Improving performance ( Importance-performance matrix (Stage 1: Judge…
Stage 1: Judge the importance of performance measures to customers.
Table 1 important scale p77
Stage 2: Judge the performance against competitors
Consistently considerably better
Consistently clearly better
Often marginally better
About the same
Usually marginally worse
Stage 3: Match performance against characteristics
Excess zone factors that customers does not consider important, spend less on resources or trade off.
Appropriate zone matched to the relative performance in the marketplace.
Improve zone scope to improve an operation for market share or levels repeat custom.
Urgent action zone Operations underperforms to customers, improvement to gain customers and competitiveness.
Stage 4: Develop improvement plans
Direct improvement activity
Urgent action needs to be taken
Save on resources