Using QFD for e-business planning and analysis in a micro-sized enterprise

Ben Clegg*, Boon L. Tan

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review


Purpose - The purpose of this paper is to show how QFD can be used as part of a structured planning and analysis framework for micro-sized enterprises to build-up their e-business capabilities. Design/methodology/approach - This case study has been produced using a new framework which integrates the balanced scorecard, value chain and quality function deployment techniques into an integrated framework known as the E-Business Planning and Analysis Framework (E-PAF). It has been produced using an action research approach. Findings - A new framework with a supporting case study is provided. This case study has demonstrated that the framework can be applied successfully to micro-sized enterprises (those with less than ten employees) to successfully plan new strategic and technical developments. This will enhance the online service that the company is able to provide. Research limitations/implications - This paper presents a single case study. The technical recommendations are currently being implemented. Originality/value - Such analytical techniques are most commonly associated with large organisations, and are not specifically associated with e-business planning. This paper provides a new framework that will be of general applicability to other similarly sized enterprises that are looking to improve e-business capabilities. © Emerald Group Publishing Limited.

Original languageEnglish
Pages (from-to)813-828
Number of pages16
JournalInternational Journal of Quality and Reliability Management
Issue number8
Publication statusPublished - 21 Sept 2007


  • business planning
  • electronic commerce
  • quality function deployment
  • small enterprises


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