3.2 Customer Engagement

3.2 Customer Engagement: 2012 Baldrige Criteria for Performance Excellence Changes

Additions to the 2012 Criteria are highlighted in yellow below

 

2011 BN 3.2

Deletions from the previous Criteria version

Note: 21 unique Criteria questions and/or requirements have been deleted from the previous version of Item 3.2.

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

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

  1. "HOW do you keep your APPROACHES for identifying product offerings current with business needs?"

  2. "HOW do you keep your APPROACHES for identifying product offerings current with business directions?"

  3. "HOW do you keep your APPROACHES for innovating product offerings current with business needs?"

  4. "HOW do you keep your APPROACHES for innovating product offerings current with business directions?"

  5. "HOW do you keep your APPROACHES for providing CUSTOMER support current with business needs?"

  6. "HOW do you keep your APPROACHES for providing CUSTOMER support current with business directions?"

  7. "HOW do you determine your KEY mechanisms to support use of your products ?"

  8. "HOW do you create an organizational culture that ensures a consistently positive CUSTOMER experience?"

  9. "HOW do you create an organizational culture that contributes to CUSTOMER ENGAGEMENT?"

  10. "HOW do[es] your WORKFORCE PERFORMANCE management system reinforce [your organizational] culture?"

  11. "HOW do[es] your WORKFORCE development system reinforce [your organizational] culture?"

  12. "HOW do[es] your leader development system reinforce [your organizational] culture?"

  13. "HOW do you keep your APPROACHES for creating a CUSTOMER-focused culture current with business needs?"

  14. "HOW do you keep your APPROACHES for creating a CUSTOMER-focused culture current with business directions?"

  15. "HOW do you keep your APPROACHES for building CUSTOMER relationships current with business needs?"

  16. "HOW do you keep your APPROACHES for building CUSTOMER relationships current with business directions?"

  17. "HOW does your complaint management SYSTEM enable aggregation of complaints for use in improvement throughout your organization?"

  18. "HOW does your complaint management SYSTEM enable aggregation of complaints for use in improvement by your PARTNERS, as appropriate?"

  19. "HOW does your complaint management SYSTEM enable ANALYSIS of complaints for use in improvement throughout your organization?"

  20. "HOW does your complaint management SYSTEM enable ANALYSIS of complaints for use in improvement by your PARTNERS, as appropriate?"

  21.  

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

Baldrige Excellence Resources 

 

Information provided on www.Baldrige21.com is not intended  to represent the views of the Baldrige Performance Excellence Program @ http://www.nist.gov/baldrige

 

2012 Baldrige Criteria Changes: Item 3.2 Customer Engagement