CTC (Critical to Customer) vs. CTQs (Critical to Quality) Nonconformances

#1
Dear Coves

I am QE, and during a meeting I learn that we are observing an issue on the production line. We are seeing some abnormal behaviour and creating NCR where as we dont have a listed defect for that observation.

what is being observed is belived to be a critical to customer issue, however there is no specifications for that issue in the design. So in other words its a critical to customer but not a critical to quality characteristic of the final assembled product :biglaugh:.

What problem solving methods and tools can be used within the organizations to correct or clarify this issue.

- QE
 
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#3
Re: CTC Vs CTQs

Dear Coves

what is being observed is belived to be a critical to customer issue, however there is no specifications for that issue in the design. So in other words its a critical to customer but not a critical to quality characteristic of the final assembled product
- QE
Using the definition of Quality is meeting customer expectations (stated and unstated), then all CTC (Critical to Customer) are CTQ (Critical to Quality). I think they should be handled in the same manner. This, would include such things as billing, delivery, and other customer concerns that are not the design record.
 

Jim Wynne

Staff member
Admin
#5
Dear Coves

I am QE, and during a meeting I learn that we are observing an issue on the production line. We are seeing some abnormal behaviour and creating NCR where as we dont have a listed defect for that observation.

what is being observed is belived to be a critical to customer issue, however there is no specifications for that issue in the design. So in other words its a critical to customer but not a critical to quality characteristic of the final assembled product :biglaugh:.

What problem solving methods and tools can be used within the organizations to correct or clarify this issue.

- QE
How can something that's "critical to customer" not be "critical to quality"? The distinction between CTC and CTQ makes no sense. You've discovered a problem, or a potential problem and one that apparently wasn't accounted for in the design of the product. Here's the method to use:

  1. Determine whether or not a problem actually exists.
  2. If a problem or potential problem does exist, figure out what it will take to fix it.
  3. Figure out if the expenditures necessary to fix the problem are worth expending.
  4. Fix the problem, or don't fix it.
 
#6
Dear Coves

I am QE, and during a meeting I learn that we are observing an issue on the production line. We are seeing some abnormal behaviour and creating NCR where as we dont have a listed defect for that observation.

what is being observed is belived to be a critical to customer issue, however there is no specifications for that issue in the design. So in other words its a critical to customer but not a critical to quality characteristic of the final assembled product :biglaugh:.

What problem solving methods and tools can be used within the organizations to correct or clarify this issue.

- QE
It sounds to me that you have a problem in determining what the customer's specification is to you, in practical terms. i.e 7.2 of the ISO 9001 requirements are letting you produce items with specifications which are unclear - and hence you are debating non-conformances which shouldn't happen.

It might also be that if someone is being 'picky' in production and rejecting things which aren't in the design, that's another matter to be considered too. I've commonly encountered individuals who set product acceptance criteria which are their personal opinion -"I wouldn't accept that if I were buying it" isn't a good reason to reject something...
 
T

tsmith7858

#7
It might also be that if someone is being 'picky' in production and rejecting things which aren't in the design, that's another matter to be considered too. I've commonly encountered individuals who set product acceptance criteria which are their personal opinion -"I wouldn't accept that if I were buying it" isn't a good reason to reject something...
I have been in the "Picky" people pickle myself. It was a particular issue with a company that I worked for the had "descriptive" specifications (can't be to dark, or to light, etc) that left things open to interpretation. Everyone argued over the specification and it would often shift based on customer feedback. :argue:

Once they went to visual references all (okay, most) the issues went away.
 
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