Using Internet conversations to improve product quality: an exploratory study

Abstract

Reports the results of an exploratory study which examined the potential of using “conversational” information from the Internet to enhance product quality. Examines and sorts archived messages to evaluate potential for using them to supplement the quality function deployment (QFD) and quality improvement (QI) story processes.

Citation

Finch, B.J. and Luebbe, R.L. (1997), "Using Internet conversations to improve product quality: an exploratory study", International Journal of Quality & Reliability Management, Vol. 14 No. 8, pp. 849-865. https://doi.org/10.1108/02656719710181385