Tool 178: Selection Window

AKA

Customer Window Grid

Classification

Evaluating/Selection(ES)

Tool description

The selection window is a great tool for the initial identification and analysis of problematic conditions, improvement opportunities, and action alternatives. It organizes a team's ideas to establish a focus and criteria to select a potential "best" alternative.

Typical application

• To prioritize an action to be taken on the basis of established criteria.

• To maintain focus and promote understanding of a business issue deemed important.

• To select an alternative that can be successfully pursued with presently available resources.

• To reach team consensus on a plan of action.

Problem-solving phase

	Select and define problem or opportunity
→	Identify and analyze causes or potential change
→	Develop and plan possible solutions or change
	Implement and evaluate solution or change
	Measure and report solution or change results
	Recognize and reward team efforts

Typically used by

	Research/statistics
	Creativity/innovation
	Engineering
1	Project management
	Manufacturing
4	Marketing/sales
	Administration/documentation
5	Servicing/support
2	Customer/quality metrics
3	Change management

links to other tools

before

• Consensus Decision Making

• Paired comparison

• Critical Dialogue

• Different Point of View

• Run-It-By

after

• Basili Data Collection Method

• Opportunity Analysis

• Activity analysis

• Project Planning Log

• Action Plan

Notes and key points

• The use of this tool is greatly enhanced when team consensus is reached on the determination of scales and the wording of alternatives in each window quadrant.

Step-by-step procedure

• STEP 1 The team discusses the issues involved and reaches consensus on which alternative actions are to be considered.

• STEP 2 Each alternative is considered on the basis of how it would best support the primary purpose of this analysis. See example Increase Customer Satisfaction.

• STEP 3 The team facilitator draws a selection window on a flip chart. Scales are determined by team consensus.

• STEP 4 Each alternative is reexamined as to Importance and Customer Satisfaction and written into the respective quadrant of the window, as shown in the example.

Example of tool application

Increase Customer Satisfaction