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7. Business Results - 450
points
This category examines the organization's performance
and improvement in key business areas - customer satisfaction, product
and service performance, financial and marketplace performance, human
resource results, operational performance and governance and social responsibility.
Also examined are performance levels relative to those of competitors.
| 7.1 |
Customer-Focused Results (75 points)
The organization's key customer-focused results, including customer
satisfaction and customer perceived value. Results are segmented by
customer groups and market segments, as appropriate, and include comparative
data. |
| 7.2 |
Product and Service Results (75 points)
The organization's key product and service performance results.
Results are segmented by product groups, customer groups and market
segments, as appropriate, and include comparative data. |
| 7.3 |
Financial and Market Results (75 points)
The organization's key financial and marketplace performance results
by market segments, as appropriate, and include comparative data. |
| 7.4 |
Human Resource Results (75 points)
The organization's key human resource results, including
work system performance and employee learning, development, well-being
and satisfaction. Results are segmented addressing the diversity of
the workforce and the different types and categories of employees
and include comparative data. |
| 7.5 |
Organizational Effectiveness Results (75 points)
The organization's key operational performance results that
contribute to the achievement of organizational effectiveness. Results
are segmented by product groups and market segments, as appropriate,
and include comparative data. |
| 7.6 |
Governance and Social Responsibility Results (75 points)
The organization's key governance and social responsibility
results, including evidence of fiscal accountability, ethical behavior,
legal compliance, and organizational citizenship. Results are segmented
by business units, as appropriate, and include comparative data. |
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