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CTQ Template

CTQ Template. {. 1. 2. 3. {. 1. 2. 3. {. 1. 2. 3. {. 1. 2. 3. {. 1. 2. 3. {. 1. 2. 3. {. 1. 2. 3. {. 1. 2. 3. {. 1. 2. 3. CTQ Worksheet . Process ________________________. Measurable Requirements. VOC Comment. 2nd Level Need. 1st Level Need. I need / Want.

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CTQ Template

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  1. CTQ Template

  2. { 1. 2. 3. { 1. 2. 3. { 1. 2. 3. { 1. 2. 3. { 1. 2. 3. { 1. 2. 3. { 1. 2. 3. { 1. 2. 3. { 1. 2. 3. CTQ Worksheet Process ________________________ Measurable Requirements VOC Comment 2nd Level Need 1st Level Need I need / Want

  3. Approach • The CTQ template guides you through the steps needed to convert the “I need/want” in customers words to a measure • Example • “I do not like your survey” • What about it do you not like? • “It takes too long” (Level 1) • What takes too long? • “To write all those answers” (Level 2) • How long is too long? • “ I would be unhappy if it took longer than 5 minutes”

  4. Data Collection • One has to collect data from • Surveys • Complaint • Proactive interviews • Press Ganey • Historical • benchmarking

  5. { 1. 2. 3. { 1. 2. 3. { 1. 2. 3. { 1. 2. 3. { 1. 2. 3. { 1. 2. 3. { 1. 2. 3. { 1. 2. 3. { 1. 2. 3. CTQ Worksheet Process ________________________ Measurable Requirements VOC Comment To write No more than 5 Minutes Takes too long I do not like

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