OPERATIONAL DEFINITION

Description

A CTQ Flowdown translates customer requirements into measurable units. Operational definitions ensure that we can give a precise definition to these units and thereby collect the right data.

When

In the Measuring phase at daily steering.

Goals

An operational definition ensures a unified understanding of the CTQ in the project team and among process staff and is the basis for data collection.

 Examples

Example of an operational definition of a CTQ of insurance claims.

Figure: Example operational definition CTQ

 Steps

We make an operational definition of a CTQ by determining:

  1. What the definition of the CTQ is;
  2. What is the unit by which we measure the CTQ (per file or per product);
  3. in which we will measure the CTQ (the unit of measurement, e.g. centimetres or minutes);
  4. What requirements we set for the CTQ.

Tips:

  • Make sure the operational definition is 100 per cent correct.
  • Involve the project team in determining your operational definition.

For more questions on this topic

+31 6 20 49 09 82 Andre van Hofwegen