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A validation Study of House of Quality key performance indicators
Technical Requirements
The technical requirements or “Hows” are established from investigations of the service process of
the online union during the past half year of this research study. Furthermore requirements were
performed in strong collaboration with the management team of the online union. A clarification of
the technical requirements will be discussed below.
1- Contact availability; available options for members to get in contact with online union.
2- Employee availability; number of union experts available for direct services.
3- Knowledge; knowledge available in the organization of the online union (experts, databases,
third parties)
4- Frequency of contact; interaction moments with members (newsletter, requests, site visits,
etc).
5- Speed of services; process time of the services.
6- Frequency of information updates; number of information updates on website, newsletters.
7- Member feedback processing; how feedback is effectively processed through the
organization.
8- Database options; database options with all relevant information of the members.
9- Personalization of services; extent of personalized services for a specific member.
10- Automatization; extent to which service processes are automated.
11- Digitalization; extent to which services and facilities are digitalized.
12- Networking availability; extent of options to create networks between members, the online
union and third parties.
Planning matrix/ Competitive assessment
The results of the benchmark study in chapter 5 were not sufficient enough to be processed into the
House of Quality (Figure - 13). This insufficiency of the information can be explained by two factors.
First of all, the online union of De Unie is the only virtual union in Holland whereas competitors in
this case are the traditional unions. Therefore to compare the activities of the online union we
studied other e-services in chapter five. Secondly, as mentioned in the introduction and in section 2.2
the decline in the member population creates a climate where every competitor is searching for new
ways to recruit members. The management team of the online union does not have enough
knowledge of the competitive projects related to the online union to process into the House of
Quality. De Unie has planned to start with a competitive benchmark in the first months of 2008.
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