here - ERIM - Erasmus Universiteit Rotterdam
here - ERIM - Erasmus Universiteit Rotterdam here - ERIM - Erasmus Universiteit Rotterdam
A validation Study of House of Quality key performance indicators This thesis is dedicated to the memory of R. van Zevenbergen-Huisman vi Dedication (1917 – 2007)
A validation Study of House of Quality key performance indicators vii Executive Summary Workforce representative organizations in the Netherlands are witnessing a decline in the number of memberships for about 10 years. Under influence of ICT, the design of work is changing from a centralized to a decentralized form. As a result, the function and role of representative organizations, such as De Unie, are changing as well. In response, representative organizations are searching for, and experimenting with new service concepts in order to recruit new members and increase the position of the organization as well as the organization’s cash flow. Under influence of the aforementioned forces, De Unie started to develop a new union concept that is more responsive to the members’ contemporary needs. As a result, De Unie recently launched the first online union in the Netherlands; “De Internetvakbond”. The current research study serves to improve decision makers’ understanding of the demands of the members, and offers objective knowledge about the key performance drivers of the online union. Hence, it will provide De Unie direction to the ongoing process of designing an online union that adapts to the demands of the changing workforce. By both identification of the most important needs of the members, by collection of empirical data and; by translating the needs into appropriate technical requirements. This research starts with a literature review followed by exploratory research to the needs of the members and the performance drivers of the online union. The present study applies the SERVQUAL model to measure the quality of the services offered by the online union. By including Kano’s model we were able to identify how well the different service attributes of the online union are satisfying the needs of the members. By integrating the SERVQUAL and Kano model into the concept of the House of Quality, we were able to translate the needs and requirements of the member into the design process of the online union. By exploratory research we identified five dimensions that are considered to determine the overall performance of the online union; interaction, solidarity, information, safety and interaction. Statistical analysis merged the dimensions interaction and solidarity and indicated a significant positive relationship between tangibles and the overall performance of the online union. The House of Quality indicated Digitalization to be the most important technical requirement in the ongoing process of improvement and enables the online union to meet the widest collection of members’ needs. Digitalization in this case offers the online union possibilities for value-based pricing of services, connect different parties in the network and enables interaction between the De Unie, it’s members and third parties. From this perspective it increases the value of the online union.
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A validation Study of House of Quality key performance indicators<br />
This thesis is dedicated to the memory of R. van Zevenbergen-Huisman<br />
vi<br />
Dedication<br />
(1917 – 2007)