Selecting Improvement Projects that Add Value to Customers

Abstract

This paper presents a methodology to nominate and select improvement projects that are perceived as adding value to customers (both internal and external). The structure of the methodology can be explained in three “stages”. First, the methodology suggests a new way of categorizing improvement opportunities, i.e. reactive‐proactive, to “upgrade” the little Q ‐ big Q categorisation. Then, it develops a roadmap that links performance indicators and improvement projects for both reactive and proactive improvements. Finally, it suggests an algorithm to select the improvement project, where the assessment of to what extent the nominated improvement projects add value to customers relies on the comparison between Overall Perceived Benefits (OPB) and Overall Perceived Efforts (OPE). The improvement project perceived as having the largest impact on adding value to customers receives the highest priority.

Citation

Setijono, D. and Dahlgaard, J.J. (2007), "Selecting Improvement Projects that Add Value to Customers", Asian Journal on Quality, Vol. 8 No. 1, pp. 15-26. https://doi.org/10.1108/15982688200700002