Information and Knowledge Management using ArcGIS ModelBuilder

Panagiotis Manolitzas et al.
improvement actions. In addition, action diagrams indicate the strong and weak points of the
customer satisfaction and define the required improvement efforts (Kyriazopoulos et al 2007). They
also provide a form of gap analysis, since they show what the customer wants (importance) and gets
(performance) (Grigoroudis & Arabatzis 2010). Action diagrams are divided into four sectors
according to performance (high/low) and importance (high/low) that may be used to classify actions
(Michelis et al 2001; Kyriazopoulos et al 2007; Arabatzis & Grigoroudis 2010; Grigoroudis et al 2008)
a) status guo: no action is required, b) leverage opportunity: these areas can be used as advantage
against competition, c) transfer resources: the resources of the company can be used effectively in
another sector, d) action opportunity: this area indicates critical satisfaction dimensions that should be
improved.
Figure 1: Action diagram
Apart from the action diagrams, MUSA application produces improvement diagrams (figure 2). As we
analyzed before, action diagrams have the ability to indicate which dimension of satisfaction must be
improved. However, they do not determine the result of the effort that must be made.
Figure 2: Improvement diagram
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