1. Using the voice of the customer to measure Quality
Critical To Quality
Using the voice of the customer to measure Quality
9/17/2018
Jina Jayanetti

2. Translate Consumer Requirements
to Part CTQ Characteristics
Step 1 - Understand Consumer & Technical Requirements
Step 2 - Translate Technical Requirements to Part CTQ
Step 3 - Determine how capable we are of meeting requirements
Understand
Consumer Requirements
Customer Expectations
Y (Output)
Define
Technical Requirements
Establish measurable testing method
What Parts are Affected?
Determine parts effected and
CTQ Characteristics
(How are they affected?)
X’s (Input)
Establish dimension of part that effect the Technical requirements (Y)
Are we capable?
Measure parts; establish capability, calculate Z-score
Driving decisions with data, not opinion
9/17/2018
Jina Jayanetti

3. Critical To Quality (CTQ) Flowdown
9/17/2018
Critical To Quality
(CTQ) Flowdown
Voice of Customer
Function
Parts
Dimensions
Capability
Match Capability vs. goal
Launch
9/17/2018
Jina Jayanetti

4. Understand the X’s - control the Y’s
Key Terms
KPIV
Key process input variable
Associated with the X’s
KPOV
Key process output variable or Customer requirement
Associated with the Y’s
Understand the X’s - control the Y’s
9/17/2018
Jina Jayanetti

5. A Grate Example
CTQ Flow Down In action
9/17/2018
Jina Jayanetti

6. CTQ Flow Down Pots should be stable on the surface
Marketing
Customers
Sales
Engineering
MCS
C.U.
Voice of the Customer
Pots should be stable on the surface
Grate Fingers and Base should be flat and parallel within 0.040”
Technical Requirements
Part Drawings
Grate and Main Top
CTQ Characteristics
Finger Flatness
Target=0 USL=.040”
Base Flatness
Target=0 USL=.040”
Top Flatness
Target=0 USL=.040”
9/17/2018
Jina Jayanetti

7. Capability and Z-scoreCp
Answers the question “Are the specifications matched to the variation in the process?”
Formula: Upper Spec - Lower Spec / 6*Std Dev
Cpk
Answers the question “How well does the process meet the specification?”
Formula: Minimum Lower Cp & Upper Cp
Lower Cp = Mean - Lower Spec / 3* Std Dev
Upper Cp = Upper Spec - Mean / 3*Std Dev
(Pp and Ppk are calculated the exact same way, except for the standard deviation number.
They use an “inflated” standard deviation to account for changes over time.)
How does this relate to Z-score?
Z short term = 3 * Cpk Z long term = 3 * Ppk (or Zst - 1.5)
Status - “Green” if Ppk > (Zlt > 4.0)
“Yellow” if 1.33<Ppk < (4.0 < Zlt < 3.0)
“Red” if Ppk < 1.0 (Zlt < 3.0)
9/17/2018
Jina Jayanetti

8. Scorecard Inputs Data Type Codes: A=Expert Opinion B=Similar Process
C=Existing Part
D=1st Shot from Tooling
E=PPAP
F=Production Part
9/17/2018
Jina Jayanetti

9. Scorecard Calculations
Supplier
Part Number
Critical Characteristic
Cpk
Ppk
ZLT
Status
Action PI
7512P123-60
Grate
Dimension Finger Flatness
2.22
1.37
4.10
Green
Review with Supplier; investigate
Dimension Base Flatness
0.74
0.11
0.34
Red
opportunities to reduce variation.
Status -
Green if Zlt>=4.0
Yellow if 4.0<Zlt < 3.0
Red if Zlt < 3.0 2
308,537 3
66,807 4
6,210 5
233 6
3.4 Z
PPM
Process
Capability
Defects per
Million Opportunity
9/17/2018
Jina Jayanetti

10. Critical To Quality Flowdown (CTQ)
Pugh Concept Selection
CTQ Flowdown
QFD
Concept Design
Design FMEA
Measurement Systems Analysis
Capability Assessment
Statistical Tolerancing
Design for Manufacture
Hypothesis Testing
Design of Experiments
Response Surface Methods
Robust Design Techniques
Process Mapping
Process FMEA
Control Plans
Multi-Vari Studies
Empirical Tolerancing
Reliability Assessment
Process Control Methods
Total Product Delivery (TPD)
Concept to Consumer
Gate Review
Product
Innovation
Process (PIP)
Changes from
Other Areas
Product Change
Request (PCR)
Concept
Generation
Feasibility
Development &
Implementation
Volume
Production
Transition
Marketing Introduction Process (MIP)
Product Development Process (PDP)
Critical To Quality Flowdown (CTQ)
Design for Six Sigma Tools
QFD / CTQ Flowdown
Translate VOC into
Technical Requirements
Identify the Critical Characteristics that contribute to the Technical requirements
Measure Process Capability for each Critical Characteristic
Compare Capability (Ppk) to Cp and determine status
Critical Characteristics verified and control plans/data collection plans developed
Critical Characteristics verified with production data and control plans/data collection plans in place
Identify Voice
of the customer
Look for knowledge of technical requirements (collect tribal knowledge)
9/17/2018
Jina Jayanetti

11. CTQ What it is, What it is Not
Brings disciplined approach to a Quality score card that measures quality prior to product launch
Identifies quality issues
What it is not
Does not correct quality issues
A replacement of sound technical judgment.
A replacement of sound financial discipline.
9/17/2018
Jina Jayanetti

12. Current product drawings require deeper detail specifications.
Key Findings
Current product drawings require deeper detail specifications.
Beginning of the learning curve on process capability and control.
Create a closer relationship with departments that provide VOC information.
9/17/2018
Jina Jayanetti