Abstract
Ensuring the quality of testing laboratory services plays an important role in the field of service sector. Acknowledging the revolution of Six Sigma (SS) in the corporate world and service sector, testing laboratories can also be benefited by the application of the same. SS focuses on process improvement that is a major determinant of customer satisfaction. CTQ (critical to quality) is a quality characteristic of a product or a service that is required to be improved from a customer's point of view. CTQs are the key measurable indicators of a product or process whose performance standards or specification limits must be met in order to satisfy the customer. The aim of this research is to develop a model for establishing CTQ for testing laboratory. The focus is on establishing process-wise CTQ characteristics from the voice of customer taken from direct and indirect customers associated with testing laboratories. The list of established CTQs will be a useful guide for both practitioners and academics willing to evaluate performance of testing laboratories.
TopBackground
What is CTQ
The Six Sigma methodology uses facts and data to search for the root cause of problems that dissatisfy customers. An important issue that we must come to grips with is how to take customer requirements and turn them into characteristics that we can measure to see how well we are meeting the requirements. We need to define what is known as Critical to Quality Characteristics (CTQ’s) based on the Voice of the Customer. Customers know what they want in general terms, but are often not capable of expressing those needs concretely and objectively.
Critical To Quality (CTQ) characteristics are features by which customers evaluate the product or, and that can be used as measures for a project. CTQ stands for Critical to Quality. CTQs are translated from VOC. VOC is often vague, emotional or merely generalizations about products or services. CTQ's are the quantifiable, measurable and meaningful translation of VOC.
Table 1:
Definition of CTQ by various researchers
| Researchers | Definition of CTQ |
| Kenworthy (2004) | Key measurable characteristics of a product or process that must be met to satisfy customer and shareholder needs |
| Al Juboury (2012) | Measurable characteristics and requirements that are identified by the customer to ensure the improvements in order to guarantee his/her satisfaction |
| Tools to apply scales and improve the goals which are considered the primary basis to understand the current process requirements and that allow fulfilling the future process requirements |
|
Knop (2016)
| CTQ tree is a tool proposed within the Six Sigma concept, which decodes customer language (needs, expectations, requirements) into product/services specifications |
| CTQs are the internal critical quality parameters that relate to the wants and needs of the customer |
Key Terms in this Chapter
Process Map: A process map provides insight into a process, helps teams brainstorm ideas for process improvement, and increases communication and provide process documentation.
Customer: A person who buys goods or services from a shop or business.
Critical to Quality (CTQ): The internal critical quality parameters that relate to the wants and needs of the customer.
Service Sector: The service sector is the third of the three traditional economic sectors.
Standard: Something used as a measure, norm, or model in comparative evaluations.
Voice of Customer (VOC): A term that describes the customer’s feedback about his experiences with and expectations for the products or services.
Six Sigma: A disciplined, statistical-based, data-driven approach and continuous improvement methodology for eliminating defects in a product, process, or service.