Question

Suppose that you manage an airline reservation system and want to improve service quality. What are the important CTQs for this process? What are the KPIVs and KPOVs? How do these relate to the customer CTQs that you have identified?

Answer 1

CTQs stand for Critical to Quality.

It is basically the parameters that define the customer reqiurments or needs, Critical to quality plays very significant role in the company which is based on customer product and services.Critical to quality is having important significant in a company, that involves in product services such as airline. The key factor is customer satisfaction or to maintain the quality based on different parameters. During the creation and improvement of any Product or service, two elements influences its development changes. First is CTP (Critical to Process) and second is Critical to Quality.

If airline reservation system want to improve service quality then following step should be taken-

1- Identifying the need of the customer- This is the first step, in which the identification of customer need is done. If a person want to book a ticket then firstly we need to know from which city he is travelling to which city.

2- Understanding customer requirments and other parameter- The airline reservation should manage or understand the customer requirment and serve them according to there needs only. Show them those flight only what they actuallly required.

3- Prioritize the customer requirment- The airline reservation system should prioritize the customer requirment and try to show the flights that fits in his budget and othe requirments.

4- Conversion of requirment into critical to quality- At last, you have to distinguish the base execution necessities that you should fulfill for every quality driver, so you provide your customer with best quality services.

A key process input variable (KPIV) is a procedure input that gives a huge effect on the yield variety of procedure or a framework or on the key process output variable (KPOV) of an item. This implies the KPOV is dictated by the KPIV, in the event that the KPIV is constant, at that point it would yield an anticipated and reliable output. In that capacity, the KPIV decides the general nature of the KPOV or, essentially, the nature of the output of either a procedure or product.

Factors within a process correlated to output characteristics are important to the internal or external customer. Optimizing and controlling these is vital to the improvement of the Key process output variable. Lets take the example income is an independent variable because it causes and influences another variable consumption such as if person booked a flight ticket then Key process input variable will determine the quality of a commodity bought or the service given out by the airline is the Key process output variable. Therefore KPIV and KPOV is directly linked with critical to quality which is Ctq.