Application of Delphi Technique

• Businesses should invite a panel of experts to study the complaints from customers
• Experts do not have to be in the same place and will be contacted individually
• A questionnaire consisting of questions on how to improve the quality of products or services must be designed and distributed to the panel members and experts
• Questionnaire: refers to an instrument with a series of questions and answers used for research purposes
• The panel should respond to the questionnaire individually to suggest improvements to the products and then return them
• The responses from the experts must be summarised in a feedback report
• The feedback report and a second set of questions based on the feedback report must be sent to the panel members
• The panel members are requested to provide further input or ideas on how to improve the quality of products or services after they have studied the results and documentation
• A third questionnaire based on the previous feedback is distributed to the panel members and experts
• A final summary or feedback report with all the methods to improve the quality of products or services is prepared
• After consensus has been reached, the best solution is chosen