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The implementation of the Balanced Critical Factor Index methodology in the strategy redevelopment process

Rymaszewska A., Koskinen J., Takala J., Zhao S., Chen Y.

Management and Production Engineering Review

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2013

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Vol. 4, No. 1

50-56

EN

Strategic planning and development is a critical yet often overlooked issue in company's operations. The planning of development as well as addressing the distribution of available resources should be done systematically rather than instinctively however, many companies still do not have any reliable method that would facilitate the decision making processes at their disposal. This article aims at presenting the innovative analytical method- Balanced Critical Factor Index (BCFI) for addressing the need for change in company's operational strategy according to changes in available technology and knowledge. By examining a wide array of indexes, the presented method is expected to suggest the directions of development. The presented method also addresses the challenges of the complex process of decision-making. Moreover, the empirical evidence gathered in the studied case company serves as a source of important feedback regarding the further improvement of the BCFI method.

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Measuring and developing customer satisfaction – by balanced critical factor index

Kuronen M., Takala J.

Management and Production Engineering Review

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2013

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Vol. 4, No. 3

34--39

EN

This short analysis presents perspective and a holistic method for approaching and measuring customer satisfaction. The Balanced Critical Factor Index (BCFI) method is a measurement tool to indicate which attribute of a business process is critical and which is not, based on the experience and expectations of the company’s employees, customers or business partners. This paper focuses on to detect and define critical business processes and factors, which have influence to effective co-operation and customer satisfaction. The use of a questionnaire is one of the most efficient approaches to gather the required information. Due to the fact that each process has its own attributes and the questionnaires cannot be standardized, but the information from the phase is essential and could be measured. In this study case company’s all gathered information will be analyzed and furthermore the BCFI measurement tools will be applied. The original research has been testified that, with the above-mentioned method (BCFI) customer’s experience of the “gap” between expected and received service can be easily resolved. Using this BCFI method it is also possible to find easier so called “weak” customer satisfaction indicators, which are not directly obvious. Companies have crucial to take the right decisions upon the areas of business interest. To have it done, the company should have able to made decisions with the right amount of customer’s needs. The correct allocation and fast adaption of customer’s needs with the right amount of standards is a key to competitive advantage. This paper shows use of this BCFI method and how it could help companies to define there’s customer’s needs and required development target area more specifically.

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Implementing sustainable competitive advantage to the public sector’s management system – by sense and respond methodology in facilities services unit’s preparedness

Vornanen V. J., Takala J., Liu Y.

Management and Production Engineering Review

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2013

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Vol. 4, No. 3

76--86

EN

How to ensure that the various levels of the organization are operating in accordance with a common strategy? According to the Hallberg committee’s Preparedness and comprehensive security report [1] the key challenges the public sector organization faces lies in finding new ways of operating horizontally across various levels of administration. This paper aims to develop the preparedness in the target organization by strategy’s resource-based identification for implementing sustainable competitive advantages to the public sector’s management system. The research methods used are a case study and surveys, which were connected by the analytical hierarchy process based form and two sense and respond (S&R) based forms. The longitudinal data for the surveys were collected in two phases and analyzed with the balanced critical factor index method [2] and transformational leadership indexes (TLI) with technology levels [3]. The BCFI & TLI method identifies and clarifies the unit’s development and risk factors. According to [4] during the process of sense and respond, it is important to develop an operational strategy adjustment system by utilizing critical factor evaluation. As [5] describes in her dissertation if there were clear goals defined for the quality of the (public) services the natural choice of the approach in the purpose of evaluation for accountability would be the goal-attainment evaluation. The innovative findings lay the groundwork for the decision makers to focus efforts and readjust the operations of the target organization in order to achieve operational sustainable competitive advantage (OSCA).