【正文】 the Baldrige Criteria. Or do not use the score to benchmark your performance. 如果評估以修改的標(biāo)準為基礎(chǔ) ， 那么就不使用波多里奇標(biāo)準中的計分系統(tǒng) ， 或者不用分數(shù)衡量你的業(yè)績 。 – Fully control of key processes used to serve the customers. 能自我控制 ， 提供客戶服務(wù)的流程 。 ? Visualize how the various options might work in your organization. 構(gòu)思何種模式適用于組織中 。 兵來將擋 ， 水來土淹 。 to proceed with a more indepth assessment. Winning the support of the leadership team presents a challenge. ? Take the time to build support up front, before starting the formal process. ? Explain that the demands on the leaders’ personal time should not be excessive with any of the mon approaches. ? Lean toward a more streamlined and less indepth assessment, but don’t render the process ineffective through efforts to pensate for a lack of leadership motivation. ? Use external resources at key points, to facilitate and to build the credibility of the process. There is a climate of fear or mistrust. ? Use only external assessors for data gathering. ? Use the leadership briefing not only to put across the key messages that should put the leaders more at ease, but also to gauge whether the process can acplish anything for this group. ? Consider carefully whether the current climate is likely to derail the assessment or to transform it into a negative exercise. If this seems likely, consider calling off any assessment for the moment. ? Initiate a different, more limited process to address the climate issues only. 2020/6/21 Prepared by Strategy, Risk and Rating (SRR) 科飛咨詢翻譯 25 When Selfassessment Is Not the Right Thing to Do? 什么時候進行自我評估是不適當(dāng)?shù)模浚?1） ? It is never too early to begin using the Baldrige Criteria for selfassessment. But there are exceptions. 企業(yè)在任何時期使用波多里奇標(biāo)準都不嫌早 ， 但也有例外的時候 。 ? The process is perceived as being ―owned‖ by a third party – and the ―auditors‖, not the organization, determine how the assessment is conducted. 評估的活動被認為屬于第三方 —審核員 ， 而不是組織 。 2020/6/21 Prepared by Strategy, Risk and Rating (SRR) 科飛咨詢翻譯 13 Audit vs. Assessment – Warning Signals 審核：評估 警告信號（ 2） ? People bee concerned about the number of opportunities for improvement being identified, perhaps saying things like, ―how are we going to deal with all of these?‖ In a pliance situation, usually every significant shorting must be corrected, which in assessment the aim is to find many opportunities in order to identify a few that have the greatest leverage. 人們擔(dān)心被發(fā)現(xiàn)的改進機會的數(shù)量 ， 可能會說 “ 我們怎有可能處理所有這些改進機會 ” 。 這并不是一種符合性審核 。 ? There are no right or wrong answers. Everyone’s perception of the situation is accurate in the sense that it reflects their personal experience. 沒有正確或錯誤的回答 。 Strategic and Operational Goals Case Study 9 2020/6/21 Prepared by Strategy, Risk and Rating (SRR) 科飛咨詢翻譯 9 (3) Aligned Approach協(xié)調(diào)方法 Operations are characterized by processes that are repeatable and regularly evaluated for improvement, with learnings shared and with coordination among organizational units. 組織通過在內(nèi)部各單元分享、學(xué)習(xí)，實施可重復(fù)的、定期的更改評價進行經(jīng)營。 Early Systematic Approach 問題反應(yīng)式 早期的系統(tǒng)性方法 Aligned Approach。 2020/6/21 Prepared by Strategy, Risk and Rating (SRR) 科飛咨詢翻譯 5 p Case Study 案例研究 9 In accordance to the Baldrige program:依據(jù)波多里奇方案： The Criteria are designed to help organizations use an integrated approach to organizational performance management that results in (3 goals): 設(shè)計本標(biāo)準是為了幫助組織使用完整的方法進行組織業(yè)績管理 ， 以完成下列目標(biāo)： Goal 1: delivery of everimproving value to customers, contributing to marketplace success 向顧客不斷提供改 進價值 ， 以及貢獻于市場成功 。 ? Life beyond ISO (Continual improvement). ISO保證后的下一步 （ 持續(xù)改進 ） 。 ? Your industry is changing rapidly (Looking for flexibility). 行業(yè)正在快速變化 （ 尋找靈活性 ） 。 2020/6/21 Prepared by Strategy, Risk and Rating (SRR) 科飛咨詢翻譯 4 Reasons for SelfAssessment（ 2） 自評原因 ? You could capitalize on one or more of the following benefits of conducting a selfassessment and implementing action plans for improvement: 你可以從執(zhí)行自評和實施改進措施中得出下列好處： – jumpstarting change initiatives 啟動變化 – energizing improvement initiatives 加強改進 – focusing your organization on mon goals 組織目標(biāo)的一貫化 ? Provides: current strengths and opportunities, a baseline to measure future progress. 提供： 目前的優(yōu)勢和機會；測量未來進展的基準 ? Selfassessment can provide an impetus for learning, a stimulus for growth, and a trigger for action. 自評能為學(xué)習(xí)提供動力 ， 為發(fā)展提供刺激因素 ， 為行動提供驅(qū)動器 。 2020/6/21 Prepared by Strategy, Risk and Rating (SRR) 科飛咨詢翻譯 6 p Case Study 案例研究 9 Please review the definitions of management and process approaches on the next 4 pages and 請在下面 4頁回顧管理和過程方法的定義 ， 并： 1. Decide which approach is applicable to your operation哪一種方法適用于 你的經(jīng)營： Reacting to Problems。 Strategic and Operational Goals Case Study 9 2020/6/21 Prepared by Strategy, Risk and Rating (SRR) 科飛咨詢翻譯 8 (2) Early Systematic Approach 早期的系統(tǒng)方法 The organization is at the beginning stages of conducting operations by processes with repeatability, evaluation and improvement, and coordination among organizational units. 組織通過可重復(fù)的過程 、 評價和改進以及組織單元間的協(xié)調(diào)開始執(zhí)行經(jīng)營 。 Case Study 9 Strategic and Operational Goals 2020/6/21 Prepared by Strategy, Risk and Rating (SRR) 科飛咨詢翻譯 11 What Is Assessment?什么是評估？ ? The assessment is an examination of methods, processes, implementation and results not of individuals’ petence or performance. 評估是對方法 、 執(zhí)行和結(jié)果而不是對個人能力或業(yè)績的檢查 。 ? For an assessment to be effective, an environment must be created in which people feel free to discuss opportunities for improvement. It is not a pliance audi