CTQ/Process Matrix
“Equipment Repair” is the value stream of focus, as dictated by the most important CTQ factor, “Dealer Service.” The individual repair processes, such as the initial customer inquiry, scheduling, inspection, and so forth, are the inputs to a successful repair. The individual performance criteria comprising “Dealer Service” are the outputs of that process, from a market perspective. The impact of each input on each of the performance criteria is evaluated by the management team, and the overall import of each input can then be calculated. Of all the processes involved in equipment repair, the actual repair process, the scheduling process, and the inspection/diagnosis process are the three that have the greatest impact on value creation and delivery. These are the processes that should be mapped in detail for subsequent Lean and Six Sigma initiatives.
