Track: Operations Research

Abstract

The Delphi technique as a research method for achieving consensus of opinion of participants, is sometimes seen as a less reliable research method. This is because the participants do change their opinions from one round of the exercise to the other. Instead of seeing this as weakness, it is actually viewed as the strength of the technique. The controlled feedbacks allow participants to view their individual submissions in the light of the insight of the whole group. The Delphi technique is virtually the only research method that allows participants to interact with the opinions of each others, without coercion, adjust one’s position where necessary and yet retain anonymity. The thoughtful selection of participants and effective communication throughout the exercise ensures that the outcome of the exercise is truly a consensus opinion of the group that can offer an appropriate solution to the research question. The participants for the Delphi exercise, being reported, were chosen from the strategic and tactical levels of leadership of the client, end-user and the service provider. Although participants changed their opinions from one round to the other, the net result showed a more refined selection of appropriate Key Performance Indicators, without evidence of complicity or coercion.