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Understanding Critical Customer Requirements: Quality, Cost, Process, Safety, and Delivery

This chapter outlines the essential aspects of critical customer requirements (CCR) categorized into five key areas: quality, cost, process, safety, and delivery. Each requirement reflects customer expectations, such as the physical specifications that assure quality (CTQ), cost impacts (CTC), key process inputs (CTP), safety needs (CTS), and timely delivery (CTD). The importance of quantifying these requirements to align with customer needs is emphasized, showcasing how these critical parameters influence product development and operational efficiency.

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Understanding Critical Customer Requirements: Quality, Cost, Process, Safety, and Delivery

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  1. Chapter 4 Critical Requirements

  2. Objective • Critical quality requirements • Critical cost requirements • Critical process requirements • Critical safety requirements • Critical delivery requirements

  3. Critical to x (CTx) requirements • Critical customer requirements are expressed as expectations or needs. • Process CTx’s act to quantify the critical customer requirements.

  4. Critical to Quality (CTQ) • Critical to quality (CTQ) may include the physical dimensions of height, width, depth, and weight. • CTQ’s are translated into critical requirements through customer defined specifications. • For example the customer may specify the weight of the product to be between 15 and 20 pounds. • Products outside these specifications will not meet the customer’s critical requirements.

  5. Critical to Cost (CTC) • CTCs deal exclusively with the impact of cost to the customer. • In the earlier example products heavier than 20 pounds may require more power consumption, thus increasing the cost.

  6. Critical to Process (CTP) • CTPs are typically key process input variables such as temperature, pressure, and humidity. • Once thers settings are determined they can be set to achieve a consistent process output.

  7. Critical to Safety (CTS) • CTS are customer needs for safety of the product or process. • In our earlier example product heavier than 20 pounds may cause back injuries. • Products lighter than 15 pounds may also cause back injuries because the operator picks up two at a time.

  8. Critical to Delivery (CTD) • Typically one thinks of late deliveries. • However delivering too early may be a problem to some customers because it represents excess inventory requiring early payment.

  9. Summary • Critical customer requirements are expressed as expectations or needs. • Critical to quality (CTQ) may include the physical dimensions of height, width, depth, and weight. • CTCs deal exclusively with the impact of cost to the customer. • CTPs are typically key process input variables such as temperature, pressure, and humidity. • CTS are customer needs for safety of the product or process. • Typically one thinks of late deliveries (CTDs).

  10. Home Work • 1. What do process CTx’s do to critical customer requirements? • 2. What are some critical to quality requirements? • 3. What are some critical to process (CTP) variables?

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