philps的卓越品質(zhì)管理培訓(xùn)教材-wenkub
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【正文】 policy amp。 strategy and plans Financial 4cMaterial assets Optimising the use of your material assets in alignment with the requirements of the policy amp。 strategy and plans Intellectual How the anisation uses its partnerships amp。 enhanced Identify, understand and manage the key factors that determine customer satisfaction, loyalty and partnerships Understanding customers 5d Product amp。 service design Designing and developing products amp。 breakthrough changes Managing and improving the processes 5. Processes External customers as defined through the policy 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。 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。 results that show the efficiency amp。 Deployment … ? Regularly reviewed for effectiveness ? Benchmarked with others ? Improved based on the conclusions of the review A D Aamp。 o f re le v a n ta re a s I m p le m e n t e d ina b o u t 190。 EducateReviewProgressCommunicate Self Assessment plansConduct Self AssessmentEstablish Action planImplement Action plan。 evidence ? Give scores on all subcriteria ? PBE Assessor guides scoring process ? Facilitates the process ? Records scores ? Achievement expressed in actual scores 4. Assessment of a document ? Trained assessors ? Scorable document ? 5075 pages ? Precursor to a Peer or Award application ? Site visits are an option ? Feedback of results ? Assessors report to mgt. team PBE Self Assessments DBE Questionnaire Award Assessment simple extensive quick results calibrated first step one method applied less training required PBE Assessor certificate PQA look alike needs more experience ConductSelfAssessmentDetermine the criteria for prioritisation andprioritiseAgree the actions necessaryand the process and timingsof the delivery of the actions Consider strategies for ownership of outes change management issues style of presenting outes criterion championsRegularly review progress amp。 Review of Enablers ? appropriate and regular review of the approach and deployment has been undertaken ? learning opportunities identified and used ? output from measurement and learning is used to identify, prioritise, plan and implement improvement R A D A R C A R D – E N A B L E R S (F ina l V e r s ion )E l e me nt s S c or eAt t r i but e s0% 25% 50% 75% 100%A p p ro a c h S oun d: a p p ro a c h h a s a c le a r ra ti o n a le th e re a re we ll d e fi n e d a n d d e v e lo p e dp ro c e s s e s a p p ro a c h f o c u s e s o n s ta k e h o ld e rn e e d s N o e v id e n c e o ra n e c d o t a l S o m e e v id e n c e E v id e n c e C le a r e v id e n c e C o m p re h e n s iv ee v id e n c e I nt e g r a t e d: a p p ro a c h s u p p o rts p o li c y a n d s tra te g y a p p ro a c h i s l in k e d t o o th e ra p p ro a c h e s a s a p p ro p ria te N o e v id e n c e o ra n e c d o t a l S o m e e v id e n c e E v id e n c e C le a r e v id e n c e C o m p re h e n s iv ee v id e n c e T o t a l 0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100 E l e me nt s S c or e At t r i but e s 0% 25% 50% 75% 100% D e p lo y m e n t I mpl e me nt e d: a p p ro a c h i s i m p le m e n te d N o e v id e n c e o ra n e c d o t a l I m p le m e n t e d ina b o u t 188。 strategy (criterion2) 50% 50% Results subcriteria weights Subcriteria Criterion 6 Customer Results 7 People Results 8 Society Results 9 Key Performance Results 6a (75
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