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卓越绩效管理自我评价表
企业自我评价人员(签名):
区县质监局参与人员(签名):
企业名称(盖章)
区县质监局(盖章)
说明: 请各区县质监局与企业自评人员一道,分别在实施卓越绩效管理模式前和实施后,根据企业实际情况,在相应的“□”内打“√”,并在“ ”上做简单说明,回答相应问题。
第1部分 领导
(1) 组织高层领导如何建立组织的价值观和绩效期望,并组织贯彻?高层领导如何为顾客及相关受益者创造并平衡价值?
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(2) 组织的领导如何为遵守法律法规、恪守诚信经营等行为创造环境?
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(3) 高层领导如何评价组织的绩效和应变能力?
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(4) 对于本组织的产品、服务和经营对社会带来的影响,组织采取了哪些措施?
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(5) 组织如何积极地支持公益事业?
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第2部分战略
(1) 组织的整体战略策划过程是什么?
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(2) 组织的战略策划是否考虑了顾客和市场的需求、期望和机会?是否考虑了经济、社会和道德的、法规的和其它潜在的风险?
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(3) 组织的长、短期战略目标是什么?如何平衡所有受益者的需求?
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(4) 组织如何实施战略,以实现主要的战略目标?
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第3部分 顾客与市场
(1) 组织如何了解顾客需求和期望?
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(2) 组织如何确定目标顾客群和细分市场?
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(3) 组织如何与顾客建立良好的相互关系,赢得顾客,满足并超越他们的期望?
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(4) 组织的投诉管理程序是什么?如何确保投诉能得到有效的、及时的处理?
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(5) 组织如何测量顾客满意和不满意?如何将顾客满意和不满意的信息用于改进?
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第4 部分 资源
(1) 组织是否建立了系统的工作体系,如何进行员工的教育、培训和实现员工职业发展,以促进员工的合作、主动性、创新性,不断适应组织的经营发展需要?
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(2) 组织如何确定影响员工权益、满意程度和积极性的关键因素?如何评价和测量员工的福利、满意程度和积极性?
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(3) 组织如何确定资金需求,保证资金供给?
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(4) 组织如何确定和提供所必须的基础设施?
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(5) 组织如何配备获取、传递、分析和发布数据和信息的设施,建立和运行信息管理系统?
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(6) 组织如何对其拥有的技术进行评估,并与同行先进水平进行比较分析?
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(7) 组织如何与供方和合作伙伴建立良好的合作关系,共同提高过程的有效性和效率?
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第5部分 过程管理
(1) 组织如何确定主要的价值创造过程?
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(2) 组织主要的价值创造过程的关键要求是什么?
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(3) 组织如何对主要价值创造过程进行设计以满足所有的关键要求?
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(4) 用于主要价值创造过程控制和改进的主要绩效测量或指标是什么?
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(5) 组织如何确定主要支持过程?
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(6) 组织的主要支持过程的关键要求是什么?
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第6部分 测量、分析与改进
(1) 组织是否选择、收集、整理数据和信息,监测日常工作以及组织整体绩效?
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(2) 如何确保数据和信息分析用于组织绩效的评审以及战略的策划?
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(3) 如何确保所获得数据和信息的可用性,如何使员工、供方与合作伙伴、顾客在需要时易于获得相关数据和信息?
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(4) 如何管理组织的知识,对来自员工、顾客、供方和合作伙伴的相关信息、知识进行传递、分享?
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(5) 组织如何充分和灵活地使用测量和分析的结果,改进各部门、各层次的绩效,并促进相关方绩效的提高?
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第7部分经营结果
(1) 顾客满意、不满意结果当前的水平和发展趋势怎样?
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(2) 组织对顾客十分重要的产品和服务的结果、当前的水平及发展趋势怎样?
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(3) 组织市场占有率的主要测量或指标当前的水平和发展趋势怎样?
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(4) 组织财务绩效的测量或指标,当前的水平和发展趋势怎样?
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(5) 员工学习、发展、权益、满意程度的主要测量结果当前水平和发展趋势怎样?
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(6) 组织的过程有效性结果当前的水平和发展趋势怎样?包括生产率、周期等。
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(7) 组织履行公民义务,支持公益事业的主要结果怎样?
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(8) 组织遵守法律法规的主要测量或指标的结果怎样?
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附件3:
卓越绩效自我评价打分表
单位名称: 年 月 日
填表人: 联系电话:
说明:1、□中的数字代表相应的分值。
2、按自我评价表中所处的水平在上表中选择相应的分数打√。
3、将各部分所得分数相加后填写在“总分”处