Translate Voice of Customer Into CTQs
Convert a customer complaint into a measurable CTQ with unit, target, and defect definition.
Do not let internal metrics impersonate the customer's requirement. VOC gives you the words; CTQ gives you the measurement. Capture The Exact Voice Start with the customer's language. The phrase is data because it shows what the customer notices. If a customer says invoices are impossible to reconcile, do not jump to finance accuracy. Ask what impossible means in the customer's workflow. Translate To An Output A CTQ should describe the output the customer receives or experiences. It is usually stated as a measurable requirement: confirmation received within 10 minutes, invoice line matches purchase order, support answer resolves the issue…
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