Journal of International Information Management


It is now generally recognized that organizations need great flexibility to remain competitive. This paper looks at one company's attempt to mandate flexibility by the use of a technique known as Quality Function Deployment (QFD). QFD is a customer-driven planning and communication process for designing, developing or improving products or services, and is a particular implementation of the Total Quality Management philosophy. The QFD approach is multi-functional-various stakeholders in the design process come together from the project's inception to concurrently plan, design and produce a product or service. In this particular case the company has not only applied the principles of QFD to manufacturing processes; the QFD approach has also been applied to other areas of the business including information systems development. This paper discusses how the application of a QFD approach to information systems development has changed the relationship between the IS department and users, and the process of systems development itself.