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CTQ Tree: Critical to Quality
Highest Rated
Rating: 4.8 out of 5(55 ratings)
2,859 students

CTQ Tree: Critical to Quality

Translate Voice of the Customer into measurable drivers and Critical-to-Quality requirements using a practical CTQ Tree
Created byRobert Chapman | Business Improvement Solutions
Last updated 8/2026
English
English [Auto],

What you'll learn

  • How to build the Critical to Quality Tree tool
  • What critical to quality is
  • How to identify what is critical to quality for your customers
  • How to understand your customers' needs and respond effectively
  • Identification of the voice of the customer
  • Gathering of customer information and feedback
  • Gathering of customer requirements to build and shape future products and services
  • How to use the data generated to impact the customer positively
  • Deliver higher quality products that are more likely to sell well
  • Deliver higher quality products that are more likely to receive great customer feedback

Course content

5 sections • 18 lectures • 1h 25m total length

  • What is covered in this course?1:09

    In this video, we will run through what is going to be covered withtin this course.

  • Disclaimer0:57

    In this video, we will run through a brief disclaimer for this course.

  • What is the purpose of this course?3:32

    In this video, we will explore what you are going to gain by taking the course.

Requirements

  • No prior customer experience or improvement knowledge is required.
  • Bring a real or example situation to use during the course.
  • A spreadsheet or note-taking tool is helpful but not required.
  • Use the course Q&A if you need help.

Description

Understanding your customer, their needs and their requirements is crucially important - probably the most important thing you need to grasp in your business. To obtain this knowledge, you need a tool that will help you to gain the crucial insights to help you shape your products and services. This is where the CTQ (critical to quality) Tree tool comes in.


This tool enables you to work logically through a process, whether on your own, as a business or with your customer to establish their needs, what drives the successful delivery of these needs and the SLAs (service level agreements) that sit around them. The tool is multifaceted, giving you greater insight into what your customer wants but also enabling you to make better, more informed decisions and create lasting and achievable SLAs.


In this course, we do the following:


- Go through the fundamentals of this tool (what CTQ is, what the tool is, the benefits and customer analysis).


- We walk through the process you need to follow in order to deliver the tool.


- We break the tool down into its constituent parts and explain each, in detail.


- There are also several demonstrations, based on real life examples of CTQ Trees being deployed in a range of scenarios.


- And we will give hints and tips along the way to ensure you are covered when looking to deploy this tool.


Being able to understand your customer's needs today, tomorrow and longer term is a practical skill used across many organisations and insight that is non-negotiable for any successful business. With the CTQ Tree, you get just that!

Who this course is for:

  • Customer experience professionals translating feedback into action
  • Product and service managers defining customer requirements
  • Process owners improving customer-facing workflows
  • Business owners seeking more evidence-based customer decisions

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