Subjective customer CTQs

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    I am having real problems defining metrics to supports the following CTQs: –
    1) Clarity
    2) Empathy
    My customers are prioritising these two CTQs very highly (alongside timeliness and accuracy) but I cannot find any reference material or examples that show how to quantify these subjective characteristics.
    With cycle time, I simply ask “where does my customer and stop measuring and what is their target / expectation etc” But with something like clarity, what do I ask?
    Any advice and importantly, examples, gratefully received.



    As you mentioned clearly, the two CTQ’s are highly subjective.
    Could you please let me know the context in which these two CTQ’s have come up?



    Hi Foggy,
    Lots of people are still mixed-up with the definition of CTQs.
    To me, what u mentioned below is VOC (Voice of Customer).
    Often times, VOC is very qualitative and it’s our challenge on how to quantify what the customer want sothat we can measure in future whether or not we can fulfill what they want.
    Then, only when u address those VOC to your process pipelines and identify specific things in your process that will affect the VOC, it will become your CTQ.

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