DEMATEL-based model to improve the performance in a matrix organization

Carrying out a design project for a high-tech facility requires a large amount of special knowledge in order to deal with the specific requirements from the client. Often the client forms a matrix organization, structured with several interrelated functional and project divisions to dictate the various requirements and needs. However, an ill-defined matrix organization is likely to result in late and inadequate decisions. This in turn may result in a poorly performing design. Identifying those divisions within the organization that perform poorly in the way they provide information for the project is critical. Therefore, this study proposes an innovative model to identify those divisions that may be responsible for the poor performance of the design project. The proposed model integrates the satisfied importance analysis (SIA) and the decision making trial and evaluation laboratory technique (DEMATEL). The SIA evaluates the performance of each division, while the DEMATEL captures the causal relationships among divisions to generate an influence-relations map. The proposed model is applied to a real-world high-tech facility design project in Taiwan to demonstrate the strengths of the model.