Customer satisfaction is the key to the success of your business. It is crucial that you understand your customer, their needs and their requirements. If your clients are not pleased with your product or service, then you need to figure out why, when, and where they are having problems. This is where the critical to quality method or CTQs come in. CTQs are what a business or organization must do to satisfy the needs and expectations of its customers. The CTQ tree is a tool that helps you translate your customers’ views and must-haves into measurable actions to ensure that they receive the quality they expect. In this course, we will teach you what the CTQ tree is and how it is used to identify what your customers see as critical to the quality of your products. After that, you will learn how to build a CTQ tree and deploy it correctly to achieve your desired outcomes.
The first step is to understand the voice of the customer (VOC) or identify an unmet need, complaint, or problem from their perspective. You will have to identify features that add value and quality to your product. We will show you how to segment the customers and identify the needs that are critical to their satisfaction. Once you have done that, you can start to build your CTQ tree. We will introduce you to the different elements of this tool and explain its uses in detail. Your instructor will guide you into identifying the right drivers that will help you successfully deliver your customers’ needs. You will learn how to establish parameters to achieve specific performance goals as measured by CTQ metrics. We will also show you how to use this tool to track current and future performance and manage customer expectations.
To help you better understand how to deploy this tool, we’ll walk you through several demonstrations based on real-life examples of CTQ trees. We will also give you hints and tips on what to look out for to use this tool correctly and gain customer satisfaction and loyalty. It is a very simple and flexible tool that helps clarify what must be accomplished to ensure all your client needs are met. If you are a small business owner, project manager or business development professional, taking this course will help you understand what your customer truly desires and how you can ensure that they get it. This is a course for anyone who wants to learn the fundamentals of CTQ and create an effective CTQ tree. Why wait? Start today and learn this highly in-demand business skill.
