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Related Experiment Videos

Importance x dissatisfaction = a formula for managerial action.

Kerry D Carson1, Paula Phillips Carson, Gwen Fontenot

  • 1Moody College of Business, University of Louisiana at Lafayette, LA 70504-3570, USA. kcarson@louisana.edu

The Health Care Manager
|November 15, 2005
PubMed
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To prioritize management actions, survey employee satisfaction and importance of issues. Multiplying importance by dissatisfaction provides a clear action priority, unlike simple gap analysis.

Area of Science:

  • Organizational Psychology
  • Management Science

Background:

  • Effective management requires understanding employee needs and prioritizing actions.
  • Traditional gap analysis may not accurately reflect the urgency of management issues.

Purpose of the Study:

  • To introduce a multiplicative method for prioritizing management actions based on employee feedback.
  • To compare the multiplicative method with traditional gap analysis for issue prioritization.

Main Methods:

  • Surveying employees on both the importance of issues and their satisfaction levels.
  • Calculating a 'performance-gap score' by subtracting satisfaction from importance.
  • Applying a multiplicative method: importance score multiplied by dissatisfaction score.

Main Results:

Related Experiment Videos

  • The multiplicative method provides a clearer rank order of issues requiring management attention.
  • Simple gap analysis may necessitate subjective decision-making for prioritization.
  • The multiplicative method was successfully applied in a healthcare organization.

Conclusions:

  • Multiplying importance by dissatisfaction is a superior method for prioritizing management actions.
  • Urgent management action is indicated when issues are both important and employees are dissatisfied.
  • This method offers a data-driven approach to management decision-making.