CTQ Tree: Critical to quality

#1 Critical to Quality course: The step by step guide to deploy the CTQ Tree tool effectively and with fantastic results
(14) Ratings
2,150 students
Created by Robert Chapman

What you'll learn

  • How to build the Critical to Quality Tree tool
  • What critical to quality is
  • How to identify what is critical to quality for your customers
  • How to understand your customers needs and respond effectively
  • Identification of the voice of the customer
  • Gathering of customer information and feedback
  • Gathering of customer requirements to build and shape future products and services
  • How to use the data generated to impact the customer positively
  • Deliver higher quality products that are more likely to sell well
  • Deliver higher quality products that are more likely to receive great customer feedback
This course includes:
1.5 total hours on-demand video
0 articles
3 downloadable resources
18 lessons
Full lifetime access
Access on mobile and TV
Certificate of completion

Course content


  • None. We will work with you throughout the course
  • No prior improvement knowledge is required
  • Course built to be open to all levels
  • Reach out to me (email/LinkedIn) if you need an assistance


Understanding your customer, their needs and their requirements is crucially important – probably the most important thing you need to grasp in your business. To obtain this knowledge, you need a tool that will help you to gain the crucial insights to help you shape your products and services. This is where the CTQ (critical to quality) Tree tool comes in.

This tool enables you to work logically though a process, whether on your own, as a business or with your customer to establish their needs, what drives the successful delivery of these needs and the SLAs (service level agreements) that sit around them. The tool is multifaceted, giving you greater insight into what your customer wants but also enabling you to make better, more informed decisions and create lasting and achievable SLAs.

In this course, we do the following:

– Go through the fundamentals of this tool (what CTQ is, what the tool is, the benefits and customer analysis).

– We walk through the process you need to follow in order to deliver the tool.

– We break the tool down into its constituent parts and explain each, in detail.

– There are also several demonstrations, based on real life examples of CTQ Trees being deployed in a range of scenarios.

– And we will give hints and tips along the way to ensure you are covered when looking to deploy this tool.

Being able to understand your customer’s needs today, tomorrow and longer term is a skill highly in demand and insight that is non-negotiable for any successful business. With the CTQ Tree, you get just that!

Who this course is for:

  • Anyone currently working for a company who wants to improve their customer experience
  • Anyone who owns a business / manages a department and wants to improve their customer experience
  • Anyone who wants to upskill in this field as understanding what is critical to your customers is a skill HIGHLY in demand
  • Anyone who wants to leave the course with full confidence of the critical to quality tree
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