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1、APPLYINGQFDFORSOFTWAREPROCESSIMPROVEMENTATSAPAG,WALLDORF,GERMANYAndreasHierholzer,GeorgHerzwurm,HaraldSchlangSAPAG,Walldorf,Germany,Fax:+49622757280;Email:andreas.hierholzer@sap-ag.deUniversitätzuKöln,Köln,Germany;Fax:+492214705386;Emails:herzwurm@informatik.u
2、ni-koeln.deorschlang@informatik.uni-koeln.deKeywordsSoftwareprocessimprovement,qualitymanagement,changemanagementAbstractDuetocontinualorganizationalchangeinitsefforttoextenditsleadingpositionintherapidlygrowingmarketforstandardbusinesssoftware,itiscriticalfor
3、SAPtocontinuallyadjustitssoftwaredevelopmentprocesstochangingmarketconditionsasthesearereflectedinnewandvaryingrequirements.SAPmustanswerthequestionwhichrequirementsarethemostimportantandofferthegreatestpotentialforim-provementinordertoensureSAPscontinuedsucce
4、ss.QualityFunctionDeployment(QFD)offersaneffectivewayforselectingthemissioncriticalrequirementsofthesoftwaredevelopmentprocess.ThisarticledescribestheapproachusedtoimprovethesoftwareprocessinapilotprojectatSAP.Partlyduetothesuccessofthispilotproject,QFDiscurre
5、ntlybeingintegratedintoSAPsTotalQualityManagementapproachtosoftwareimprovement.IntroductionSAPsrevenueandemploymenthavebeenrisinganaverage60%p.a.overthecourseofthelast15years.Duringthistime,SAPhaschangedfromasmallsoftwarecompanyemploying30peoplein1973andcateri
6、ngmainlytotheneedsofmajorbusinesses,toamultinationalcorporationproducingsoftwareforbusinessesofallsizes.Today,SAPemploysapproximately16,000peopleacrosstheworldandhasbecometheworldwidemarketleaderinthefieldofstandardbusinesssoftware.TheSAPAGisstructuredinsevera
7、ldimensions,withtheregionaldivisions,theindustrysolutionsandR/3corecomponentsdivisions,andtheservice,consultinganddevelopmentdivisionsbeingamongthemostimportant.ThecentraldevelopmentdivisioninWalldorfnearHeidelberghasgrownfromapproxi-mately1,500developerstenye
8、arsagoto7,500today,andwasreorganizedeveryyearasaresultofthatrapidgrowth.Animportantaspectofthelastreorganizationin1997wastheintroductionoftheProductManagement,QualityManagementandD
