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TO1Slack – The importance-performance matrix

The importance – performance matrix


The importance-performance matrix is is an approach to prioritising which aspects of performance should be subject to improvement. It is based on the idea that there are two major influences in determining process improvement priorities:


  • The requirements of the process’s customers (importance)
  • The performance of the process against expectations (performance)


Both importance and performance have to be brought together before any judgement can be made as to the relative priorities for improvement. This can be done using an importance-performance matrix; a useful technique that works best when done as a team of people. Often there is a great deal of value in the conversations and disagreements as people discuss their differing perceptions.