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  • Critical To Quality Tree Template Download Shmula 2020

    Uploaded by

    Boran Yelkencioglu
    11 views2 pages
    The document discusses customer wants and needs in terms of critical-to-quality (CTQ) factors. It provides an example where a customer's 1st level CTQ is needing their burger within 3 minutes so that their 2nd level CTQ of having enough time for their 30 minute lunch break can be met. Their experience of a long wait for their burger caused them to miss this 2nd level CTQ.

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    The document discusses customer wants and needs in terms of critical-to-quality (CTQ) factors. It provides an example where a customer's 1st level CTQ is needing their burger within 3 minutes so that their 2nd level CTQ of having enough time for their 30 minute lunch break can be met. Their experience of a long wait for their burger caused them to miss this 2nd level CTQ.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    11 views2 pages

    Critical To Quality Tree Template Download Shmula 2020

    Uploaded by

    Boran Yelkencioglu
    The document discusses customer wants and needs in terms of critical-to-quality (CTQ) factors. It provides an example where a customer's 1st level CTQ is needing their burger within 3 minutes so that their 2nd level CTQ of having enough time for their 30 minute lunch break can be met. Their experience of a long wait for their burger caused them to miss this 2nd level CTQ.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 2

    Voice of the

    Customer 1st Level CTQ 2nd Level CTQ


    Want/Need

    Text

    Text
    Text

    Text

    Text

    Text
    Text

    Text
    EXAMPLE
    Voice of the
    Customer 1st Level CTQ 2nd Level CTQ
    Want/Need

    Need to have my burger


    within 3 minutes
    My lunch break is
    only 30 min long
    Text

    It took forever to Text


    get my burger

    Text
    10 people were in
    line ahead of us
    Must arrive at restaurant
    before 11:50 AM

    Text

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