Citation:

Alriq Rahmansyah Feri, Widiya Noormayasari. "Quality Function Deployment as a Cross- Functional Approach to Managing Operational Complexity and Process Sustainability in Service Organizations" International Research Journal of Economics and Management Studies, Vol. 5, No. 1, pp. 73-78, 2026. Crossref. http://doi.org/10.56472/25835238/IRJEMS-V5I2P109

Abstract:

This study examines Quality Function Deployment (QFD) as a cross-functional approach for managing operational complexity, enhancing service performance, and ensuring process sustainability in service organizations through a mixed-methods case study of a mid-sized Indonesian food service firm, collecting data from 25 interviews, 80 employee questionnaires, 120 customer surveys (60 pre/post-QFD), 12 observations, and documents, with descriptive statistics revealing high scores across all variables (QFD implementation M=4.21 SD=0.48; cross-functional integration M=4.15 SD=0.52; service performance M=4.08 SD=0.55; customer satisfaction M=4.18 SD=0.50; process sustainability M=4.12 SD=0.46) and paired t-tests confirming significant improvements (response time +0.78 p=0.001; on-time completion +0.58 p=0.003; customer satisfaction +0.70 p=0.000), corroborated by operational metrics showing response times dropping from 52 to 25 hours, CSI rising from 70.5% to 89.2%, and error rates falling from 18% to 4%, ultimately demonstrating QFD's effectiveness via House of Quality matrices in translating customer requirements into sustainable operational decisions that reduce silos and build long-term responsiveness.

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Keywords:

Quality Function Deployment; Service Quality Management; Cross Functional Integration; Service Process Performance; Process Sustainability.