Prioritising Change

1. Prioritising Change
AUA Conference, York
Operational Excellence Team - 15 October 2015

2. 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

3. 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

4. You may have used the Affinity Diagram
Used to
group
ideas!

5. But how do we
decide?

6. Issue
Issue
Issue
Issue
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
i2 o2 t0
o0i4 t4
o1i3 t2
i1 o3 t-2
t-4o4i0
Relationship Diagram
Paired Comparison Analysis

7. 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.

8. Enter customer requirements
Weight them based on customer’s scores
Then 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 0
Mobile/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
Notes
Insert 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' requirement
Which service offer would help you beat your competitors
Your organisation Competitor #1 Competitor #2 Competitor#3 Competitor#4

9. Weighted Matrix Analysis
Customer
requirement
Customer
Importance
Weighting
Points Score Points Score Points Score Points Score
Ease of Use 1 0 0 0 0 1 1 9 9
Responsive 3 9 27 0 0 0 0 3 9
Available 24x7 3 9 27 3 9 0 0 0 0
Local supply 5 9 45 1 5 1 5 1 5
Price 5 9 45 1 5 0 0 1 5
TOTALS 144 19 6 28
RANK 1 3 4 2
Notes
Insert customer weights from Voice of the Customer Exercise
Allocate scores from 1-9 as to how your product or service meets the customer requirement
Best 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

10. Exercise – Staff Catering
Customers asked for:
• Comfortable seating
• Privacy for meetings
• Wide choice of food
• Pleasant environment
• Access to multi-media
and internet
Lattes Catering

11. 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 Score
Comfortable
Seating
Privacy for
meetings
Wide Choice
of Food
Pleasant
Environment
Internet and
MM access
TOTALS
RANK
Notes
Insert 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' requirement
Highest 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

12. Questions?

13. Contact details
Frank Wright
023 8059 8589
f.e.wright@soton.ac.uk
excellence @soton.ac.uk