Importance‐Satisfaction Analysis: A Diagnostic Tool for Organizational Change

Abstract

Develops and presents Importance‐Satisfaction Analysis as a simple and highly pragmatic organizational diagnostic tool for both managers and consultants. Specifically, the importance‐performance framework presented in the marketing literature has been adapted for application in the management of human resource by changing the model′s external/strategic (the consumer and the product) orientation to an internal/operational (the employee and the job) focus. Uses data from a major national laboratory to illustrate step‐by‐step application of this methodology. Discusses practical advantages of the framework and implications for managers and consultants. Simplicity and ease of application, adaptability to various data collection techniques (questionnaires, interviews, group analysis, etc.), early identification of areas requiring action, priority‐based resource allocation implications, and modest cost are a few of the virtues of this managerial/consulting tool.

Citation

Graf, L.A., Hemmasi, M. and Nielsen, W. (1992), "Importance‐Satisfaction Analysis: A Diagnostic Tool for Organizational Change", Leadership & Organization Development Journal, Vol. 13 No. 6, pp. 8-12. https://doi.org/10.1108/01437739210021857