Durability
Customers want their phone to continue to operate after they drop it. Critical to quality: a damage-resistant material for the screen.Customer Service
Customers want fast service at a restaurant. Critical to quality: sufficient staffing and processes such as shift scheduling and forecasting.Taste
Customers want a tasty salad. Critical to quality: at least 5 ingredients besides lettuce, at most 50% lettuce by volume.Bliss Point
Customers want a salad that is just the right size as a side or light meal. Critical to quality: salads that are between 300 and 600 grams, or 10 to 20 ounces.Comfort
Customers want an air conditioner to work immediately when they turn it on. Critical to quality: begin delivering cool air with subsecond delay.Efficiency
Customers want to generate enough electricity from their rooftop solar system to power their home. Critical to quality: conversion efficiency of solar cells > 20%.Convenience
Customers want their ecommerce orders delivered the next day. Critical to quality: a network of distribution centers within close proximity to where customers live.Consistency
Customers want menu items at a restaurant to taste the same each time they order it. Critical to quality: processes and training for producing menu items to an exact specification or recipe.Data
Customers want to see their credit cards transactions immediately from their banking app. Critical to quality: real time integration between banking and credit card systems.Environments
Customers want a quiet hotel room. Critical to quality: sufficient sound proofing between rooms.Sensory
Customers want toys that don't have a chemical smell. Critical to quality: use of non-toxic materials that don't have an odor.Packaging
Customers want electronics that are easy to open and repackage if they need to return it. Critical to quality: packaging that requires little strength or thought to open that is easily resealed such as a cardboard box.Variety
Customers of a restaurant have diverse dietary restrictions. Critical to quality: allergy information on menus, at least one vegetarian option in each category of food.Services
Customers expect ecommerce orders to be easy to return. Critical to quality: generous return policies, free pickup of returns, network of convenient customer service locations.| Overview: Critical To Quality | ||
Type | ||
Definition | Implementation parameters that achieve allow products and services to meet customer needs, expectations and preferences. | |
Related Concepts | ||
