Application of Kano Analysis for Identifying End Users’ Expectations from Public Private Partnerships
Use of Public Private Partnerships (PPPs) has been increasing gradually in the United States over the past two and a half decade. Federal and state agencies put significant efforts to ensure that the long term PPP projects succeed. All important decisions like whether to pursue PPPs (or not), finalizing project deliveries, and others are finalized during the initial phases of a project. Since these decisions are taken during the initial phase of the project there is a high probability that the decisions could go wrong.
One such aspect of PPPs that could go wrong is the end users’ acceptance of PPPs. Literature review indicates that some PPP projects failed to attract sufficient end users leading to lower than expected revenue streams. The weak revenue streams have a potential of triggering the risk of renegotiation and thus creating a bad reputation for PPPs.
Through this research we are introducing Kano analysis for understanding and categorizing end users’ expectations for better implementation of PPPs. We are using Kano analysis to categorize end users’ concerns in five categories. The categorization will be of immense help to agencies prioritize their outreach initiatives. Through this research we present a questionnaire that can be used by public agencies with Kano analysis to gather people’s opinion about PPPs. Monte Carlo Simulation was used to create distributions of people and to demonstrate the application of Kano analysis. The paper concludes with suggestions and implications for the government agencies attempting to improve PPP outcomes.
PMI Talent Triangle Skill: Technical Project Management