PRODUCTION AND OPERATIONS MANAGEMENT FOR ENGINEERS

VIETNAM NATIONAL UNIVERSITY, HO CHI MINH CITY
UNIVERSITY OF TECHNOLOGY
FACULTY OF INDUSTRIAL MANAGEMENT

Production and operations management for
engineers
Assignment report

DESIGN AN E-WALLET SYSTEM

Lecturer: MBA. Huỳnh Thị Phương Lan
Group 5 – Class CC01- Semester 221


Ho Chi Minh University of Technology

POM (IM1023)

GROUP MEMBERS:

Name

Student ID

Phạm Nguyễn Minh Đăng

2153295

Ủ Minh Quân

1911940

Đỗ Đức Trung

1952144

Vũ Minh Đức

2153311

Nguyễn Tuấn Minh

1952848

Đoàn Gia Quyền

1852707

Huỳnh Phước Thiện

1952463

Nguyễn Minh Tiến

2150033

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Project: DESIGN AN E-WALLET
SYSTEM

Ho Chi Minh University of Technology

POM (IM1023)

Contents
I. Introduction...............................................................4
II. Ideal generation.......................................................6
III. Customer requirements identification................7
IV. Kano Classification...............................................11
V. QFD analysis............................................................20
5.1 What is QFD?.......................................................20
5.2 QFD for the E-wallet application......................21
VI. Conclusion.............................................................23

I.

Introduction.
The e-wallet market is one of the biggest swords for Vietnam to move towards a

cashless society. It is also considered a highly competitive market, with suppliers
constantly having to come up with new offers to attract and keep customers. But on the
positive side, the e-wallet market in Vietnam still has many rooms for development. Data

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Project: DESIGN AN E-WALLET
SYSTEM


Ho Chi Minh University of Technology

POM (IM1023)

from the State Bank of Vietnam (SBV) shows that, during the period of Covid-19 social
isolation, about 15 million people use e-banking services every month. Currently,
Vietnam recorded 30 million online transactions every day (SBV)
As of May 9, 2022, there were 48 non-banking organizations licensed to provide
payment intermediary services, over 90 thousand QR payment acceptance points, and
nearly 298 thousand points of sale (POS). In the first 9 months of 2021 compared to the
same period in 2020, mobile payments increased by 76.2% in quantity and 88.3% in
value; Internet payments increased by 51.2% in quantity and 29.1% in value.
According to a report by UOB Bank, PwC Singapore and the Singapore Fintech
Association (FinTech in ASEAN 2021: Digital takes flight), Vietnam ranks third in
ASEAN in terms of capital funding in fintech with US$375 million, equivalent to over
10% of the total value of fintech funds of US$3.5 billion - a record in ASEAN.

The bar charts indicate the Market shares among the E-Wallet companies in Vietnam
from 2020 to 2021:

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Project: DESIGN AN E-WALLET
SYSTEM


Ho Chi Minh University of Technology

POM (IM1023)

Figure.1

Figure.2

Nowadays, there are various money transfer apps existing on the market such as
Momo, ViettelPay, Zalopay,... . These apps have many benefits for citizen to use but it
still have some drawbacks. For instance, some issues that some reputable apps have met:

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Project: DESIGN AN E-WALLET
SYSTEM


Ho Chi Minh University of Technology

POM (IM1023)

 Momo: high withdrawal fee, low discount when purchasing mobile phone cards
 ZaloPay: Lack of utilities, minimize the attempt of transfer money to bank
 ViettelPay: Not support customers transfer money online, awful display, no
interest fees
 FoxPay: Authentication steps usually get errors, connecting bank fees.
 VNpay: recharge/withdraw limit
Our new product target is create an E-wallet app finance which allows you to
transfer and receive money faster and safer and also help you pay for every requirement,
everytime and everywhere for free. We will try to minimize disadvantages and obstacles
as much as possible to the customers. Our ability to join the market share is feasible when
the needs of quick transfer money services are growing annually.
II.

Idea generation.
Fast and authorized transactions are one of the essential needs of the digital world in

the 21st century, therefore, we want to bring you our E-wallet product which is beyond

payments. In fact, it’s often easier to obtain an internet connection than a bank account.
Nowadays, most rural areas in Vietnam have electricity infrastructure, indeed, the
internet connection will follow as well. In contrast, there are just a few banks that have
established their office in these areas. Thus, the inclusion and innovation of technology
are at heart of the E-wallet value change.
Customers can easily get to their payment within one touch and have no worry
because their account has been strictly secured. With the help of advanced technology,
the transactions history and others will be noted by the banks and always recorded for
some bad situations in the future. The wide use of E-wallet is the next level of digitizing
the traditional process.
However, some regions all over the world might not have an adaptable technology to
acquire and bring E-wallet to their daily life. In addition, some serious issues such as
hacking or leaking the information are also cautious with many cases every year.

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Project: DESIGN AN E-WALLET
SYSTEM


Ho Chi Minh University of Technology

POM (IM1023)

Although some risks are still there, it is worth trying to make our daily life easier and
more comfortable after everything we have to bear out there.
III.

Customer requirements identification.
Customer Requirements Identification is the process of determining what and how a
customer wants a product to perform. Customer Needs are non-technical, and they reflect

the customers’ perception of the product. Applying into this E-Wallet app project of our
group to research the requirement of customer on the product, we have made a survey
about product features and from that we could make out the satisfaction for the features
performance also the demand of client for this app. After collecting and evaluating the
data from the survey, we have developed main features for an app also It would be ready
for us to build a Kano model also the house of quality.

Interview 4 teammates:

Quan

Trung

Quyen

Dang

Promotions

v

v

x

x

Wrong transactions handled?

v

v

v

v

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Project: DESIGN AN E-WALLET
SYSTEM


Ho Chi Minh University of Technology

POM (IM1023)

Saving account

v

x

x

x

Security / Authorization

v

v

v

v

Bank / Card link

v

v

v

v

Elder-friendly

x

x

v

x

Interview others:

Promotions

v

v

v

v

Wrong transactions handled?

v

v

x

v

Saving account

x

v

v

x

Security / Authorization

v

v

v

v

Bank / Card link

v

v

v

x

Elder-friendly

v

x

x

x

 Additional recommended features:
AI application: Nowadays, AI ( Artificial intelligence ) is becoming a trend of the

world with AI tech it would provide a better online shopping experience also online
payments. With AI applications, it will provide an easier, safer, and more enjoyable
payment process for the user.
Convenient store transaction: Fast transaction at convenient store via QR code
or baking

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Project: DESIGN AN E-WALLET
SYSTEM


Ho Chi Minh University of Technology

POM (IM1023)

Available in more regions: Flexibility and could be use at various payment
location
More suitable transfer feature: It would be more convenient for the customer if
app could be used for variety of payment.
Server upgrade: Upgrade and maintenance time will be faster, so that customer
don’t need to wait for long time.

 From the above survey we can develop main functionalities for our app:

Easy and fast transaction: What prevents most people from using many applications
is its troublesome procedure. Making the transaction procedure easier for people to use is
a requirement in order to attract people to using the app. Fast transaction time will also
give us an competitive advantage over competitors since
Security: Security is one of the most important aspects of an e-wallet since it's where
people store their money. Having a strong security that can protect user accounts from

attackers is a required functionality.
Keeping track of spending history and habits: An app that can keep track of
spending history could help users manage their shopping habits.
Saving account: A savings account with a good interest rate will attract more users
since it will help them make more money in the long run.
Bank/Credit card linking: Having many bank links means that users can make
transactions between many banks with ease. Credit cards can also help user made
transactions more easily.
For elders: authorized procedure: The app should have authorized procedure for
elderly people to prevent them from accidentally transferring money.

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Project: DESIGN AN E-WALLET
SYSTEM


Ho Chi Minh University of Technology

POM (IM1023)

Available at ATMs and convenient stores: If it is available at many ATMs or
convenient stores, users can withdraw or deposit money at many places and they could
choose the closest to them.
Stability: Stability is an important factor that can affect user experience since not
many people would want to use an application that has lots of crashes and bugs.
Giving reminders: A reminder of unpaid bills or debt can be useful to help people be
able to keep track of their payment.
Electric bills: The ability to pay electricity bills can attract user since it could help
people to pay their bills without going to the electric company.
QR code: QR Code is a fast and secure payment method that should be implemented

to attract users.
Promotions: Many promotions can make people turn on the app frequently to check
for promotions. It would encourage people to make payment using the app to take
advantage of the gifted coupons.

IV.

Kano Classification.
Definition:
The Kano Model (pronounced “Kah-no”) is an approach to prioritizing features on
a product roadmap based on the degree to which they are likely to satisfy customers.
Product teams can weigh a high-satisfaction feature against its costs to determine whether
or not adding it to the roadmap is a strategically sound decision.
Apply KANO to product development:
Step 1 Survey design: The primary data will be collected through survey
questionnaires. For instance, the questionnaire which was used in Denmark and the UK

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Project: DESIGN AN E-WALLET
SYSTEM


Ho Chi Minh University of Technology

POM (IM1023)

contained 53 questions, divided into three parts which involved the respondents’ personal
information as well as opinion.
Step 2 Measures: The attributes will be selected to understand the perception of
the respondents, they also represent key attributes of the products that provide functional,

performative and exciting experience. The measurement should base on Kano’
Evaluation Matrix
Step 3 Sampling: Because the large number of respondents, the research should
collect data through an e-survey, which is chosen since it is cost-effective, easily
accessible, and quick to obtain responses
Step 4 Analysis: Descriptive analysis was conducted to evaluate the means of
perceived importance for each attribute and to create rankings. Each functionaldysfunctional question pair was analyzed using cross-tabulations and then evaluated
based on Kano’s model.
Feature 1: Feature 2:

Feature 3: Feature 4: Feature

Feature 6:

Easy and

Strong security Track your Provide a

5: Banks Authorized

fast

and

spending

saving

or cards procedure

transaction authorization

habits

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linking

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Project: DESIGN AN E-WALLET
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Ho Chi Minh University of Technology

POM (IM1023)

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Project: DESIGN AN E-WALLET
SYSTEM


Ho Chi Minh University of Technology

POM (IM1023)

Customer 32 M

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Project: DESIGN AN E-WALLET
SYSTEM


Ho Chi Minh University of Technology

POM (IM1023)

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Project: DESIGN AN E-WALLET
SYSTEM


Ho Chi Minh University of Technology

POM (IM1023)

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Project: DESIGN AN E-WALLET
SYSTEM


Ho Chi Minh University of Technology

POM (IM1023)

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Project: DESIGN AN E-WALLET
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Ho Chi Minh University of Technology

POM (IM1023)

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Project: DESIGN AN E-WALLET
SYSTEM


Ho Chi Minh University of Technology

POM (IM1023)

the number
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Project: DESIGN AN E-WALLET
SYSTEM


Ho Chi Minh University of Technology

POM (IM1023)

positive
experiences
when using

V.

QFD analysis.
5.1 What is QFD?
 Quality Function Deployment (QFD) is a structured approach to defining customer
needs or requirements by carefully listening to the “voice of the customer” and
translating them into specific plans to produce products to meet those needs. The
“voice of the customer” is the stated and unstated customer needs or requirements.
 First developed in Japan in the late 1960s, QFD was brought to the United States
in the early 1980s. It gained popularity due to numerous successes in the
automotive industry.
 In QFD, quality is a measure of customer satisfaction with a product or service.
QFD uses the 7 management tools to identify and prioritize customers’
expectations quickly and effectively. Beginning with the House of Quality, the
QFD methodology focuses on the most important product or service attributes or

qualities; these are composed of customer wows, wants, and musts. Once you have
prioritized the attributes and qualities, QFD deploys them to the appropriate
organizational function for action. Thus, QFD is the deployment of customerdriven qualities to the responsible functions of an organization.

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Project: DESIGN AN E-WALLET
SYSTEM


Ho Chi Minh University of Technology

POM (IM1023)

5.2 QFD for the E-wallet application
In this section we will build a House of quality for the e-wallet application based
on part 3 Customer requirements Identification and part 4 Kano model:

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Project: DESIGN AN E-WALLET
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