| Standards, Systems and Monitoring Our organisation uses clearly defined production and service standards
and has defined responsibilities
for implementing, monitoring and reviewing production output and service delivery.
|
Service standards; monitoring and reviewing procedures; role/ responsibilities
descriptions; Organisation structure
|
|
7
|
Our organisation’s production/service delivery process achieves the required level of quality for the market.
|
Customer satisfaction rates; error rates; percentage of re-work; market share/service coverage
|
|
8
|
Our organisation involves employees in a culture of continuous improvement. Our organisation solicits staff opinions and uses them to improve production and service.
|
Number of suggested improvements from employees by type; Suggestions made to suggestions implemented ratio; Savings resulting from employee suggestions
|
|
9
|
Staffing
Our organisation allocates adequate resources to meet the required production output and standard of service promised to customers.
|
Employee satisfaction
rate; Profits per employee; Revenue per employee
|
|
