2. Capturing the voice of the customer through two channels: CTQ and QFD
2.1 CTQ (Critical To Quality) channel
The CTQ channel breaks down the customer's needs and translates them into requirements, generally expressed in terms of quality, cost and lead time. These requirements must then be broken down into characteristics that can be assessed by measurement.
A multi-disciplinary approach is recommended in order to improve the quality of exchanges and the completeness of the requirements definition.
A tool commonly used to apply this approach is the Kano diagram. This diagram asks the following question for each function considered in design and development: "How do you feel if the following characteristic is included in the product? Then a similar question is asked in contradiction: "How do you feel if...
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Capturing the voice of the customer through two channels: CTQ and QFD
Use functional specifications (CdCF) to express needs
Bibliography
Also in our database
Bibliography
Ingénierie et intégration des systèmes , Jean-Pierre Meinadier, Éditions HERMES, 1998 (paper) – 2008 (digital)
Reference standards
ISO 9001 – Quality management system – Requirements, ISO, AFNOR Standardization.
ISO 10006 – Guidelines for quality management in projects, ISO, AFNOR Normalisation. These guidelines, based on the ISO 9001 standard, add good practices and advice for taking quality into account in projects of all sizes and types.
NF EN 16271...
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