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Total Quality Management & Business Excellence Volume 23, 2012 - Issue 11-12: Quality of Services
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Original Articles

Applying QFD to strategic quality management in law firms

María J. Esteban-Ferrer IQS, Universitat Ramon Llull, Via Augusta, 390, E-08017, Barcelona, SpainCorrespondence[email protected]
&
Jesús Tricás IQS, Universitat Ramon Llull, Via Augusta, 390, E-08017, Barcelona, Spain
Pages 1433-1451 | Published online: 16 Aug 2012

Citations (12)

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Read on this site (8)

Ioannis N. Metaxas & Dimitrios E. Koulouriotis. (2019) Business excellence measurement: a literature analysis (1990–2016). Total Quality Management & Business Excellence 30:11-12, pages 1189-1218.
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Xiaoxi Yang, Shichao Gao, Zhen He & Min Zhang. (2018) Application of Design for Six Sigma tools in telecom service improvement. Production Planning & Control 29:12, pages 959-971.
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Anupama Prashar & Jiju Antony. (2018) Towards continuous improvement (CI) in professional service delivery: a systematic literature review. Total Quality Management & Business Excellence 0:0, pages 1-29.
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Zafar Iqbal, Nigel P. Grigg & K. Govindaraju. (2017) Performing competitive analysis in QFD studies using state multipole moments and bootstrap sampling. Quality Engineering 29:2, pages 311-321.
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Zafar Iqbal, Nigel P. Grigg, K. Govindaraju & Nicola M. Campbell-Allen. (2016) A distance-based methodology for increased extraction of information from the roof matrices in QFD studies. International Journal of Production Research 54:11, pages 3277-3293.
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In Jae Cho, You Jin Kim & Choonjong Kwak. (2016) Application of SERVQUAL and fuzzy quality function deployment to service improvement in service centres of electronics companies. Total Quality Management & Business Excellence 27:3-4, pages 368-381.
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Nuzul Azam Haron, Hamzah Abdul-Rahman, Chen Wang & Lincoln C. Wood. (2015) Quality function deployment modelling to enhance industrialised building system adoption in housing projects. Total Quality Management & Business Excellence 26:7-8, pages 703-718.
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Hyojin Park, Youngjung Geum & Yongtae Park. (2015) A dual quality function deployment approach for benchmarking service quality. Total Quality Management & Business Excellence 26:5-6, pages 569-582.
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Articles from other publishers (4)

Zafar Iqbal, Lubna Shoukat, Waheed Muhammad & Rajab Muhammad. (2021) Improving Customers Satisfaction through Significance of Technical Attribute in QFD Studies. Journal of Business and Social Review in Emerging Economies 7:2, pages 415-432.
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Katerina Kassela, Marina Papalexi & David Bamford. (2017) Applying quality function deployment to social housing?. The TQM Journal 29:3, pages 422-437.
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José Gomes Requeijo, Rogério Puga-Leal & Ana Sofia Matos. (2017) Z and W charts for controlling service processes . International Journal of Quality & Reliability Management 34:2, pages 295-306.
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S. Preethy & P. Pabitha. (2016) Application of QFD technique to enhance suggestion for agricultural information service. Application of QFD technique to enhance suggestion for agricultural information service.

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