1. QUality PERformance (QUPER) applied Seminar for Advanced Method Engineering Yuri Sprockel

2. CCV profile (1) Core business: Specializing in the processing and authorization of financial and loyalty card transactions, as well as the development and management of loyalty and customer card systems Market leader of PIN and Chipknip terminals in the Netherlands. Active in Belgium, Germany and Switzerland Distributor of VeriFone (global market leader of payment systems) Market: retail chains, oil companies, banks, (semi- )government organizations, petrol, the hotel and catering industry, and more! www.ccv.eu, 2009

3. CCV Products & Services Payment terminals Countertop terminal hardware for payment. E- vouchers, loyalty programs, gift cards, etc. Transaction Processing Back-office system, Cardnet, authorizes and processes all financial transactions and forwards them to the card organizations (e.g. banks) Support 24/7 available support (service center), online instructions and manuals, service contracts www.ccv.eu, 2009

4. CCV ‘Single Window’ Cardnet www.wikipedia.org, 2009

5. Quality domains Regnell, 2009

6. CCV possible quality domains Quality Domain/FactorIndicator Usability, OperabilityKey-reaction-time in Seconds Usability, AttractivenessLook and Feel Usability, OperabilityOperating features (reporting, other app.) Efficiency (Performance)Computing power in MHz Efficiency, Time behaviourBattery life in Seconds Efficiency, Time behaviourTransaction speed in Seconds Functionality, SecurityEncryption certifications, bits Functionality, InteroperabilityData transfer rate in Bits per second Functionality, InteroperabilityConnectivity interfaces Reliability, MaturityNumber of Reported Bugs Reliability, Fault toleranceService center calls or incidents Reliability, Fault toleranceNumber of PIN transactions failures Reliability, RecoverabilityDown/offline-time in Seconds

7. CCV vs the World Elavon Similar to CCV BBS/Ingenico Broad assortiment Radiant Systems Active in Petrol industry

8. Research How to use ME in order to evaluate QUPER’s applicability for other domains (QUPER assessment tool) Activities: –Interview –?