An investigation into the application of QFD in e-commerce

An integrated ANP–QFD approach for prioritization of customer and design requirements for digitalization in an electronic supply chain

“…The advantage of having the requirements or expectations prior to designing and manufacturing helps them in meeting customer demands as close as possible. QFD has been successfully applied in service sectors like hotels and airline (Zawati and Dweiri, 2016), e-commerce sector (Waterworth and Eldridge, 2010), e-banking (Shahin et al, 2016), web interface (Hamilton and Selen, 2004) and construction sector (Gilbert et al, 2016;Moghimi et al, 2017). QFD method helps in effectively communicating the CRs at each level of production process initiating from the design, manufacturing, quality, marketing, sales and after sales service.…”

Quality Function Deployment and operational design decisions – a healthcare infrastructure development case study

“…Deszca, Munro, and Noori (1999), Chang and Chen (2011) and Zawati and Dweiri (2016) explored its application to the service sector, such as hotels and airline, for improving service and process design. It has also been implemented in the e-commerce sector (Tan, Tang, and Forrester 2004;Waterworth and Eldridge 2010), education (Koksal and Egitman 1998;Lam and Zhao 1998), (e)banking (Gonzalez et al 2004;Shahin, Bagheri Iraj, and Vaez Shahrestani 2016), hospitality and tourism (Das and Mukherjee 2008;Dube, Johnson, and Renaghan 1999), public sector (Gerst 2004), retail (Sher 2006), information services (Chin et al 2001) 2. Literature review…”

“…In order to allow capturing and meeting customer requirements through the design process, QFD uses several linked matrix diagrams to present and exchange information (Evans and Lindsay 1996;Waterworth and Eldridge 2010). These connections of matrices are often referred as the 'House of Quality' (HoQ); as they form the shape of a house when put together (Waterworth and Eldridge 2010).…”

“…These connections of matrices are often referred as the 'House of Quality' (HoQ); as they form the shape of a house when put together (Waterworth and Eldridge 2010). Kutucuoglu et al (2001) explained that, often, a QFD activity may require several iterations of HoQ to get down to the appropriate level of detail, where, in sequence, the customer requirements will be translated into specific technical characteristics, and so on.…”

“…Furthermore, as per the works of Bouchereau and Rowlands (2000), who examined the ways QFD could be helped, and Gonzalez et al (2004), who observed customer satisfaction of using QFD with e-banking, it perceptibly contributes towards cost reductions in the new infrastructure, by reducing the rework and design changes and reducing the risks of failure. Additionally, QFD allows the enhancement of cross-functional team communication, as mentioned by Chan and Wu (2002), and Waterworth and Eldridge (2010). Finally, it will have improved the organisation's overall, operational performances, by meeting or exceeding customer demands and requirements, thus increasing their overall satisfaction (Andronikidis et al 2009;Bouchereau and Rowlands 2000;Chan and Wu 2002;Gonzalez et al 2004).…”