here - ERIM - Erasmus Universiteit Rotterdam
here - ERIM - Erasmus Universiteit Rotterdam
here - ERIM - Erasmus Universiteit Rotterdam
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A validation Study of House of Quality key performance indicators<br />
Theoretical based sub questions:<br />
1) How to use the theory of House of Quality?<br />
2) To what extent can the online labour union be defined as a Virtual Community?<br />
Practical based sub questions:<br />
3) What are the needs of the members of the online labor union?<br />
4) Who are the existing members and who can be potential members?<br />
General sub question:<br />
5) How does De Unie needs to change the organizational design of the online labour union<br />
in order to fit with the needs of its members which are collected through the House of<br />
Quality?<br />
1.4 Research objectives<br />
The research objective enables us to chart the course for this research. The objectives of this in-<br />
depth study can be divided into a theoretical and practical objective.<br />
Theoretical objective :An extensive theoretical review of the existing literature about online unions,<br />
virtual communities and methods for measuring and managing the quality of a service will provide us<br />
a better and deeper understanding of factors influencing the service performance of the online<br />
union. The literature t<strong>here</strong>fore will create a stable foundation for this research study.<br />
Practical objective: Based on the integration of the SERVQUAL model and the Kano model into the<br />
method of Quality Function Deployment, this study for the online union seeks to identify different<br />
factors which help to match the design of the online labour union with the needs and requirements<br />
of the members. The main goal for this research study is:<br />
To improve the design of the (already existing) online union, in order to be more effective in its way<br />
to serve the needs and requirements of its members. In other words; to get this community working<br />
well for De Unie and its members, it will be crucial to get a clear understanding of the expectations<br />
and needs of its members.<br />
1.5 Research Design<br />
A single case study will be conducted (Yin, 2003) to investigate the needs and requirements of the<br />
members and from these findings redesign the online union. This research starts with a literature<br />
study followed by preliminary research in terms of qualitative interviews with workers of the online<br />
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