Performance Excellence Framework
Criteria for Performance Excellence
The purpose of the Criteria is simply to help your organization, no matter what its size, sector, or industry, to answer three questions:
- Is your organization doing as well as it could?
- How do you know?
- What and how should your organization improve or change?
By challenging yourself with the questions that make up the Criteria, you explore how you accomplish what is important to your organization. The questions (divided into six interrelated process categories and the seventh category for results) represent seven critical aspects of managing and performing as an organization:
1) Leadership
How do your senior leaders lead the organization, and how do you govern your organization and fulfill your societal responsibilities?
2) Strategy
How do you develop and implement your strategy?
3) Customers
How do you obtain information from your customers, and how do you engage customers by serving their needs and building relationships?
4) Measurement, Analysis, & Knowledge Management
How do you measure, analyze, and improve organizational performance, and how do you manage your organizational knowledge assets, information, and information technology infrastructure?
5) Workforce
How do you build an effective and supportive workforce environment, and how do you engage your workforce to achieve a high-performance work environment?
6) Operations
How do you design, manage, and improve your essential products and work processes, and how do you ensure effective management of your operations?
7) Results
What are the above categories’ results – or, how do you know what you say you are doing is working?
