Instructions © 2010 KnowWare International Inc

1. Use Excel's Drawing tools to revise the diagram

Excel 2007-2010 - Click on Insert - Shapes 2696 S Colorado Blvd Ste 555
2. Select the template sheet --> Sheet Denver, CO 80222
3. Move or Copy/Paste new boxes onto the sheet CTQ Tree
4. Connect the boxes using Excel Drawing Tools Connectors Driver Diagram Licensed users:
Tree Diagram May update this file
Tree Diagram Balanced Scorecard May copy this file
Most customers want business to be: Decision Tree May share completed files with co-workers, suppliers and customers
1. Better
2. Faster Unlicensed users:
3. Cheaper May receive and review completed templates created by licensed users
May NOT use this template to perform their own analysis without a license
CTQ Tree
Purpose: Link Critical to Quality customer requirements to measures To purchase a license:
http://www.qimacros.com/store
Balanced Scorecard (Tree Diagram) Email orders@qimacros.com
A balanced scorecard is a common method to link corporate goals. Call 888 468 1537 - (303) 756 9144
A balanced scorecard has four pillars or parts: Fax a PO to 888 468 1536 - (303) 756 3107
1. Financial Growth
2. Customers (i.e., satisfaction)
3. Quality (I.e., Lean Six Sigma)
4. Learning and Growth (I.e., a learning organization)
 CTQ Tree Diagram
Need Driver CTQ Metric

Smile 100%
Good Service Friendliness
of Time

Accurate Name
Pronunciation

Cycle Time / Seat within

Turnaround 5 min

Serve within
20 min

Problem
Attentiveness Resolution
Effectiveness

Drinks Full
Within 3
minutes
of empty
 Driver Diagram
Second Order Change Ideas
First Order
Driver Idea

Driver
Driver Idea

Driver Idea

Objective Driver
Driver Idea

Driver Idea

Driver Idea

Driver Idea

Driver Idea
nge Ideas Change Concepts

Idea

Concept
Idea

Idea

Concept
Idea

Concept

Idea

Idea

Concept

Idea
 Tree Diagram
Long-Term Short-Term Measures Targets
Reduce 50%
Vision Faster Cycle TIme
Cycle Time Reduction

Reduce 50%
Repair Time
Repair Time Reduction

Reduce 50%
Better % Defective
Defects Reduction

Reduce 50%
% Rework
Rework Reduction

Reduce
50%
Cheaper Cost of % Waste
Reduction
Failure

50%
% Rework
Reduction

Reduce
% 50%
Cost of
Inspection Reduction
Inspection

Optimize
% 50%
Cost of
Prevention Reduction
Prevention
http://www.qimacros.com/quality-tools/tree
 Balanced Scorecard
Long-Term Short-Term Measures Targets

Vision Financial Increase # of

% increase
Growth Customers Customers

Increase Average
% increase
Order Size Sale

Increase Frequency
% increase
Frequency of Sale

Increase
Customer
Customer Customer % increase
Satisfaction
Satisfaction

Increase
Referal Rate % increase
Referals

Increase
Frequency % increase
Frequency

Reduce
Quality Cycle Time % reduction
Cycle Time

Reduce Parts per

% reduction
Defects Million

Cost of
Reduce Waste & % reduction
Costs Rework
Learning & Increase
Training % increase
Growth Core Skills

Increase
Systems System Un-
% reduction
Availability availability
 Start

Decision
Stop ?

60% 40%

Lose Win

Decisio Decisio
n n
? 20% ? 40%

Opt1 40% Opt3

No Yes

Opt2
 4

1
6

40%

10
Opt3

11