III.E.1 Organizational and Performance Excellence
Excerpt From The Certified Manager of Quality/Organizational Excellence Handbook
An overview of the BPEP criteria categories follows.
Preface: organizational profile. This is a snapshot of the applying organization, the key organizational characteristics, and the organization’s strategic situation. The preface identifies the organization’s product/service offerings, the vision and mission, a profile of its workforce, major physical assets, regulatory requirements, organizational structure, customers and stakeholders, and suppliers and partners.
1. Leadership. This category examines how the organization’s senior leaders guide and sustain the organization, and communicate with the workforce. Also examined are the organization’s governance and how the organization addresses its ethical, legal, and societal responsibilities.
2. Strategic Planning. This category examines how the organization develops strategic objectives and action plans. Also examined is how the chosen strategic objectives and action plans are deployed and changed if circumstances require, and how progress is measured.
3. Customer Focus. This category examines how the organization engages its customers for long-term marketplace success. Also examined is how the organization listens to the voice of its customers, builds customer relationships, and uses customer information to improve and identify opportunities for innovation.
4. Measurement, Analysis, and Knowledge Management. This category examines how the organization selects, gathers, analyzes, manages, and improves its data, information, and knowledge assets, and how it manages its information technology. Also examined is how the organization reviews its performance in order to improve.
5. Workforce Focus. This category examines the organization’s ability to access workforce capability and capacity needs and build a workforce environment conducive to high performance. Also examined is how the organization engages, manages, and develops the workforce to utilize its full potential in alignment with the organization’s overall mission, strategy, and action plans.
6. Operations Focus. This category examines how the organization designs, manages, and improves its work systems and work processes to deliver customer value and achieve organizational success and sustainability. Also examined is the organization’s readiness for emergencies.
7. Results. This category examines the organization’s performance and improvement in all key areas—product and process outcomes, customer-focused outcomes, leadership and governance outcomes, and financial and market outcomes. Performance levels are examined relative to those of competitors and other organizations with similar product offerings.
Organizational Excellence Technical Committee (OETC)
Quality Management BOK Reference
III Management Elements and Methods
III.E Quality Models and Theories
III.E.1 Organizational and Performance Excellence - Define and describe common elements and criteria of performance excellence models such as the Malcolm Baldrige National Quality Award (MBNQA), Excellence Canada, and European Excellence Award (EFQM). Describe how these programs are used as management models to improve processes at an organization level.
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