CTQ / CTP …..

strive towards World Class Quality

……..Systematic selection of CTP & CTQ & to control all such

processes and monitor them separately to minimize failure cost
both internal and external and to achieve Q targets of the
company. ….
QUALITY

Fitness for Use… ( Juran)

Quality is the distinguishing features or grade of the Product in Appearance,

Performance, Life, Reliability, Taste, Odor and Maintainability etc.

These are Called Quality Characteristics…

Quality Characteristics derived from an understanding of VOC ( Voice of

Customers ).

Who is Customer ? Quality

VOC CTQ’s
Customer Segment Characteristics
VOICE OF THE CUSTOMER (VOC)

The "Voice of the Customer" is a process used to capture

the requirements/feedback from the customer (internal or
external) to provide them with best-in-class
service/product quality.

This process is all about responsiveness and constantly

innovating to capture the changing requirements of the
customers over time.
SIX SIXMA AS DMAIC PHASES

4
5
6
VOICE OF THE CUSTOMER (VOC)

The "Voice of the Customer" is the term used to identify--

 Stated Needs ( Satisfiers )

 Unstated needs

 Expectations ( Delighters )

The “Voice of the Customer” can be captured in a variety of ways:

-Direct discussion or interviews,

-Surveys,
-Focus groups,
-Customer specifications,
-Observation,
-Warranty data,
-Field reports,
-Complaint logs, etc.
DEFINITION

CTQ :

Any part parameter which have critical effect on quality is called CTQ (Critical
to Quality).

CTQ are to be indicated by R&D while issuing final drawing & product
specification / inspection specification & are called as confirmed CTQ on parts,
processes & product.

CTP :

Equipment or process control / characteristic which effect CTQ are termed as CTP
(critical to process).

Applies to all production lines, Assembly/sub assembly lines, Paint shop, Molding
shop, Press shop & others.
CTQ

CTQ is
– What a customer tells us they want from our product/service or
process output

– CTQs are rendered from the Voice of the Customers (VOCs)

– CTQs must be specific, measurable and actionable

Purpose

The purpose of Critical-To-Quality is to convert customer needs/wants to

measurable requirements for the business to implement.
ELEMENTS OF CTQ

Customer Quote: 'I consistently wait too long to

speak to a representative.‘

• CTQ Name: Responsiveness

• CTQ Measure: Time on hold (seconds)
• CTQ Specification: Less than 60 seconds from
call connection to the automated response
system
• Defect: Calls with hold time equal and greater
than 60 seconds (e.g. 100 calls)
• Unit: Call (e.g. 2000 calls)
• Opportunity: 1 per call
RESPONSIBILITIES

R&D Product in charge:

In charge (R&D) is responsible for reflecting final CTQ in drawing and for addition /
deletion /modification & issue to all concerned.

QA:

QA is responsible for identifying CTQ/ CTP based on FCR & line issues in consensus with R
& D. & also responsible for monitoring on Z value & for review meets on CTQ/CTP.

Production in charge:

Over all responsibility for visual Mgt. for CTQ / CTP & for Z Level (Parts & process) target
achievement is with Production.

Sourcing in charge:

Sourcing in charge is responsible for Z level target achievement for identified CTQ of
incoming parts.
CTQ & CTP CLASSIFICATION

▪ Product CTQ:
--CTQ parameter to be marked as in drawing as applicable and Z level should also be
mentioned in design standard.

▪ Part CTQ:
--The detail CTQ parameter and Z level to be mentioned in parts drawing while issuing final
drawing by R & D.

▪ Process CTQ:
--Process CTQ should be mentioned in QC flow chart and work instruction wherever
required & to be monitored by process owner.

▪ Performance CTQ:
--Product performance CTQ should be mentioned in final drawing & to be monitored by
process Owner/QA on line.

▪ CTP:
--The CTP to be mentioned in QC Flow Chart and specifications should be mention in CTP
check sheet.
While monitoring on these CTQ / CTP “Z” value or level should be under control.
 Z VALUE
Following are some of the terms used while calculating on this Z value.

Mean : Arithmetical mean of all sample.

Standard Deviation: It’s a mean of square root of all samples deviation

from arithmetic mean of samples.

Z level: It reflects that how many sigma (standard deviation) are under
specified limit.

Zst ( Short term): Process capability for a short period as deemed that no
external effect of 4m (such as Temp. worker, raw material facility) exist
for process.
Zlt (Long term): Process capability for a sufficient long period as deemed
that external effect exists for process.

If we know sigma short term and we want to know about long term than
we can use this formula. Zlt =Zst-1.5
CTQ / CTP SELECTION
• Development stage:

CTQ selection should be through tools like FMEA (Failure Mode effect analysis),
FTA (Fault tree analysis). The improvement characteristic shall be selected as
CTQ by R&D. QA shall verify CTQ item through similar analysis, experiments, &
after verification final or confirmed CTQ are to indicated to production, sourcing &
R&D for agreement.

In case of product CTQ (in the design /product standard) major functions / related
items or functions / items that requires improvement for satisfactory functioning
shall be selected as functional CTQ.

• Production stage:
At production stage based on field issues and major quality failure the parameters
shall be selected as CTQ with agreement of R&D by production & QA. Then CTQ
shall be registered in standard format by process owner /production.

CTP Selection:
--Working Equipment and process or controls / characteristic that effect CTQ
shall be selected as CTP by production in agreement with R&D and Q.A.
 CTQ / CTP JUDGMENT
▪ Product and part CTQ: CTQ judgment based on given table follow

At development stage

If Z value is less than target then R&D, sourcing & production shall raise deviation request
and after QA head & factory head approval only the same can be further processed.

Also deviation period for which the deviation is required should be mentioned if during that
period part is not improved then again treat as a normal lot for decision on the same.

OK /NG EXISTING PARTS NEW PARTS, 4M

Zlt > Z target

Target achievement >target development. If the
OK Zlt > Z target
target is not achieved , deviations spec. shall be
temporarily approved against development Z level.
NG Zlt<Z target Zlt<Z target
 CTQ / CTP JUDGMENT
▪ FOR IQC LOT JUDGMENT:

Lot judgment for CTQ part shall be based on Zst & Zlt and it shall be controlled
and monitored by QA & record to be maintained.

▪ FOR OQC LOT JUDGMENT:

Lot judgment for CTQ part shall be based on Zst & Zlt and it shall be controlled
and monitored by QA & record to be maintained.

▪ PROCESS CTQ JUDGEMENT:

Process CTQ Judgment also need to be taken on Zst & Zlt & it shall be
controlled & monitored by QA & records to be maintained. In case of lot is
rejected in CTQ part only, QA head can approve it after taking proper action
plan from concerned dept.
CTQ CHANGE, ADD / DELETE

Through CTQ verification activities CTQ can be added /deleted or changed but
reason to be clearly mentioned & recorded & this authority is with R&D team
head at development stage and in regular production with QA. Head but in
consensus of R & D & production.

For CTQ based on field failures or issues, process failures addition / deletion or
verification activity & Z level should be discussed and analyzed with concern
dept. The host for this activity is QA head.
PROCESS OWNER RESPONSIBILITY

• Shall manage visual mgt. For CTQ/CTP items and processes,

identification shall be through CTQ/CTP status board.

• Shall give education to operator about check points , STDs, checking

frequency etc. (for CTQ process Zlt will be monitored and for CTP process
X-R chart will be monitored.).

• Should know about checking STD and record as per frequency.

• Daily measured data should be recorded by QA

• Z value shall be monitored and countermeasures shall be made for

abnormal situation.

• CTQ / CTP item should be reflected in the QC flow chart & work
instructions.
Q IMPROVEMENT ACTIVITY

--Every lot Z level to be compared with Z target & if trend is not

ok feedback to be given to concern dept and countermeasure
shall be obtained.

--Non inspection parts or activities to be monitored / checked min.

quarterly.

--During check / inspection if any defect or wrong information is

found on JIR then inspection method shall be reviewed & re-
regularized.

--In case of any 4M change and ECN for non inspection CTQ parts
calculate Z level with 30 sample, if below target value than revise
inspection method.
CTQ FOLLOW UP

▪ Z LEVEL EVALUATION

CTQ Z level to be reported & reviewed on min monthly basis in monthly CTQ
Mgt. meeting and feedback to be given to concern dept. or supplier.

▪ The CTQ status to be reviewed in monthly CTQ Mgt. meeting & for the non
achieving CTQs & concern dept. / persons to give / present countermeasures
to achieve targeted Z level.

The Z level status to be reviewed every month by R&D, Production, QA head &
team based on that decision shall be done on to add, delete, frequency
change or review of the target.
CTQ PROCESS FLOW
REQUIREMENTS
1) CTP Board &Time Check Board / Check Sheet installed on Line.
2) CTQ / CTP Revision System Exists - Monthly CTQ/CTP meeting
happening every month.
3) X-bar R Charts Display - Standardize improvement results. Z - Value 4.5
to 6.0.
4) CTQ's Identification by Design - Confirmation of CTQ's is done by QA
after analysis like FMEA, FTA (Fault tree analysis) and final CTQ's are
indicated to R&D and PROD for agreement. Z-Tgt is defined by QA
based on 30 sample reading at the time of Pilot production.
System have been stabilized and smoothened
5) Z-Value is calculated for all CTQ's, Tgt is defined for all CTQ's 100%
CTQ's Achieved Z-target for the month.
6) Countermeasures and Improvement Action plan :Improvement trend
overall performance Z-Value is evident.
7) Overall Z value achievement is from 4.0 to 6.0. Continuous improvement
trend from last 6 months.
8) System for Time Check Processes revision- Monthly Time Check
meeting happening every month.
9) Time check inspection carried out regularly and reports regularly
reviewed by concerned HOD‘s.
Questions ??
THANKS
CTQ – PARTS / PROCESS / PERFORMANCE
CTQ Parts :-
Sl.No CTQ No. MODEL PART NAME AREA PART NO. SPEC. Zlt Target Jan Feb March April
1 IQC/05/05-REF D1, D2 Hinge - C Hole distance 4775JF3011A 36.5 ±0.4 mm 4.50 4.72 5.10 4.68
2 IQC/06/05-REF D1, D2 Hinge - U Hole distance 4775JF3012A 63.00 ±0.1 mm 4.50 4.56 4.62 4.67
3 IQC/07/05-REF D1, D2 Hinge - U Hole distance 4775JF3012A 2.2 ± 0.1mm 4.50 4.62 4.54 4.81
51.0 +0.5 /-0.0
4 IQC/08/05-REF D1, D2 Hinge - L Hole distance 4775JF2005A 4.50 4.64 4.69 4.72
mm
5 IQC/09/05-REF D1, D2 Fan Motor Revolutions 4680JB1033G 2100 ±200RPM 3.00 5.24 3.21 3.10
6 IQC/10/05-REF D1, D2 FRONT PLATE -C Dry Film Thickness 3446JF1008A 40~80 microns 3.00 4.20 5.10 4.80
7 IQC/11/05-REF D1, D2 FRONT PLATE -L Dry Film Thickness 3446JF2001A 40~80 microns 3.00 4.18 4.68 4.72
8 IQC/12/05-REF D1, D2 Control assy. Def. Cut off temp. 5421JF2003A 13 ±3°C 3.00 4.52 3.32
9 IQC/13/05-REF D1, D2 PCB (INT-MICOM) Cut in temp. 6871JG1010B (-) 3.5 ±1°C 3.00 3.23
10 IQC/14/05-REF D1, D2 PCB (INT-MICOM) Cut off temp. 6871JG1010B (-) 6 ±1°C 3.00 3.11

CTQ Process : -
Sl.No CTQ No. MODEL AREA CATEGORY PART NO. SPEC. Zlt Target Jan Feb March
1 MFG/01/05-REF D1 Gas Charging Process Weight 140±3 Gms 4.50 6.80
2 MFG/02/05-REF D2 Gas Charging Process Weight 150±3 Gms 4.50 6.35
7150 +0.0 / - 5%
3 PUF/07/05-REF Dash 1 PUF Case - D1 Process PUF Net Weight 3.00 5.12 4.88 5.42
gm
7650 +0.0 / - 5%
4 PUF/08/05-REF Dash 2 PUF Case - D2 Process PUF Net Weight 3.00 3.89 4.54 5.27
gm
1220 +0.0 / - 5%
5 PUF/09/05-REF Dash 1 PUF R Door - D2 Process PUF Net Weight 3.00 3.44 3.26 3.76
gm
1080 +0.0 / - 5%
6 PUF/10/05-REF Dash 2 PUF R Door - D1 Process PUF Net Weight 3.00 5.09 3.95 3.93
gm
1050 +0.0 / - 5%
7 PUF/11/05-REF Dash PUF F Door Process PUF Net Weight 3.00 3.57 4.58 4.06
gm

CTQ Performance :-
Sl.No CTQ No. MODEL PART NAME Parameter PART NO. SPEC. Zlt Target Jan Feb March April

1 LQC/05/05-REF Dash Freezer Comp.-OQC(N/N) Temperature Performance (-)18 ±3°C 4.50 5.21 5.18 5.16

2 LQC/06/05-REF Dash Refrigrat.Comp.-OQC(N/N) Temperature Performance 3 ±3°C 4.50 5.71 5.78 5.42
MONTHLY CTQ MANAGEMENT
CTQ STATUS
All CTQ’s Achieved Major Issue (Aug) : Front Plate C&L - Process improvement
Factory Z - Status CTQ Status
6
PRODUCT Parts Process Perform. TOTAL
5
CTV Q'ty 4 0 3 7
4 Zst 5.11 0 4.5 4.7
3 REF Q'ty 14 15 5 34
Zst

Zst 3.8 3.9 3.7 3.8

J F M A M J J A S O N D TOTAL Q'ty 18 15 8 41
Target 5.0 5.0 5.0 5.1 5.1 5.1 5.25 5.25 5.25 5.4 5.4 5.4 Zst 4.0 3.9 3.9 4.0
Total 5.0 5.0 4.2 4.9 4.8 4.3 4.8 4.1 3.9 4.0
ACHV

Total 41
REF 4.3 4.9 4.3 5.4 4.8 4.2 4.7 3.9 3.7 3.8
CTV 5.1 4.9 4.8 4.5 4.6 4.6 5.1 4.4 4.4 4.7 Achievers 41

Analysis & Countermeasure :

PART NAME CTQ PPM / % RESP. COUNTERMEASURE

Add / Delete Status :

PART NAME CTQ MONITORING PRODUCT Z TARGET ADD / DELETE

No New CTQ’s Added

CTQ MASTER LIST
Zst & ACHIEVERS TREND
6.0
Zst Target
FOCUS POINTS
5.0

* Stop Monitoring CTQ Verification

4.0

* CTQ Training to new members

3.0
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Zst 5.0 5.0 4.2 4.9 4.3 4.3 4.8 4.1 3.9 4.8 4.8 4.8
Target 4.2 4.2 4.2 4.4 4.4 4.4 4.6 4.6 4.6 4.8 4.8 4.8 * Over all Sigma Level

Achivers Total
48 48 47 47
50 48
47
47
47
47
47
47
47 * Quarterly Gage R&R
45
45
40
35 29 47 45

30
29 29
46 46 * Vendor Data Reliability
48
25
20
29
15 29
29
* Alarm system for non achievers
10
5
0
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
PRODUCTWISE Zst / CTQ TREND

Ref CTV
5.5 Achv 5.5 Achv
2005 Zst Trend

Target Target

5.0 5.0

4.5 4.5

4.0 4.0

3.5 3.5

3.0 3.0
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

PRODUCT Parts Process Perform . TOTAL

2005 Closing Zst

CTV Q'ty 6 0 5 11
Zst 5.18 0 4.8 4.9
REF Q'ty 12 18 6 36
Zst 5.1 4.71 4.62 4.8
TOTA L Q'ty 18 18 11 47
Zst 5.1 4.7 4.7 4.8
Zst / CTQ CATEGORIZATION
By Zst By CTQ
Perfom. Perfom.
Process Process
Refrigerator

6.0 6.0 6.0

6.0 6.0 6.0 6.0 6.0 6.0
6.3 Parts Parts
5.1
5.2 4.7 4.8 4.6
4.8 5.1 5.1
5.1 3.9 18.0 18.0 18.0
3.6 18.0 18.0 18.0 18.0 18.0 18.0
4.2 5.1
4.9 4.9 4.8 4.7
3.9 4.0 4.0 4.0
4.7 3.5
3.5 3.8
3.7
9.0
9.0 9.0
5.2 5.2 5.5 5.1 13.0 13.0 13.0 12.0 12.0 12.0 12.0 12.0 12.0
4.9 4.2 4.9 4.2 4.8 5.0
4.1 3.8
5.0 5.0 5.0

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Perfom.
Process
Parts

5 5 5 5 5 5 5 5 5 5 5 5
5.0 4.6 4.4 4.4 5.1 4.2 4.6 4.7 4.8
4.9 4.3
4.5
CTV

0
0 0 0 0 0 0 0 0 0 0 0
0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
0.0 0.0

6 6 6 6 6 6 6 6 6 6 6 6
4.9 4.8 5.1 5.2 5.3 5.1 5.3 5.2 5.1 5.1 5.1
4.7

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
CTQ ADJUSTMENT SUMMARY
Stop Monitoring CTQ Verification
Sl.No CTQ No. MODEL PART NAME Parameter PART NO. SPEC. Resp. Zlt Tgt Zlt Rslt
1 IQC/04/06-REF All IL Rubber Sheet Hardness 5040JF3003 57±5 Shore Aditya 3.00 4.5

CTQ – Main Non achiever History ( 2005)

Sl.No CTQ No. MODEL PART NAME Parameter PART NO. SPEC. Resp. Zlt Tgt Zlt Rslt
Before

1 IQC/10/05-REF D1, D2 FRONT PLATE -C DFT 3446JF1008A 40~80 microns Aditya 3.00 1.87

2 IQC/11/05-REF D1, D2 FRONT PLATE -L DFT 3446JF2001A 40~80 microns Aditya 3.00 1.93

Analysis & Countermeasure

• Process parameter change at vendors end ( M/s Gallore ) to achieve required DFT
• Reliability test done to confirm

Sl.No CTQ No. MODEL PART NAME Parameter PART NO. SPEC. Resp. Zlt Tgt Zlt Rslt
After

1 IQC/10/05-REF D1, D2 FRONT PLATE -C DFT 3446JF1008A 40~80 microns Aditya 3.00 3.1

2 IQC/11/05-REF D1, D2 FRONT PLATE -L DFT 3446JF2001A 40~80 microns Aditya 3.00 3.1