The Hong Kong branch of an international investment bank hired additional staff in anticipation of increased business activity that eventually did not quite materialize and management was concerned about the effect of that decision on the bank's overall performance profile. This paper summarizes...

This paper presents a systematic and operational approach to quality function deployment (QFD), a customer-driven quality management system for product development. After a comprehensive description of the relevant elements in house of quality (HOQ), the first and most influential phase of the...