CRITERIA . . .for Performance Excellence from the
Malcolm Baldrige National Quality Award
2. Strategic Planning
3. Customer Market
Focus
4. Information & Analysis
5. Human Resource
Focus
6. Process Management
7. Business Results
- Thinking like a customer.
- Understanding opinions and motivations.
- Linking customer research with Report My Service customer feedback
- Dealing with reluctance to change.
- Integrating survey planning and results management into your business plan.
- Utilizing information you learn from research to achieve goals.
- Ensuring that your marketing message is real to customers.
- Linking customer research with organizational culture.
- Learning how to measure the ROI for employee training.
