Best practices in identifying customer-driven improvement opportunities

Garver, Michael Scott

doi:10.1016/s0019-8501(02)00238-9

Cited by 127 publications

(110 citation statements)

References 9 publications

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“…On the other hand, the derived approach involves use of quantitative methods such as correlation analysis or multiple regression analysis. The derived approach is argued to be better than the stated approach because its use brings objectivity to the evaluation process and eliminates biases (Garver, 2003). Furthermore, the stated approach lacks in the ability to differentiate between importance weights of evaluation criteria (Garver, 2003).…”

Section: Step 3 Deriving the Importance Weights Of Knowledge Managemmentioning

confidence: 99%

“…The derived approach is argued to be better than the stated approach because its use brings objectivity to the evaluation process and eliminates biases (Garver, 2003). Furthermore, the stated approach lacks in the ability to differentiate between importance weights of evaluation criteria (Garver, 2003). The model presented in this paper uses a derived approach to determine importance weights (W i ) of the evaluation criteria.…”

Section: Step 3 Deriving the Importance Weights Of Knowledge Managemmentioning

confidence: 99%

“…Different comparative performance ratios (e.g., Garver, 2003;Deng et al, 2008) such as (1) ratio of the case firm's performance ratings to the average performance rating of its primary rivals, (2) ratio of the case firm's performance ratings to the average performance ratings of all benchmarked firms, (3) ratio of the case firm's performance ratings to the performance ratings of the best construction firm involved in the benchmarking process, have been proposed for constructing CPA maps. The comparative performance ratios (CPR i ) used in this paper are calculated in Eq.…”

Section: 5mentioning

confidence: 99%

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A diagnostic model for assessing the knowledge management practices of construction firms

Kale

Karaman

2012

KSCE J Civ Eng

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Knowledge management is rapidly becoming a key organizational capability for creating competitive advantage in the construction industry. The emergence of knowledge management as a key organizational capability for creating competitive advantage poses enormous challenges to executives of construction firms. This paper proposes a model for benchmarking the knowledge management practices of construction firms that can guide and assist construction business executives to meet these challenges. The proposed model incorporates benchmarking and knowledge management concepts with Importance-Performance Analysis (IPA) and Comparative Performance Analysis (CPA) maps. The IPA and CPA maps are visual management tools that have been commonly used for continuous improvements in processes and the performance of firms. Yet they have not been used in the construction management literature or for evaluating the knowledge management practices. The proposed model can be used by construction firms as an internal performance measurement tool to evaluate their knowledge management practices. It can provide powerful diagnostic information to construction business executives of construction firms in order to evaluate their firm's knowledge management practices, identify their firm's comparative advantages and disadvantages with regard to each knowledge management practice, and set priorities for managerial actions related to knowledge management practices that need improvement. A real-world case study was conducted by administering a survey to 105 construction firms operating in Turkey and is presented to illustrate the implementation and utility of the proposed model.

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Section: Step 3 Deriving the Importance Weights Of Knowledge Managemmentioning

confidence: 99%

Section: Step 3 Deriving the Importance Weights Of Knowledge Managemmentioning

confidence: 99%

Section: 5mentioning

confidence: 99%

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A diagnostic model for assessing the knowledge management practices of construction firms

Kale

Karaman

2012

KSCE J Civ Eng

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“…O desempenho é dado levando em consideração a concorrência e as percepções gerais do mercado ou ao desempenho que se espera em determinado setor (GARVER, 2003). Os atributos localizados no quadrante A, indicam baixo desempenho e que se deve adequar urgentemente estes itens.…”

Section: Importância E Desempenhounclassified

“…Além disso, no fim do questionário é realizada uma pergunta em relação à satisfação dos planos de saúde em geral, como visto em Garver (2003).…”

Section: Da Elaboração Do Questionáriounclassified

Satisfação e Relacionamento B2B: Investigação da reciprocidade na relação entre Médicos e Planos de Saúde no Espírito Santo

2017

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Satisfaction in B2B Relationship: Research of reciprocity in the relation between doctors and health plans in the espírito Santo ReSUmoPara entender a satisfação em um ambiente B2B é necessário ter uma percepção sobre a troca de valores entre as partes envolvidas. Quando se fala sobre satisfação em relação a planos de saúde, ao realizar uma pesquisa nas bases de dados da CAPES, ANPAD e SCIELO, percebe-se que muitos estudos realizados se referem à satisfação do paciente perante o plano, mas poucos tratam da satisfação do médi-co, que também é cliente do plano, em uma relação business to business (B2B). Assim, o presente artigo analisa a relação entre os médicos e os planos de saúde no ES, e qual a percepção de valor na geração da satisfação por parte dos médicos. O estudo foi dividido em duas fases, a primeira, que foi um estudo qualitativo no formato de um grupo focal e por seguinte um estudo quantitativo, utilizando-se de questionário fechado. O questionário foi enviado por e-mail aos médicos inscritos no Conselho Regional de Medicina do Espirito Santo, totalizando 8.581 e foram respondidos por 236 profissionais. Sendo que, dessa quantidade, 230 eram credenciados em pelo menos um plano de saúde. O estudo empregou a Matriz Importância Desempenho para classificar a percepção dos médicos credenciados, além da análise dos GAP's, do teste T-Student e da correlação para a interpretação dos dados. Os GAP' s entre importância e desempenho encontrados em todos os itens demonstraram que o desempenho foi abaixo do esperado, porém, encontrou-se que de todos estes itens, o processos de autorizações para clientes é o que mais urgentemente precisa se adequar.Palavras-chave: Satisfação, planos de saúde, matriz Importância Desempenho, GAP's de qualidade.

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The value of user feedback: Healthcare professionals' comments to the health information provider

Tang

Pluye

Grad

et al. 2014

Asso for Info Science & Tech

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The construct of value is highly relevant to information. For research on the value of information, Saracevic and Kantor (1997) proposed a framework from a value perspective in philosophy. In this report, we substantiate the framework with an updated review of the literature and demonstrate its applicability to understanding the value of user feedback as one type of information. Our field study, in the setting of a health information provider whose information products serve thousands of Canadian healthcare professionals, provides an example of how this value-of-information framework can be operationalized for an organization. In addition to the theoretical and methodological contributions, this research adds to the literature by documenting the way that textual feedback data were used to optimize the content of an information resource. This contrasts with published studies that only dealt with the use of quantitative feedback by information providers not involved in content production.

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Best practices in identifying customer-driven improvement opportunities

Cited by 127 publications

References 9 publications

A diagnostic model for assessing the knowledge management practices of construction firms

A diagnostic model for assessing the knowledge management practices of construction firms

Satisfação e Relacionamento B2B: Investigação da reciprocidade na relação entre Médicos e Planos de Saúde no Espírito Santo

The value of user feedback: Healthcare professionals' comments to the health information provider

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