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A validation Study of House of Quality key performance indicators the creation of personas. Cooper (1999) described a persona as ”a user archetype you can use to help guide decisions about product features, navigation, interactions, and even visual design. By designing for the archetype - whose goals, attitudes, and behaviour patterns are well understood - you can satisfy the broader group of people represented by that archetype”. An extensive part of the inputs for the House of Quality is provided by the management team of the online union. The input provided correlates with the subjectivity, knowledge and experience of the team members. T<strong>here</strong>fore to optimize the results for the House of Quality a cross functional team including members with different backgrounds and expertise is required (Griffin and Hauser, 1993). As the online union merely started as an experiment of De Unie, nowadays the management team of the online union consists of three people. Incorporating more team members would increase the subjectivity, knowledge, experience and understanding of the management team. Hence, it will improve the validity of the outcomes for the House of Quality. 74
A validation Study of House of Quality key performance indicators 75 References American Supplier Institute (1994). Quality Function Deployment (service QFD): 3-Day Workshop, ASI Press: Dearborn, MI. Akao, Y. (1990). Quality Function Deployment: Integrating Customer Requirements into Product Design; Productivity Press: Cambridge, MA Bagozzi, R.P., Dholakia, U.M. (2002). Intentional social action in virtual communities, Journal of Interactive Marketing, 16, 2, pp. 2. Babakus, E., Boller, G.W. (1992). An empirical Assessment of the SERVQUAL Scale, Journal of Business Research, Vol. 24 No. 3, pp. 253-68. Beck, U. (2000). The Brave New World of Work, Cambridge: Polity. Bouc<strong>here</strong>au, V. & Rowlands, H. (2000). Methods and techniques to help quality function deployment (QFD). Benchmarking: An International Journal 7 1 (2000), pp. 8–20. Buttle, F.A. (1996). SERVQUAL: Review, critique, research agenda, European Journal of Marketing 30 1, pp. 8–32. Chan, L.K., Wu, M.L. (2002). Quality Function Deployment: A comprehensive review of its concepts and methods, Quality Engineering, 15:1, pp. 23-35. Clausing, D., Pugh, S. (1991). Enhanced quality function deployment. In: Proceedings of the Design and Productivity International Conference, February 6–8, Honolulu, HI. Cohen, L. (1995). Quality function deployment: How to make QFD work for you. Reading, MA: Addison-Wesley. Constant, D., Sproull, L., & Kiesler, S. (1996). The kindness of strangers: The usefulness of electronic weak ties for technical advice, Organisation Science, 7 (2), pp. 119-135. Cooper, A. (1999). The inmates are running the asylum. Indianapolis, Sams Publishing Cross, R., Parker, A., Prusak, L. Borgatti, S.P. (2001). Knowing what we know: Supporting Knowledge Creation and Sharing in Social Networks, Organizational Dynamics, 30 (2), pp. 100-120. Dalen, J. van, Leede, E. de (2000). Statistisch Onderzoek met SPSS for Windows, 1st Ed. Utrecht: Lemma. Dedrick, J., Gurbaxani, V., Kraemer, K.L. (2003). Information technology and economic performance: A critical review of the economic performance. ACM Computer Surveys 35(1), pp. 1–28. Eureka, W.E. & Ryand, N.E. (1994). The Customer-Driven Company: Managerial Perspective on QFD, ASI Press, Dearborn, MI. Evans, J. R. & Mathur, A. (2005). The Value of Online Survey, Internet Research, 15(2), pp. 195-219.
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