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You can use them to translate broad customer needs into specific, actionable and measurable performance requirements.įor example, an instruction such as "improve customer service" is too broad to do much with. But this can make it all too easy to overlook factors that are a "must-have" for your customers.Ĭritical to Quality (CTQ) Trees can help you to understand what drives quality in the eyes of your customers, so that you can deliver goods that they not only need, but want! About CTQ TreesĬritical to Quality (CTQ) Trees (as shown in figure 1, below) are diagram-based tools that help you to develop and deliver high-quality products and services. Your definition quality may be very different from your customer's definition or even your colleagues. Whether you're developing a new product or service, or refining one, quality is important – not only to your customers, but also to ensure that you stay ahead of the competition.īut defining quality can be challenging. Critical to Quality (CTQ) Trees can help you to design customer-centric, quality products.