An Application of the QFD Framework to Website Operations: A Case Study of an Online Education Website, 'Klassromm.net'

온라인교육 웹사이트에서 QFD를 이용한 품질경쟁력 향상에 대한 연구: 'Klassroom.net' 을 대상으로

QFD (Quality Function Development) provides a great tool not only to arrange and evaluate VoC(Voice of Customers) and ) and (Voice of Engineers), but also to link and combine VoC and VoE, thereby present ing explicit direct ions for quality improvement. There have been, however, few researches on QFD in the IT industry The case study discussed here serves an illustration of the applicability and usefulness of the QFD approach to website quality improvement . The proposed QFD framework shows great potentials since customers needs are explicitly considered in the framework, and it helps network administrators develop better web services by providing guidelines for redesigning or reengineering the website operations.