Courtesy of DC Government's Ernest Chrappah, below is a transcript of his speaking session on 'Going Digital To Enhance The Customer Experience' to ...
Thousands of organizations use the Baldrige "Criteria for Performance Excellence" to guide enterprises, and achieve so-called Organizational Excellence.
Image credit: GovDelivery.com
According to the 'Baldridge Glossary' (2002) “the term ‘performance excellence’ refers to an integrated approach to organizational performance management that results in the three following outcomes:
1. Delivery of ever-improving value, to customers and stakeholders, that contribute directly to organizational sustainability;
2. Improvement of overall organizational effectiveness and capabilities
3. Organizational and personal learning.
WATCH: What is Performance Excellence?
An excellence model, such as that provided by the Baldridge Foundation, is one of the forces and facilitators of a highly successful organization transformation. The Criteria for Performance Excellence - or, CPE - model is composed of several key components: leadership; analysis, and knowledge management; strategic planning; customer focus; measurement, workforce focus; operations focus; and finally, the importance of results.
WATCH: Criteria for a Performance Excellence Framework, Michael Voss