3.2 Customer Engagement

3.2 Customer Engagement: 2012 Baldrige Education Criteria for Performance Excellence

2011 ED 3.2 Customer Engagement

2011 ED 3.2 Notes

Text additions to this Item of the 2012 Education Criteria are highlighted in yellow below

2011 ED 3.2 Additions

Deletions from the previous Criteria

Note: 38 unique Criteria questions and/or requirements have been deleted from the previous education 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 EDUCATIONAL PROGRAMS current with your organization's needs?"

  2. "HOW do you keep your APPROACHES for identifying EDUCATIONAL PROGRAMS current with your organization's directions?"

  3. "HOW do you keep your APPROACHES for identifying EDUCATIONAL OFFERINGS current with your organization's needs?"

  4. "HOW do you keep your APPROACHES for identifying EDUCATIONAL OFFERINGS current with your organization's directions?"

  5. "HOW do you keep your APPROACHES for identifying EDUCATIONAL SERVICES current with your organization's needs?"

  6. "HOW do you keep your APPROACHES for identifying EDUCATIONAL SERVICES current with your organization's directions?"

  7. "HOW do you keep your APPROACHES for innovating EDUCATIONAL PROGRAMS current with your organization's needs?"

  8. "HOW do you keep your APPROACHES for innovating EDUCATIONAL PROGRAMS current with your organization's directions?"

  9. "HOW do you keep your APPROACHES for innovating EDUCATIONAL OFFERINGS current with your organization's needs?"

  10. "HOW do you keep your APPROACHES for innovating EDUCATIONAL OFFERINGS current with your organization's directions?"

  11. "HOW do you keep your APPROACHES for innovating EDUCATIONAL SERVICES current with your organization's needs?"

  12. "HOW do you keep your APPROACHES for innovating EDUCATIONAL SERVICES current with your organization's directions?"

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

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

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

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

  17. "HOW do you determine your KEY mechanisms to support use of your EDUCATIONAL PROGRAMS?"

  18. "HOW do you determine your KEY mechanisms to support use of your EDUCATIONAL OFFERINGS?"

  19. "HOW do you determine your KEY mechanisms to support use of your EDUCATIONAL SERVICES?"

  20. "HOW do you create an organizational culture that ensures a consistently positive student experience that contributes to CUSTOMER ENGAGEMENT?"

  21. "HOW do you create an organizational culture that ensures a consistently positive STAKEHOLDER experience that contributes to CUSTOMER ENGAGEMENT?"

  22. "HOW do your WORKFORCE PERFORMANCE management system reinforce this culture [that consistently ensures a positive student and STAKEHOLDER experience that contributes to CUSTOMER ENGAGEMENT]?"

  23. "HOW do your WORKFORCE development system reinforce this culture [that consistently ensures a positive student and STAKEHOLDER experience that contributes to CUSTOMER ENGAGEMENT]?"

  24. "HOW do your leader development system reinforce this culture [that consistently ensures a positive student and STAKEHOLDER experience that contributes to CUSTOMER ENGAGEMENT]?"

  25. "HOW do you keep your APPROACHES for creating a student-focused culture current with organizational needs?"

  26. "HOW do you keep your APPROACHES for creating a student-focused culture current with organizational directions?"

  27. "HOW do you keep your APPROACHES for creating a STAKEHOLDER-focused culture current with organizational needs?"

  28. "HOW do you keep your APPROACHES for creating a STAKEHOLDER-focused culture current with organizational directions?"

  29. "HOW do you keep your APPROACHES for building student relationships current with organizational needs?"

  30. "HOW do you keep your APPROACHES for building student relationships current with organizational directions?"

  31. "HOW do you keep your APPROACHES for building STAKEHOLDER relationships current with organizational needs?"

  32. "HOW do you keep your APPROACHES for building STAKEHOLDER relationships current with organizational directions?"

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

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

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

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

2012 Baldrige Education Criteria Navigator

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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

Student Learning 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

Budgetary, Financial and Market Outcomes

  80

 

 

TOTAL POINTS

1,000

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2012 Baldrige Education Criteria Item 3.2 Customer Engagement