Figure 3
The diagram titled 'CTQ for Service Time' is structured hierarchically, starting with the main goal of achieving service time based on customer expectations. This goal branches into three key areas: correct supply of requested products, correct and prompt advice/answering questions, and timely location of requested products. Each of these areas further breaks down into specific actions. For service time based on customer expectations, the actions include minimizing waiting time in queue and timely location of requested products. For correct supply of requested products, the actions include review upon completion of the order form, confirmation when the sales document is issued at the cashier, and cross-referencing label codes with the ERP codes.CTQ's for service time. Source: Authors' own creation