Importance Performance Mapping & Implementation Plan - Power Supply
Another data presentation device in which several managers find appealing is the significance-performance map. The idea is derived from standard quadrant analysis, as had been used for several years in business strategy. In common, this approach argues, we should be most concerned about those issues for that significance is high and performance (classically measured through average satisfaction) is poor. These yield the greatest potential for gain.
Figure - Areas of Action
Another set of valuable recommendations could be drawn up from the analysis of importance-performance matrix. As shown in Figure 9.6, the matrix has four divisions in which values of different dimensions/factors will fall in. Depending upon which division factor is located, certain actions could be suggested. If any process/sub-process/factor is placed in a low importance and high performance quadrant, the cost reduction program needs to be undertaken for that process or factor. It is imperative for any power distribution organisation to undertake the task of monitoring of customer satisfaction for its own survival and growth and thereby to boost market goodwill.