Customer satisfaction is the goal of most change strategies. Making the customer happy is the best way to deal with competitors because the customer is the judge of product quality and suitability. Customer involvement is the degree that customers are involved in decision making related to the customer's product. Resource commitments is divided into top-level commitment and revenue. Top management commitment is the degree that the top management team supports the project.
Revenue is the amount of gross sales generated by the company.
Discussion Data analysis reenforced the importance of top-level commitment, customer intimacy, user involvement, management flexibility, and championship to quality and process improvement initiatives. Each organization interviewed reported that these factors appear to facilitate success. However, slack resources, bureaucracy, politics, budgetary constraints, and other obstacles limit what can be done. For instance, all three organizations believe that training is important, but may not be able to commit the appropriate resources. In addition, top management commitment is critical to success, but fragmented decision making may buffer management from the project.