3. CTQ
• Timely Pizza delivery
• a pizza delivery shop that guarantees the
order delivery within 30 minutes from the
time of accepting an order.
4. CTQ Specification
• Delivery within 30 minutes from the order
acceptance time
• In the event of a delivery time miss,
the customer is refunded 100% money
5. Defect Opportunities
Delivery that takes longer than 30 minutes,
1 per order i.e. only "1" defect can occur in "1"
order
This pizza shop will have to make 99.9997%
deliveries within 30 mins to be called a six
sigma shop.