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