A quality function deployment approach for improving technical library and information services: a case study

Quality function deployment (QFD) stresses customer-driven planning, continuous improvement and people participation. This paper elaborates a six-stage QFD approach based on an empirical study of the provision of the library and information services (LIS) in a technical organisation in Hong Kong. Customer requirements are identified through the focus-group brainstorming and critical-incident interviews with users. The study identified 45 critical incidents, and translated them into 23 satisfaction items. Two iterations of house of quality (HOQ) were finally constructed for meshing the quality improvement efforts. The paper identifies the key quality dimensions and illustrates how the QFD approach can lead to effective quality deployment in the provision of LIS. The approach provides a practical means that helps organisations to identify customer satisfaction criteria, and integrate improvement strategies and plans into management decision-making processes.