Descriptions and Definitions of Quality Terms, Tools and Techniques

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Critical to Quality (CTQ)

Critical to Quality (CTQ) items are the internal quality parameters that reflect critical customer needs. Achieving CTQs should hence lead to customer satisfaction.

CTQs are closely related to Critical to Customer (CTC) items, which are the key things that customers want. CTQs measure the success of creating and delivering CTCs. For example, a restaurant may have 'good service' as a customer need and 'all staff trained', 'ordering-to-delivery time' and 'tip value' as CTQs.

CTQs may be identified by breaking down requirements using a Tree Diagram. This creates a CTQ Tree.

In Quality Function Deployment (QFD), CTQs are the columns that are used to match the CTC rows.

See also:

Critical to Customer (CTC)

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