ctq

Critical to Quality (CTQ) Tree

A CTQ tree is a tool that helps translate customer language into quantified requirements for a product or service.

---
title: CTQ Tree Example
---
graph LR
    direction LR
    subgraph Needs
        direction TB
        n1[Good Customer Service]
    end

    subgraph Drivers
        direction TB
        d1[Knowledgable Reps]
        d2[Friendly Reps]
        d3[Short Wait]
    end

    subgraph CTQs
        direction TB
        c1[Correct Answers]
        c2[Quick Answers]
        c3[Uses customer's name]
        c4[Polite]
        c5[Short hold time]
        c6[Immediate transfers]
    end

    n1 --> d1 & d2 & d3
    d1 --> c1 & c2
    d2 --> c3 & c4
    d3 --> c5 & c6