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A validation Study of House of Quality key performance indicators Appendix 3 3.1 Kano matrix Functional Dat stel ik op prijs Ik verwacht niet anders Neutraal Vervelend, maar ik kan er mee leven Vervelend en onacceptabel Questionanble Attractive Attractive Attractive 84 One Dimensional Reverse Indifferent Indifferent Indifferent Must be Reverse Indifferent Indifferent Indifferent Must be Reverse Indifferent Indifferent Indifferent Must be Reverse Reverse Reverse Reverse Questionable Dat stel ik op prijs Ik verwacht niet anders Neutraal Vervelend, maar ik kan ermee leven Dysfunctional Vervelend en onacceptabel
A validation Study of House of Quality key performance indicators Appendix 4: Case description De Unie Summary Case Description De Unie History The First labor unions in the Netherlands were raised between 1860 and 1870. The growth of the industrialization had significant impact on society. The working conditions were bad, child employment was a normal fact, workdays were very long and the position of employees was very weak. De Unie is established from several mergers between different independent unions of different sizes. De Unie BLHP was founded in 1972 and in 1995 the name of the organization was changed in the current name; De Unie. Mission and strategy De Unie has set herself the following target: in a world of life and work w<strong>here</strong> everyone is constantly faced with fresh choices, to set out together and to find realistic solutions to individual needs and matters relating to work, income and personal development. De Unie attaches great importance to carefully handle the interests of society and those of members, staff and stakeholders, in line with her focus on socially responsible entrepreneurship. Profile With members employed in the industrial, service and health care sectors, De Unie is a modern, independent trade union that goes for custom-made solutions. De Unie is a typical network organization and contributed to over 300 collective agreements and represents the shared interests of employees in mergers and reorganizations but also member’s individual interests in the areas of work, income and personal development. De Unie mainly targets on professionals and are well represented among middle and senior management. The total number of members nowadays is over 97.000. According to other labor unions, De Unie distinguishes itself by providing personal support based on in-depth understanding of businesses and collective agreements. In the area of income, De Unie provides individual members with advice in particular on taxation, pensions and social security, but she also handles queries about other matters relating to income. In addition to the basic products and services of a labor union, De Unie offers her members other products and services under labels such as UnieReizen (travel) and Member Benefits (financial advice, insurance and mortgages). In order to create a network of partnerships De Unie works 85
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