A quality function deployment approach to internal benchmarking of critical success factors of strategic quality management

G. Karuppusami, R. Gandhinathan and R. Venkata Rao

International Journal of Services and Operations Management, 2006, vol. 2, issue 2, 178-201

Abstract: This paper presents a methodology to benchmark the quality-related action programmes and critical success factors of Strategic Quality Management (SQM) for manufacturing industries using the Quality Function Deployment (QFD) approach. The expert committee constituted for this research project identified 27 organisation performance requirements. The required quality-related action programmes to achieve the identified organisation performance requirements were obtained by adopting QFD methodology. Eleven SQM critical success factors were derived by grouping the similar quality-related action programmes. The QFD matrix was constructed with the organisation performance requirements as 'Whats' and the quality-related action programmes as 'Hows'. Finally, the critical success factors and the quality-related action programmes were benchmarked by their corresponding importance weight factors. A case study was presented to illustrate the methodology.

Keywords: internal benchmarking; critical success factors; quality function deployment; QFD; strategic quality management; SQM; manufacturing industry; organisational performance. (search for similar items in EconPapers)
Date: 2006
References: Add references at CitEc
Citations:

Downloads: (external link)
http://www.inderscience.com/link.php?id=9500 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ids:ijsoma:v:2:y:2006:i:2:p:178-201

Access Statistics for this article

More articles in International Journal of Services and Operations Management from Inderscience Enterprises Ltd
Bibliographic data for series maintained by Sarah Parker ().