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Generating CTQs from VOC

Generating CTQs from VOC

Abstract

This techno-commercial paper describes the methods followed to determine the  Critical to Quality (CTQ) requirements from the Voice of Customer (VOC) for surgical devices. It highlights the challenges when the requirements are contradicting and may require compromising one for the other. In addition, this paper captures the process of identifying the right path of solution to determine the CTQs that can create value to the end user and make the product successful in the market. This paper would serve as a good reference for medical device manufacturers, product designers, and MR practitioners.

Excerpts from the Paper
VOC is created through discussions and meetings with the end user. Most of the times, these discussions yield statements that are vague and generic. Interpreting and translating these into something measurable and designable providing technical solution has always been a challenge. This paper  focuses on the development of technical requirements for medical devices such as surgical tools.
After starting a project and gathering VOC data, it is time to define the  CTQ outputs. CTQs are the key measurable parameters of a product or process whose performance standards or specification limits must be met in order to satisfy the customer. These outputs represent the product or service characteristics defined by the customer (internal or external). These outputs may include the upper and lower specification limits or any other factors related to the product or service. Typically, a CTQ must be interpreted from a qualitative customer statement to an actionable and quantitative business specification. Establishing CTQs is vital for a company to meet customer needs and keep up with the competition.

 

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