LET US LEARN ABOUT

CTQ /
METRIC.
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 WHAT IS
CTQ?

Critical to Quality (CTQ) - is a

parameter internal to the
process which has a direct and
significant effect on the
outcome of the process.

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If CTQs are controlled well,
it ensures that the product
or service will meet
customer requirements.

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 WHAT IS
METRIC?

Metric is a standard or a level of

measurement. It has two parts a
number followed by a unit. E.g. 72
hours, 80 grams etc.

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E.g. Time spent in resolving is a
CTQ for a quick turnaround for
customer query resolution.
Resolution time is the metric used
to measure how fast the
resolution is.

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We need to measure things to
manage them effectively. Mainly we
need measurements for trends,
analysis and performance reporting.
However, if any business relies
exclusively on its performance
metrics and assumes everything is
going well, some surprises are
bound to happen.

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We cannot measure human
behaviours, relationships,
customer requirements and
expectations. These are
important for Businesses.

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We should have good
measurements in place to manage
the known- knowns. At the same
time, we must be cognizant that
some unknowns/unstated needs
exist in the business, which we
must work on without Metrics.

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Learn about CTQ & Metric in our
Green Belt, Black Belt, and Master
Black Belt programs

+91 98113 70943

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