Extending Quality Function Deployment To Enterprise Mobile Sevices Design And Development

Abstract

Quality Function Deployment (QFD) is a systematic approach used by
teams to identify, communicate and prioritise customer requirements so that an
organisation can improve products and services to exceed customer expectations.
QFD is an effective approach to build customer's requirements into the products and
services, to beat the competition, and to meet the customer's needs. There is
reasonable consensus among researchers that QFD is a useful and beneficial
approach to reduce the design time and design costs while improving the qualities of
products and services. However, most reported instances of successful or unsuccessful
QFD practices lie within a manufacturing setting. However, the QFD methodology
can be altered to fit and benefit service industry for example mobile services. This
paper proposes a framework based on QFD concepts and practices to improve the
enterprise mobile services analysis, design and development. A case study was
carried out on CyPhone services analysis, design and development. The objective of
this research is to improve the quality of enterprise mobile services by maximally
satisfying customer's needs on 3rd and future generation multimedia enterprise mobile
services.