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CONCEPT
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START UP
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ON THE WAY
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MATURE
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Results Orientation
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All relevant stakeholders are identified
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Stakeholder needs are assessed in a structured way
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Transparent mechanisms exist to balance stakeholder expectations
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Customer Focus
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Customer satisfaction is assessed
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Goals & targets are linked to customer needs & expectations. Loyalty issues are researched
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Business drivers of customer satisfaction needs & loyalty issues are understood
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Leadership and Constancy of Purpose
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Visionand Mission, are defined
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Policy, People and Processes are aligned &A leadership “Model” exists
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Shared Values and Ethical role models exist at all organizational levels
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Management byProcesses and Facts
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Processes to achieve desired results are defined
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Comparative data and information is used to set challenging goals
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Process capability is fully understood and used to drive performance improvements
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People Development& Involvement
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People accept ownership and responsibility to solve problems
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People are innovative and creative in furthering organizational objectives
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People are empowered to act and openly share knowledge and experience
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Continuous Learning,Innovation and Improvement
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Improvement opportunities are identified and acted on
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Continuous improvement is an accepted objective for every individual
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Successful innovation and improvement is widespread and integrated
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Partnership Development
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Aprocess exists for selecting and managing suppliers
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Supplier improvement and achievements are recognised and key external partners are identified
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The organisation and its key partners are interdependent. Plans and policies are co-developed on the basis of shared knowledge
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Corporate Social Responsibility
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Legaland regulatory requirements are understood and met
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There is active involvement in ‘society
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Societal expectations are measured and actioned
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