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Critical To Quality. Using the voice of the customer to measure Quality. Translate Consumer Requirements to Part CTQ Characteristics Step 1 - Understand Consumer & Technical Requirements Step 2 - Translate Technical Requirements to Part CTQ

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critical to quality

Critical To Quality

Using the voice of the customer to measure Quality

Jina Jayanetti

slide2

Translate Consumer Requirements

to Part CTQ Characteristics

Step 1 - Understand Consumer & Technical Requirements

Step 2 - Translate Technical Requirements to Part CTQ

Step 3 - Determine how capable we are of meeting requirements

Understand

Consumer Requirements

Customer Expectations

Y (Output)

Establish measurable testing method

Define

Technical Requirements

What Parts are Affected?

Determine parts effected and

X’s (Input)

CTQ Characteristics

(How are they affected?)

Establish dimension of part that effect the Technical requirements (Y)

Are we capable?

Measure parts; establish capability, calculate Z-score

Driving decisions with data, not opinion

Jina Jayanetti

slide3

Critical To Quality

(CTQ) Flowdown

Voice of Customer

Function

Parts

Dimensions

Capability

Match Capability vs. goal

Launch

Jina Jayanetti

key terms
Key Terms
  • KPIV
    • Key process input variable
    • Associated with the X’s
  • KPOV
    • Key process output variable or Customer requirement
    • Associated with the Y’s

Understand the X’s - control the Y’s

Jina Jayanetti

a grate example

A Grate Example

CTQ Flow Down In action

Jina Jayanetti

ctq flow down

Marketing

C.U.

Customers

Sales

Engineering

MCS

Finger Flatness

Base Flatness

Top Flatness

Target=0 USL=.040”

Target=0 USL=.040”

Target=0 USL=.040”

CTQ Flow Down

Voice of the Customer

Pots should be stable on the surface

Grate Fingers and Base should be flat and parallel within 0.040”

Technical Requirements

Part Drawings

Grate and Main Top

CTQ Characteristics

Jina Jayanetti

capability and z score
Capability and Z-score

Cp

Answers the question “Are the specifications matched to the variation in the process?”

Formula: Upper Spec - Lower Spec / 6*Std Dev

Cpk

Answers the question “How well does the process meet the specification?”

Formula: Minimum Lower Cp & Upper Cp

Lower Cp = Mean - Lower Spec / 3* Std Dev

Upper Cp = Upper Spec - Mean / 3*Std Dev

(Pp and Ppk are calculated the exact same way, except for the standard deviation number.

They use an “inflated” standard deviation to account for changes over time.)

How does this relate to Z-score?

Z short term = 3 * Cpk Z long term = 3 * Ppk (or Zst - 1.5)

Status - “Green” if Ppk > 1.33 (Zlt > 4.0)

“Yellow” if 1.33<Ppk < 1.0 (4.0 < Zlt < 3.0)

“Red” if Ppk < 1.0 (Zlt < 3.0)

Jina Jayanetti

slide8

Scorecard Inputs

Data Type Codes:

A=Expert Opinion

B=Similar Process

C=Existing Part

D=1st Shot from Tooling

E=PPAP

F=Production Part

Jina Jayanetti

slide9

Z

PPM

2

308,537

3

66,807

4

6,210

5

233

6

3.4

Process

Capability

Defects per

Million Opportunity

Scorecard Calculations

Cpk

Ppk

ZLT

Status

Action

Supplier

Part Number

Critical Characteristic

PI

7512P123-60

Grate

Dimension Finger Flatness

2.22

1.37

4.10

Green

Review with Supplier; investigate

Dimension Base Flatness

0.74

0.11

0.34

Red

opportunities to reduce variation.

Status -

Green if Zlt>=4.0

Yellow if 4.0<Zlt < 3.0

Red if Zlt < 3.0

Jina Jayanetti

slide10

Concept

Concept

Development &

Volume

Total Product Delivery (TPD)

Generation

Feasibility

Implementation

Production

Transition

Concept to Consumer

Critical To Quality Flowdown (CTQ)

Marketing Introduction Process (MIP)

Product

Innovation

Process (PIP)

Request (PCR)

Product Change

Design for Six Sigma Tools

Changes from

  • Pugh Concept Selection
  • CTQ Flowdown
  • QFD
  • Concept Design
  • Process Mapping
  • Process FMEA
  • Measurement Systems Analysis
  • Capability Assessment
  • Statistical Tolerancing
  • Design for Manufacture
  • Hypothesis Testing
  • Design of Experiments
  • Robust Design Techniques
  • Control Plans
  • Measurement Systems Analysis
  • Multi-Vari Studies
  • Capability Assessment
  • Empirical Tolerancing
  • Hypothesis Testing
  • Design of Experiments
  • Robust Design Techniques
  • Reliability Assessment
  • Control Plans
  • Process Control Methods
  • Design FMEA
  • Measurement Systems Analysis
  • Capability Assessment
  • Statistical Tolerancing
  • Design for Manufacture
  • Hypothesis Testing
  • Design of Experiments
  • Response Surface Methods
  • Robust Design Techniques

Product Development Process (PDP)

Other Areas

Gate Review

Gate Review

Gate Review

QFD / CTQ Flowdown

  • Translate VOC into
  • Technical Requirements
  • Identify the Critical Characteristics that contribute to the Technical requirements
  • Measure Process Capability for each Critical Characteristic
  • Compare Capability (Ppk) to Cp and determine status
  • Critical Characteristics verified and control plans/data collection plans developed
  • Critical Characteristics verified with production data and control plans/data collection plans in place
  • Identify Voice
  • of the customer
  • Look for knowledge of technical requirements (collect tribal knowledge)

Jina Jayanetti

ctq what it is what it is not
CTQ What it is, What it is Not
  • What it is
    • Brings disciplined approach to a Quality score card that measures quality prior to product launch
    • Identifies quality issues
  • What it is not
    • Does not correct quality issues
    • A replacement of sound technical judgment.
    • A replacement of sound financial discipline.

Jina Jayanetti

key findings
Key Findings
  • Current product drawings require deeper detail specifications.
  • Beginning of the learning curve on process capability and control.
  • Create a closer relationship with departments that provide VOC information.

Jina Jayanetti