CTQ/ CTP endl strive towards World Class Quality sess SYStematic selection of CTP & CTQ & to control all such processes and monitor them separately to minimize failure cost both internal and external and to achieve Q targets of the company. ....QUALITY Fitness for Use... ( Juran) > Quality is the distinguishing features or grade of the Product in Appearance, Performance, Life, Reliability, Taste, Odor and Maintainability etc. These are Called Quality Characteristics... Quality Characteristics derived from an understanding of VOC ( Voice of Customers ). Who is Customer ? Customer Segment voc Quality Characteristics CTQ'sVOICE OF THE CUSTOMER (VOC) The "Voice of the Customer" is a process used to capture the requirements/feedback from the customer (internal or external) to provide them with best-in-class service/product quality. This process is all about responsiveness and constantly innovating to capture the changing requirements of the customers over time.SIX SIXMA AS DMAIC PHASES NOOO”Who Is Your Customer? > Define products or » External customers pay services provided to the our bills customer > Internal customers use our » Identify the related outputs as their inputs to process achieve our business objectives and ultimately satisfy external customers (enn rnY cuMaximizing Customer Value . Customer SupplierVOICE OF THE CUSTOMER (VOC) The "Voice of the Customer" is the term used to identify-- > Stated Needs ( Satisfiers ) > Unstated needs > Expectations ( Delighters ) The “Voice of the Customer” can be captured in a variety of ways: -Direct discussion or interviews, -Surveys, -Focus groups, -Customer specifications, -Observation, -Warranty data, -Field reports, -Complaint logs, etc.DEFINITION cTQ: Any part parameter which have critical effect on quality is called CTQ (Critical to Quality). CTQ are to be indicated by R&D while issuing final drawing & product specification / inspection specification & are called as confirmed CTQ on parts, processes & product. CTP: Equipment or process control / characteristic which effect CTQ are termed as CTP (critical to process). Applies to all production lines, Assembly/sub assembly lines, Paint shop, Molding shop, Press shop & others.cTQ CTQ is — What a customer tells us they want from our product/service or process output — CTQs are rendered from the Voice of the Customers (VOCs) — CTQs must be specific, measurable and actionable Purpose The purpose of Critical-To-Quality is to convert customer needs/wants to measurable requirements for the business to implement.ELEMENTS OF CTQ Customer Quote: 'I consistently wait too long to speak to a representative.‘ CTQ Name: Responsiveness CTQ Measure: Time on hold (seconds) CTQ Specification: Less than 60 seconds from call connection to the automated response system Defect: Calls with hold time equal and greater than 60 seconds (e.g. 100 calls) Unit: Call (e.g. 2000 calls) Opportunity: 1 per callRESPONSIBILITIES R&D Product in charge: In charge (R&D) is responsible for reflecting final CTQ in drawing and for addition / deletion /modification & issue to all concerned. Qa: QAis responsible for identifying CTQ/ CTP based on FCR & line issues in consensus with R & D. & also responsible for monitoring on Z value & for review meets on CTQICTP. Production in charge: Over all responsibility for visual Mgt. for CTQ/ CTP & for Z Level (Parts & process) target achievement is with Production. Sourcing in charge: Sourcing in charge is responsible for Z level target achievement for identified CTQ of incoming parts.CTQ & CTP CLASSIFICATION = Product CTQ: --CTQ parameter to be marked as <@5> in drawing as applicable and Z level should also be mentioned in design standard. + Part CT --The detail CTQ parameter and Z level to be mentioned in parts drawing while issuing final drawing by R & D. +Process CTQ: --Process CTQ should be mentioned in QC flow chart and work instruction wherever required & to be monitored by process owner. + Performance CTQ: --Product performance CTQ should be mentioned in final drawing & to be monitored by process Owner/QA on line. CTP: ~-The CTP to be mentioned in QC Flow Chart and specifications should be mention in CTP check sheet. While monitoring on these CTQ/ CTP “Z” value or level should be under control.Z VALUE Following are some of the terms used while calculating on this Z value. Mean : Arithmetical mean of all sample. Standard Devi n: It’s a mean of square root of all samples deviation from arithmetic mean of samples. Zlev It reflects that how many sigma (standard deviation) are under specified limit. Zst ( Short term): Process capability for a short period as deemed that no external effect of 4m (such as Temp. worker, raw material facility) exist for process. Zit (Long term): Process capability for a sufficient long period as deemed that external effect exists for process. If we know sigma short term and we want to know about long term than we can use this formula. ZIt =Zst-1.5CTQ/ CTP SELECTION * Development stage: CTQ selection should be through tools like FMEA (Failure Mode effect analysis), FTA (Fault tree analysis). The improvement characteristic shall be selected as CTQ by R&D. QA shall verify CTQ item through similar analysis, experiments, & after verification final or confirmed CTQ are to indicated to production, sourcing & R&D for agreement. In case of product CTQ (in the design /product standard) major functions / related items or functions / items that requires improvement for satisfactory functioning shall be selected as functional CTQ. * Production stage: At production stage based on field issues and major quality failure the parameters shall be selected as CTQ with agreement of R&D by production & QA. Then CTQ shall be registered in standard format by process owner /production. CTP Selection: --Working Equipment and process or controls / characteristic that effect CTQ shall be selected as CTP by production in agreement with R&D and Q.A.CTQ/ CTP JUDGMENT + Product and part CTQ: CTQ judgment based on given table follow At development stage If Z value is less than target then R&D, sourcing & production shall raise deviation request and after QA head & factory head approval only the same can be further processed. Also deviation period for which the deviation is required should be mentioned if during that period partis not improved then again treat as a normal lot for decision on the same. OK /NG | EXISTING PARTS NEW PARTS, 4M Zit > Z target. Target achievement >target development. If the target is not achieved , deviations spec. shall be temporarily approved against development _Z level. NG Zit Z targetCTQ/ CTP JUDGMENT = FOR IQC LOT JUDGMENT: Lot judgment for CTQ part shall be based on Zst & Zit and it shall be controlled and monitored by QA & record to be maintained. » FOR OQC LOT JUDGMENT: Lot judgment for CTQ part shall be based on Zst & Zt and it shall be controlled and monitored by QA & record to be maintained. «» PROCESS CTQ JUDGEMENT: Process CTQ Judgment also need to be taken on Zst & Zit & it shall be controlled & monitored by QA & records to be maintained. In case of lot is rejected in CTQ part only, QA head can approve it after taking proper action plan from concerned dept.CTQ CHANGE, ADD / DELETE Through CTQ verification activities CTQ can be added /deleted or changed but reason to be clearly mentioned & recorded & this authority is with R&D team head at development stage and in regular production with QA. Head but in consensus of R & D & production. For CTQ based on field failures or issues, process failures addition / deletion or verification activity & Z level should be discussed and analyzed with concern dept. The host for this activity is QA head.PROCESS OWNER RESPONSIBILITY + Shall manage visual mgt. For CTQ/CTP items and processes, identification shall be through CTQ/CTP status board. * Shall give education to operator about check points , STDs, checking frequency etc. (for CTQ process Zit will be monitored and for CTP process X-R chart will be monitored.). + Should know about checking STD and record as per frequency. * — Daily measured data should be recorded by QA * — Zvalue shall be monitored and countermeasures shall be made for abnormal situation. * CTQ/CTP item should be reflected in the QC flow chart & work instructions.Q IMPROVEMENT ACTIVITY --Every lot Z level to be compared with Z target & if trend is not ok feedback to be given to concern dept and countermeasure shall be obtained. --Non inspection parts or activities to be monitored / checked min. quarterly. --During check / inspection if any defect or wrong information is found on JIR then inspection method shall be reviewed & re- regularized. --In case of any 4M change and ECN for non inspection CTQ parts calculate Z level with 30 sample, if below target value than revise inspection method.CTQ FOLLOW UP + ZLEVEL EVALUATION CTQ Z level to be reported & reviewed on min monthly basis in monthly CTQ Mgt. meeting and feedback to be given to concern dept. or supplier. * The CTQ status to be reviewed in monthly CTQ Mgt. meeting & for the non achieving CTQs & concern dept. / persons to give / present countermeasures to achieve targeted Z level. The Z level status to be reviewed every month by R&D, Production, QA head & team based on that decision shall be done on to add, delete, frequency change or review of the target.CTQ PROCESS FLOW CTQ -selection | ‘CTQ Control policy CTQitem setting | Measurement method ! Visual mgt. Ciq-ctp measurement Data input Data analysis J Line stop CAPAREQUIREMENTS 1) CTP Board &Time Check Board / Check Sheet installed on Line. 2) CTQ/ CTP Revision System Exists - Monthly CTQ/CTP meeting happening every month. 3) X-bar R Charts Display - Standardize improvement results. Z - Value 4.5 to 6.0. 4) CTQ's Identification by Design - Confirmation of CTQ's is done by QA after analysis like FMEA, FTA (Fault tree analysis) and final CTQ's are indicated to R&D and PROD for agreement. Z-Tgt is defined by QA based on 30 sample reading at the time of Pilot production. System have been stabilized and smoothened 5) Z-Value is calculated for all CTQ's, Tgt is defined for all CTQ's 100% CTQ's Achieved Z-target for the month. 6) Countermeasures and Improvement Action plan :Improvement trend overall performance Z-Value is evident. 7) Overall Z value achievement is from 4.0 to 6.0. Continuous improvement trend from last 6 months. 8) System for Time Check Processes revision- Monthly Time Check meeting happening every month. 9) Time check inspection carried out regularly and reports regularly reviewed by concerned HOD‘s.“Ideas are like rabbits. You get a couple and learn how to handle them, and pretty soon you have a dozen.” - John Steinbeck @uCT Matrix Product SystemA SystemB SystemC Product (Y) Tree fmm) supsystem1 Subssystem2 Sub-System3 Element A Element B_ Element G e charcoal charctarte? Chace 3 2 §& o § § 8 3 8 B/a/is/s/i Process (X) Tree m2 i z 2 1 * * cre E\a\\G < s ‘3 # g # ¢ - | i cTa ° = 7 = Leverage Point @uRelationship - CTS, CTQ, CTP The CT Matrix Structure CTY (Product Tree) [ Critical to Satisfaction (CTS) Business Success c= to Quality (CTQ) = = e f : Customer Satisfaction 3 | 8 a in Critical to Process (CTP) g a Ee 7 ¢ Product Quality x a 6 a @uProcess Mapping @uProcess Mapping — Benefits ee Lists all of Identifies possible Assists with root the 4 . ——— ) eatee erable ‘Hidden” Factories Lists all of the Lists all of the one input variables Walabies) J erly that allow each (KPOV) 7 step to be | carried out / Itisaliving (ed) document that may change as the process improvement is _/ developed Allows the team to better scope the project as well as documents how the process is currently being performedProcess Mapping - Essentials _——_———~—~L_______ Zz @.— Process Major Key Processes & activities / Sub-processes Boundaries y tasks a “ Process Inputs & Parameters Outputs Rs indicate Process s Owners Customers & Suppliers Document how the Reviewed aad process actually frequently operates, nothow itis supposed to operateProcess Mapping — Key Elements Specifications KPIV/ KPOV Type of Input (C,N, S) 7 f Value Added ra Quality (VA) or Non- Indicator Value Added (NVA) 4 oy Cost Per oy Unit RTY, PPM, coPQ Control Types of Gages Parameters / fo 7 aProcess Mapping - Steps ——Z=—~a>ai_Sté‘éB#=*’]‘™#*_‘i‘COSONSOSN#CONCCi‘(‘#‘CC(CCNS List all KPIV’s (X's) per process step. (Use the Cause-and- Effect diagram to aid = 7 List process steps of Rcititieeem, ccs pr currently being Pence Eee Conn Door Cr ce) you in identifying the performed (NVA) KPIV's for each process step) Identify type of Input, categorise KPIV's (\’s) as either a Deed i List the KPOV’s (Y) ne Controllable (C), oars Standard Operating a foreach step Peed Procedure (8), or Noise (N)Process Parameters ———~__~SCSTCTTtsté‘_™SOOSOSC;C Root cause of a defect Defects are also outputs is variation of the X’s a of a process step Y’s are the Reduce measured defects results of the / process and 7 include the f failure modes / X’smustbe © ofthe process / mney canta! Identify X’s which are the “ COPLever ay sources of the process ) cece variation AProcess Parameters - Questions Controllable mr ee eT Rect Due nes ere og acd Pras Pea ne en eee nuci erect Perec sur Standard . Operating Noise erat gy What are they? Pernt Are they impossible or impractical to control? Re How robust is the system ‘Are: they understoad?: to the noise? . Un ced Peruri ed eee ame ee oy enceProcess Parameters q = @uRoadmap - Process Mapping mays =ey a pe ae er Thatcrentes EP cig a thels ncedse, output requirements supplier ame meee -cupiicate process steps nny poe — TeaneK pm crigger torte process steps Jast sisi ee a eres) process: feasipitity & poison Me nag pcre cos a = es 0m) mm flraely ee : improvement (OM osnow a = a @uProcess Mapping ——————____-Ssté‘é‘“‘OCié‘CSié‘C;é‘ Process - Level #3 Step #2 |] Step #1 J Step #3 J] @uProcess & Product SSS ee Inputs === Process Steps / Tasks Outputs X’s y = f(x) am bai aii) Parameters Deen) Method (Procedures) cre melaele Prec P Procedure eee ecole Product Parameters, y's Teas Taka (SUN UGSURUCL)“If you are going through hell, keep going.” - Sir Winston Churchill @u 16CREI Statement (Concern, Requirement, Evidence, Impact) @uCREI — Problem Statement Concern What is wrong? (statement of non- conformity) Req What is it? or OL defined) Tun) Pee ee oie Cues Pee or Evidence <> What data demonstrates that something is wrong? Pe eg (objective Ue ees evidence Ty observed that Pouca) supports er ieaed statement of Slee nonconformity) Must be verifiable erProblem Types imple / Cause LOTT eas emg rey Seu an) Pd ieee Duce an a ee Pree ne hal Peete Rms Can only be eliminated by applying See Se ne eel) Pee ee cette one Stem Mme techs Pere rny Dsus Simple to Complex Complex / Cause Unknown / Dig Deeper pated issues fo of isk is nowProblem Types — Action Type Origin Method Action Just do it Known Trouble- Seen before; can live with impact shoot: when problem recurs rework Dig Deeper Unknown Root cause Data-driven investigation to analysis determine actual factors causing problem condition @u“To repeat what others have said, requires education; to challenge it, requires brains.” - Mary Pettibone Poole @u "Critical to Quality (CTQ) Characteristi coercion: Use the tree diagram £p define customer Performance to cTQs Schedule Deviation rom schedule in Customer complete Requirement 100% of commited ships prior to 5:00 pmas receved ‘on Customer recewing dock rere Product fed LSL= Ohours late USL= 6 hours early <3.40PMOCTQ : Critical to Quality = rs ma wa