Applying QFD to strategic quality management in law firms

María José Esteban Ferrer, Tricás PrecklerJesús

Producció científica: Article en revista indexadaArticleAvaluat per experts

11 Cites (Scopus)


This paper aims to propose a practical framework for strategic quality management in law firms by applying the quality function deployment (QFD) principles to integrate the voice of the client into the law firms' resource enhancement process. Based on a thorough exploratory study of the Catalan corporate legal industry, this article argues that QFD, along with other quality tools, allows for the identification of the strengths and weaknesses of the legal service (the service value) as well as the critical resources for client satisfaction (the strategic quality resources), thus emphasising opportunities to leverage client expectations to the firm's competitive advantage.
Idioma originalCastellà
Pàgines (de-a)1433-1451
RevistaTotal Quality Management & Business Excellence
Estat de la publicacióPublicada - 25 de des. 2012

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