3.1 Voice of the Customer

3.1 Voice of the Customer: 2012 Baldrige Criteria for Performance Excellence Changes

Additions to the 2012 Criteria are highlighted in yellow below

2011 BN 3.1

 

Deletions from the previous Criteria version

Note: 81 unique Criteria questions ('Multiple Requirements) have been deleted from the previous version of Item 3.1.

The following requirement in the introductory paragraph of the "CUSTOMER Focus" Category has been deleted: 77

The following requirement in the "Voice of the CUSTOMER" Item TITLE has been deleted:

The following requirement in the introductory paragraph of the "Voice of the CUSTOMER" Item has been deleted:

The following Criteria questions have been deleted from the "Voice of the CUSTOMER" Item:

  1. "HOW do your [CUSTOMER Satisfaction] determination methods enable aggregation of data for use in improvement throughout your organization, as appropriate?"

  2. "HOW do your [CUSTOMER Satisfaction] determination methods enable aggregation of data for use in improvement by your PARTNERS, as appropriate?"

  3. "HOW do your [CUSTOMER Satisfaction] determination methods enable ANALYSIS of data for use in improvement throughout your organization, as appropriate?"

  4. "HOW do your [CUSTOMER Satisfaction] determination methods enable ANALYSIS of data for use in improvement by your PARTNERS, as appropriate?"

  5. "HOW do your [CUSTOMER ENGAGEMENT] determination methods enable aggregation of data for use in improvement throughout your organization, as appropriate?"

  6. "HOW do your [CUSTOMER ENGAGEMENT] determination methods enable aggregation of data for use in improvement by your PARTNERS, as appropriate?"

  7. "HOW do your [CUSTOMER ENGAGEMENT] determination methods enable ANALYSIS of data for use in improvement throughout your organization, as appropriate?"

  8. "HOW do your [CUSTOMER ENGAGEMENT] determination methods enable ANALYSIS of data for use in improvement by your PARTNERS, as appropriate?"

  9. "HOW do you use information on your CUSTOMERS' satisfaction relative to their satisfaction with your competitors?"

  10. "HOW do you use information on your CUSTOMERS satisfaction relative to the satisfaction LEVELS of CUSTOMERS of other organizations providing similar products, as appropriate?"

  11. "HOW do you use information on your CUSTOMERS satisfaction relative to industry BENCHMARKS, as appropriate?"

  12. "HOW do you identify how [key CUSTOMER] requirements will differ across CUSTOMERS?"

  13. "HOW do you identify how [key CUSTOMER] requirements will differ across CUSTOMER groups?"

  14. "HOW do you identify how [key CUSTOMER] requirements will differ across market SEGMENTS?"

  15. "HOW do you identify how [key CUSTOMER] requirements will differ across the CUSTOMER life cycle?"

  16. "HOW do you anticipate how [key CUSTOMER] requirements will differ across CUSTOMERS?"

  17. "HOW do you anticipate how [key CUSTOMER] requirements will differ across CUSTOMER groups?"

  18. "HOW do you anticipate how [key CUSTOMER] requirements will differ across market SEGMENTS?"

  19. "HOW do you anticipate how [key CUSTOMER] requirements will differ across the CUSTOMER life cycle?"

  20. "HOW do you use customer information to identify KEY CUSTOMER product requirements and their relative importance to CUSTOMERS purchasing decisions?"

  21. "HOW do you use customer information to identify KEY CUSTOMER product requirements and their relative importance to CUSTOMERS relationship decisions?"

  22. "HOW do you use customer information to identify KEY CUSTOMER product feature requirements and their relative importance to CUSTOMERS purchasing decisions?"

  23. "HOW do you use customer information to identify KEY CUSTOMER product feature requirements and their relative importance to CUSTOMERS relationship decisions?"

  24. "HOW do you use customer information to identify changing [CUSTOMER] expectations and their relative importance to CUSTOMERS purchasing decisions?"

  25. "HOW do you use customer information to identify changing [CUSTOMER] expectations and their relative importance to CUSTOMERS relationship decisions?"

  26. "HOW do you use customer information to anticipate KEY CUSTOMER product requirements and their relative importance to CUSTOMERS purchasing decisions?"

  27. "HOW do you use customer information to anticipate KEY CUSTOMER product requirements and their relative importance to CUSTOMERS relationship decisions?"

  28. "HOW do you use customer information to anticipate KEY CUSTOMER product feature requirements and their relative importance to CUSTOMERS purchasing decisions?"

  29. "HOW do you use customer information to anticipate KEY CUSTOMER product feature requirements and their relative importance to CUSTOMERS relationship decisions?"

  30. "HOW do you use customer information to anticipate changing [CUSTOMER] expectations and their relative importance to CUSTOMERS purchasing decisions?"

  31. "HOW do you use customer information to anticipate changing [CUSTOMER] expectations and their relative importance to CUSTOMERS relationship decisions?"

  32. "HOW do you use market information to identify KEY CUSTOMER product requirements and their relative importance to CUSTOMERS purchasing decisions?"

  33. "HOW do you use market information to identify KEY CUSTOMER product requirements and their relative importance to CUSTOMERS relationship decisions?"

  34. "HOW do you use market information to identify KEY CUSTOMER product feature requirements and their relative importance to CUSTOMERS purchasing decisions?"

  35. "HOW do you use market information to identify KEY CUSTOMER product feature requirements and their relative importance to CUSTOMERS relationship decisions?"

  36. "HOW do you use market information to identify changing [CUSTOMER] expectations and their relative importance to CUSTOMERS purchasing decisions?"

  37. "HOW do you use market information to identify changing [CUSTOMER] expectations and their relative importance to CUSTOMERS relationship decisions?"

  38. "HOW do you use market information to anticipate KEY CUSTOMER product requirements and their relative importance to CUSTOMERS purchasing decisions?"

  39. "HOW do you use market information to anticipate KEY CUSTOMER product requirements and their relative importance to CUSTOMERS relationship decisions?"

  40. "HOW do you use market information to anticipate KEY CUSTOMER product feature requirements and their relative importance to CUSTOMERS purchasing decisions?"

  41. "HOW do you use market information to anticipate KEY CUSTOMER product feature requirements and their relative importance to CUSTOMERS relationship decisions?"

  42. "HOW do you use market information to anticipate changing [CUSTOMER] expectations and their relative importance to CUSTOMERS purchasing decisions?"

  43. "HOW do you use market information to anticipate changing [CUSTOMER] expectations and their relative importance to CUSTOMERS relationship decisions?"

  44. "HOW do you use customer information to identify KEY CUSTOMER product requirements and their relative importance to CUSTOMERS purchasing decisions?"

  45. "HOW do you use customer information to identify KEY CUSTOMER product requirements and their relative importance to CUSTOMERS relationship decisions?"

  46. "HOW do you use customer information to identify KEY CUSTOMER product feature requirements and their relative importance to CUSTOMERS purchasing decisions?"

  47. "HOW do you use customer information to identify KEY CUSTOMER product feature requirements and their relative importance to CUSTOMERS relationship decisions?"

  48. "HOW do you use customer information to identify changing [CUSTOMER] expectations and their relative importance to CUSTOMERS purchasing decisions?"

  49. "HOW do you use customer information to identify changing [CUSTOMER] expectations and their relative importance to CUSTOMERS relationship decisions?"

  50. "HOW do you use customer information to anticipate KEY CUSTOMER product requirements and their relative importance to CUSTOMERS purchasing decisions?"

  51. "HOW do you use customer information to anticipate KEY CUSTOMER product requirements and their relative importance to CUSTOMERS relationship decisions?"

  52. "HOW do you use customer information to anticipate KEY CUSTOMER product feature requirements and their relative importance to CUSTOMERS purchasing decisions?"

  53. "HOW do you use customer information to anticipate KEY CUSTOMER product feature requirements and their relative importance to CUSTOMERS relationship decisions?"

  54. "HOW do you use customer information to anticipate changing [CUSTOMER] expectations and their relative importance to CUSTOMERS purchasing decisions?"

  55. "HOW do you use customer information to anticipate changing [CUSTOMER] expectations and their relative importance to CUSTOMERS relationship decisions?"

  56. "HOW do you use product information to identify KEY CUSTOMER product requirements and their relative importance to CUSTOMERS purchasing decisions?"

  57. "HOW do you use product information to identify KEY CUSTOMER product requirements and their relative importance to CUSTOMERS relationship decisions?"

  58. "HOW do you use product information to identify KEY CUSTOMER product feature requirements and their relative importance to CUSTOMERS purchasing decisions?"

  59. "HOW do you use product information to identify KEY CUSTOMER product feature requirements and their relative importance to CUSTOMERS relationship decisions?"

  60. "HOW do you use product information to identify changing [CUSTOMER] expectations and their relative importance to CUSTOMERS purchasing decisions?"

  61. "HOW do you use product information to identify changing [CUSTOMER] expectations and their relative importance to CUSTOMERS relationship decisions?"

  62. "HOW do you use product information to anticipate KEY CUSTOMER product requirements and their relative importance to CUSTOMERS purchasing decisions?"

  63. "HOW do you use product information to anticipate KEY CUSTOMER product requirements and their relative importance to CUSTOMERS relationship decisions?"

  64. "HOW do you use product information to anticipate KEY CUSTOMER product feature requirements and their relative importance to CUSTOMERS purchasing decisions?"

  65. "HOW do you use product information to anticipate KEY CUSTOMER product feature requirements and their relative importance to CUSTOMERS relationship decisions?"

  66. "HOW do you use product information to anticipate changing [CUSTOMER] expectations and their relative importance to CUSTOMERS purchasing decisions?"

  67. "HOW do you use product information to anticipate changing [CUSTOMER] expectations and their relative importance to CUSTOMERS relationship decisions?"

  68. "HOW do you keep your APPROACHES for CUSTOMER listening current with business needs?"

  69. "HOW do you keep your APPROACHES for CUSTOMER listening current with business directions?"

  70. "HOW do you keep your APPROACHES for determination of CUSTOMER satisfaction current with business needs?"

  71. "HOW do you keep your APPROACHES for determination of CUSTOMER satisfaction current with business directions?"

  72. "HOW do you keep your APPROACHES for determination of CUSTOMER dissatisfaction current with business needs?"

  73. "HOW do you keep your APPROACHES for determination of CUSTOMER dissatisfaction current with business directions?"

  74. "HOW do you keep your APPROACHES for determination of CUSTOMER ENGAGEMENT current with business needs?"

  75. "HOW do you keep your APPROACHES for determination of CUSTOMER ENGAGEMENT current with business directions?"

  76. "HOW do you keep your APPROACHES for use of CUSTOMER data current with business needs?"

  77. "HOW do you keep your APPROACHES for use of CUSTOMER data current with business directions?"

2012 Baldrige Criteria . . . now in two flavors

 Baldrige Criteria                   Baldrige Articulated Criteria 15P2

  Original                                   Articulated

2012 Baldrige ARTICULATED Criteria . . . now approved for use by more than 20 national quality awards

(ARTICULATED = Improved understanding + More efficient = More practical)

2012 Baldrige Criteria Navigator

Click on the Criteria Navigator below to see all the additions and deletions - here at B21 and only here

 

P

Preface: Organizational Profile

 

P.1

Organizational Description

 

P.2

Organizational Situation

Category and Items

Point Values

1

Leadership

120

 

1.1

Senior Leadership

  70

 

1.2

Governance and Societal Responsibilities

  50

2

Strategic Planning

85

 

2.1

Strategy Development

  40

 

2.2

Strategy Implementation

  45

3

Customer Focus

85

 

3.1

Voice of the Customer

  45

 

3.2

Customer Engagement

  40

4

Measurement, Analysis, and Knowledge Management

90

 

4.1

Measurement, Analysis, and Improvement of Organizational Performance

  45

 

4.2

Management of Information, Knowledge, and Information Technology

  45

5

Workforce Focus

85

 

5.1

Workforce Environment

  40

 

5.2

Workforce Engagement

  45

6

Operations Focus

85

 

6.1

Work Systems

  45

 

6.2

Work Processes

  40

7

Results

450

 

7.1

Product and Process Outcomes

120

 

7.2

Customer-Focused Outcomes

  90

 

7.3

Workforce-Focused Outcomes

  80

 

7.4

Leadership and Governance Outcomes

  80

 

7.5

Financial and Market Outcomes

  80

 

 

TOTAL POINTS

1,000

 

Thank you for using and hopefully sharing the only truly integrated versions of the Baldrige Criteria. Paul Steel

 

2012 Baldrige Criteria Response Templates . . . accelerating excellence

Baldrige Criteria Response Template Mini

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2012 Baldrige Criteria Changes: Item 3.1 Voice of the Customer