Critical to success tree


A Critical To Success (“CTS”) tree identifies customers’ needs from a process or service. Use the tree to break down often vague subjective requirements into specific elements.

Consider using with

Tool name Description
Data collection plan Collect data
Kano model Classify expectations
Operational definition Define measures
SIPOC Scope process *
Voice of customer Assess needs

Comments (1)

Average rating 5.00

Steve Pleshey - 08/06/2009 17:19:46 5 out of 5
Don't start an RIW without one! We use CTS trees for every RIW to get the improvement team on the same page thinking about what is really critical to the customer and hence what is worth measuring
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