Identification of Information Technology Tools in Strategy Implementation: A QFD Approach

One of the important challenges for organizations is that many strategic plans are not successfully implemented. Information technology (IT) tools can enable organizations to effectively implement their strategies by providing the necessary information infrastructure at various levels of the organization and among top and strategic managers. The main objective of this research is to identify the IT tools required to implement the strategies of Mellat Bank using the quality function deployment (QFD) approach. The research method in terms of outcome is categorized as developmental research, in terms of objective as applied research, and in terms of method as descriptive qualitative research. The statistical community in this study consists of experts and specialists from Mellat Bank Tehran. This research was conducted over one year, from 2019 to 2020. This research uses the method of extending the quality performance to translate strategies from high to low levels. In this study, the QFD method was used to translate strategies from high-level to low-level. To this end, QFD matrices were designed for each design subject, and the necessary IT tools for the expected functions were identified and scored using expert opinions. The findings show that for each strategy in an organization, we require specific information technology tools to execute the strategy within the organization properly. This study introduced the necessary tools for five strategic subjects, including integration and acceleration of design, production, and delivery of banking products and services, design and implementation of market penetration strategies, asset generation, improvement of credit processes, and financial and managerial independence of branches. Utilizing the identified IT tools will remove and reduce the barriers to implementing strategies and the strategic superiority of top-level and executive managers of organizations.