Applying quality function deployment to social housing?

Katerina Kassela, Marina Papalexi, David Bamford

Research output: Contribution to journalArticle

4 Citations (Scopus)

Abstract

Purpose:
The purpose of this paper is to focus on the application of quality function deployment (QFD) in a Housing Association (HA) located in the UK. Facing the problem of improving a company’s performance, practitioners and academics have fashioned and applied a variety of models, theories and techniques.

Design/methodology/approach:
The research questions were developed from a review of the quality and process improvement literature and tested using evidence from field-based, action research within a UK HA company. The case study provides insight to the benefits and challenges arising from the application of QFD.

Findings:
The results provided insight to the benefits and challenges arising from the application of a specific tool, QFD. The primary findings were: QFD can be successfully adapted, applied and utilised within the challenging environment of social housing and other sectors, such as professional services; the model can be modified to use most processes/sub-processes; it must include both external and internal requirements and, to be useful, use more detailed process parameters appropriately.

Practical implications:
The conclusions drawn add to ongoing commentaries on aspects of quality improvement, especially the application of QFD within the service sector. The authors develop questions for future research regarding improvement projects.

Originality/value:
The conclusion proposes that the implementation of QFD should have a positive impact upon a company; if approached in the right manner. It provides a useful mechanism for developing evidence-based strategy of operational change, control and improvement. The research proposes questions for future research into aspects of operational quality and efficiency.
Original languageEnglish
Pages (from-to)422-437
Number of pages16
JournalTQM Journal
Volume29
Issue number3
DOIs
Publication statusPublished - 10 Apr 2017

Fingerprint

Quality function deployment
Social housing
Quality improvement
Evidence-based
Process parameters
Service sector
Design methodology
Professional services
Process improvement

Cite this

Kassela, Katerina ; Papalexi, Marina ; Bamford, David. / Applying quality function deployment to social housing?. In: TQM Journal. 2017 ; Vol. 29, No. 3. pp. 422-437.
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Kassela, K, Papalexi, M & Bamford, D 2017, 'Applying quality function deployment to social housing?', TQM Journal, vol. 29, no. 3, pp. 422-437. https://doi.org/10.1108/TQM-03-2016-0030

Applying quality function deployment to social housing? / Kassela, Katerina; Papalexi, Marina; Bamford, David.

In: TQM Journal, Vol. 29, No. 3, 10.04.2017, p. 422-437.

Research output: Contribution to journalArticle

TY - JOUR

T1 - Applying quality function deployment to social housing?

AU - Kassela, Katerina

AU - Papalexi, Marina

AU - Bamford, David

N1 - Originally embargoed for 2 years from point of publication. Embargo removed 27/09/17 to reflect new Emerald policy of no embargoing [JC; 27/09/17]

PY - 2017/4/10

Y1 - 2017/4/10

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AB - Purpose:The purpose of this paper is to focus on the application of quality function deployment (QFD) in a Housing Association (HA) located in the UK. Facing the problem of improving a company’s performance, practitioners and academics have fashioned and applied a variety of models, theories and techniques.Design/methodology/approach:The research questions were developed from a review of the quality and process improvement literature and tested using evidence from field-based, action research within a UK HA company. The case study provides insight to the benefits and challenges arising from the application of QFD.Findings:The results provided insight to the benefits and challenges arising from the application of a specific tool, QFD. The primary findings were: QFD can be successfully adapted, applied and utilised within the challenging environment of social housing and other sectors, such as professional services; the model can be modified to use most processes/sub-processes; it must include both external and internal requirements and, to be useful, use more detailed process parameters appropriately.Practical implications:The conclusions drawn add to ongoing commentaries on aspects of quality improvement, especially the application of QFD within the service sector. The authors develop questions for future research regarding improvement projects.Originality/value:The conclusion proposes that the implementation of QFD should have a positive impact upon a company; if approached in the right manner. It provides a useful mechanism for developing evidence-based strategy of operational change, control and improvement. The research proposes questions for future research into aspects of operational quality and efficiency.

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KW - Social housing

KW - Services

KW - Process management

KW - Housing sector

KW - Customer requirements

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EP - 437

JO - TQM Journal

JF - TQM Journal

SN - 1754-2731

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