TESTABLE STRATEGY, STRATEGY MAP
Consider the following quality improvement strategy as expressed by a series of if then statements:
• If design engineers receive quality training, then they can redesign products to reduce the number of defective units.
• If the number of defective units is reduced, then customer satisfaction will increase.
• If customer satisfaction increases, then market share will increase.
• If market share increases, then sales will increase.
• If sales increase, then profits will increase.
Required:
1. Prepare a strategy map that shows the cause and effect relationships of the quality improvement strategy (see Exhibit 13 11 for an illustrative example).
2. Explain how the quality improvement strategy can be tested.