Q1) list three main CTQs of a Lean Six Sigma project for online retailers (e.g. Shopify, Amazon, ...).

Q2. List five reasons/causes (Xs) for each CTQ.

Q3. Choose one of the CTQs and develop hypotheses and test about the relationships between the Xs and the selected CTQ. Hint: This is step 7 of the Analysis phase. You do not need to provide numerical analysis. Just, provide your Theory and Conclusion. 

 

• Q1. Critical to Quality (CTQs) are internal critical quality parameters relating to the customer's needs and wants. CTQs are used to define the criteria for evaluating what good looks to the customer. For online retailers, the CTQ tree enables them to comprehend the customer's general requirements in more specific terms. Examples of three main CTQs for online retailers are website page design, online service quality, and online shopping reputation.

Step-by-step explanation

• Examples of three main CTQs for online retailers are website page design, online service quality, and online shopping reputation. The achievement of these quality parameters by the online retailer enhances the satisfaction of the customers. 

Q2. Reasons for each CTQ:

• Website page design -to shop at Amazon, a customer needs a usable web page, simple, detailed, easy to navigate, and buttons are visible. 
• Online service - a customer needs a retailer that provides quality service, answer questions, respond to queries fast, provide customer support, and processes orders faster. 
• Online shopping reputation -A customer needs an online retailer that provides secure online shopping, maintains privacy, is convenient, and more. 
• Q3. Let us choose the first CTQ - website page design. For instance, in the case of an online retailer like Amazon, a customer needs a simple web page to navigate. Hypothesis - A customer will shop more if the webpage is simple to navigate. A customer will also shop more on the site if it is usable.
• Test - If Amazon or any other online retailer fails to satisfy these requirements, the customer is highly likely not to be satisfied with the online shopping service.