Introduced to the West from Japan, Quality Function Deployment (QFD) is a powerful approach to customer‐focused product development. In recent years, many practitioners and academics have recognized the potential of these methods and applied them to strategic formulation and decision making as...

This paper revisits a typical bricks and mortar company that had successfully applied strategy development and deployment methodologies such as Hoshin and QFD to their transformation process. With the explosive growth of the Internet, and the increasingly turbulent economic environment, the...