Which of the following would likely not be a CTQ (Critical-to-Quality) for the purchase of a product?

Question

Options

• AFunctionality
• BDurability
• CDependability
• DNone

• A
  5% (2)
• B
  7% (3)
• C
  2% (1)
• D
  85% (35)

Explanation

Option D ("None") is correct because all three listed characteristics - Functionality, Durability, and Dependability - are genuine CTQs for a purchased product. CTQs are the measurable attributes that directly reflect what customers care about, derived from the Voice of the Customer (VOC).

Why the distractors are wrong:

• A (Functionality): Whether a product does what it's supposed to do is a core customer requirement - clearly a CTQ.
• B (Durability): How long a product lasts before degrading directly impacts customer satisfaction - a classic CTQ.
• C (Dependability): Consistent, reliable performance is exactly the kind of requirement customers expect and measure - a CTQ.

Memory tip: Think of CTQs as the "non-negotiables" a customer would put on a shopping checklist. Anything a customer would complain about if missing - does it work? (Functionality), will it last? (Durability), can I count on it? (Dependability) - is a CTQ. When a question lists obvious customer priorities and asks what's not a CTQ, suspect "None of the above."

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