Six Sigma

CT Tree

CT Tree
We are in business to satisfy our customers. The CT tree is a tool that enables us to represent the "need-do" interaction by translating needs considered vital by the customer into products or services characteristics, and to link these characteristics to our business processes. The abbreviation CT stands for "Critical To," which can be expanded to express concepts such as "Critical To Satisfaction" (CTS), "Critical To Quality" (CTQ), "Critical To Delivery" (CTD), "Critical To Cost" (CTC), or "Critical To Process" (CTP). The CT matrix is the tool that links the process or CT Tree (columns of the matrix) and the product or CTY tree (rows). Critical To Satisfaction (CTS) characteristics are the expression of the customers vital needs. These needs are translated into critical requirements for Quality, Delivery and Cost. Critical To Quality (CTQ) characteristics are product, service, and/or transactional characteristics that significantly influence one or more CTSs in terms of Quality. Critical To Delivery (CTD) characteristics are product service, and/or transactional characteristics that significantly influence one or more CTSs in terms of Delivery. Critical To Cost (CTC) characteristics are product, service, and/or transactional characteristics that significantly influence one or more CTSs in terms of Cost. Critical To Process (CTP) characteristics are process parameters which significantly influence a CTQ, CTD, and/or CTC. From the equation Y = f(X1, X2, Xn), the CTQ, CTD, and CTC represent the dependent variable (Y), and the CTPs represent the independent variables (Xs). There are two types of trees: Process and Product trees, also known as CTX and CTY trees, respectively. A Product tree is a hierarchical breakdown of our product or service that allows us to visualize the CTQ, CTD, and CTC characteristics at each level of the hierarchy. A Process tree is a breakdown of our engineering, manufacturing, service and transaction processes. CTPs are identified at the lowest level of this tree. The number of levels in the trees is dependent on the complexity of the product/service. The same is true for processes. In a multilevel tree, these levels might be generically labeled as: Complex, system, sub-system, element etc.

CTQs, CTDs, and CTCs can be found at any level of the Product tree (CTY tree) and can be expressed as a function of the immediate lower level characteristics. In other words, a CTQcomplex is a function of (CTQ-system1,... CTQ-systemm), CTQ-system = f (CTQ-subsystem1,... CTQ-subsystemn), etc. At the element level, the CTQ-element is a function of (CTP 1,... CTPq). In practice, CTPs are identified directly below the element level of the CT tree in that they have a direct impact on the element CTQ, CTD, and/or CTC. However, they can influence these characteristics at other levels of the hierarchy. Further steps of the Six Sigma Breakthrough Strategy allows us to discover and subsequently control these CTPs. The CTQ, CTD, and CTC are "opportunities for non-conformance" that must be measured and reported (i.e. active opportunities) while the CTP represents "control opportunities." The opportunities for nonconformance that do not bear direct influence on customer satisfaction should remain in the passive mode when possible. The CTX and CTY trees, as well as the CT matrix are tools applicable to all areas of a business. Finally, The CT tree is a simplified Quality Function Deployment approach (QFD).

Key Questions
What does the phrase Critical to Satisfaction mean in terms of a customer? What does the phrase Critical to Quality mean in terms of a product, service or
transaction?

What does the phrase Critical to Delivery mean in terms of a product, service or
transaction?

What does the phrase Critical to Cost mean in terms of a product, service or
transaction?

What does the phrase Critical to Process mean in terms of a product, service or
transaction?

What is the relationship between defect opportunities and CTs?

Key Questions "Good morning and welcome to this session " said the Six Sigma Master Black Belt. "The CT tree is a tool that enables us to represent the need-do interaction, translate customers vital needs into product or service characteristics, and link these to our processes." "There are two types of trees that are used to create a matrix and link all these concepts. A Product tree, also known as CTY tree, is the hierarchical breakdown of our product or service, while a process or CT tree is a breakdown of our engineering, manufacturing, service and

transactional processes. The levels of these trees are generally labeled as complex, system, subsystem, and element." "The expression of the customers vital needs is called Critical To Satisfaction characteristics or CTSs. These needs are translated into critical requirements for Quality, Delivery, and Cost." "A product, service or deliverable characteristic that significantly influences one or more CTSs in terms of quality is labeled a Critical To Quality (CTQ) characteristic. If the characteristic influences Delivery it is labeled as Critical To Delivery (CTD) characteristic, and if the influence is on Cost it is labeled as Critical To Cost (CTC) characteristic. All three types, CTQs, CTDs and CTCs, are characteristics of the output of our business processes. A process parameter that significantly influences a CTQ, CTD and/or CTC is called a Critical To Process (CTP) characteristic. These characteristics (CTPs) represent the Xs in the equation Y = f (X1, X2, Xn), while the CTQs, CTDs and CTCs represent the dependent variable Y. The CTQs, CTDs and CTCs are "opportunities for non-conformance" that must be measured and reported, while the CTPs are "opportunities for control."

CT Matrix Components

Y = f (X1, X2, , Xn)

Translation of customer needs into product, service, or deliverable requirements in terms of quality, delivery, and cost. Breakdown of a specific product, service, or deliverable related to a particular requirement. CTQ, CTD, CTC characteristics are identified in this structure.

Y
Breakdown of the processes required to produce the product, service, or deliverable.
CT Tree

Area where projects are identified by discovering the relationship between product, service, or deliverable requirements and processes. Area where the process parameters that affect the requirements are later identified (X1, X2, , Xn). Area where leverage processes are identified.

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CT Matrix Components A Master Black Belt was asked the following question: "What exactly is the CT matrix?" The Master Black Belt showed the above illustration and replied: "After we identify the Critical To Satisfaction characteristics (CTS) and translate them into product, service or deliverable characteristics, we create a matrix that links these requirements to our processes. In a nutshell, the CT matrix has three components or regions: The Product tree where CTQs, CTDs, and CTCs characteristics are identified. Columns of the matrix are identified from this tree; The Process tree where the processes required to produce the product are identified. Rows of the matrix are identified from this tree; The area where the interrelation between process and products is identified. From the concept that "Y is a function of X," we can say that product characteristics represent the Y and that somewhere in the area of interrelations a Black Belt applying the Roadmap discovers the independent variables X1, X2, , Xn.

The CT Matrix Structure

CTY Tree (Product Tree)

...
CTX Tree (Process Tree)
Process Input

...

CTQ

CT Tree

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The CT Matrix Structure A student asked a Six Sigma Master Black Belt: "What is the structure of the CT Matrix?" The Master Black Belt responded: "We know that the CT matrix is built from the product and Process trees, and that each tree has different levels according to the detail used for the product or process. Each level has a different name, however, generically these labels are: Complex; System; Subsystem; and Element. The CT matrix offers various benefits, some of which are: The ability to identify potential Six Sigma projects by identifying leverage processes; The ability to link customer requirements directly to our processes at different levels; The possibility to visualize process and product capabilities when the Six Sigma tools are utilized and Sigma values are calculated. It is also fair to say that a complete CT matrix should be regarded as a long-term objective and not as something that will be completed after three months of implementing Six Sigma. However, it is also fair to say that it is a very useful tool to keep the presence of the customer at all levels and to identify Six Sigma projects. Also, we must recognize that the customer can be external or internal and from any department in the business.

Critical To Characteristics
The variation inherent to any dependent variable (Y) is determined by the variations inherent to each of the independent variables. A product requirement which impacts quality, delivery, or cost. One of the vital few process variables which can leverage Y.

Y = f(X)
Example
Product Capability
Probability of Defects Probability of Defects Probability of Nonconformance to Standard

Process Capability
Probability of Nonconformance to Standard

LSL

USL

LSL

USL

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Defect Opportunity
CT Tree

Control Opportunity

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Critical-to-Quality Characteristic CTQj

Critical-to-Process Characteristic CTPj

"Critical To" Characteristics During a Champion training session a participant asked: "Is there a tool in Six Sigma that links customers needs, product or service characteristics and our business processes?" The instructor said: "Yes, it is a tool with multiple steps and key concepts called the CT tree. The CT tree allows us to represent the "need-do" interaction and identify critical characteristics. It also includes a matrix that links the Product tree and the Process tree. "Why not call it process and Product tree instead of CT tree?" asked the participant. "In practice, we do," said the instructor. "There is a CTX or Process tree, and a CTY or Product tree. Moreover, CT stands for "Critical To... " this is further expanded as various names related to products and processes. For example: Critical To Satisfaction or CTS, Critical To Quality or CTQ , Critical To Delivery or CTD, Critical To Cost or CTC, or Critical To Process or CTP." "Is this related to QFD?" asked the participant. "It is a simplified approach to QFD," replied the instructor. "We can think of the CTPs as the control opportunities of the process, and the CTQs, CTDs, and CTCs as defects opportunities. Once we create the product and Process trees we will later see how to create a matrix that links the product, service, or deliverable requirements to our processes.

CTS Characteristics
CTS CHARACTERISTICS WE NEED: Ultra long range; Large cabin and flexible interior configuration; Supported by an excellent service network; Aesthetic finishing; Competitive price; Etc.

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CT Tree

CTS Characteristics The instructor said: "To illustrate how CTS characteristics are identified and the critical product requirements defined, let us consider the development of a new aircraft model. From a market survey, we identified vital customers requirements or CTS characteristics: Ultra long range; Large cabin and flexible interior configuration; Support by an excellent service network; Aesthetic finishing; Competitive price; Etc. Then we define the critical requirements in terms of Quality, Delivery and Cost: Range of 6,500nm at a cruise speed of M0.85 (CTQ); Large cabin size to accommodate a 3 compartment arrangement (CTQ); Flexible interior configuration for 8 to 19 passengers and 4 crew members (CTQ); Cost under $40M (CTC); Availablity in the second semester of 1998 (CTD);

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CTS CHARACTERISTICS ARE TRANSLATED INTO REQUIREMENTS FOR QUALITY, DELIVERY OR COST: Range of 6,500nm at a cruise speed of M0.85; Large cabin size to accommodate a 3 compartment arrangement; Flexible interior configuration for 8 to 19 passengers and 4 crew members; Cost under $40 M; Available in the second semester of 1998; Superior exterior finishing, Etc.

 Superior exterior finishing (CTQ); Etc.

CTS Characteristics

I GOT PAID: IN THE RIGHT AMOUNT; ON TIME; AT THE RIGHT PLACE; DEPOSITED IN MY ACCOUNT ETC.

THE CTS CHARACTERISTICS ARE THEN TRANSLATED INTO CRITICAL REQUIREMENTS FOR QUALITY, DELIVERY AND COST:

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CORRECT AMOUNT; DELIVERED EVERY SECOND THURSDAY FOR SALARIED EMPLOYEES; DELIVERED EVERY THURSDAY FOR HOURLY EMPLOYEES; ACCURATE NAME, CLASS, WAGE RATE, DEPT., ETC.

CTS Characteristics Meanwhile, a Champion in the Compensation department was analyzing the payroll process and his customers needs. He knew that some mistakes happen in the amount of pay some employees receive, and he wanted to use the CT concepts to identify and launch improvement projects. To start his analysis, he first wrote on a sheet of paper the words "Product: Pay Deposit Slip" and identified his customer as "Employee. From existing data regarding customers complaints, the Director and a Master Black Belt identified the customers vital needs or CTS characteristics: Pay in the correct amount; On time; Delivered at the right place; Deposited in the right account when direct deposit is requested; Etc. Then they defined the CTQ, CTD, and CTC: Correct amount (CTQ); Delivered every second Thursday for salaried employees (CTD); Delivered every Thursday for hourly employees (CTD); Accurate employee information: name, class, wage rate, department, etc. (CTQ);

CT Tree

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 Etc.

The Product Tree (CTY)

LEVEL

Complex

Complete Aircraft

System
Cockpit CTQ-System Fwd Fuse CTQ-System Mid Fuse CTQ-System Rear Fuse CTQ-System Empennage CTQ-System Propulsion

Subsystem

Subassy C1 CTQ-Subsystem Subassy C2 CTQ-Subsystem Skin C1 CTQ-Subsystem Skin C2 CTQ-Subsystem

Subassy C1 CTQ-Subsystem Subassy C2 CTQ-Subsystem Skin C1 CTQ-Subsystem Skin C2 CTQ-Subsystem

Subassy C1 CTQ-Subsystem Subassy C2 CTQ-Subsystem Skin C1 CTQ-Subsystem Skin C2 CTQ-Subsystem

....
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Element

CT Tree

The Product Tree (CTY) During a training session a student asked: "How do we construct the Product tree?" The instructor responded: "It is important to mention that the product or CTY tree is already available in many organizations and businesses. It is a product breakdown where we identify CTP, CTD, and CTC characteristics at different levels. For example, we could define the complex level as the complete aircraft, and the system level as the cockpit, forward, mid- and rear fuselage, empennage, propulsion, and so on. "We further to break down the product identifying CTQ characteristics related to the particular CTS until we list the parts that form the product at the element level." "Do you mean that we have CTQs, CTDs, and CTCs at various levels?" asked the student. "That's correct, said the instructor, "and each characteristic is a function of the immediate lower level characteristic. For example, the CTQ-complex is a function of the immediate lower level CTQ, and is written as: CTQ-complex = f (CTQ-system , , CTQ-system )." 1 n The instructor then said: "Let's consider the launching of a new aircraft, the CTS Ultra Long Range, translated as the CTQ-complex Range of 6,500nm at a cruise speed of M0.85. Looking

at the system level of the Product tree, we see that propulsion is a component that affects the CTQ-complex. Therefore, we must identify new CTQ-System for propulsion such as 10,000 lbs. of thrust, capacity of fuel tanks equal to nn, etc. The student added: "I now see why you mentioned that a CTQ is a function of the lower level characteristics.

Process Tree (CTX Tree)

LEVEL

Complex

Order Fullfilment

System

Bombardier Engineering System (BES)

Develop Conceptual Definition

Bombardier Manufacturing System (BMS)

Bind Preparation Program or Contract Start-Up Technical Data Preparation Production of 1 Sub-Units
st

Sales Process

Bombardier Customer Support (BCS)

Product Management Manage Customer Contracts Spares/Tech Pubs/Training Maintenance, Engineering Completion Centre Aviation Services

Administrative Process
Finance/Budget/Billing Human Resources/ Relations Strategic Planning & Communications

Subsystem

Develop Preliminary Definition Produce Product Definition Certify Product Support Product Development Manage the Project

Testing and Commissioning

CTS: Aesthetic Finishing CTQ: Superior Exterior Finishing

CT Tree

Process Tree (CTX Tree) To illustrate how the Process tree (CT tree) is defined, a participant who worked on a group assignment said: "Our team considered the launching of a new aircraft model, the CTS characteristic aesthetic finishing, and the CTQ-complex superior exterior finishing. To construct the Process tree we defined the complex level as the last process we carry out prior to delivering an aircraft. We defined it as the process where the aircraft is delivered to the customer. Each of the processes of the system level is further detailed at the sub-system level. However, since the product we considered is complex, we thought that we could have more than one subsystem level before defining the element level of the Process tree. Our organization has already identified our main processes, so we considered them as the system level of the CTX tree.

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Process Tree (CTX Tree)

Level

Subsystem 1

Manufacturing Systems

Subsystem 2

Production of 1 and Subs

st

Tools Management Supplying External Services and Supplies Supplying Purchased Components Units Assembly First Unit Construction Customer Order Management

Element

CT Tree

Process Tree (CTX Tree) During a Six Sigma course, a member of the group working on a project of launching a new aircraft said: "We thought that when our product or service is complex we can have more than one subsystem level in the Process tree. "For example, at the subsystem level of the Process tree the process Order Delivery System (BMS) was defined. However a second subsystem level provides more detail before defining the element level." "We then defined the levels needed to breakdown the processes until we arrived at the element level where we list the operations that affect the CTQ characteristics that we are interested in."

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CTS: Aesthetic Finishing CTQ: Superior Exterior Finishing

Mgmt. Of Cust . Prod. Sequence Changes

CT Matrix
Flexibleconfigura tion for 8 to 19 passengersand 4 crew members Cost under $40M

Complex Level Process Tree Subsystem Level

Bombardier Engineering System Develop conceptual definition Develop preliminary definition Produce product definition Certify product Support product development Manage the project Bombardier Manufacturing System Bid preparation Program or contract start-up Technical data preparation Projection of 1st and subs Testing and commissioning Bombardier Customer Support Product management Manage customer Contracts Spares/Tech pub/Training Maintenance engineering Completion center Aviation service

CT Tree

CT Matrix "What is the next step after constructing the product and Process trees?" asked a student. The instructor answered: "Imagine a Champion working on the launching of a new aircraft and that the CTS characteristics have been identified and translated into critical requirements as CTQs, CTDs, and CTCs. Moreover, let's say that the product and Process trees are defined at the first three levels. What the Champion does now is to use the Product tree including the CTQ, CTD, and CTCs as columns of the matrix, and the Process tree as the rows of the matrix. Then the Champion would identify the processes that impact the critical requirements, thus identifying leverage processes and potential Six Sigma projects. The student then said: "I believe that to have a complete CT matrix of a product, such as an aircraft, would be very long. "I agree, said the instructor. "It should be seen as a goal and we should all work together towards the completion of the matrix. Applying the Six Sigma tools to the key processes to satisfy our customers could give us precise information regarding process and product capability, identify strengths, opportunities for improvement, etc." "Finally, let us say that, although the road to complete the CT matrix is long, it is a tool that we can start using right now because the notion of a customer is not limited to an external customer. There are many internal customers with precise requirements. Examples of internal customers

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Bombardier Administrative Process Finance/Budget/Billing Human resources relations Strategic plan and communication

Available July 1998

Product Tree

Superior Exterior Finishing

Range of 6,500 NM at a cruise speed of M 0.85

Large cabin to accommodate 3 compartments

are: the next assembly area in a shop; the recipient of an engineering drawing, test or disposition; the user of a PC; a shop operator in need of a process sheet; etc."

CT Matrix
All details properly identified

Process Tree Subsystem Level

Bid Preparation Bid Preparation

Subsystem Level

Parts of correct dimension

Delivery as per schedule

Product Tree

All assemblies properly identified

Complete list of details andassy delivered

...

Program or Contract Start-up Program or contract start-up Development of production logistics Technical Data Preparation What document and how definition Production logistics implementation Production of 1st and Subs Tools Management Supplying external services and supplies Supplying purchased components Components fabrication Units assembly First unit construction Customer order management Management of customer production sequence changes Testing and Commissioning Testing and delivery of the units Change management Spare components procurement Spare component fabrication Product improvement Nonconformance management

CT Tree

CT Matrix The Champion in the area of "Detail, Parts, Fabrication, and Assembly" and a Master Black Belt were working together. They identified the customer as the Director responsible for the "Final Product Store and Shipping Area. Moreover, they identified the product or deliverable as the components required to complete "Kit B737," which consists of a number of detail parts and assemblies required for installation at a customers location. The Champion and Master Black Belt identified the CTS characteristics and translated them into critical requirements for Quality, Delivery, and Cost as follows: Complete list of detail parts and assemblies delivered - e.g., no shortages of parts (CTQ); All detail parts properly identified (CTQ); All assemblies properly identified (CTQ); Complete documentation stamped (CTQ); Delivery as per schedule (on-time) (CTD);

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 All parts produced to the correct dimension (CTQ); Etc.

After preparing the CTY (product) and CTX (process) trees, they prepare the CT Matrix and they see that the process related to "what and how, "component fabrication, and "units assembly" are areas where potential leverage projects can be launched. At the end of their meeting, the Champion and Master Black Belt talked about ways a Black Belt could use the CT matrix to further detail the key processes related to specific CTQs, CTDs, and CTCs.

Lessons Learned
Linking a customers needs to characteristics of our products and services, and to our The CT tree is a tool that enables us to represent the "need-do" interaction by translating
business processes is vital to keep focused on the customer. needs considered as vital by the customer into product or service characteristics, and to link these characteristics to our business processes. Critical To Satisfaction (CTS) characteristics are vital needs expressed by customers. Critical To Quality (CTQ) characteristics are process and service characteristics that significantly influence one or more CTSs in terms of Quality. Critical To Delivery (CTD) characteristics are process and service characteristics that significantly influence one or more CTSs in terms of Cycle time. Critical To Cost (CTC) characteristics are process and service characteristics that significantly influence one or more CTSs in terms of Cost Critical to Process (CTP) characteristics are process parameters which significantly influence a CTQ, CTD and/or CTC. They can be seen as inputs, parameters, process knobs, dials etc. In the equation Y = f (X1,Xn), CTPs are the Xs and the CTQs, CTDs and CTCs the Ys. "Quality" (CTQ), "Delivery" (CTD), "Cost" (CTC), or "Process" (CTP).

The abbreviation CT stands for "Critical To," with the characteristics "Satisfaction" (CTS), There are two trees: Product or CTY tree and Process or CT tree. Each represents a

breakdown hierarchy of various levels which is labeled in a generic fashion as: complex, system, sub-system and element. CTQ, CTD and CTC can be found at any level of the Product tree, and can be expressed as a function of the immediate lower level characteristic. In practice, CTPs are identified directly below the element level of the CT tree in that they have a direct impact on the element level CTQs, CTDs and/or CTCs. However, they can influence these characteristics at other levels of the hierarchy. Applying further steps of the Breakthrough Strategy allows us to discover and control the CTPs. CTQs, CTDs and CTCs are opportunities for nonconformance that must be measured and reported. The CT tree is a tool applicable to all areas of a business: Engineering, manufacturing, transactions, etc. The CT tree is an excellent tool to identify potential Six Sigma projects The CT tree is a simplified QFD approach. The CT matrix links both trees: CTY or Product tree represents the columns and the CT tree or Process tree represents the rows of the matrix.