What term describes the characteristics of a product or service that customers deem important?

The term that describes the characteristics of a product or service that customers deem important is known as Critical to Quality (CTQ) Variables. CTQs are specific, measurable attributes that are essential for ensuring that customer satisfaction is achieved. They translate customer needs and desires into concrete performance requirements that can be managed within a process.

Recognizing CTQ variables allows organizations to focus their improvement efforts on the aspects that have the greatest impact on customer satisfaction and overall product quality. This concept is foundational in various quality management frameworks, including Six Sigma, as it directly ties the voice of the customer to the specifications and performance measures of processes.

The other terms provided in the choices, such as "Critical to Solution Variables," do not accurately reflect this customer-centric focus in quality management. "Quality Management Directives" would typically refer to guidelines or policies that govern an organization's quality practices, rather than characteristics important to customers. Similarly, "Critical Operational Variables" might suggest variables important for operational effectiveness, but again, it does not capture the essence of customer-perceived quality in the same way as CTQs do.