International Journal of Quality Innovation

Korean Society for Quality Management (한국품질경영학회)
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Selecting Improvement Projects that Add Value to Customers

  • Setijono, Djoko (Department of Forest and Wood Technology, School of Technology & Design, Vaxjo University) ;
  • Dahlgaard, Jens J. (Division of Quality Technology and Management, Linkoping University)
  • Published : 2007.04.30
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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.

Keywords

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