Strategies of Prioritizing Requirements to Support on-Line Service Companies' Service Improvement Decision-Making

Abstract—To companies providing on-line services, decision-making to reflect service stakeholders' requirements accurately and rapidly is one of the most important factors determining the success or failure of a company as well as its services. Thus, this study proposes strategies of prioritizing service stakeholders' requirements, collected from users' opinions and analyzed, from end-users' perspective, business perspective and administrators' perspective. After refining and standardizing all the opinions expressed through mobile devices and webs, this study analyzed and classified the opinions into requirements and listed them. Then, this study firstly proposed priorities based on the frequency of end-users' requirements, secondly proposed priorities from business perspective by considering the attributes of requirements, and thirdly proposed priorities from a perspective of effect on service operation and management. Lastly, this study extracted overall priorities by summing up three indices of priorities proposed earlier. To verify the validity of procedures and techniques proposed. a case study was conducted, and as a result of carrying out a survey on the related workers, this study had the validity approved.

Index Terms—Prioritizing requirement, decision-making.

The authors are with the School of Soongsil University, Seoul, Republic of Korea (e-mail:dsoh@ssu.ac.kr, jeonhye0@ssu.ac.kr, syrhew@ssu.ac.kr).

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Cite: Dong Seok Oh, Hye Young Jeon, and Sung Yul Rhew, "Strategies of Prioritizing Requirements to Support on-Line Service Companies' Service Improvement Decision-Making," Lecture Notes on Software Engineering vol. 2, no. 1, pp. 126-129, 2014.