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How Total Quality Management and Lean Six Sigma Drove Need for Supply Chain Integration
Published in Erick C. Jones, Supply Chain Engineering and Logistics Handbook, 2020
This tool actually focuses on the key metrics of customer satisfaction. A critical to quality (CTQ) tree will translate the initial customer requirements to numerical or quantified requirements for the product or service. The creation of the CTQ tree involves the following steps: Identify the customerIdentify the customer’s needIdentify the set of basic requirements of the customerProgress further with more levels as neededValidate the requirements with the customer.
What Do My Customers Really Want?
Published in Chris Hook, Ryan Burge, James Bagg, Routines for Results, 2017
Chris Hook, Ryan Burge, James Bagg
Typically used in the problem definition phase of a Six Sigma initiative, the critical to quality (CTQ) tree is a very useful technique to identify the drivers of product or service value. This tool, depicted in Figure 5.7, focuses on the key metrics of customer satisfaction, and translates initial requirements to quantified measurements or the product or service. It is the quantitative requirements that the organization may need to satisfy. The benefit of this tool is its ability to help the user visualize the “hard-to-measure” pieces of a larger, more generic requirement.
Improving patients’ satisfaction in a mobile hospital using Lean Six Sigma – a design-thinking intervention
Published in Production Planning & Control, 2020
Vijaya Sunder M, Sanjay Mahalingam, Sai Nikhil Krishna M
The Define-Measure-Analyze-Design-Verify (DMADV) roadmap of Six Sigma which advocated Design thinking has not been frequently used to study healthcare quality (when compared with its counterpart, DMAIC). To bridge these gaps, we present a case study conducted in a mobile hospital, with an aim to improve customers’ satisfaction through reducing turnaround time (TAT) while providing healthcare services. Design-thinking intervention to LSS toolkit helped resolve a real-time problem using DMADV roadmap. The LSS method helped reduce the turnaround time in serving patients, by designing a standard process with a focus to improve both central tendency and variation of the existing ad-hoc practice in a mobile hospital. Lean Six Sigma tools such as project charter, process mapping, Critical to Quality (CTQ) tree, Value Add – Non-Value add (VA-NVA) analysis, process capability analysis, quality function deployment (QFD), and so on, are used for this effect. Lessons learned and implications are further discussed as part of the article. Following this introduction, we present a brief overview of mobile hospitals to highlight their importance. Section 3 provides an overview of LSS and its applications in healthcare. Methodological details are provided in Section 4, followed by a case study in Section 5. Lessons learned and implications are presented in Sections 6 and 7 alongside the concluding notes.