What does the term 'Critical to Quality' (CTQ) refer to?

The term 'Critical to Quality' (CTQ) specifically refers to a key measurable characteristic that defines what quality means for a product or service from the customer's perspective. CTQs are directly related to the requirements and expectations of customers, meaning they help organizations identify the essential factors that contribute to customer satisfaction. These characteristics are measurable and help in determining whether a product or service meets the quality standards necessary to fulfill those customer demands.

In contrast to the other options, a major flaw in production does not capture the essence of CTQs, as CTQs are positive attributes rather than negative aspects like flaws. A measure of customer satisfaction is a broader concept that could include various CTQs but does not specifically define what those characteristics are. Lastly, describing CTQs as a secondary feature of a product undermines their importance, as CTQs are critical elements that must be prioritized to ensure alignment with customer needs and ensure overall product success.