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

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:

• "Describe also HOW your organization builds a CUSTOMER-focused culture."

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?"

 

2012 Baldrige Criteria Navigator

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

2012 Baldrige Criteria Changes: Item 3.2 Customer Engagement