Presently, there is much focus on measuring and improving the quality of industrial systems with little attention paid to the quality of information technology (IT) related systems. In this paper, we present a study using the technique quality function deployment (QFD) to design and improve IT...

Through listening to the voice of the customer, quality function deployment (QFD) is a systematic methodology for quality improvement and product development. The quality of a product or service is ultimately judged in terms of customer satisfaction. Customer satisfaction benchmarking can help...

Under rapidly changing and highly competitive circumstances, the timely design, development and marketing of new products or services with creative and innovative features are essential for a company’s survival. In order to capture and retain market share, customer requirements and...