10 May 2006

PID Enhanced

PID is an acronym for People, Information and Deliverables. These are the key factors affecting touchpoint experience, or the result of interaction of one person with other person, information, deliverables through feeling, thinking, and hiring.

People (P) can be further segmented into Sender (s) and Receiver (r), and Deliverables (D) Expected (e) and Actual (a).

There are 3 types of Touchpoint eXperience (TX).
- Positive
- Indifferent
- Negative

When a > e, TX > 0, or Positive TX.
When a = e, TX = 0, or Indifferent TX.
When a < e, TX < 0, or Negative TX.

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