What is the first step in establishing Critical to Quality (CTQ)?

Understanding the Voice of the Customer is crucial in establishing Critical to Quality (CTQ) because it provides the foundational insights needed to identify what customers value most in a product or service. This step involves gathering information about customer needs and expectations, which can be achieved through various methods such as surveys, interviews, or focus groups. By comprehending what the customer considers important, organizations can prioritize the aspects of their offerings that directly affect customer satisfaction and loyalty.

The subsequent steps in the CTQ process rely heavily on this understanding. For instance, once the voice of the customer is clear, it becomes possible to identify the key attributes that align with customer expectations, define specific CTQs, and ultimately link these CTQs to process outcomes that can drive improvements. Therefore, gaining insight into the voice of the customer is not just an initial step; it informs the entire process of quality management and ensures that efforts are aligned with customer needs.