Value, quality, and productivity techniques that are especially useful in addressing specific business areas are discussed below. Customer The mission of all organizations is to satisfy customer's needs repeatedly day after day. Customer Satisfaction is a key element in TQM and ISO9000-2000. CTQs can then be determined in sequence for the the various components of the product, the processes to make the components, and the process controls. This chain of CTQ requirements links marketing, design, and production to a core customer requirements.
Customers demand increasingly high quality and reliability.
QS9000 and ISO9000-2000 quality systems require continuous quality improvement systems. The first efforts for improving quality are usually on improving the process since that is usually less costly than re-designing the product. Multi-functional process improvement teams are particularly effective in eliminating defects, resolving repetitive quality and productivity issues, and meeting the process CTQs. Focusing on a broad process perspective works well in job shop operations as well as in high volume operations. Simple statistical testing can be used to determine CTQs.