Walk From Complaint to CTQ
Convert a customer complaint into a CTQ by identifying customer, output, measure, and defect definition.
Messy VOC A hospital buyer says the replenishment process is unreliable after three urgent restock issues in one month. If the team translates unreliable into an internal fix too early, it may improve the wrong output. VOC -> Output -> CTQ The complaint translation path Use SIPOC to identify the customer and output, then translate the VOC phrase into a measurable CTQ with a defect rule. Reflex Find a faster carrier. The Measure plan targets the customer-visible output. Translate pain before choosing causes. 01 Customer 02 Output 03 CTQ Name the customer and output Decision 1
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