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Leadership
The Leadership Category examines HOW your organization’s SENIOR LEADERS guide and sustain your organization. Also examined are your organization’s GOVERNANCE and HOW your organization addresses its ethical, legal, and community responsibilities.
Strategic Planning
The Strategic Planning Category examines HOW your organization develops STRATEGIC OBJECTIVES and ACTIONS PLANS. Also examined are HOW your chosen STRATEGIC OBJECTIVES and ACTION PLANS are deployed and changes if circumstances require, and HOW progress is measured.
Customer and Market Focus
The CUSTOMER and Market Focus Category examines HOW your organization determines the requirements, expectations, and preferences of CUSTOMERS and markets. Also examined is HOW your organization builds relationships with CUSTOMERS and determines the KEY factors that lead to CUSTOMER acquisition, satisfaction, loyalty and retention, and to business expansion and SUSTAINABILITY.
Measurement, Analysis and Knowledge Management
The Measurement, Analysis and Knowledge Management Category examines HOW your organization selects, gathers, analyzes, manages, and improves its data, information, and KNOWLEDGE ASSETS. Also examined is HOW your organization reviews its performance.
Human Resource Focus
The Human Resource Focus Category examines HOW your organization’s WORK SYSTEMS and your employee LEARNING and motivation enable employees to develop and utilize their full potential in ALIGNMENT with your organization’s overall objectives, strategy, and ACTION PLANS. Also examined are your organization’s efforts to build and maintain a work environment and employee support climate conducive to PERFORMANCE EXCELLENCE and to personal and organizational growth.
Process Management
The PROCESS Management Category examines the KEY aspects of your organization’s PROCESS management, including KEY products, services, and business PROCESSES for creating CUSTOMER and organizational VALUE and KEY support PROCESSES. This Category encompasses all KEY PROCESSES and all work units.
Business Results
The Business Results Category examines your organization’s PERFORMANCE and improvement in KEY business areas - product and service outcomes, CUSTOMER satisfaction, financial and marketplace PERFORMANCE, human resource RESULTS, operational PERFORMANCE, and leadership and social responsibility. PERFORMANCE LEVELS are examined relative to those of competitors.
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