No matter how focused we are. No matter all the planning we've done, disruptions happen! Usually when we don't want them to happen or aren't prepared for them. What do we do then? With his newly-found knowledge of CTQ (Critical To Quality) Requirements, which Dr Lugo describes as "the voice of the customer," Chief Vásquez asks Dr Lugo even more questions. He's, obviously, a lifelong learner. Disruptions happen!