philps的卓越品質(zhì)管理培訓(xùn)教材-文庫(kù)吧
2025-04-25 00:09 本頁(yè)面
【正文】 anisation uses its partnerships amp。 resources 4. Partnerships amp。 Resources Alignment with criterion 2 policy amp。 strategy 5e Customer relationships are managed amp。 enhanced Identify, understand and manage the key factors that determine customer satisfaction, loyalty and partnerships Understanding customers 5d Product amp。 service implementation Producing products and services and delivering them to the customer Making amp。delivering products amp。 services How the anisation manages its processes 5c Product amp。 service design Designing and developing products amp。 services based on customer’s needs amp。 expectations Meeting customers needs 5a Process management Systematically determine, design amp。 manage key and other processes 5b Process improvement Achieve actual process improvements both through incremental amp。 breakthrough changes Managing and improving the processes 5. Processes External customers as defined through the policy amp。 strategy (both current and prospective customers) 6a Customer perception Perception results of customers (. their judgement) on their satisfaction amp。 loyalty with respect to the anisations products, services amp。 customer relations 6b Company’s assessment Results of measures which predict or influence customer satisfaction and loyalty (. the judgement by the anisation) Measures 75% 25% Assessed by: ? Results, trends ? Comparison with targets (and the relevance of the targets) ? Comparisons with petitors and best in class ? The relevance amp。 priority of the measures ? Segmentation of results to show differences in performance Requirements What the anization achieves in satisfying customers 6. Customer results 7. People results Consistency with policy amp。 strategy (criterion 2) and People management issues (criterion 3) 25% 7a People (employee) perception Actual results of people’s perception (a judgement by employee’s) of what the anisation has achieved in satisfying the needs and care of its people 7b Company’s assessment Results of measures which predict or influence people satisfaction (. judgement by the anisation) Measures 75% Assessed by: ? Results, trends ? Comparison with targets (+ relevance of targets) ? Comparisons with petitors and best in class ? The relevance amp。 priority of the measures ? Segmentation of results to show differences in performance Requirements What the anization achieves in satisfying its people 8. Society results Consistency with policy amp。 strategy (criterion 2) and aspects of management of resources (particularly criterion parts 4a + 4c) Measures 8a Society’s perception The actual results of the perceptions of society (. the judgement of the munity) 8b Company’s assessment Internal measures and results on issues which predict or influence society’s views on the impact of the anisation to the environment, quality of life, preservation of global resources and being a good neighbour (. judgement by the anisation) 25% 75% Requirements Assessed by: ? Results, trends ? Comparison with targets (+ relevance of targets) ? Comparisons with petitors and best in class ? The relevance amp。 priority of the measures ? Segmentation of results to show differences in performance What the anization contributes to the larger munity 9. Key Performance results The performance in achieving business objectives amp。 satisfying the financial stakeholders Assessed by: ? Results, trends ? Comparison with targets (+ relevance of targets) ? Comparisons with petitors and best in class ? The relevance amp。 priority of the measures ? Segmentation of results to show differences in performance Requirements Measures Consistency with key processes and resources (as defined in criteria 2, 4 amp。 5) 9a Key Performance Oute results Financial and “Bottomline” results that indicate the overall business success of the anisation plus results of
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