Application of QFD for e-Business planning

An e-Business planning framework is proposed here which links both in strategic and operations management by applying quality function deployment (QFD) and the balanced scorecard (BSC) will be used to provide an organization overview to objectives setting, critical in ensuring e-Initiatives are aligned with organization vision and objectives.

Abstract

Abstract E-Business represents new avenues for sustainable competitive advantage. Small and medium-sized enterprises (SMEs) are now expected to be digital-ready to continue as trading partners for their customers. SMEs require socio-technical skills and organizational skills and know-how to comprehend e-Potentials and transform them into e-Implementation. An e-Business planning framework is proposed here which links both in strategic and operations management by applying quality function deployment (QFD, also known as house of quality). The balanced scorecard (BSC) will be used to provide an organization overview to objectives setting, critical in ensuring e-Initiatives are aligned with organization vision and objectives. The paper presents the pilot stage of this research project, discussing how the proposed planning framework works. Data from a case study are employed, and expert advice was sought to prioritize and rank the system components (the 'whats') and their interrelationships. The paper begins with an introduction to the importance of e-Business to SMEs, and a brief review of the key components of the proposed framework. Next follows a discussion of the case study and how the framework can be applied in this particular situation. The paper concludes with suggestions for proposed future work; the conclusion can also be extended to provide a series of matrices to provide a clear, step-by-step planning framework for SMEs which are planning and implementing e-Business, by converting customer needs into feasible e-Business plans. Keywords: E-BusinessSMEQFDbalanced scorecardvalue chainplanning framework Acknowledgments BOON.L. TANwas educated in Singapore, until the completion of his diploma course at Singapore Ngee Ann Business School in 1996, when he joined the army. He spent two years at Aston Business School for his first degree and conferred his BSc(Hons) in Operations Management in 2000. Upon completion of his degree, he started working as a researcher in AMI Singapore for a year, before returning in 2001 to start his PhD research under the supervision of Dr Nelson Tang and Professor David Bennett. His PhD topic is on the development of an integrated e-Business planning framework for SME senior managers. He has also taught both large and small groups of undergraduates and postgraduates in Aston Business School. Boon is currently writing up his PhD. His current research interests are e-Business management, technology management and total quality management. It was with great shock and sadness that friends and colleagues learned of the unexpected passing away of Nelson Tang at just 41 years of age. To many of us Nelson was a friend who, in the time he was with us, earned our respect and trust for his professionalism, reliability, enthusiasm and the valuable contribution he made in the area of operations management. NELSON, K. H. TANGwas a Senior Lecturer of electronic business at Aston University, UK. He joined the staff of Aston Business School in 2000, and his research interests were e-Business management, supply-chain management, technology management, business process re-engineering, knowledge management, information resources management and total quality management. He was the co-editor of the International Journal of Business Performance Management. PAULFORRESTER's early career experience was in production management in the carpet and electronics industries. Since then he has held various research and teaching appointments including eight years at Keele University, where he became Director of MBA Programmes, and three years prior to joining Birmingham at Aston Business School (Director of Part-time MBA Programmes and Convenor of the Technology and Operations Management Research Group). He also spent a period of sabbatical leave at National University of Singapore in 1995 and has supervised a number of overseas doctoral and postgraduate research projects. He continues to maintain an active research and teaching career. His research interests lie in the strategic, design and organizational issues of managing operations, the extension of operations management concepts to service organizations, and the use of virtual learning for management education.