Chapter fourteen:

14.2

Measure

281

Critical characteristics

The main aim of measure is to create a clear and measurable project that is identified in
define phase. The initial objectives are to determine the critical to quality (CTQ) and create a flow down that clearly relates various processes and its measurements to the chosen
project. Let the project chosen be denoted as Y. The flow down helps in recognizing and
identifying the various tools required for measuring the process metrics and process performance (Figure 14.1).
The three critical characteristics that sets the stage for setting up quality are as follows
(Figure 14.2):
1. Critical to satisfaction (CTS)
2. Critical to quality
3. Critical to process (CTP)

Project Y

Goal-means
flowdown

Measurable y

Figure 14.1 Project flow down.

Customer

CTS

CTQ

CTP

Figure 14.2 Stage for quality.

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Quality management for organizations using Lean Six Sigma techniques

14.2.1

Critical to satisfaction

The main attributes of CTS is to study the critical variables that satisfy the customers
needs. This may be considered the project big Y. The needs of customers keep changing.
When the basic needs of the customers are fulfilled they look for new advancements.
Hence satisfaction is critical and vital for every project that clearly measures the current
needs of the customers. The customers needs can be of the following (Juran and
Godfrey1999):

Stated needs
Real needs
Perceived needs
Cultural needs
Unintended needs

14.2.2

Critical to quality

CTQ is used to for identifying the measurable characteristics or features of a product or

a service to verify if the customers are satisfied (big Ys), though the precise measurement
of metrics is not done in this stage (Eckes 2001). The measurements and its techniques are
discussed later in this chapter.

14.2.3

Critical to process

The above two topics have now provided with the information on customers needs and
variables. More precisely, the actions CTP are carried out to measure the output of the
processes involved in improving the quality of the product based on customers needs.
The variables in the processes can be termed little ys which provide controlled output
measures to indicate satisfaction to CTQs. Figures 14.3 and 14.4 represent the importance
of each critical thinking function.

Customer: I just want a

Big Y
(CTS)

good cup of coee!

What are the attributes that make a cup of

coee good?

Big Ys
(CTQ)

Taste, hot, portion, and appearance.

Yummy

What is the
temperature?

16 oz

0.1 l

Figure 14.3 CTS, CTQ, and CTP.

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Clean cups,
no floaters,
rich look...

Little y s
(CTP)

Chapter fourteen:

Measure

CTQ
characteristic

283
CTP measurable
characteristics

Input
characteristics

Input controls

Taste

ppm coffee

Temp

pH

Portion

Taste test survey

Appearance

Coffee Meister Result

Figure 14.4 Flow down from Y to x.

Identify means needed to
achieve the overall goal

Describe a clear
overall goal

Overall goal
(big Y)

End
Goal
(big Y)

Means

Identify
means of
achieving
these
scopeddown
goals

Goal
(big Y)

The means become new goals

Goal
(big Y)

Means

Means

Means

Means

Means

Means

Means

Means

Means

Figure 14.5 Generic flow down process.

14.3 Flow down process

The flow down process is done in order to narrow down the various attributes of the
product into specific features that are important in improving quality. Flow down process
thus helps in identifying the CTS, otherwise known as output Y. If the Y is too broad
in scope, the features are to be funneled down until a manageable little y is achieved.
The little y thus obtained should be measurable. The following is the generic flow down
process transforming Y to little y (Figure 14.5).

14.3.1

Construction of a flow down process

The construction of flow down process is very important. The variables are narrowed
down based on the CTS and if any important variables are missed from the process it
could lead to catastrophe and make the Six Sigma project void. There are two approaches
for constructing the flow down diagram: (1) TopDown and (2) BottomUp.
1. TopDown
a. State single high-level (Level 1) objective.
b. Identify next-level (Level 2) means for accomplishing the objective.
2010 Taylor & Francis Group, LLC