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Please select a cell to the right of each question.
Totally
Partially
Hardly
No or Don't Know
5 Points
3 Points
1 Point
1. Does your enterprise have a current strategic plan?
2. Does the plan articulate
outcomes (results) the enterprise seeks to achieve?
3.
Does the plan define outcomes
customers want to achieve by working with the enterprise?
4. Have all managers and
supervisors seen the strategic plan?
5. Have all line employees seen the
strategic plan?
6.
Are business unit and/or
department plans written to enable execution of the strategic plan at that
level?
7. Do personnel reviews address
contribution to strategic plan outcomes?
8. Does the enterprise have written
policies covering critical priorities?
9. Is "good service" viewed as one
of the enterprise's top priorities?
10. a) Using only one word, define what "service" means to you:
b) Would everyone on the management team give the same definition?
11. Is there a written customer
satisfaction policy?
12. Is there consensus on who "the
customer" is?
13.
Is there a mechanism or method
for determining who "the customer" is at the department, functional or work group
level?
14. Is there a defined and
practiced method for uncovering customer priorities?
15.
Is
"success" defined and measured in terms of the degree to which:
a) The
enterprise achieves its self-defined desired outcomes?
b)
Customers' desired outcomes (ultimate results) are achieved?
c)
Customers' undesired outcomes are avoided or reduced?
d) Services
or products they receive have the most desired characteristics?
e)
The
customers' experience acquiring your service or products is
satisfying?
16.
Do
employees agree on the top 3 priority products/ services produced by:
a) The
enterprise?
b) Each
department or functional group within the organization?
17.
Please TOTAL the
points in each checked column for questions 1-16 (Total possible = 105)
Totally
Partially
Hardly
TOTAL
0
0
0
0
18. Which question above do you
most wish you could have said "Yes-Totally" to?
19.
Which one of the items in
Question #15 have been the principal focus of your enterprise improvement or
innovation efforts in the past 5 years? (a, b, c, d or e)
*The results will be emailed to you by pressing the "Enter" button.
If this is a prework
assignment for a workshop or if you would just like to talk about how you can
improve your score, please email to peggy@imtC3.com.
