here - ERIM - Erasmus Universiteit Rotterdam

A validation Study of House of Quality key performance indicators
union as well as members of the online union. Based on the literature study and the preliminary
research, the explored performance drivers and needs of the members will be processed into an
extensive questionnaire. A survey will be conducted under the member population of the online
union in order to quantify the findings of the literature study and the preliminary research.
The results of the survey will be processed into the House of Quality as “Whats”. In strong
collaboration with the management team of the online union, the process requirements to adapt to
the needs of the members will be identified and processed into the HOQ as “How’s”. By adding the
strength of the relationship between the “How’s” and the “What’s” we will be able to determine the
importance of each process requirement. By doing so we will be able to make pronouncements on
how to improve the online union.
1.6 Thesis Structure
A visualization of the thesis structure is presented in Figure - 2 (Verschuren en Doorewaard,’2002),
followed by a brief description of the content of each of the chapters included.
Chapter 1
-Introduction-
Chapter 2
-Literature review-
Chapter 3
-Methodology-
Figure - 2 Thesis Outline
Chapter 2
-Conceptual model-
Chapter 5 Conclusions
Chapter 1 (Introduction): presents an introduction into the current research study and the subjects
included. Furthermore this chapter describes the problem statement, research objectives, research
design and description, contribution of thesis (relevance), and structure of thesis.
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Chapter 4
Phase I
Exploratory research
Chapter 4
Phase II:
Survey Analysis
Chapter 4
Phase III: Establishing
House of Quality