Offers an integrative perspective of quality function deployment (QFD), including its benefits and shortcomings. By developing a model that includes within it the antecedents as well as the components of QFD and the potential gains accruing to an organization from QFD, clarifies this competitive tool and helps businesses to realize its importance to compete successfully in the global marketplace. Describes companies that have used QFD.
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Kathawala et al. (1994) studied this question.