Business Excellence Assessment( On the basis of world class parameters )

Please answer the following questions about your organization. Each question must be rated on a scale of 1-5, 1 being lowest and 5 being highest.

Note: To enable the users to enter their score and arrive at overall ratings, a separate utility package is also provided in MS Excel file “Business Excellence Scoresheet” . Just click on the next link.

Business Excellence Assessment

Leadership

1. Is the top management having personal visible involvement in all aspects of quality management?

2. Do they actively participate in creating and reinforcing customer focus throughout the organization?

Leadership

3. Do they provide full support to the continuous improvement program by providing appropriate resources?

4. Do they actively involve themselves in recognizing the employee/ team contributions?

Strategic planning

5. Does the company have a common vision which is shared by all the employees in its true sense?

6. Does the company’s strategic planning address realignment of work processes to improve customer focus and operational performance?

Strategic planning

7. Are the company’s strategies targeted for quantified measurable improvement in important areas and Is building for future seen as more important than short term benefits?

Strategic planning

8. Is commitment to resources for new facilities, process improvements and training done considering long term objectives?

9. Does the company’s long term projections of operational performance effectively incorporate comparisons with competitors?

Information management

10. Does the company’s working system and procedures promote easy upward flow of information?

11. Do the employees feel free to share the information?

12. Is the company’s information management system accessible to every one without any difficulty?

Information management

13. Does the company periodically update its information management system?

14. Is the information system reliable and accurate for people to make decisions in time?

Human resource focus

15. Does the company’s business plan consider human resource capabilities for addressing quality leadership opportunities?

16. Is the investment in education and training decided considering employee needs and future business needs?

17. Does the company evaluate its human resource planning using employee feedback?

Human resource focus

18. Does the company have an effective system for setting both quantitative and qualitative targets?

19. Are the employees generally aware and meet the expected performance standards?

20. Does the company make effort to integrate employees job performance with key quality improvement targets and business results?

Human resource focus

21. Does the company have an effective appraisal system which takes care of the career progression of all the employees?

22. Is the company concerned about employee well being?

23. Is the good performance suitably rewarded?

24. Is the employee motivation level high and good performance suitably rewarded ?

Human resource satisfaction

25. Is the company able to realize the full potential of its people and people’s commitment to job is visible?

26. Are the existing system of incentive and reward adequate for maximum employee contribution?

27. Is the company’s image as an employer good and the company is able to attract the best talent?

Customer and market focus

28. Does the company address future needs taking into account competitors and changing customer expectations?

29. Does the company regularly evaluate and improve its processes based in changing customer expectations?

Customer and market focus

30. Does the company set performance standards and reviews them for further improvement?

31. Does the company trace system performance, with reference to set expectation level, using quality measures?

Customer and market focus

32. Does the company regularly evaluate and improve their commitments for service performance to match customer expectations?

33. Does the company promptly resolve all formal and informal customer complaints?

Customer and market focus

34. Does the company regularly determine customer’s current and expected requirements?

35. Does the company determine specific product feature and their relative importance using customer listening techniques like QFD?

Customer and market focus

38. Does the company’s customer satisfaction measure capture key information that reflects their likely future behavior?

39. Is the customer satisfaction level effectively compared with that of your key competitors by studies and independent surveys?

Customer satisfaction

40. Does the company improve its system of determining customer satisfaction on a regular basis?

41. Does the company effectively use customer dissatisfaction indicators for making improvements?

42. Has the company achieved better customer satisfaction for its products and services in relation to its key competitors?

Supplier focus

43. Does the company evaluate supplier performance with specified requirements/parameters through mutually agreed plans?

44. Does the company effectively communicate its quality requirements to the suppliers?

Supplier focus

45. Does the company effectively evaluate if suppliers are meeting its quality requirements?

46. Does the company organize training programs for the suppliers to improve their ability to meet key requirements and response times?

47. Does the company have a system to generate healthy competition among suppliers of similar items to improve performance?

Supplier focus

48. What is the level of your supplier satisfaction?

49. Are the suppliers paid in time ?

50. Does the company constantly endeavor for development of capabilities of its suppliers?

Processes

51. Does the company’s product design consider customer’s implied and future needs?

52. Does the company validate its product designs taking into account performance, process and supplier capabilities?

53. Does the company evaluate and improve design and design processes so as to improve product quality and cycle/response time?

Processes

54. Does the company determine the cause of variation, make corrections and integrate them into the process?

55. Does the company analyze processes to achieve better quality, reduced cycle/response time and better operational performance?

56. Does the company regularly evaluate and the key business processes, their requirements, quality and operational performance?

Processes

57. Does the company regularly analyze and simplify the processes to achieve better quality, cycle-time and operational performance?

58. Does the company effectively use alternative technology for improvement?

59. Does the company effectively use information from customers for business and support service process improvement?

Processes

60. Does the company make efforts to find out information from best in the class and make use of this information for process improvement?

61. Is the criterion of benchmarking well defined and documented?

62. Does the company’s work culture ensure precedence to quality over cost and response time considerations?

63. Is there a judicious planning for balancing cost, quality and time in every decision taken in the organization?

Impact on society

64. Is the company effectively satisfying the needs and expectations of the society at large?

65. Does the company effectively evaluate possible impacts of its products and operations on society?

Impact on society

66. Does the company promote ethical conduct in all activities that it does and are the company’s ad-campaigns truthful and reflect facts?

67. Does the company effectively consider energy conservation and preservation of global resources?

Company specific business results

68. Does your company enjoy product quality leadership for the range of products it deals with?

69. Is the company’s growth over the last financial year comparable with the industry growth?

70. Are the overall financial results better that the last financial year and have the shareholder expectations been met?

Analyze your score

• 281 - 350 : Excellent. You are doing very well, but there is no room for complacency.

• 211 - 280 : Good. With a little effort you can do better.

• 141 - 210 : Average. Your direction is clear, but you need to intensify your efforts to move up.

• Less than 140 : Serious situation. You may not survive for a long time. Immediate action is required to change the present situation.

FICCI CE