The kitchen manager looks over the danh sách of equipment that will be needed for the new kitchen to lớn be mix up. The manager then tells the owner, “Well, I know that some of this equipment will be needed regardless of what you are serving lớn your customers, but the rest will definitely be impacted by your decisions as to your menu, & the cấp độ of unique you are trying lớn establish.”
The kitchen manager continues his questions, asking: vì you see speed as a prime requirement? chất lượng of ingredients & method of preparation will also impact the required equipment list. Also, the breath of your menu will impact the different types of equipment and quantity of equipment we need lớn install.
So, what are you trying khổng lồ set up here with your new restaurant? What requirements will be critical lớn quality?
An overview: What is critical khổng lồ quality?
Critical to quality, also known by the acronym CTQ, are the key attributes of a sản phẩm or service that your customers have defined as being important. These measurable characteristics are what helps us understand what steps in our process are value-added, as these critical to quality characteristics help define the value.Bạn đã xem: Critical to quality là gì
To understand value-added và non-value added, we must first understand what the customer values, so we need lớn identify and prioritize who our customers are, & collect the VOC, or voice of the customer data. Using this data, we then determine the danh sách of CTQ requirements.
Bạn đang xem: Critical to quality là gì
A common tool used khổng lồ prioritize a specific requirement is called a CTQ tree. This tool helps take customer requirements, which often start off broad, and turn them into performance requirements that can be measured.
In the example of kitchen equipment, the thực đơn the owner is trying khổng lồ establish, as well as the cấp độ of chất lượng of the food, will directly impact the kitchen equipment required. So, if this was a fine dining establishment that served crème brule, the kitchen would require a brulee torch for the hardening of the đứng top of the dish. If the restaurant is a burger joint, a brulee torch would likely be useless.
The kitchen manager must understand the customer needs before setting up a kitchen that can meet those needs. Maybe they are making hundreds of crème brulee a day, for delivery to lớn local shops, so a traditional crème brulee torch would not be practical, và some automatic machine that can harden the tops of thousands of crème brulee a day is required.
All the characteristics from the customer are needed khổng lồ establish what is critical to quality.
A CTQ for the making of the crème brulee might look lượt thích the example below:
The CTQ tree helps take the initial customer desires và turn them into measurable deliverables.
3 benefits of attending to CTQ
Before you feel tempted to shrug off this step, deeming it unnecessary, consider a few key ways it can benefit you khổng lồ consider what is critical lớn quality.
Making it possible khổng lồ understand và meet your customer’s needs
When you bởi vì not understand the CTQ, you are bound to fail to lớn meet your customers’ requirements, and thus your process will require rework. When you’ve established the metrics using your CTQ trees, you can spot your unique errors sooner, decreasing the cost of rework.
Less rework also means less time spent performing the rework & less time trying spent apologizing to the customer regarding errors.
3 CTQ best practicesCollect as much data regarding the CTQ as possible. It’s easy to overlook key customer requirements.Ask the customer the same questions, but in different ways. You will often find that a reworded question will get you a slightly different response that may shed additional light on a hidden requirement.Remember to use your CTQ trees lớn help you develop your metrics. Chất lượng is maintained through the metrics you phối up, both for verifying that customer demands are being met & for identifying errors as soon as possible.
Frequently Asked Questions (FAQ) about CTQ
How deep do I need lớn dive when doing the CTQ tree?
Usually, the deeper the better, as the customer will not always understand what they are asking for until they realize they forgot to lớn ask for an important feature.
Going back to the example CTQ tree, the requirement on the mechanical lowering of the beater blades into the mixing bowl did not state how far into the bowls the beaters have to descend. If the beaters only lower two inches into the bowl, they may not set the custard well enough. Going back and asking for a measurement would be advisable. Other requirements, such as how “oval” does the oval dishes need lớn be, may not be a critical factor.
How do I tell a key CTQ characteristic from a lesser important CTQ characteristic?
It can be a challenge to lớn separate a nice-to-have feature from a critical necessary characteristic. It can be helpful to use your information from the VOC, or Voice of the Customer, khổng lồ help determine criticality for each element.
Are there any other tools that can assist with setting up CTQ?
One tool worth considering is the quality function deployment (QFD) tool. This is a methodology that assists with transferring information from the VOC và transforming it into CTQ, including assigning priority actions required khổng lồ meet key attributes.
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Critical to unique is necessary lớn meet customer expectations
Critical to unique describes the key characteristics needed lớn meet customer demands. These should be measurable factors, developed from the Voice of the Customer exercises. It is important khổng lồ collect as much data as possible from the customer, then transform that data into key deliverables.
By measuring the key metrics, you can be sure to spot errors earlier in the process và make your customer happy by meeting their expectations.