Archive
By Patrick Kiger
Apr. 1, 2008
In its culture reinvention process, Crouse chose to utilize the Baldrige performance-excellence criteria as a framework. Here are its seven key areas of focus, adapted from the Institute of Standards and Technology’s Baldrige National Quality Program Web site
| 1 | Leadership:How senior executives guide the organization and how the organization addresses its responsibilities to the public and practices good citizenship. |
| 2 | Strategic planning: How the organization sets strategic directions and how it determines key action plans. |
| 3 | Customer and market focus:How the organization determines requirements and expectations of customers and markets; builds relationships with customers; and acquires, satisfies and retains customers. |
| 4 | Measurement, analysis and knowledge management: How the organization manages, analyzes and improves data and information to support key processes and the performance management system. |
| 5 | Workforce focus: How the organization enables its workforce to develop its full potential and how the workforce is aligned with the organization’s objectives. |
| 6 | Process management:How key production/delivery and support processes are designed, managed and improved. |
| 7 | Results: The organization’s performance and improvement in its key business areas: customer satisfaction; financial and marketplace performance; human resources; supplier and partner performance; operational performance; and governance and social responsibility. How the organization performs relative to competitors. |
Workforce Management, March 17, 2008, p. 22 — Subscribe Now!
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