關鍵質量要素
出自 MBA智库百科(https://wiki.mbalib.com/)
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關鍵質量要素（Critical To Quality，簡稱CTQ）
CTQ全稱是Critical To Quality，即關鍵質量要素。該概念常在six sigma管理中被提到。關鍵質量要素是影響項目、產品或者服務的關鍵要素；顧客通過對CTQ的測量，就能判定產品或服務是否合格。其作用是可以將空泛和抽象的顧客要求轉化為具體的可測量指標。
企業提供的產品和服務必須滿足客戶要求的品質特征。在Six Sigma (六西格瑪)中, 通常用Y來表示。很多公司都是把其作為一個輸出的衡量性指標（Outcome Indicator）舉個例子來說，麥當勞顧客減少，此時的關鍵指標就是平均每天顧客人數(person/day)不同的項目有不同的指標的。
CTQs (Critical to Quality) are the key measurable characteristics of a product or process whose performance standards or specification limits must be met in order to satisfy the customer. They align improvement or design efforts with customer requirements.
CTQs represent the product or service characteristics that are defined by the customer (internal or external). They may include the upper and lower specification limits or any other factors related to the product or service. A CTQ usually must be interpreted from a qualitative customer statement to an actionable, quantitative business specification.
To put it in layman's terms, CTQs are what the customer expects of a product... the spoken needs of the customer. The customer may often express this in plain English, but it is up to us to convert them to measurable terms using tools such as DFMEA, etc.
