![3 Customer and Market Focus (85 pts.)
The Customer and Market Focus Category examines how your organization determines requirements,
expect ations, and preferences of customers and markets. Also examined is how your organization builds
relationships with customers and determines their satisfaction.
3.1 Customer and Market Knowledge (40 pts.) Approach – Deployment
Describe how your organization determines short- and longer-term requirements, expectations, and
preferences of customers and markets to ensure the relevance of current products/services and to develop
new opportunities.
Within your response, include answers to the following questions:
a. Customer and Market Knowledge
(1) How do you determine or target customers, customer groups, and/or market segments? How do you consider
customers of competitors and other potential customers and/or markets in this determination?
(2) How do you listen and learn to determine key requirements and drivers of purchase decisions for current,
former, and potential customers? If determination methods differ for different customers and/or customer
groups, include the key differences.
(3) How do you determine and/or project key product/service features and their relative importance/value to
customers for purposes of current and future marketing, product planning, and other business
developments, as appropriate? How do you use relevant information from current and f
ormer customers,
including marketing/sales information, customer retention, won/lost analysis, and complaints, in this
determination?
(4) How do you keep your listening and learning methods current with business needs and directions?
Notes:
N1. If products and services are sold to end users via other businesses such as retail stores or dealers, customer
groups [3.1a(1)] should include both the end users and these intermediate businesses.
N2. Product and service features [3.1a(3)] refer to all important characteristics and to the performance of
products and services throughout their full life cycle and the full "consumption chain." The focus should be on
features that bear upon customer preference and repurchase loyalty – for example, those features that
dif
ferentiate products and services from competing offerings. Those features might include factors such as price,
value, delivery, customer or technical support, and the sales relationship.
For additional description of this Item, see Item Descriptions and Comments section.
3.2 Customer Satisfaction and Relationships (45 pts.) Approach – Deployment
Describe how your organization determines the satisfaction of customers and builds relationships to retain
current business and to develop new opportunities.
Within your response, include answers to the following questions:
a. Customer Relationships
(1) How do you determine key access mechanisms to facilitate the ability of customers to conduct business, seek
assistance and information, and make complaints? Include a summary of your key mechanisms.
(2) How do you determine key customer contact requirements and deploy these requirements to all employees
involved in the response chain?
(3) What is your complaint management process? Include how you ensure that complaints are resolved
effectively and promptly, and that all complaints received are aggregated and analyzed for use in overall
organizational improvement.
(4) How do you build relationships with customers for repeat business and/or positive referral?
(5) How do you keep your approaches to customer access and relationships current with business needs and
directions?
b. Customer Satisfaction Determination
(1) What processes, measurement methods, and data do you use to determine customer satisfaction and
dissatisfaction? Include how your measurements capture actionable information that reflects customers'
future business and/or potential for positive referral. Also include any significant differences in processes or
methods for different customer groups and/or market segments.
(2) How do you follow up with customers on products/services and recent transactions to receive prompt and
actionable feedback?
(3) How do you obtain and use information on customer satisfaction relative to competitors and/or benchmarks,
as appropriate?
(4) How do you keep your approaches to satisfaction determination current with business needs and directions?
Notes:
N1. Customer relationships (3.2a) might include the development of partnerships or alliances.
N2. Customer satisfaction and dissatisfaction determination (3.2b) might include any or all of the following:
surveys, formal and informal feedback from customers, use of customer account data, and complaints.
N3. Customer satisfaction measurements might include both a numerical rating scale and descriptors for each
unit in the scale. Actionable customer satisfaction measurements provide reliable information about customer
ratings of specific product, service, and relationship features, the linkage between these ratings, and the
customer's likely future actions – repurchase and/or positive referral. Product and service features might include
overall value and price.
N4. Customer satisfaction and dissatisfaction results and information on product/service measures that
contribute to customer satisfaction or dissatisfaction should be reported in Item 7.1. These latter measures might
include trends and levels in performance of customer-desired product features or customer complaint handling
effectiveness (such as complaint response time, effective resolution, and percent of complaints resolved on first
contact).
For additional description of this Item, see Item Descriptions and Comments section.
4 Information and Analysis (85 pts.)
The Information and Analysis Category examines your organization's performance measurement system and
how your organization analyzes performance data and information.
4.1 Measurement of Organizational Performance (40 pts.) Approach –
Deployment
Describe how your organization provides effective performance measurement systems for understanding,
aligning, and improving performance at all levels and in all parts of your organization.
Within your response, include answers to the following questions:
a. Measurement of Organizational Performance
(1) How do you address the major components of an effective performance measurement system, including the
following key factors?
• selection of measures/indicators, and extent and effectiveness of their use in daily operations
• selection and integration of measures/indicators and completeness of data to track your overall
organizational performance
• selection, and extent and effectiveness of use of key comparative data and information
• data and information reliability
• a cost/financial understanding of improvement options
• correlations/projections of data to support planning
(2) How do you keep your performance measurement system current with business needs and directions?
Notes:
N1. The term information and analysis refers to the key metrics used by your organization to measure and
analyze performance. Performance measurement is used in fact-based decision making for setting and aligning](https://image.slidesharecdn.com/baldrigeabrege-240704183203-54368f2b/85/Le-referentiel-qualite-totale-Baldrige_abrege-pdf-3-320.jpg)
![organizational directions and resource use at the work unit, key process, departmental, and whole organization
levels.
N2. Deployment of data and information might be via electronic or other means. Reliability [4.1a(1)] includes
reliability of software and delivery systems.
N3. Comparative data and information include benchmarking and competitive comparisons. Benchmarking
refers to processes and results that represent best practices and performance for similar activities, inside or
outside the organization's industry. Competitive comparisons refer to performance relative to competitors in the
organization's markets.
For additional description of this Item, see Item Descriptions and Comments section.
4.2 Analysis of Organizational Performance (45 pts.) Approach – Deployment
Describe how your organization analyzes performance data and information to assess and understand
overall organizational performance.
Within your response, include answers to the following questions:
a. Analysis of Organizational Performance
(1) How do you perform analyses to support your senior executives' organizational performance review and
your organizational planning? How do you ensure that the analyses address the overall health of your
organization, including your key business results and strategic objectives?
(2) How do you ensure that the results of organizational-level analysis are linked to work group and/or
functional-level operations to enable effective support for decision making?
(3) How does analysis support daily operations throughout your organization? Include how this analysis
ensures that measures align with action plans.
Notes:
N1. Analysis includes trends, projections, comparisons, and cause-effect correlations intended to support
performance reviews and the setting of priorities for resource use. Accordingly, analysis draws upon all types of
data: customer-related, financial and market, operational, and competitive.
N2. Performance results should be reported in Items 7.1, 7.2, 7.3, 7.4, and 7.5.
For additional description of this Item, see Item Descriptions and Comments section.
5 Human Resource Focus (85 pts.)
The Human Resource Focus Category examines how your organization enables employees to develop and
utilize their full potential, aligned with the organization's objectives. Also examined are your organization's
efforts to build and maintain a work environment and an employee support climate conducive to performance
excellence, full participation, and personal and organizational growth.
5.1 Work Systems (35 pts.) Approach – Deployment
Describe how your organization's work and job design, compensation, career progression, and related
work force practices enable employees to achieve high performance in your operations.
Within your response, include answers to the following questions:
a. Work Systems
(1) How do you design, organize, and manage work and jobs to promote cooperation and collaboration,
individual initiative, innovation, and flexibility, and to keep current with business needs?
(2) How do your managers and supervisors encourage and motivate employees to develop and utilize their full
potential? Include formal and/or informal mechanisms you use to encourage and support employees in job-
and career-related development/learning objectives.
(3) How does your employee performance management system, including feedback to employees, support high
performance?
(4) How do your compensation, recognition, and related reward/incentive practices reinforce high
performance?
(5) How do you ensure effective communication, cooperation, and knowledge/skill sharing across work units,
functions, and locations, as appropriate?
(6) How do you identify characteristics and skills needed by potential employees; how do you recruit and hire
new employees? How do you take into account key performance requirements, diversity of your community,
and fair work force practices?
Notes:
N1. The term employees refers to the organization's permanent, temporary, and part -time personnel, as well as
any contract employees supervised by the organization. Employees include managers and supervisors at all
levels. Contract employees supervised by a contractor should be addressed in Item 6.3.
N2. The term work design refers to how employees are organized and/or organize themselves in formal and
informal, temporary, or longer-term units. This might include work teams, process teams, customer action
teams, problem -solving teams, centers of excellence, functional units, cross-functional teams, and departments –
self-managed or managed by supervisors. The term job design refers to responsibilities, authorities, and tasks of
individuals. In some work systems, jobs might be shared by a team, based upon cross-training.
N3. Compensation and recognition include promotions and bonuses that might be based upon performance,
skills acquired, and other factors. Recognition includes monetary and nonmonetary, formal and informal, and
individual and group recognition.
For a definition of the following key term, see Glossary section: high performance work.
For additional description of this Item, see Item Descriptions and Comments section.
5.2 Employee Education, Training, and Development (25 pts.) Approach –
Deployment
Describe how your organization's education and training support the achievement of your business
objectives, build employee knowledge, skills, and capabilities, and contribute to improved employee
performance.
Within your response, include answers to the following questions:
a.EmployeeEducation,Training,andDevelopment
(1) How does your education and training approach balance short- and longer-term organizational and
employee needs, including development, learning, and career progression?
(2) How do you design education and training to keep current with business and individual needs? Include how
job and organizational performance are used in education and training design and evaluation.
(3) How do you seek and use input from employees and their supervisors/managers on education and training
needs, expectations, and design?
(4) How do you deliver and evaluate education and training? Include formal and informal education, training,
and learning, as appropriate.
(5) How do you address key developmental and training needs, including diversity training,
management/leadership development, new employee orientation, and safety, as appropriate?
(6) How do you address performance excellence in your education and training? Include how employees learn
to use performance measurements, performance standards, skill standards, performance improvement,
quality control methods, and benchmarking, as appropriate.
(7) How do you reinforce knowledge and skills on the job?
Note:
Education and training delivery [5.2a(4)] might occur inside or outside the organization and involve on-the-job,
classroom, computer-based, distance learning, and/or other types of delivery (formal or informal).
For additional description of this Item, see Item Descriptions and Comments section.](https://image.slidesharecdn.com/baldrigeabrege-240704183203-54368f2b/85/Le-referentiel-qualite-totale-Baldrige_abrege-pdf-4-320.jpg)
![5.3 Employee Well-Being and Satisfaction (25 pts.) Approach – Deployment
Describe how your organization maintains a work environment and an employee support climate that
contribute to the well-being, satisfaction, and motivation of all employees.
Within your response, include answers to the following questions:
a. Work Environment
How do you address and improve workplace health, safety, and ergonomic factors? How do employees take part
in identifying these factors and in improving workplace safety? Include performance measures and/or targets for
each key environmental factor. Also include significant differences, if any, based on different work
environments for employee groups and/or work units.
b.EmployeeSupportClimate
(1) How do you enhance your employees' work climate v
ia services, benefits, and policies? How are these
enhancements selected and tailored to the needs of different categories and types of employees, and to
individuals, as appropriate?
(2) How does your work climate consider and support the needs of a diverse w
ork force?
c.EmployeeSatisfaction
(1) How do you determine the key factors that affect employee well-being, satisfaction, and motivation?
(2) What formal and/or informal assessment methods and measures do you use to determine employee well-
being, satisfaction, and motivation? How do you tailor these methods and measures to a diverse work force
and to different categories and types of employees? How do you use other indicators such as employee
turnover, absenteeism, grievances, and productivity to assess and improve employee well-being,
satisfaction, and motivation?
(3) How do you relate assessment findings to key business results to identify work environment and employee
support climate improvement priorities?
Notes:
N1. Approaches for enhancing employees' work climate [5.3b(1)] might include: counseling; career
development and employability services; recreational or cultural activities; non-work-related education; day
care; job rotation and/or sharing; special leave for family responsibilities and/or for community service; home
safety training; flexible work hours; outplacement; and retiree benefits (including extended health care).
N2. Specific factors that might affect employee well-being, satisfaction, and motivation [5.3c(1)] include:
effective employee p
roblem or grievance resolution; safety factors; employee views of management; employee
training, development, and career opportunities; employee preparation for changes in technology or the work
organization; work environment and other work conditions; workload; cooperation and teamwork; recognition;
benefits; communications; job security; compensation; and equal opportunity.
N3. Measures and/or indicators of well-being, satisfaction, and motivation [5.3c(2)] might include: safety;
absenteeism; turnover; turnover rate for customer-contact employees; grievances; strikes; other job actions;
insurance costs; worker's compensation claims; and results of surveys. Results relative to such measures and/or
indicators should be reported in Item 7.3.
For additional description of this Item, see Item Descriptions and Comments section.
6 Process Management (85 pts.)
The Process Management Category examines the key aspects of your organization's process management,
including customer-focused design, product and service delivery, support, and supplier and partnering processes
involving all work units.
6.1 Product and Service Processes (55 pts.) Approach – Deployment
Describe how your organization manages key product and service design and delivery processes.
Within your response, include answers to the following questions:
a. Design Processes
(1) What are your design processes for products/services and their related production/delivery processes?
(2) How do you incorporate changing customer/market requirements into product/service designs and
production/delivery systems and processes?
(3) How do you incorporate new technology into products/services and into production/delivery systems and
processes, as appropriate?
(4) How do your design processes address design quality and cycle time, transfer of learning from past projects
and other parts of the organization, cost control, new design technology, productivity, and other
efficiency/effectiveness factors?
(5) How do you ensure that your production/delivery process design accommodates all key operational
performance requirements?
(6) How do you coordinate and test design and production/delivery processes to ensure capability for trouble
-
free and timely introduction of products/services?
b. Production/Delivery Processes
(1) What are your key production/delivery processes and their key performance requirements?
(2) How does your day-to-day operation of key production/delivery processes ensure meeting key performance
requirements?
(3) What are your key performance measures and/or indicators used for the control and improvement of these
processes? Include how real-time customer input is sought, as appropriate.
(4) How do you improve your production/delivery processes to achieve better process performance and
improvements to products/services, as appropriate? How are improvements shared with other
organizational units and processes, as appropriate?
Notes:
N1. Product and service design, production, and delivery differ greatly among organizations, depending upon
many factors. These factors include the n
ature of the products and services, technology requirements, issues of
modularity and parts commonality, customer and supplier relationships and involvement, and product and
service customization. Responses to Item 6.1 should address the most critical requirements for your business.
N2. Responses to Item 6.1 should include how customers and key suppliers and partners are involved in design
processes, as appropriate.
N3. Results of operational improvements in product and service design and delivery processes should be
reported in Item 7.5. Results of improvements in product and service performance should be reported in Item
7.1.
For definitions of the following key terms, see Glossary section: cycle time and productivity.
For additional description of this Item, see Item Descriptions and Comments section.
6.2 Support Processes (15 pts.) Approach – Deployment
Describe how your organization manages its key support processes.
Within your response, include answers to the following questions:
a. Support Processes
(1) What are your key support processes?
(2) How do you determine key support process requirements, incorporating input from internal and/or external
customers, as appropriate? What are the key operational requirements (such as productivity and cycle time)
for the processes?
(3) How do you design these processes to meet all the key requirements?
(4) How does your day-to-day operation of key support processes ensure meeting key performance
requirements? How do you determine and use in-process measures a
nd/or customer feedback in your
support processes?
(5) How do you improve your support processes to achieve better performance and to keep them current with
business needs and directions, as appropriate? How are improvements shared with other organizational
units and processes, as appropriate?](https://image.slidesharecdn.com/baldrigeabrege-240704183203-54368f2b/85/Le-referentiel-qualite-totale-Baldrige_abrege-pdf-5-320.jpg)
Le référentiel qualité totale Baldrige_abrege.pdf
- 1. 1999 Categories/Items Point Values 1 Leadership 125 1.1 Organizational Leadership 85 1.2 Public Responsibility and Citizenship 40 2 Strategic Planning 85 2.1 Strategy Development 40 2.2 Strategy Deployment 45 3 Customer and Market Focus 85 3.1 Customer and Market Knowledge 40 3.2 Customer Satisfaction and Relationships 45 4 Information and Analysis 85 4.1 Measurement of Organizational Performance 40 4.2 Analysis of Organizational Performance 45 5 Human Resource Focus 85 5.1 Work Systems 35 5.2 Employee Education, Training, and 25 Development 5.3 Employee Well-Being and Satisfaction 25 6 Process Management 85 6.1 Product and Service Processes 55 6.2 Support Processes 15 6.3 Supplier and Partnering Processes 15 7 Business Results 450 7.1 Customer Focused Results 115 7.2 Financial and Market Results 115 7.3 Human Resource Results 80 7.4 Supplier and Partner Results 25 7.5 Organizational Effectiveness Results 115 TOTAL POINTS 1000 Baldrige National Quality Program Malcolm Baldrige National Quality Award 1999 CRITERIA FOR PERFORMANCE EXCELLENCE – ITEM 1 Leadership (125 pts.) The Leadership Category examines h ow your organization's senior leaders address values and performance expectations, as well as a focus on customers and other stakeholders, empowerment, innovation, learning, and organizational directions. Also examined is how your organization addresses its responsibilities to the public and supports its key communities. 1.1 Organizational Leadership (85 pts.) Approach – Deployment Describe how senior leaders guide your organization and review organizational performance. Within your response, include answers to the following questions: a. Senior Leadership Direction (1) How do senior leaders set, communicate, and deploy organizational values, performance expectations, and a focus on creating and balancing value for customers and other stakeholders? I nclude communication and deployment through your leadership structure and to all employees. (2) How do senior leaders establish and reinforce an environment for empowerment and innovation, and encourage and support organizational and employee learning? (3) How do senior leaders set directions and seek future opportunities for your organization? b. Organizational Performance Review (1) How do senior leaders review organizational performance and capabilities to assess organizational health, competitive performance, and progress relative to performance goals and changing organizational needs? Include the key performance measures regularly reviewed by your senior leaders. (2) How do you translate organizational performance review findings into priorities for improvement a nd opportunities for innovation? (3) What are your key recent performance review findings, priorities for improvement, and opportunities for innovation? How are they deployed throughout your organization and, as appropriate, to your suppliers/partners and key customers to ensure organizational alignment? (4) How do senior leaders use organizational performance review findings and employee feedback to improve their leadership effectiveness and the effectiveness of management throughout the organization? Note: Organizational performance results should be reported in Items 7.1, 7.2, 7.3, 7.4, and 7.5. Item responses are assessed by considering the Criteria Item requirements and the maturity of your approaches, breadth of deployment, and strength of your improvement process relative to the Scoring System. Refer to the Scoring System information in the Scoring Guidelines section. For definitions of the following key terms, see Glossary section: alignment, innovation, measures, performance, and value. For additional descriptions of this Item, see Item Descriptions and Comments section. 1.2 Public Responsibility and Citizenship (40 pts.) Approach – Deployment Describe how your organization addresses its responsibilities to the public and how your organization practices good citizenship. Within your response, include answers to the following questions: a. Responsibilities to the Public (1) How do you address the impacts on society of your products, services, and operations? Include your key practices, measures, a nd targets for regulatory and legal requirements and for risks associated with your products, services, and operations. (2) How do you anticipate public concerns with current and future products, services, and operations? How do you prepare for these concerns in a proactive manner? (3) How do you ensure ethical business practices in all stakeholder transactions and interactions?
- 2. b. Support of Key Communities How do your organization, your senior leaders, and your employees actively support and strengthen your key communities? Include how you identify key communities and determine areas of emphasis for organizational involvement and support. Notes: N1. Public responsibilities in areas critical to your business also should be addressed in Strategy Development (Item 2.1) and in Process Management (Category 6). Key results, such as results of regulatory/ legal compliance or environmental improvements through use of "green" technology or other means, should be reported as Organizational Effectiveness Results (Item 7.5). N2. Areas of community support appropriate for inclusion in 1.2b might include efforts to strengthen local community services, education, the environment, and practices of trade, business, or professional associations. N3. Health and safety of e mployees are not addressed in Item 1.2; these are addressed in Item 5.3. For additional description of this Item, see Item Descriptions and Comments section. 2 Strategic Planning (85 pts.) The Strategic Planning Category examines your organization's strategy development process, including how your organization develops strategic objectives, action plans, and related human resource plans. Also examined are how plans are deployed and how performance is tracked. 2.1 Strategy Development (40 pts.) Approach – Deployment Describe your organization's strategy development process to strengthen organizational performance and competitive position. Summarize your key strategic objectives. Within your response, include answers to the following questions: a. Strategy Development Process (1) What is your strategic planning process? Include key steps and key participants in the process. (2) How do you consider the following key factors in your process? Include how relevant data and information are gathered and analyzed. The factors are: • customer and market needs/expectations, including new product/service opportunities • your competitive environment and capabilities, including use of new technology • financial, societal, and other potential risks • your human resource capabilities and needs • your operational capabilities and needs, including resource availability • your supplier and/or partner capabilities and needs b. StrategicObjectives What are your key strategic objectives and your timetable for accomplishing them? In setting objectives, how do you evaluate options to assess how well they respond to the factors in 2.1a(2) most important to your performance? Notes: N1. Strategy development refers to your organization's approach (formal or informal) to a future-ori ented basis for business decisions, resource allocations, and management. Such development might utilize various types of forecasts, projections, options, scenarios, and/or other approaches to addressing the future. N2. The word strategy should be interpreted broadly. It might be built around or lead to any or all of the following: new products, services, and markets; revenue growth; cost reduction; business acquisitions; and new partnerships and alliances. Strategy might be directed toward becoming a preferred supplier, a low-cost producer, a market innovator, and/or a high-end or customized service provider. Strategy might depend upon or require you to develop different kinds of capabilities, such as rapid response, customization, market understanding, lean or virtual manufacturing, relationships, rapid innovation, technology management, leveraging assets, business process excellence, and information management. Responses to Item 2.1 should address the key factors from your point of view. N3. Item 2.1 addresses overall organizational directions and strategy that might include changes in services, products, and/or product lines. However, the Item does not address product and service design; these are addressed in Item 6.1. For a definition of the following key terms, see Glossary section: process. For additional descriptions of this Item, see Item Descriptions and Comments section. 2.2 Strategy Deployment (45 pts.) Approach – Deployment Describe your organization's strategy deployment process. Summarize your organization's action plans and related performance measures. Project the performance of these key measures into the future. Within your response, include answers to the following questions: a. Action Plan Development and Deployment (1) How do you develop action plans that address your key strategic objectives? What are your key short-and longer-term action plans? Include key changes, if any, in your products/services and/or your customers/markets. (2) What are your key human resource requirements and plans, based on your strategic objectives and action plans? (3) How do you allocate resources to ensure accomplishment of your overall action plan? (4) What are your key performance measures and/or indicators for tracking progress relative to your action plans? (5) How do you communicate and deploy your strategic objectives, action plans, and performance measures/indicators to achieve overall organizational alignment? b.PerformanceProjection (1) What are your two-to-five year projections for key performance measures and/or indicators? Include key performance targets and/or goals, as appropriate. (2) How does your projected performance compare with competitors, key benchmarks, and past performance, as appropriate? What is the basis for these comparisons? Notes: N1. Action plan development and deployment are closely linked to other Items in the Criteria and to the performance excellence framework in the Core Values, Concepts, and Framework section. Examples of key linkages are: • Item 1.1 for how senior leaders s et and communicate directions; • Category 3 for gathering customer and market knowledge as input to strategy and action plans, and for deploying action plans; • Category 4 for information and analysis to support development of strategy, to provide a sound performance basis for performance measurements, and to track progress relative to strategic objectives and action plans; • Category 5 for work system needs, employee education, training, and development needs, and related human resource factors resulting from action plans; • Category 6 for process requirements resulting from action plans; and • Item 7.5 for accomplishments relative to organizational strategy. N2. Measures and/or indicators of projected performance (2.2b) might include changes resulting from new business ventures, business acquisitions, new value creation, market entry and/or shifts, and/or significant anticipated innovations in products, services, and/or technology. For definitions of the following key terms, see Glossary section: action plans, measures and indicators. For additional description of this Item, see Item Descriptions and Comments section.
- 3. 3 Customer and Market Focus (85 pts.) The Customer and Market Focus Category examines how your organization determines requirements, expect ations, and preferences of customers and markets. Also examined is how your organization builds relationships with customers and determines their satisfaction. 3.1 Customer and Market Knowledge (40 pts.) Approach – Deployment Describe how your organization determines short- and longer-term requirements, expectations, and preferences of customers and markets to ensure the relevance of current products/services and to develop new opportunities. Within your response, include answers to the following questions: a. Customer and Market Knowledge (1) How do you determine or target customers, customer groups, and/or market segments? How do you consider customers of competitors and other potential customers and/or markets in this determination? (2) How do you listen and learn to determine key requirements and drivers of purchase decisions for current, former, and potential customers? If determination methods differ for different customers and/or customer groups, include the key differences. (3) How do you determine and/or project key product/service features and their relative importance/value to customers for purposes of current and future marketing, product planning, and other business developments, as appropriate? How do you use relevant information from current and f ormer customers, including marketing/sales information, customer retention, won/lost analysis, and complaints, in this determination? (4) How do you keep your listening and learning methods current with business needs and directions? Notes: N1. If products and services are sold to end users via other businesses such as retail stores or dealers, customer groups [3.1a(1)] should include both the end users and these intermediate businesses. N2. Product and service features [3.1a(3)] refer to all important characteristics and to the performance of products and services throughout their full life cycle and the full "consumption chain." The focus should be on features that bear upon customer preference and repurchase loyalty – for example, those features that dif ferentiate products and services from competing offerings. Those features might include factors such as price, value, delivery, customer or technical support, and the sales relationship. For additional description of this Item, see Item Descriptions and Comments section. 3.2 Customer Satisfaction and Relationships (45 pts.) Approach – Deployment Describe how your organization determines the satisfaction of customers and builds relationships to retain current business and to develop new opportunities. Within your response, include answers to the following questions: a. Customer Relationships (1) How do you determine key access mechanisms to facilitate the ability of customers to conduct business, seek assistance and information, and make complaints? Include a summary of your key mechanisms. (2) How do you determine key customer contact requirements and deploy these requirements to all employees involved in the response chain? (3) What is your complaint management process? Include how you ensure that complaints are resolved effectively and promptly, and that all complaints received are aggregated and analyzed for use in overall organizational improvement. (4) How do you build relationships with customers for repeat business and/or positive referral? (5) How do you keep your approaches to customer access and relationships current with business needs and directions? b. Customer Satisfaction Determination (1) What processes, measurement methods, and data do you use to determine customer satisfaction and dissatisfaction? Include how your measurements capture actionable information that reflects customers' future business and/or potential for positive referral. Also include any significant differences in processes or methods for different customer groups and/or market segments. (2) How do you follow up with customers on products/services and recent transactions to receive prompt and actionable feedback? (3) How do you obtain and use information on customer satisfaction relative to competitors and/or benchmarks, as appropriate? (4) How do you keep your approaches to satisfaction determination current with business needs and directions? Notes: N1. Customer relationships (3.2a) might include the development of partnerships or alliances. N2. Customer satisfaction and dissatisfaction determination (3.2b) might include any or all of the following: surveys, formal and informal feedback from customers, use of customer account data, and complaints. N3. Customer satisfaction measurements might include both a numerical rating scale and descriptors for each unit in the scale. Actionable customer satisfaction measurements provide reliable information about customer ratings of specific product, service, and relationship features, the linkage between these ratings, and the customer's likely future actions – repurchase and/or positive referral. Product and service features might include overall value and price. N4. Customer satisfaction and dissatisfaction results and information on product/service measures that contribute to customer satisfaction or dissatisfaction should be reported in Item 7.1. These latter measures might include trends and levels in performance of customer-desired product features or customer complaint handling effectiveness (such as complaint response time, effective resolution, and percent of complaints resolved on first contact). For additional description of this Item, see Item Descriptions and Comments section. 4 Information and Analysis (85 pts.) The Information and Analysis Category examines your organization's performance measurement system and how your organization analyzes performance data and information. 4.1 Measurement of Organizational Performance (40 pts.) Approach – Deployment Describe how your organization provides effective performance measurement systems for understanding, aligning, and improving performance at all levels and in all parts of your organization. Within your response, include answers to the following questions: a. Measurement of Organizational Performance (1) How do you address the major components of an effective performance measurement system, including the following key factors? • selection of measures/indicators, and extent and effectiveness of their use in daily operations • selection and integration of measures/indicators and completeness of data to track your overall organizational performance • selection, and extent and effectiveness of use of key comparative data and information • data and information reliability • a cost/financial understanding of improvement options • correlations/projections of data to support planning (2) How do you keep your performance measurement system current with business needs and directions? Notes: N1. The term information and analysis refers to the key metrics used by your organization to measure and analyze performance. Performance measurement is used in fact-based decision making for setting and aligning
- 4. organizational directions and resource use at the work unit, key process, departmental, and whole organization levels. N2. Deployment of data and information might be via electronic or other means. Reliability [4.1a(1)] includes reliability of software and delivery systems. N3. Comparative data and information include benchmarking and competitive comparisons. Benchmarking refers to processes and results that represent best practices and performance for similar activities, inside or outside the organization's industry. Competitive comparisons refer to performance relative to competitors in the organization's markets. For additional description of this Item, see Item Descriptions and Comments section. 4.2 Analysis of Organizational Performance (45 pts.) Approach – Deployment Describe how your organization analyzes performance data and information to assess and understand overall organizational performance. Within your response, include answers to the following questions: a. Analysis of Organizational Performance (1) How do you perform analyses to support your senior executives' organizational performance review and your organizational planning? How do you ensure that the analyses address the overall health of your organization, including your key business results and strategic objectives? (2) How do you ensure that the results of organizational-level analysis are linked to work group and/or functional-level operations to enable effective support for decision making? (3) How does analysis support daily operations throughout your organization? Include how this analysis ensures that measures align with action plans. Notes: N1. Analysis includes trends, projections, comparisons, and cause-effect correlations intended to support performance reviews and the setting of priorities for resource use. Accordingly, analysis draws upon all types of data: customer-related, financial and market, operational, and competitive. N2. Performance results should be reported in Items 7.1, 7.2, 7.3, 7.4, and 7.5. For additional description of this Item, see Item Descriptions and Comments section. 5 Human Resource Focus (85 pts.) The Human Resource Focus Category examines how your organization enables employees to develop and utilize their full potential, aligned with the organization's objectives. Also examined are your organization's efforts to build and maintain a work environment and an employee support climate conducive to performance excellence, full participation, and personal and organizational growth. 5.1 Work Systems (35 pts.) Approach – Deployment Describe how your organization's work and job design, compensation, career progression, and related work force practices enable employees to achieve high performance in your operations. Within your response, include answers to the following questions: a. Work Systems (1) How do you design, organize, and manage work and jobs to promote cooperation and collaboration, individual initiative, innovation, and flexibility, and to keep current with business needs? (2) How do your managers and supervisors encourage and motivate employees to develop and utilize their full potential? Include formal and/or informal mechanisms you use to encourage and support employees in job- and career-related development/learning objectives. (3) How does your employee performance management system, including feedback to employees, support high performance? (4) How do your compensation, recognition, and related reward/incentive practices reinforce high performance? (5) How do you ensure effective communication, cooperation, and knowledge/skill sharing across work units, functions, and locations, as appropriate? (6) How do you identify characteristics and skills needed by potential employees; how do you recruit and hire new employees? How do you take into account key performance requirements, diversity of your community, and fair work force practices? Notes: N1. The term employees refers to the organization's permanent, temporary, and part -time personnel, as well as any contract employees supervised by the organization. Employees include managers and supervisors at all levels. Contract employees supervised by a contractor should be addressed in Item 6.3. N2. The term work design refers to how employees are organized and/or organize themselves in formal and informal, temporary, or longer-term units. This might include work teams, process teams, customer action teams, problem -solving teams, centers of excellence, functional units, cross-functional teams, and departments – self-managed or managed by supervisors. The term job design refers to responsibilities, authorities, and tasks of individuals. In some work systems, jobs might be shared by a team, based upon cross-training. N3. Compensation and recognition include promotions and bonuses that might be based upon performance, skills acquired, and other factors. Recognition includes monetary and nonmonetary, formal and informal, and individual and group recognition. For a definition of the following key term, see Glossary section: high performance work. For additional description of this Item, see Item Descriptions and Comments section. 5.2 Employee Education, Training, and Development (25 pts.) Approach – Deployment Describe how your organization's education and training support the achievement of your business objectives, build employee knowledge, skills, and capabilities, and contribute to improved employee performance. Within your response, include answers to the following questions: a.EmployeeEducation,Training,andDevelopment (1) How does your education and training approach balance short- and longer-term organizational and employee needs, including development, learning, and career progression? (2) How do you design education and training to keep current with business and individual needs? Include how job and organizational performance are used in education and training design and evaluation. (3) How do you seek and use input from employees and their supervisors/managers on education and training needs, expectations, and design? (4) How do you deliver and evaluate education and training? Include formal and informal education, training, and learning, as appropriate. (5) How do you address key developmental and training needs, including diversity training, management/leadership development, new employee orientation, and safety, as appropriate? (6) How do you address performance excellence in your education and training? Include how employees learn to use performance measurements, performance standards, skill standards, performance improvement, quality control methods, and benchmarking, as appropriate. (7) How do you reinforce knowledge and skills on the job? Note: Education and training delivery [5.2a(4)] might occur inside or outside the organization and involve on-the-job, classroom, computer-based, distance learning, and/or other types of delivery (formal or informal). For additional description of this Item, see Item Descriptions and Comments section.
- 5. 5.3 Employee Well-Being and Satisfaction (25 pts.) Approach – Deployment Describe how your organization maintains a work environment and an employee support climate that contribute to the well-being, satisfaction, and motivation of all employees. Within your response, include answers to the following questions: a. Work Environment How do you address and improve workplace health, safety, and ergonomic factors? How do employees take part in identifying these factors and in improving workplace safety? Include performance measures and/or targets for each key environmental factor. Also include significant differences, if any, based on different work environments for employee groups and/or work units. b.EmployeeSupportClimate (1) How do you enhance your employees' work climate v ia services, benefits, and policies? How are these enhancements selected and tailored to the needs of different categories and types of employees, and to individuals, as appropriate? (2) How does your work climate consider and support the needs of a diverse w ork force? c.EmployeeSatisfaction (1) How do you determine the key factors that affect employee well-being, satisfaction, and motivation? (2) What formal and/or informal assessment methods and measures do you use to determine employee well- being, satisfaction, and motivation? How do you tailor these methods and measures to a diverse work force and to different categories and types of employees? How do you use other indicators such as employee turnover, absenteeism, grievances, and productivity to assess and improve employee well-being, satisfaction, and motivation? (3) How do you relate assessment findings to key business results to identify work environment and employee support climate improvement priorities? Notes: N1. Approaches for enhancing employees' work climate [5.3b(1)] might include: counseling; career development and employability services; recreational or cultural activities; non-work-related education; day care; job rotation and/or sharing; special leave for family responsibilities and/or for community service; home safety training; flexible work hours; outplacement; and retiree benefits (including extended health care). N2. Specific factors that might affect employee well-being, satisfaction, and motivation [5.3c(1)] include: effective employee p roblem or grievance resolution; safety factors; employee views of management; employee training, development, and career opportunities; employee preparation for changes in technology or the work organization; work environment and other work conditions; workload; cooperation and teamwork; recognition; benefits; communications; job security; compensation; and equal opportunity. N3. Measures and/or indicators of well-being, satisfaction, and motivation [5.3c(2)] might include: safety; absenteeism; turnover; turnover rate for customer-contact employees; grievances; strikes; other job actions; insurance costs; worker's compensation claims; and results of surveys. Results relative to such measures and/or indicators should be reported in Item 7.3. For additional description of this Item, see Item Descriptions and Comments section. 6 Process Management (85 pts.) The Process Management Category examines the key aspects of your organization's process management, including customer-focused design, product and service delivery, support, and supplier and partnering processes involving all work units. 6.1 Product and Service Processes (55 pts.) Approach – Deployment Describe how your organization manages key product and service design and delivery processes. Within your response, include answers to the following questions: a. Design Processes (1) What are your design processes for products/services and their related production/delivery processes? (2) How do you incorporate changing customer/market requirements into product/service designs and production/delivery systems and processes? (3) How do you incorporate new technology into products/services and into production/delivery systems and processes, as appropriate? (4) How do your design processes address design quality and cycle time, transfer of learning from past projects and other parts of the organization, cost control, new design technology, productivity, and other efficiency/effectiveness factors? (5) How do you ensure that your production/delivery process design accommodates all key operational performance requirements? (6) How do you coordinate and test design and production/delivery processes to ensure capability for trouble - free and timely introduction of products/services? b. Production/Delivery Processes (1) What are your key production/delivery processes and their key performance requirements? (2) How does your day-to-day operation of key production/delivery processes ensure meeting key performance requirements? (3) What are your key performance measures and/or indicators used for the control and improvement of these processes? Include how real-time customer input is sought, as appropriate. (4) How do you improve your production/delivery processes to achieve better process performance and improvements to products/services, as appropriate? How are improvements shared with other organizational units and processes, as appropriate? Notes: N1. Product and service design, production, and delivery differ greatly among organizations, depending upon many factors. These factors include the n ature of the products and services, technology requirements, issues of modularity and parts commonality, customer and supplier relationships and involvement, and product and service customization. Responses to Item 6.1 should address the most critical requirements for your business. N2. Responses to Item 6.1 should include how customers and key suppliers and partners are involved in design processes, as appropriate. N3. Results of operational improvements in product and service design and delivery processes should be reported in Item 7.5. Results of improvements in product and service performance should be reported in Item 7.1. For definitions of the following key terms, see Glossary section: cycle time and productivity. For additional description of this Item, see Item Descriptions and Comments section. 6.2 Support Processes (15 pts.) Approach – Deployment Describe how your organization manages its key support processes. Within your response, include answers to the following questions: a. Support Processes (1) What are your key support processes? (2) How do you determine key support process requirements, incorporating input from internal and/or external customers, as appropriate? What are the key operational requirements (such as productivity and cycle time) for the processes? (3) How do you design these processes to meet all the key requirements? (4) How does your day-to-day operation of key support processes ensure meeting key performance requirements? How do you determine and use in-process measures a nd/or customer feedback in your support processes? (5) How do you improve your support processes to achieve better performance and to keep them current with business needs and directions, as appropriate? How are improvements shared with other organizational units and processes, as appropriate?
- 6. Notes: N1. Support processes are those that support the organization's products/services design and delivery processes, and business operations. For many organizations, this might include information and knowledge management, finance and accounting, facilities management, research and development (R&D), administration, and sales/marketing. The key support processes to be included in Item 6.2 are unique to each organization and how it operates. Focus should be on the most important processes not addressed in Items 6.1 and 6.3. N2. Results of improvements in key support processes and key support process performance results should be reported in Item 7.5. For additional description of this Item, see Item Descriptions and Comments section. 6.3 Supplier and Partnering Processes (15 pts.) Approach – Deployment Describe how your organization manages its key supplier and/or partnering interactions and processes. Within your response, include answers to the following questions: Within your response, include answers to the following questions: a. Supplier and Partnering Processes (1) What key products/services do you purchase from suppliers and/or partners? (2) How do you incorporate performance requirements into supplier and/or partner process management? What key performance requirements must your suppliers and/or partners meet to fulfill your overall requirements? (3) How do you ensure that your performance requirements are met? How do you provide timely and actionable feedback to suppliers and/or partners? Include the key performance measures and/or indicators and any targets you use for supplier and/or partner assessment. (4) How do you minimize overall costs associated with inspections, tests, and process and/or performance audits? (5) How do you provide business assistance and/or incentives to suppliers and/or partners to help them improve their overall performance and to improve their abilities to contribute to your current and longer-term performance? (6) How do you improve your supplier and/or partner processes, including your role as supportive customer/ partner, to keep current with your business needs and directions? How are improvements shared throughout your organization, as appropriate? Notes: N1. Supplier and partnering processes might include processes for supply chain improvement and optimization, beyond direct suppliers and partners. N2. If your organization selects preferred suppliers and/or partners based upon volume of business or criticality of their supplied products and/or services, include selection criteria in the response. N3. Results of improvements in supplier and partnering processes and supplier/partner performance results should be reported in Item 7.4. For additional description of this Item, see Item Descriptions and Comments section. 7 Business Results (450 pts.) The Business Results Category examines your organization's performance and improvement in key business areas – customer satisfaction, product and service performance, financial and marketplace performance, human resource results, supplier and partner results, and operational performance. Also examined are performance levels relative to competitors. 7.1 Customer Focused Results (115 pts.) Results Summarize your organization's customer focused results, including customer satisfaction and product and service performance results. Segment your results by customer groups and market segments, as appropriate. Include appropriate comparative data. Provide data and information to answer the following questions: a. Customer Focused Results (1) What are your current levels and trends in key measures and/or indicators of customer satisfaction, dissatisfaction, and satisfaction relative to competitors? (2) What are your current levels and trends in k ey measures and/or indicators of customer loyalty, positive referral, customer-perceived value, and/or customer relationship building, as appropriate? (3) What are your current levels and trends in key measures and/or indicators of product and service performance? Notes: N1. Customer satisfaction and dissatisfaction results reported in this Item should relate to determination methods and data described in Item 3.2. N2. Measures and/or indicators of customer satisfaction relative to competitors might include objective information and data from customers and independent organizations. N3. Comparative performance of products and services and product/service performance measures that serve as indicators of customer satisfaction should be included in 7.1a(3). N4. The combination of direct customer measures/indicators in 7.1a(1) and 7.1a(2) with product and service performance measures/indicators in 7.1a(3) provides an opportunity to determine cause and effect relationships between product/service attributes a nd evidence of customer satisfaction, loyalty, positive referral, etc. For additional description of this Item, see Item Descriptions and Comments section. 7.2 Financial and Market Results (115 pts.) Results Summarize your organization's key financial and marketplace performance results, segmented by market segments, as appropriate. Include appropriate comparative data. Provide data and information to answer the following questions: a. Financial and Market Results (1) What are your current levels a nd trends in key measures and/or indicators of financial performance, including aggregate measures of financial return and/or economic value, as appropriate? (2) What are your current levels and trends in key measures and/or indicators of marketplace performance, including market share/position, business growth, and new markets entered, as appropriate? Note: Aggregate measures such as return on investment (ROI), asset utilization, operating margins, profitability, profitability by market/customer segment, liquidity, debt to equity ratio, value added per employee, and financial activity measures are appropriate for responding to 7.2a(1). For additional description of this Item, see Item Descriptions and Comments section. 7.3 Human Resource Results (80 pts.) Results Summarize your organization's human resource results, including employee well-being, satisfaction, development, and work system performance. Segment your results by types and categories of employees, as appropriate. Include appropriate comparative data. Provide data and information to answer the following questions: a. Human Resource Results (1) What are your current levels and trends in key measures and/or indicators of employee well-being, satisfaction and dissatisfaction, and development?
- 7. (2) What are your current levels and trends in key measures and/or indicators of work system performance and effectiveness? Notes: N1. Results reported in this Item should relate to activities described in Category 5. The results should be responsive to key process needs described in Category 6, and the company action plans and related human resource plans described in Item 2.2. N2. For appropriate measures of employee well-being and satisfaction, see Notes to Item 5.3. Appropriate measures and/or indicators of employee development might include innovation and suggestion rates, courses completed, learning, on-the-job performance improvements, and cross-training. N3. Appropriate measures and/or indicators of work system performance and effectiveness might include job and job classification simplification, job rotation, work layout, and changing supervisory ratios. For additional description of this Item, see Item Descriptions and Comments section. 7.4 Supplier and Partner Results (25 pts.) Results Summarize your organization's key supplier and partner results. Include appropriate comparative data. Provide data and information to answer the following question: a. Supplier and Partner Results What are your current levels and trends in key measures and/or indicators of supplier and partner performance? Include your performance and/or cost improvements resulting from supplier and partner performance and performance management. Note: Results reported in this Item should relate directly to processes and performance requirements described in Item 6.3. For additional description of this Item, see Item Descriptions and Comments section. 7.5 Organizational Effectiveness Results (115 pts.) Results Summarize your organization's key operational performance results that contribute to the achievement of organizational effectiveness. Include appropriate comparative data. Provide data and information to answer the following questions: a. Organizational Effectiveness Results (1) What are your current levels and trends in key measures and/or indicators of key design, production, delivery, and support process performance? Include productivity, cycle time, and other appropriate measures of effectiveness and efficiency. (2) What are your results for key measures and/or indicators of regulatory/legal compliance and citizenship? What are your results for key measures and/or indicators of accomplishment of organizational strategy? Notes: N1. Results reported in Item 7.5 should address key organizational requirements and progress toward accomplishment of key organizational performance goals as presented in the Business Overview, and in Items 1.1, 2.2, 6.1, and 6.2. Include results not reported in Items 7.1, 7.2, 7.3, and 7.4. N2. Results reported in Item 7.5 should provide key information for analysis (Item 4.2) and review (Item 1.1) of organizational operational performance and should provide the operational basis for customer results (Item 7.1) and financial and market results (Item 7.2). N3. Regulatory/legal compliance results reported in Item 7.5 should address requirements described in Item 1.2. For additional description of this Item, see Item Descriptions and Comments section. ___________________GLOSSARY OF KEY TERMS____________________ This Glossary of Key Terms defines and briefly describes terms used throughout the Criteria booklet that are important to performance management. Action Plans Action plans refer to principal organizational-level drivers, derived from short - and long-term strategic planning. In simplest terms, action plans are set to accomplish those things the organization should do well for its strategy to succeed. Action plan development represents the critical stage in planning when strategic objectives and goals are made specific so that effective organization-wide understanding and deployment are possible. Deployment of action plans requires analysis of overall resource needs and creation of aligned measures for all work units. Deployment might also require specialized training for some employees or recruitment of p ersonnel. An example of a strategic objective for a supplier in a highly competitive industry might be to develop and maintain a price leadership position. Action plans could entail design of efficient processes and creation of a cost accounting system, aligned for the organization as a whole. Performance requirements might include unit and/or team training in priority setting based upon costs and benefits. Organizational-level analysis and review could emphasize overall productivity growth. Alignment Alignment refers to consistency of plans, processes, actions, information, decisions, results, analysis, and learning to support key organization-wide goals. Effective alignment requires common understanding of purposes and goals and use of complementary measures and information for planning, tracking, analysis, and improvement at three levels: the organizational level; the key process level; and the work unit level. Cycle Time Cycle time refers to time performance – the time required to fulfill commitments or to complete tasks. Time measurements play a major role in the Criteria because of the great importance of time performance to improving competitiveness. Cycle time is used in the Criteria booklet to refer to all aspects of time performance. Cycle time improvement could include time to market, order fulfillment time, delivery time, change-over time, and other key process times. High Performance Work High performance work refers to work approaches used to systematicallypursue ever higher levels o f overall organizational and human performance, including quality, productivity, and time performance. High performance work results in improved service for customers and other stakeholders. Approaches to high performance work vary in form, function, and incentive systems. Effective approaches frequently include: cooperation between management and the work force, including work force bargaining units; cooperation among work units, often involving teams; self -directed responsibility/employee empowerment; e mployee input to planning; individual and organizational skill building and learning; learning from other organizations; flexibility in job design and work assignments; a flattened organizational structure, where decision making is decentralized and decisions are made closest to the "front line"; and effective use of performance measures, including comparisons. Many high performance work systems use monetary and non- monetary incentives based upon factors such as organizational performance, team and/or individual contributions, and skill building. Also, high performance work approaches usually seek to align the design of organizations, work, jobs, employee development, and incentives. Innovation Innovation refers to the adoption of an idea, process, technology, or product that is considered new or new to its proposed application. Successful organizational innovation is a multi-step process that involves development and knowledge sharing, a decision to implement, implementation, evaluation, and learning. Although innovation is often associated with technological innovation, it is applicable to all key organizational processes that would benefit from breakthrough improvement and/or change.
- 8. Measures and Indicators Measures and indicators refer to numerical information that quantifies input, output, and performance dimensions of processes, products, services, and the overall organization (outcomes). Measures and indicators might be simple (derived from one measurement) or composite. The Criteria do not make a distinction between measures and indicators. However, some users of these terms prefer the term indicator: (1) when the measurement relates to performance, but is not a direct measure of such performance (e.g., the number of complaints is an indicator of dissatisfaction, but not a direct measure of it); and (2) when the measurement is a predictor ("leading indicator") of some more significant performance (e.g., increased customer satisfaction might be a leading indicator of market share gain). Performance Performance refers to output results obtained from processes, products, and services that permit evaluation and comparison relative to goals, standards, past results, and other organizations. Performance might be expressed in non-financial and financial terms. Three types of performance are addressed in this Criteria booklet: (1) customer focused, including key product and service performance; (2) financial and marketplace; and (3) operational. Customer focused performance refers to performance relative to measures and indicators of customers' perceptions, reactions, and behaviors, and to measures and indicators of product and service characteristics important to customers. Examples include customer retention, complaints, customer survey results, p roduct reliability, on-time delivery, defect levels, and service response time. Financial and marketplace performance refers to performance using measures of cost and revenue, including asset utilization, asset growth, and market share. Examples include returns on investments, value added per employee, debt to equity ratio, returns on assets, operating margins, and other profitability and liquidity measures. Operational performance refers to performance relative to effectiveness and efficiency measures and indicators. Examples include cycle time, productivity, waste reduction, and regulatory compliance. Operational performance might be measured at the work unit level, key process level, and organizational level. Process Process refers to linked activities with the purpose of producing a product or service for a customer (user) within or outside the organization. Generally, processes involve combinations of people, machines, tools, techniques, and materials in a systematic series of steps or actions. In some situations, processes might require adherence to a specific sequence of steps, with documentation (sometimes formal) of procedures and requirements, including well-defined measurement and control steps. In many service situations, particularly when customers are directly involved in the service, process is used in a more general way – to spell out what must be done, possibly including a preferred or expected sequence. If a sequence is critical, the service needs to include information to help customers understand and follow the sequence. Service processes involving customers also require guidance to the providers on handling contingencies related to customers' likely or possible actions or behaviors. In knowledge work such as strategic planning, research, development, and analysis, process does not necessarily imply formal sequences of steps. Rather, process implies general understandings regarding competent performance such as timing, options to be included, evaluation, and reporting. Sequences might arise as part of these understandings. Productivity Productivity refers to measures of efficiency of the use of resources. Although the term is often applied to single factors such as staffing (labor productivity), machines, materials, energy, and capital, the productivity concept applies as well to the total resources used in producing outputs. The use of an aggregate measure of overall productivity allows a determination of whether or not the net effect of overall changes in a process – possibly involving resource tradeoffs – is beneficial. Value Value refers to the degree of worth relative to cost and relative to possible alternatives of a product, service, process, asset, or function. Organizations frequently use value considerations to determine the benefits of various options relative to their costs, such as the value of various product and service combinations to customers. Organizations seek to deliver value to all their stakeholders. This frequently requires balancing value for customers and other stakeholders, such as stockholders, employees, and the community. __________________________________________________________________ __________________________SCORING SYSTEM________________________ The scoring of responses to Criteria Items (Items) and Award applicant feedback are based on three evaluation dimensions: (1) Approach; (2) Deployment; and (3) Results. Criteria users need to furnish information relating to these dimensions. Specific factors for these dimensions are described below. Scoring Guidelines are g iven in the Scoring Guidelines section. Approach "Approach" refers to how you address the Item requirements – the method(s) used. The factors used to evaluate approaches include: • appropriateness of the methods to the requirements • effectiveness of use ofthe methods. Degree to which the approach: – is systematic, integrated, and consistently applied – embodies evaluation/improvement/learning cycles – is based on reliable information and data • alignment with organizational needs • evidence of innovation Deployment "Deployment" refers to the extent to which your approach is applied to all requirements of the Item. The factors used to evaluate deployment include: • use of the approach in addressing Item requirements relevant to your organization • use of t he approach by all appropriate work units Results "Results" refers to outcomes in achieving the purposes given in the Item. The factors used to evaluate results include: • current performance • performance relative to appropriate comparisons and/or benchmarks • rate, breadth, and importance of performance improvements • linkage of results measures to key customer, market, process, and action plan performance requirements identified in the Business Overview and in Approach/Deployment Items Item Classification and Scoring Dimensions Items are classified according to the kinds of information and/or data you are expected to furnish relative to the three evaluation dimensions. The two types of Items and their designations are: 1. Approach/Deployment 2. Results Approach and Deployment are linked to emphasize that descriptions of Approach should always indicate the Deployment – consistent with the specific requirements of the Item. Although Approach and Deployment dimensions are linked, feedback to Award applicants reflects strengths and/or opportunities for improvement in either or both dimensions.
- 9. Results Items call for data showing performance levels and trends on key measures and/or indicators of organizational performance. However, the evaluation factor, "breadth" of performance improvements, is concerned with how wide-spread your improvement results are. This is directly related to the Deployment dimension. That is, if improvement processes are widely deployed, there should be corresponding results. A score for a Results Item is thus a weighted composite based upon overall performance, taking into account the breadth of improvements and their importance. (See next section.) SCORING : APPROACH / DEPLOYMENT SCORE APPROACH/DEPLOYMENT 0% • no systematic approach evident; anecdotal information 10% to 20% • beginning of a systematic approach to the basic purposes of the Item • major gaps exist in deployment that would inhibit progress in achieving the basic purposes of the Item • early stages of a transition from reacting to problems to a general improvement orientation 30% to 40% • a sound, systematic approach, responsive to the basic purposes of the Item • approach is deployed, although some areas or work units are in early stages of deployment • beginning of a systematic approach to evaluation and improvement of basic Item processes 50% to 60% • a sound, systematic approach, responsive to the overall purposes of the Item • approach is well-deployed, although deployment may vary in some areas or work units • a fact-based, systematic evaluation and improvement process is in place for basic Item processes • approach is aligned with basic organizational needs identified in the other Criteria Categories 70% to 80% • a sound, systematic approach, responsive to the multiple requirements ofthe Item • approach is well-deployed, with no significant gaps • a fact-based, systematic evaluation and improvement process and organizational learning/ sharing are key management tools; clear evidence of refinement and improved integration as a result of organizational-level analysis and sharing • approach is well-integrated with organizational needs identified in the other Criteria Categories 90% to 100% • a sound, systematic approach, fully responsive to all the requirements of the Item • approach is fully deployed without significant weaknesses or gaps in any areas or work units • a very strong, fact-based, systematic evaluation and improvement process and extensive organizational learning/sharing are key management tools; strong refinement and integration, backed by excellent organizational-level analysis and sharing • approach is fully integrated with organizational needs identified in the other Criteria Categories SCORING : RESULTS SCORE RESULTS 0% • no results or poor results in areas reported 10% to 20% • some improvements and/or early good performance levels in a few areas • results not reported for many to most areas of importance to the organization's key business requirements 30% to 40% • improvements and/or good performance levels in many areas of importance to the organization's key business requirements • early stages of developing trends and obtaining comparative information • results reported for many to most areas of importance to the organization's key business requirements 50% to 60% • improvement trends and/or good performance levels reported for most areas of importance to the organization's key business requirements • no pattern of adverse trends and no poor performance levels in areas of importance to the organization's key business requirements • some trends and/or current performance levels – evaluated against relevant comparisons and/or benchmarks – show areas of strength and/or good to very good relative performance levels • business results address most key customer, market, and process requirements 70% to 80% • current performance is good to excellent in areas of importance to the organization's key business requirements • most improvement trends and/or current performance levels are sustained • many to most trends and/or current performance levels – evaluated against relevant comparisons and/or benchmarks– show areas of leadership and very good relative performance levels • business results address most key customer, market, process, and action plan requirements 90% to 100% • current performance is excellent in most areas of importance to the organization's key business requirements • excellent improvement trends and/or sustained excellent performance levels in most areas • evidence of industry and benchmark leadership demonstrated in many areas • business results fully address key customer, market, process, and action plan requirements