Category 7 is the most important of the seven categories and is worth almost half of the total points in a Baldrige assessment (450/1000). All the important results that an organization tracks are asked about here. There are a total of six items in this section: 7.1 Product and Service Outcomes; 7.2 Customer-Focused Results; 7.3 Financial and Market Results; 7.4 Human Resource Results; 7.5 Organizational Effectiveness Results; and 7.6 Leadership and Social Responsibility Results. In all of these six items, you are expected to show excellent levels of performance compared to other organizations, and trends that show stable or improving performance over multiple years.
Summarize your organization s key product and service performance results . Segment your results by product and service types and groups, customer groups, and market segments, as appropriate. Include appropriate comparative data.
This important first item of results asks for data on factors such as quality, timeliness, and other important metrics that link back to customer requirements. An airline might report on-time landings; a hospital would put clinical outcome measures here; a school might report student test scores; a business might report defects found in products. This section is worth slightly more points than the other five in this category because it addresses the major reasons the organization exists. Trends should be shown over five or more years, and all measures should show comparisons of your organization s performance to that of competitors,...
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