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Some basic definitions: Critical to Quality (CTQ) or Critical to Quality Characteristics (CTQC): Specific factors or attributes that are associated with your products, processes, and services that customers consider extremely important. This is often identified by listening to your customers through surveys, interviews, complaints, and other ways for fully understanding the requirements of your customers. Six Sigma professionals refer to this as Voice of the Customer or VOC. Once you have captured VOC, you can then translate this information into CTQ's. Translation of CTQ to Operational Definitions: This project did not rely heavily on "Voice of the Customer" through surveys, focus groups, and other techniques since the customer audience (project personnel) did not provide much insights into the sources of the problems. Therefore, it was considered necessary to create a CTQ Diagram that drilled down to the CTQ related sources. A total of fourteen sources were identified as listed on the next tab. Once each CTQ was identified per the CTQ Diagram, operational definitions were established to help indicate what is acceptable performance. Operating definitions (acceptable performance) has been expressed in terms of three dimensions: 1. Performance Standard - Set a threshold or benchmark for measuring if performance is acceptable or not. 2. Measurement Test - Describe a procedure or task that can be performed to determine if the actual transactional data is actually meeting the Performance Standard. 3. Measurement Results - What is the output of the measurement test?
1 Timely Base Rates 2 Accurate Base Rates 3 Timely Fringe Benefits Rates 4 Accurate Fringe Benefits Rates
Updated Listing provided every 6 months Actual Base Rate of Pay for Employee is within 1% accurate of the source system Updated Listing provided every 6 months Actual Fringe Benefits Rate of Pay is within 2% accurate of the source system All weekly timesheets approved - 99% approval processing rate All weekly timesheets coded and entered correctly - 99% accuracy rate All weekly hours have been accounted for and entered - 99% accuracy rate All monthly vendor invoices have been approved - 95% approval rate All monthly vendor invoices have been coded and entered correctly - 99% accuracy rate All monthly employee expense statements approved - 95% approval rate All monthly employee expense statements coded and entered correctly - 99% accuracy rate All monthly employee expense statements accounted for - 99% accuracy rate All procurement credit card purchases approved and authorized - 99% approval rate All procurement credit card purchases coded and entered correctly - 99% accuracy rate
5 Manager Approval of Labor Hours 6 Correct Coding of Labor Hours 7 Completeness of Labor Hours 8 Officer Approval of Vendor Invoices
Continuous Continuous
Broken
Continuous Continuous
Analyze sample credit card purchases and test for Do Not Measure - not material to costs per approval in processing Pareto Analyze sample credit card purchases and test for Do Not Measure - not material to costs per accuracy in the Project Management System Pareto
Continuous
Continuous
Preliminary Testing and Reviews for each CTQ listed above: 1. Compare the Financial Reporting System Cost Runs for a sample of IT projects and compare these to the Expense Print Outs from the Project Management System. Determine the extent to which vendor invoices, employee expenses, and credit card payments are not entered correctly into the Project Management System. 2. 3. 4. Compare the active personnel assigned to a sample of projects and determine if the weekly timesheets are entered and approved. Contact the System Administrators over the Project Management System and determine how often actual labor rates get updated. Contact the System Administrators over the Project Management System and determine how often actual fringe benefits rates get updated.
Based on the four tests above, one of three grades was assigned to the CTQ: Working - The process related to CTQ appears to meet the performance standard defined. Broken - The process related to the CTQ appears to be broken and needs improvement. U T D - Unable to Determine; need to sample and test the population data. This preliminary review helped determine the scope and downstream work required for this project.