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Process improvement project - Measure -

ctq tree
How do you ensure you are meeting your customer requirements?

How can you simplify and make it more visual and understandable when explaining to a team in a training and coaching environment?

Try out using a CTQ tree tool.

CTQ stands for Critical To Quality. In a nutshell, this tool displays clearly what performance standards are required to satisfy your customers.

Examples in a Lean office environment may be:


  • Wait time

  • Employee Customer Relationship

  • Customer Complaint resolution

And here are some questions you may ask yourself and your team when creating a CTQ tree. 

These should be in line both with what is achievable by an agent, but also fit in with company objectives and values:

  • What is an acceptable length of time a customer is prepared to wait to have their call answered? 

  • What is the maximum length of time a customer will wait to confirm when their product will be ready for shipping? 

  • What is the turnaround time expected to receive their products from date of order?

Quote request.jpg
  • What is the average time expected to receive acknowledgement of receipt of order?

  • How often should an employee follow up with the customer per order?

  • How many times should a feedback questionnaire be sent to the customer?

  • What is the minimum product knowledge requirement of an employee when dealing with customers?

  • How quickly should an employee react when in receipt of a customer complaint?

  • In how many hours/days should a customer complaint be resolved within?


CTQ Trees can be created in vertical or horizontal format, but can also be displayed in table form. 


Here are a few examples:

As a Lean consultancy, we are passionate about simplicity and Lean is a mindset that we apply in all our areas of activity. Our reward is when we know that we helped you meeting your business objectives, where both management skills and tools play a key role.

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