Formulation of the comprehensive quality function (CQF) for strategic planning

Winzer and Sitte (1993) and Sitte and Winzer (1994, 1995) modelled enterprise management as a learning control system that has the objective to optimise an enterprise specific comprehensive quality function (CQF). Learning control provides the conceptual framework for a practical decision support system. A key component of the decision support system is an enterprise model. While we investigated methods for building an enterprise model we had left aside the question on how to formulate the CQF. In this paper we show how to formulate the CQF for an enterprise through the establishment of a catalogue of stakeholders demands. The enterprise strategy is reflected in the weight given to each of the demands. The weighted sum of the degree of fulfilment of the demands provides a measure of the current quality of the enterprise. The CQF constitutes a powerful tool in its own right for assessing the state of an enterprise and for communicating and refining enterprise goals and strategies.