【正文】 the Baldrige Criteria. Or do not use the score to benchmark your performance. 如果評(píng)估以修改的標(biāo)準(zhǔn)為基礎(chǔ) ， 那么就不使用波多里奇標(biāo)準(zhǔn)中的計(jì)分系統(tǒng) ， 或者不用分?jǐn)?shù)衡量你的業(yè)績(jī) 。 – 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(lái)將擋 ， 水來(lái)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(shí)候進(jìn)行自我評(píng)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(shí)期使用波多里奇標(biāo)準(zhǔn)都不嫌早 ， 但也有例外的時(shí)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(píng)估的活動(dòng)被認(rèn)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(píng)估 警告信號(hào)（ 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(jìn)機(jī)會(huì)的數(shù)量 ， 可能會(huì)說(shuō) “ 我們?cè)跤锌赡芴幚硭羞@些改進(jìn)機(jī)會(huì) ” 。 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(méi)有正確或錯(cuò)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(guò)在內(nèi)部各單元分享、學(xué)習(xí)，實(shí)施可重復(fù)的、定期的更改評(píng)價(jià)進(jìn)行經(jīng)營(yíng)。 Early Systematic Approach 問(wèn)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(jì)本標(biāo)準(zhǔn)是為了幫助組織使用完整的方法進(jìn)行組織業(yè)績(jī)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(jìn)價(jià)值 ， 以及貢獻(xiàn)于市場(chǎng)成功 。 ? Life beyond ISO (Continual improvement). ISO保證后的下一步 （ 持續(xù)改進(jìn) ） 。 ? 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(píng)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(píng)和實(shí)施改進(jìn)措施中得出下列好處： – jumpstarting change initiatives 啟動(dòng)變化 – energizing improvement initiatives 加強(qiáng)改進(jìn) – 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(shì)和機(jī)會(huì)；測(cè)量未來(lái)進(jìn)展的基準(zhǔn) ? Selfassessment can provide an impetus for learning, a stimulus for growth, and a trigger for action. 自評(píng)能為學(xué)習(xí)提供動(dòng)力 ， 為發(fā)展提供刺激因素 ， 為行動(dòng)提供驅(qū)動(dòng)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(qǐng)?jiān)谙旅?4頁(yè)回顧管理和過(guò)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(yíng)： 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(guò)可重復(fù)的過(guò)程 、 評(píng)價(jià)和改進(jìn)以及組織單元間的協(xié)調(diào)開(kāi)始執(zhí)行經(jīng)營(yíng) 。 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(píng)估？ ? The assessment is an examination of methods, processes, implementation and results not of individuals’ petence or performance. 評(píng)估是對(duì)方法 、 執(zhí)行和結(jié)果而不是對(duì)個(gè)人能力或業(yè)績(jī)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