Prioritising Change
AUA Conference, YorkOperational Excellence Team - 15 October 2015
Idea Prioritisation• Suggest/Ideas Fest, Brainstorm, Questioning
Techniques• 5 Whys• Affinity Diagram• Fishbone Diagram• Relationship Diagram• Prioritisation Matrices• Histogram or Scatter Diagram• Cycle of Service• Pareto – 80/20 rule
Relationship Diagram• A tool to prioritise ideas
using consensus of the group• Simple and graphical• May not give a clear winner,
but provides a platform for further discussion
• Couple with a priority matrix for more granular results
You may have used the Affinity Diagram
Used to group
ideas!
But how do we decide?
Issue
Issue
IssueIssue
Issue
Buy in third party parts
and repackage
Move processing to
new co-located team
Purchase new software to improve response
times Redesign
web site to improve
customer experience
Phase out product with
customer incentives
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o0i4 t4
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Relationship Diagram
Paired Comparison Analysis
Exercise – Staff Catering
a) Comfortable seating
b) Privacy for meetings
c) Wide choice of food
d) Pleasant environment
e) Access to multi-media and internet
Customer suggestions for improvement
Blue Room Restaurant
Use a relationship diagram to prioritise these 5 suggestions.
Enter customer requirementsWeight them based on customer’s scoresThen for yourself and each competitor:Score how well they meet the customer’s requirements
(10= totally 1=not at al)Multiply weight x score and add results.
Example of assessing competitor service offering against customer requirements
Weighted Matrix Analysis
Customer requirement
Customer Importance Weighting
Points Score Points Score Points Score Points Score Points Score
Available 24*7 9 4 36 10 90 7 63 10 90 3 27
Dedicated engineers 4 10 40 3 12 0 0 7 28 2 8
UK based call centre 3 5 15 7 21 10 30 0 0 5 15
Rolling monthly contract 6 0 0 0 0 8 48 0 0 0 0Mobile/Online request service 2 3 6 0 0 8 16 0 0 0 0
TOTALS 97 123 157 118 50
RANK 4 2 1 3 5
NotesInsert customer weights from Voice of the Customer Exercise (9 is highest)Allocate scores from 1-10 as to how your proposed change will meet the customers' requirementWhich service offer would help you beat your competitors
Your organisation Competitor #1 Competitor #2 Competitor#3 Competitor#4
Weighted Matrix Analysis
Customer requirement
Customer Importance Weighting
Points Score Points Score Points Score Points ScoreEase of Use 1 0 0 0 0 1 1 9 9Responsive 3 9 27 0 0 0 0 3 9Available 24x7 3 9 27 3 9 0 0 0 0Local supply 5 9 45 1 5 1 5 1 5Price 5 9 45 1 5 0 0 1 5
TOTALS 144 19 6 28 RANK 1 3 4 2
NotesInsert customer weights from Voice of the Customer ExerciseAllocate scores from 1-9 as to how your product or service meets the customer requirementBest Score is first to be tackled
Proposed Change #1
Proposed Change #2
Proposed Change#3
Proposed Change#4
Exercise• Take the five ideas of what staff want from the
staff club• Use rankings from your relationship diagram• Some ideas from Catering on investments?• Allocate your own scores as to the difference
each will make• Rank them• Pick a winner
Exercise – Staff CateringCustomers asked for:• Comfortable
seating• Privacy for
meetings• Wide choice of food• Pleasant
environment • Access to multi-
media and internet
Lattes Catering
Exercise – Staff Club
How well do the ideas from Catering provide for the customer requirements?
Weighted Matrix Analysis
Customer requirement
Customer Importance Weighting
Points Score Points Score Points Score Points Score Points Score Points ScoreComfortable SeatingPrivacy for meetingsWide Choice of FoodPleasant EnvironmentInternet and MM access
TOTALS RANK
NotesInsert customer weights from Voice of the Customer Exercise (5 is highest)Allocate scores from 1-9 as to how your proposed change will meet the customers' requirementHighest Score is first to be tackled
Proposed Change#6
Acoustic Ceiling
Proposed Change #1
(Air Con)
Proposed Change #2
Cubicle Seating
Proposed Change #3
Cultural Food Weeks
Proposed Change #4
At table internet and conferencing
Proposed Change #5
Re-decorate
Questions?
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