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A validation Study of House of Quality key performance indicators
Interaction: interviews revealed that members expect certain ways of interaction between the union
and its members. At the moment the online union for example interacts with her members by
providing online newsletters. But members also expect to get involved in the development process of
the online union to shape the online union to their preferences. Members also perceived a lack of
personal attention. Possibilities of interaction between members was mentioned to be preferred but
are not experienced in the current situation.
Proposition 3: Interaction positively influences the overall performance of the online union.
Safety: the category safety mainly reflects to the needs of members for a good representation of
their shared interest by the online union. Related to a good representation is the influence of the
online union on for example collective bargaining. Interviewed members expect the online union to
have a suitable influence to secure a good representation of their interests. Another “safety” related
aspect is the expectation of affective and adequate support to work related issues but also for
personal related aspects like for example assurances.
Proposition 4: The overall performance of the online union will be positively affected by
safety.
Solidarity: one of the reasons for people to join a union is the feeling of solidarity provided by a
representative organization. This feeling of solidarity originates from the fact that members join a
union for more or less the same reasons and therefore expect to meet members in equal positions.
Although in the current situation not available in a suitable way; members expect the online union to
offer new opportunities to interact with people in the same position and share knowledge and
experiences.
Proposition 5: Solidarity will positively affect the overall performance of the online union.
Tangibles: the most important reason for the interviewed members to join the online union is the
custom-made approach in combination with the relative low contribution price as presented in
section 4.1.1. This approach offers members the possibility to be represented for their shared
interest and to profit from customized services for a relative low price. From this we can conclude
that a good representation of their shared interests and customized services are important service
characteristics of an online union. Also a first-class presentation of the online union and appropriate
online facilities (e.g. speed and content of the website) are identified to be important performance
aspects.
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