Figures
Fig.1.A Typical House of Quality (Adapted from Evans & Lindsay, 2008).16
Fig.2.The PIHoQ Framework.22
Fig.3.PIHoQ Including the Sample VoCs for a Cultural Precinct.25
Fig.4.PIHoQ Including Sample TRs for a Cultural Precinct.28
Fig.5.PIHoQ Including the Sample TR Relationship Matrix for a Cultural Precinct.30
Fig.6.PIHoQ Including the Sample VOC and TR Relationship Matrix for a Cultural Precinct.31
Fig.7.PIHoQ Including the Sample Performance Indicators for a Cultural Precinct.34
Fig.8.PIHoQ in Focus Including the Importance and Satisfaction Ratings.36
Fig.9.PIHoQ Including the Sample Importance and Satisfaction Ratings for a Cultural Precinct.37
Fig.10.Critical Decision Categories and Corresponding Actions.38
Fig.11.Quadrant Graph Showing the Critical Decision.38
Fig.12.PIHoQ in Focus Including the Critical Decision.41
Fig.13.PIHoQ Including the Sample Critical Decision for a Cultural Precinct.42
Fig.14.PIHoQ Focus VoCs Areas of Deployment.45
Fig.15.PIHoQ Including the Sample Areas of Deployment for a Cultural Precinct.46
Fig.16.In focus: A Complete PIHoQ Framework for Cultural Precincts.47
Fig.17.Signposts.51
Fig.18.Flowchart: Development of the VoC.52
Fig.19.Stakeholder Analysis Rainbow (Adapted from Chevalier & Buckles, 2008, p. 167).55
Fig.20.Stakeholder Analysis Rainbow of Council X Participants (Anonymised).56
Fig.21.Focus Group Suggested Room Layout.58
Fig.22.International Cultural Precincts.59
Fig.23.Flowchart: External Stakeholder Focus Group Sessions.60
Fig.24.The Customer VoCs from an External Stakeholder Focus Group.64
Fig.25.Flowchart: Consolidation of VoC Outputs into Primary VoCs.65
Fig.26.Confirmation of the VoC from a Combined External–Internal Stakeholder Session.74
Fig.27.Confirmation of the TRs from a Combined External–Internal Stakeholder Session.76
Fig.28.A Completed TR/TR Relationship Matrix from a Combined External–Internal Stakeholder Session.79
Fig.29.A Sample Completed VoC/TR Relationship Matrix from a Combined External–Internal Stakeholder Session.80
Fig.30.Performance Indicators Associated with the Customer TRs – Example from Cultural Precinct Research.83
Fig.31.Cultural Precinct PIHoQ with PI Inclusions.87
Fig.32.A Sample Importance Rating on the Cultural Precinct Study – Instructions for Completion.89
Fig.33.A Sample List of VoCs for the Importance Rating.90
Fig.34.A Completed Sample Importance Rating.91
Fig.35.Sample PIHoQ for Cultural Precincts with Importance and Satisfaction.95
Fig.36.Example Completed Critical Decision Quadrant Graph.97
Fig.37.Assigning the VoCs to the Critical Decision Quadrant Graph.98
Fig.38.Sample PIHoQ with the Critical Decision.99
Fig.39.Sample PIHoQ Highlighting the ‘Focus’ Critical Decision VoCs.103
Fig.40.Sample PIHoQ with the Areas of Deployment.104
List of Tables
Table 1.Representative TRs for a NSW Local Government Authority.26
Table 2.Sample Performance Indicators for Customer-related TRs.33
Table 3.Critical Decisions.40
Table 4.Demographics of Council X.53
Table 5.External Stakeholder VoC Consolidation Sample.65
Table 6.Sample Consolidated VoCs for Cultural Precinct Stakeholders.69
Table 7.Representative VoCs for Cultural Precincts.70
Table 8.Representative TRs for Cultural Precincts.72
Table 9.Cultural Precinct Stakeholder Comments Related to Performance Indicators.85
Table 10.VoCs Prioritisation Scoring System.89
Table 11.A Sample Participant’s Importance Ratings for Cultural Precinct VoCs.92
Table 12.VoC Importance Ratings and Average Rating.93
Table 13.VoC Satisfaction Ratings and Average Rating.94
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