卓越绩效模式先进企业自我评价表.docx
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卓越绩效模式先进企业自我评价表.docx
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卓越绩效模式先进企业自我评价表
卓越绩效模式先进企业自我评价表
第1部分领导
(1)组织高层领导如何建立组织的使命、愿景和价值观,并组织贯彻?
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(2)组织的领导如何为遵守法律法规、恪守诚信经营等行为创造环境?
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(3)组织如何履行确保所提供产品和服务质量安全的职责?
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(4)对于本组织的产品、服务和运营对社会带来的影响,组织采取了哪些措施?
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(5)组织如何积极地支持公益事业?
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第2部分战略
(1)组织的整体战略策划过程是什么?
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(2)组织的战略策划是否考虑了顾客和市场的需求、期望和机会?
是否考虑了经济、社会和道德的、法规的和其它潜在的风险?
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(3)组织的长、短期战略及战略目标是什么?
如何平衡所有相关方的需求?
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(4)组织如何实施战略,以实现主要的战略目标?
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第3部分顾客与市场
(1)组织如何了解顾客需求和期望?
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(2)组织如何确定目标顾客群和细分市场?
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(3)组织如何与顾客建立良好的相互关系,赢得顾客,满足并超越他们的期望?
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(4)组织的投诉管理程序是什么?
如何确保投诉能得到有效的、及时的处理?
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(5)组织如何测量顾客满意和不满意?
如何将顾客满意和不满意的信息用于改进?
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第4部分资源
(1)组织是否建立了系统的工作体系,如何进行员工的教育、培训和实现员工职业发展,以促进员工的合作、主动性、创新性,不断适应组织的经营发展需要?
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(2)组织如何确定影响员工权益、满意程度和积极性的关键因素?
如何评价和测量员工的福利、满意程度和积极性?
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(3)组织如何确定资金需求,保证资金供给,提高资金的使用效率和安全?
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(4)如何确保所获得数据和信息的可用性,如何使员工、供方与合作伙伴、顾客在需要时易于获得相关数据和信息?
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(5)组织如何配备获取、传递、分析和发布数据和信息的设施,建立和运行信息管理系统?
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(6)组织如何对其拥有的技术进行评估,并与同行先进水平进行比较分析?
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(7)组织如何确定和提供所必须的基础设施?
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(8)组织如何与供方和合作伙伴建立良好的合作关系,共同提高过程的有效性和效率?
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第5部分过程管理
(1)组织如何确定主要的关键过程?
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(2)组织主要的关键过程的要求是什么?
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(3)组织如何对主要过程进行设计以满足所有的关键过程要求,并有效应对突发事件,确保运营的连续性?
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(4)用于关键过程控制和管理的主要绩效测量方法或指标是什么?
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(5)组织如何确保过程的改进与创新?
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第6部分测量、分析与改进
(1)组织是否选择、收集、整理数据和信息,监测日常工作以及组织整体绩效?
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(2)组织如何有效应用关键的对比数据和信息,支持组织的决策、改进和创新?
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(3)如何在绩效测量的基础上开展组织的绩效分析和评价,并根据评价结果确定改进的优先次序,识别创新的机会?
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(4)组织如何对改进与创新活动进行策划,促进各部门、各层次的绩效提升?
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(5)组织如何组织各层次员工开展多种形式的改进与创新活动,并正确、有效地运用统计技术和其他工具?
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