Web-based QFD: a collaborative technique for supporting the adoption of customers' voices

C. Sudhahar, R. Suresh Premil Kumar, V. Senthil, S.R. Devadasan and R. Murugesh

International Journal of Business Information Systems, 2009, vol. 4, issue 3, 360-385

Abstract: The three fields that dominate the modern organisational scenario are Total Quality Management (TQM), Information Technology (IT) and Web Engineering (WE). Yet it appears that, so far, no model has been brought out to link these fields. In this context, this paper reports the development and evaluation of a model called Web-based Quality Function Deployment (WQFD). WQFD enables the integration of web engineering facilities with QFD. QFD facilitates the translation of customers' voices into technical languages. But its usage is limited to the internal members of the organisation. WQFD overcomes this deficiency by using experts from both within and outside the organisations to participate and share knowledge in translating customers' voices into technical languages. After its development, WQFD was demonstrated to the practitioners. Their reactions indicated its favourable practical receptivity.

Keywords: total quality management; TQM; quality function deployment; web based QFD; house of quality; information technology; web engineering; voice of the customer. (search for similar items in EconPapers)
Date: 2009
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Persistent link: https://EconPapers.repec.org/RePEc:ids:ijbisy:v:4:y:2009:i:3:p:360-385

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