Quality function deployment (QFD) is an essential tool in implementing total quality management (TQM). This study applies a Web-QFD approach using group decision-making analysis in the Web environment to reduce the complicated data collection, aggregation and analysis processes. A Web-based questionnaire is designed by using an active service pages (ASP) involving the Internet relay chat (IRC) technique and the Delphi method with Internet (E-Delphi) to determine the importance degree of the customers' requirements. However, the traditional Delphi method is time-consuming mission. This study applies the proposed Web-QFD approach to efficiently gather the individual opinions of each team member, the requirements that are critical for customers, and then enables decision makers to accurately assess the priorities of these requirements. An empirical example of an education system in Taiwan is employed to demonstrate the practicability of the proposed Web-QFD model. This real world example involves team members communicating easily and quickly with other experts in the team through the Internet to accelerate the reaching of a consensus among multiple decision makers regardless of where their location. Customers' requirements can be rapidly prioritized based on the assessment results.
Human Systems Management – IOS Press
Published: Jan 1, 2004