Self-assessment questionnaire

This is a reproduction of the contents of the 2003 Management Today/

Unisys Service Excellence Awards, self-assessment questionnaire.

Unisys Limited. December 2002. All rights reserved.

Please complete the following information about yourself:

Who is the person sponsoring providing commitment, time and resource.

Please provide the following organisation details, and then select your preferred Award category:

Please provide the following supplementary organisation details (space is provided for comments and explanations):

In no more than 500 words, please describe the nature and scope of your business activities. ( Note: only the first 500 words will be taken into account.)

1. Customer intelligence

This vector of the assessment addresses how you build an understanding of the needs and expectations of your customers, and how they perceive your performance.

Please mark a box in the your response column against the line that best describes the degree to which your organisation reflects the following statements. You should be confident in your ability to support your answer with documentary evidence when requested. The Judges will mark down unsubstantiated responses. Please limit your supporting comments to no more than 50 words.

Space is provided at the end of each section for additional written evidence in support of your entry.

Please complete the customer intelligence supporting data questions belo

In 500 words or less, please provide details of things you do that you consider being examples of customer intelligence best practice.

2. Operational effectiveness

This vector of the assessment addresses how effective your...