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Reading 13: Improving Performance - Coggle Diagram
Reading 13: Improving Performance
THE IMPORTANCE-PERFORMANCE MARTIX
Slack’s (1994) importance-performance matrix suggests a four-stage process
it is used for spotting gaps between market requirements and an organisation’s actual performance
STAGE 1
judge the importance of performance measures to customers
customers usually make a purchase decision based on a range of criteria
many of these criteria are related to operations performance
a customers view of what is important will be specific to them
STAGE 2
judge the performance against competitors
in this type of assessment, an organisation's performance of an operation is always assessed relative to their competition and not simply as an absolute measure
STAGE 3
match performance against characteristics
once an organisation has established both the importance and performance of each priority, it can put them into the importance-performance matrix
there are 4 zone within the matrix
appropriate
improve
excess?
urgent action
STAGE 4
develop improvement plans
the matrix shows where urgent action needs to be taken and it informs the analyst of areas where no changes need to be made
