BETTER DECISIONS, BETTER PROCESSES: USING CUSTOMER-INTEGRATED DECISION MAKING

In early 1998, Spectra Precision of Dayton, Ohio, began a total quality management effort. The company was interested in introducing more customer input into its development processes, using a more rigorous discipline for incorporating this input and ensuring that its own management bought into this learning process. To accomplish this, the company recognized the need for outside help and chose to use the facilitated Customer Integrated Decision Making/Matrix Analysis (CIDM/MA) process developed by Barnard-Norman Associates of Castro Valley, California. This article looks at how the process was used, and considers some of the decisions that Spectra Precision made along the way and how they plan to continue implementing CIDM/MA.

• Availability:
  • Find a library where document is available. Order URL: http://worldcat.org/issn/0742597X
• Corporate Authors:

  American Society of Civil Engineers

  1801 Alexander Bell Drive
  Reston, VA  United States  20191-4400
• Authors:
  • Shaida, R
  • Jackson, J
  • Barrett, M
  • Nelson, S
• Publication Date: 1999-11

Language

• English

Media Info

• Features: Figures;
• Pagination: p. 32-35
• Serial:
  • Journal of Management in Engineering
  • Volume: 15
  • Issue Number: 6
  • Publisher: American Society of Civil Engineers
  • ISSN: 0742-597X
  • Serial URL: http://ascelibrary.org/loi/jmenea

Subject/Index Terms

• TRT Terms: Businesses; Customers; Decision making; Management; Quality control; Total quality management
• Subject Areas: Administration and Management; Highways; I10: Economics and Administration;

Filing Info

• Accession Number: 00779590
• Record Type: Publication
• Files: TRIS
• Created Date: Dec 1 1999 12:00AM