关键质量要素

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关键质量要素（Critical To Quality，简称CTQ）

　　CTQ全称是Critical To Quality，即关键质量要素。该概念常在six sigma管理中被提到。关键质量要素是影响项目、产品或者服务的关键要素；顾客通过对CTQ的测量，就能判定产品或服务是否合格。其作用是可以将空泛和抽象的顾客要求转化为具体的可测量指标。

　　企业提供的产品和服务必须满足客户要求的品质特征。在Six Sigma (六西格玛)中, 通常用Y来表示。很多公司都是把其作为一个输出的衡量性指标（Outcome Indicator）举个例子来说，麦当劳顾客减少，此时的关键指标就是平均每天顾客人数(person/day)不同的项目有不同的指标的。

　　CTQs (Critical to Quality) are the key measurable characteristics of a product or process whose performance standards or specification limits must be met in order to satisfy the customer. They align improvement or design efforts with customer requirements.

　　CTQs represent the product or service characteristics that are defined by the customer (internal or external). They may include the upper and lower specification limits or any other factors related to the product or service. A CTQ usually must be interpreted from a qualitative customer statement to an actionable, quantitative business specification.

　　To put it in layman's terms, CTQs are what the customer expects of a product... the spoken needs of the customer. The customer may often express this in plain English, but it is up to us to convert them to measurable terms using tools such as DFMEA, etc.

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