Continuous Improvement Toolkit Critical-to Tree (CTQ) CT Continuous Improvement Toolkit . www.citoolkit.com
Managing Deciding & Selecting Planning & Project Management* Pros and Cons Risk PDPC Importance-Urgency Mapping RACI Matrix Stakeholders Analysis Break-even Analysis RAID Logs FMEA Cost -Benefit Analysis PEST PERT/CPM Activity Diagram Force Field Analysis Fault Tree Analysis SWOT Voting Project Charter Roadmaps Pugh Matrix Gantt Chart Decision Tree Risk Assessment* TPN Analysis Control Planning PDCA Matrix Diagram Gap Analysis QFD Traffic Light Assessment Kaizen Prioritization Matrix Hoshin Kanri Kano Analysis How-How Diagram KPIs Lean Measures Paired Comparison Tree Diagram** Critical-to Tree Standard work Identifying & Capability Indices OEE Pareto Analysis Cause & Effect Matrix TPM Simulation Implementing RTY MSA Descriptive Statistics Understanding Confidence Intervals Mistake Proofing Solutions*** Cost of Quality Cause & Effect Probability Distributions ANOVA Pull Systems JIT Ergonomics Design of Experiments Reliability Analysis Hypothesis Testing Graphical Analysis Work Balancing Automation Regression Scatter Plot Understanding Bottleneck Analysis Correlation Run Charts Visual Management Performance Chi-Square Test Multi-Vari Charts Flow 5 Whys 5S Control Charts Value Analysis Relations Mapping* Benchmarking Fishbone Diagram SMED Wastes Analysis Sampling TRIZ*** Focus groups Brainstorming Process Redesign Time Value Map Interviews Analogy SCAMPER*** IDEF0 SIPOC Photography Nominal Group Technique Mind Mapping* Value Stream Mapping Check Sheets Attribute Analysis Flow Process Chart Process Mapping Measles Charts Affinity Diagram Surveys Data Visioning Flowcharting Service Blueprints Lateral Thinking Critical Incident Technique Collection Creating Ideas** Designing & Analyzing Processes Observations Continuous Improvement Toolkit . www.citoolkit.com
- Critical-to Tree Also called a Critical to Satisfactory Trees. A translation of the VOC. “Improve Customer Service” is too broad. Translates broad customer needs into specific, actionable and measurable performance requirements . Moves team from high-level customer needs to a detailed level. Establishes a visual layout connecting customer needs to the project. Continuous Improvement Toolkit . www.citoolkit.com
- Critical-to Tree Critical to Satisfaction can include: Critical to Quality: E.g.: Pizza must be hot and properly made. Critical to Critical to Cost: Satisfaction E.g.: Pizza price must be affordable. Critical to Delivery: Quality Cost E.g.: Pizza must be served on time. Delivery Continuous Improvement Toolkit . www.citoolkit.com
- Critical-to Tree Example – Management Wants Better Oil Management: Less oil losses Cost Less operator time consuming Better oil control (observation and recording) Critical-to Quality Satisfaction Better reporting of issues Safety No handling of drums Delivery Continuous Improvement Toolkit . www.citoolkit.com
- Critical-to Tree Example – Customer wants Better Store Services All phone calls answered within 20 seconds Delivery 90% of the purchases & refunds processed within 3 minutes All customers greeted within 30 Critical to seconds of entering the store Quality Satisfaction All staff to smile genuinely when interacting with customers 80% of customers satisfied with refund policy Continuous Improvement Toolkit . www.citoolkit.com
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