Six Sigma Tools for continuous quality improvement

 

Critical To Quality

Tree diagram templates for Critical to Quality, Critical to Satisfaction, and Measurement Assessment

'Critical To' Tree Diagrams

There are 2 types of 'Critical To' Tree Diagrams,

and your Critical To Quality template (TreeCritical.xlsx)
can be used for both

1) Critical to Satisfaction Tree Diagram

A Critical to Satisfaction Tree Diagram starts with a single output
that is important to customer satisfaction for the product or service being analyzed,

choosing a single output from the SIPOC diagram
that your team already created for this same process

and then breaks down the hierarchical layers of characteristics that affect that output,
with the lowest layer identifying specific Elements that can be objectively measured.

Critical To Quality Tree

You will use this one template
in many ways

A Critical to Customer Satisfaction Tree Diagram
might identify product or service characteristics that are:

  1. Critical to Quality
  2. Critical to Delivery
  3. Critical to Cost

2) Critical to Process Tree Diagram

also known as a Process Flowdown

A Critical to Process Tree Diagram starts with a complex process

(such as 'Order Fulfillment', or 'Purchase Requisitions', or 'Employee Hiring'...)

and then breaks down the hierarchical layers of systems and sub-systems
that together comprise the complex process being analyzed,
with the lowest layer identifying specific Elements that can be objectively measured.

 

Measurement Assessment Tree

Use your Measurement Assessment template
to dive deeper

Measurement Assessment Tree Diagram

Once you have used your 'Critical To' Tree Diagram template
to identify the quality, delivery, cost, and/or process characteristics
that are critical the satisfaction of your customers' needs...

then your team might also want to use your
Measurement Assessment Tree Diagram template
to identify and stratify data that is (and is not)
worth measuring and controlling.

 

This web page contains step-by-step training for both

1) Your 'Critical To' Tree Diagram template

2) Your Measurement Assessment Tree Diagram template


Bookmark = critical

How to use your

Critical To Quality template

Find and open your template

Excel Ribbon bar > Systems2win menu

Find and open your
Critical To Quality Tree template

(TreeCritical.xlsx)

in the same way that you find and open
your other 150+ Systems2win templates.

Save your working document

following the usual document storage and naming conventions established by your leaders

Open a Blank Sheet

Systems2win menu > Open a Blank Sheet

When you're ready to start doing your own real work...

click the button to 'Open a Blank Sheet'

Excel Ribbon bar > Systems2win tab > Open a Blank Sheet

This blank sheet is where you will do your real work

(not on the Sample sheet)

Rename your new sheet.

If English is not your preferred language

Switch to your language, just like every Systems2win Excel template.

Now your team is ready to get started...

Use what you know about Excel Tree Diagrams

Follow the on-line instructions for how to use any Excel Hierarchy Diagram template.

Suggested workflow sequence:

Training video: Tree Diagram

  1. Insert primary shapes first

    without worrying much about colors, fonts, & formatting

  2. Resize workspace as needed

    a) row & columns, b) Print Area, c) drawing space

  3. Apply formatting as the last thing you do

Identify sub-levels

Perhaps use Brainstorming and Affinity Grouping
to identify and agree upon a hierarchical structure of sub-levels.

If this is a Critical to Satisfaction tree

these sub-levels are characteristics of the product or service output
that are critical to quality, delivery, or cost.

If this is a Critical to Process tree

these sub-levels are the systems and sub-systems
that comprise the layers of the complex process being analyzed.

Do a 'necessary and sufficient' check

1) Ask...

Is meeting each of these characteristics necessary
for the customer to be satisfied that the desired output is fulfilled?

If a characteristic is not necessary—remove it.

2) Ask...

Is meeting all of these characteristics sufficient
for the customer to be satisfied that the desired output is fulfilled?

If not sufficient—identify what is missing, and add it.

Identify Data Elements

also know as 'Characteristics'

Perhaps use Brainstorming and/or Affinity Grouping to identify and agree upon Data Elements.

A 'Data Element' is any way of objectively (or even subjectively)
measuring the effectiveness or efficiency of any:

  1. 'Critical To' characteristic (for a Critical to Satisfaction tree)
  2. Sub-system (for a Critical to Process tree)

Stratification Layers

It is NOT necessary (or usually desirable at this stage)
to further break down the Data Elements into Stratification Layers.

In a later step, you can use your Measurement Assessment Tree template

Measures Tree template

to identify Stratification Layers for only those measures
that your team chooses to actually measure and control.

Example of a Data Element might be...

Time to respond to a customer service inquiry.

Examples of Stratification Layers might be…

By customer service rep. By geographic region. By customer type. By type of inquiry.
Internet vs. telephone inquiries...

Choose which Data Elements to measure & control

Measurement Selection Matrix

Choose the right tools for Measurement Selection

Use a formal team decision-making process
to choose the Data Elements to measure & control,

perhaps using one or more of the following tools
as decision-making and consensus-building aids:

  1. One or more of your Measurement Selection Tools
  2. One or more of your Decision Making Tools
  3. Measurement Assessment Tree

Establish measurable goals

Establish measurable goals for each Data Element.


Bookmark = measures

How to use your

Measurement Assessment Tree template

Find and open your template

Excel Ribbon bar > Systems2win menu

Find and open your
Measurement Assessment Tree Diagram

(MeasuresTree.xlsx)

in the same way that you find and open
your other 150+ Systems2win templates.

Save your working document

following the usual document storage and naming conventions established by your leaders

Open a Blank Sheet

Systems2win menu > Open a Blank Sheet

When you're ready to start doing your own real work...

click the button to 'Open a Blank Sheet'

Excel Ribbon bar > Systems2win tab > Open a Blank Sheet

This blank sheet is where you will do your real work

(not on the Sample sheet)

Rename your new sheet.

If English is not your preferred language

Switch to your language, just like every Systems2win Excel template.

Now your team is ready to get started...

Use what you know about Excel Tree Diagrams

Follow the on-line instructions for how to use any Excel Hierarchy Diagram template.

Suggested workflow sequence:

Training video: Tree Diagram

  1. Insert primary shapes first

    without worrying much about colors, fonts, & formatting

  2. Resize workspace as needed

    a) row & columns, b) Print Area, c) drawing space

  3. Apply formatting as the last thing you do

Identify a single important Output (Y)

Identify a single output (Y) that is important to customers
and write it in the single node at the top of the chart diagram

(just below the top-level text boxes)

Tip: You might create multiple worksheets to analyze multiple outputs.

Ask your questions

Define the questions that you would like to understand about that output
and enter those questions in the top-level text boxes.

Perhaps use Brainstorming and/or Affinity Grouping to identify and agree upon questions.

Identify Stratification Factors (X Variables)

Measures Tree template

You'll get a lot more out of this training if you have your template open in front of you

Refer to the help text boxes on the Sample sheet

Identify Stratification Factors (X Variables)
and enter them in the layer beneath the (Y) Output

Definition of a Stratification Factor =
The ways that you want to analyze your data to possibly reveal meaningful patterns.

Perhaps again use Brainstorming and/or Affinity Grouping.

Conceive specific Metrics

Come up with ideas for specific Metrics
and add them in boxes beneath each Stratification Factor

Metrics must be observable and measurable.

Just summarize each metric with a very brief title here.
Use your Operational Definitions worksheet to define very clear definitions and procedures for each metric.

(Perhaps add a link to the Operational Definitions worksheet.)

Determine whether data exists

Review each measure (each metric and the Y output)
and determine whether the data exists, or whether special data collection will be required.

Use your team's user-defined formatting system to differentiate which data does and does not exist.

(and personalize the Legend text box to explain your formatting)

Determine whether each metric will help predict the outcome (Y)

Use your team's user-defined formatting system
to differentiate which metrics will and will not help predict the outcome (Y).

 


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