The Herbology Dispensary allows customers to provide online comments (detail at end of the this document) and ratings of their experience. The overall rating is 4.8 from more than 30 reviews since late last year. The comments provide a limited but useful preliminary idea of a potential construct to a predictive modeling effort (not withstanding the previously mentioned limitations to this kind of data.)
The mentions in reviews can be segmented into the “functional” areas below.
While the vast majority of reviews were relative to staff and were positive, the importance of that category and it’s sub-drivers is not known. It’s possible, that other categories are equally or more important. Hence, it would be a mistake to conclude based on this data that future measurement and investment should focus solely or to a meaningfully greater degree on staff. The reviews, however, also allow identification of at least some of the specific items that constitute the “sub-drivers” of the performance in each category. These can be seen in the next chart relative to the “staff” category.
This deeper dive begins to reveal what types of items need to be measured and validated. Asking about items like knowledge, friendliness, helpfulness, etc. within a predictive modeling framework will show both which items are important and to what extent they are important. That then leads to the content of a final assessment once it’s done for each area. The same process needs to be employed for other stakeholders.
This example looks only at the patient stakeholder group. The concept of stakeholder groups is central to properly measuring, investing in, and improving performance. With regard to PAOFW, physicians, growers, and dispensary personnel themselves all can be considered stakeholders. There are multiple personnel within each group whose performance assessments are relevant. In addition, these may occur at multiple points in time (as they do for clinical research).
The chart on the following page breaks down specific items from the comment excerpts on the last page and is the data used to develop the above charts.
This not meant to be quantitatively or quantitatively meaningful relative to measuring performance in the dispensary environment. Rather, it is meant to provide an example of only part of what is involved in the predictive modeling process.