Six Sigma Green Belt Define Phase CTQ Drill Down Tree (आसान भारतीय भाषा में समझें) day -16

 

CTQ Drill Down Tree क्या होता है

CTQ Drill Down Tree एक तरीका है जिससे हम:

👉 Customer की जरूरत (Need)
➡ उसे छोटे-छोटे कारण (Drivers) में तोड़ते हैं
➡ और फिर उसे measurable target (CTQ) में बदलते हैं

आसान भाषा में

👉 ग्राहक क्या चाहता है
➡ उसे detail में समझो
➡ उसे number (metric) में बदलो

Example 

Need: Good Customer Service

अब इसे detail में तोड़ते हैं 👇

Need (जरूरत)	Drivers (कारण)	CTQ / Metric (मापने योग्य लक्ष्य)
Good Customer Service	Knowledgeable Reps	सही जवाब देने की accuracy ≥ 99%
		बिना hold के सही जवाब ≥ 99%
		जानकारी देने का समय ≤ 60 sec
	Friendly Reps	ग्राहक को नाम से greet करना ≥ 100%
		call interrupt ≤ 0%
	Short Wait Time	call wait time ≤ 30 sec
		response time ≤ 60 sec

Simple Diagram

Customer Need
Good Service
      ↓
Drivers
(Staff Knowledge, Behavior, Wait Time)
      ↓
CTQ (Metrics)
Accuracy %, Time, Response Speed

🏭 Manufacturing Example

Need: Good Quality Product

Need	Driver	CTQ
Good Quality	Raw Material	Defect ≤ 1%
	Machine	Breakdown ≤ 2%
	Operator Skill	Error ≤ 1%

📋 Proper Matching Table

Driver (कारण)	CTQ / Metric (मापने योग्य लक्ष्य)
They need accurate answers to their questions	100% Accuracy on every call
They expect that call center associates are always right	100% Accuracy on every call
They want quick service	AHT (Average Handle Time) < 6 minutes
They want to reach associates without being on hold	Call Hold Time = 0 / बहुत कम
They want courteous service	Customer Satisfaction Score > 4
They want to be satisfied	Customer Satisfaction Score > 4

Final CTQ Tree Diagram

Customer Satisfaction (Need)
            │
 ┌──────────┼───────────┐
 │          │           │
Accuracy   Timeliness   Satisfaction
 │          │           │
 │          │           │
100%        AHT <       CSAT > 4
Accuracy    6 min       
 │          │           │
 │          │           │
Right       Quick       Courteous
Answers     Service     Behavior
No Error    No Hold     Happy Customer

📊 Case Study: Manufacturing Plant (Pulp & Fiber)

एक Pulp & Fiber Plant में customer complaints आ रही थीं:

• Paper quality खराब है
• Sheet weak है (जल्दी फट जाती है
• Moisture सही नहीं है
• Delivery late होती है
• 👉 Customer unhappy है

1️⃣ VOC (Voice of Customer)

ग्राहक क्या कह रहा है:

• “Paper quality ठीक नहीं है”
• “Strength कम है”
• “Delivery late आती है”

2️⃣ Need (ग्राहक क्या चाहता है)

• High quality paper
• Strong paper (tear न हो)
• On-time delivery

3️⃣ Driver (क्यों problem आ रही है)

अब problem को तोड़ते हैं 👇
Quality के drivers:

• Raw material quality
• Machine setting
• Operator skill

Delivery के drivers:

• Production delay
• Planning issue
• Machine breakdown

4️⃣ CTQ (Measurable Target)

अब सबसे important part 👇

Need	Driver	CTQ (Target)
Good Quality	Raw material	Defect ≤ 1%
Strong Paper	Machine setting	GSM variation ≤ ±2%
Good Quality	Operator skill	Rejection ≤ 2%
On-time Delivery	Production	Delay ≤ 1 day
On-time Delivery	Machine	Breakdown ≤ 2%

5️⃣ Improvement (क्या किया गया)

• Raw material inspection improve किया
• Machine calibration ठीक किया
• Operator training दी
• Production planning improve किया

6️⃣ Result (Outcome)
✔ Defect कम हुआ
✔ Quality improve हुई
✔ Delivery time सही हुआ
✔ Customer satisfaction बढ़ा🧠 Final समझ

🧠 Final समझ

👉 Customer complaint से शुरू किया
👉 Problem को तोड़ा
👉 Number (CTQ) set किया
👉 Improvement किया