Example Diagnostic Chart for a Purchasing Process

::Internal Customer Comment Card ~ Budget Office::

• Most survey reports would only show item averages (here expressed as Performance) indicating that all were below goals.
• Based on this information, most managers would say that "Process Ease of Use" and "Process Efficiency" are the first ones that need to be improved in order to improve Overall Satisfaction.
• However, Staff Responsibility is the most Critical to Satisfaction. In fact, all of the Staff Items need to be addressed before any of the Process Items. Managers attending to Process Items before Staff Items would be wasting time & resources.
• The highest Critical to Satisfaction items, (the Staff items), also have the lowest variation, indicating a consistently low performance.