美國卓越績效評價準(zhǔn)則中英文對照版-P組織簡介

美國卓越績效評價準(zhǔn)則（中英文對照版）-P組織簡介評論：0條查看：96次jackiefeng發(fā)表于2008-12-2310:102008 年美國波多里奇國家質(zhì)量獎CRITERIAFORPERFORMANCEEXCELLENCE卓越績效評價準(zhǔn)則ImportanceofBeginningWithYourOrganizationalProfile從組織簡介開始的重要性：YourOrganizationalProfileiscriticallyimportantbecause:關(guān)于組織的簡介十分重要，因?yàn)椋?itisthemostappropriatestartingpointforself-assessmentandforwritinganapplication;它是自我評價及撰寫申請材料的最恰當(dāng)?shù)钠瘘c(diǎn)；.ithelpsyouidentifypotentialgapsinkeyinformationandfocusonkeyperformancerequirementsandresults;它有助于組織明確關(guān)鍵信息中可能存在的差距并聚焦于關(guān)鍵的績效要求和結(jié)果；專業(yè)資料整理.itisusedbytheExaminersandJudgesinapplicationreview,includingthesitevisit,tounderstandyourorganizationandwhatyouconsiderimportant(youwillbeassessedusingtheCriteriarequirementsinrelationtoyourorganizationsenvironment,relationships,influences,andchallenges,aspresentedinyourOrganizationalProfile);and評審員和評委在開展評審工作，包括現(xiàn)場審核時，據(jù)此來了解中獎組織，了解中獎組織認(rèn)為重要的那些方面(巾獎組織將會被依據(jù)準(zhǔn)則要求，對照在組織簡介中描述的環(huán)境、關(guān)系、影響和挑戰(zhàn)來進(jìn)行評價)；.italsomaybeusedbyitselfforaninitialselfassessment.Ifyouidentifytopicsforwhichconflicting,little,ornoinformationisavailable,itispossiblethattheOrganizationalProfilecanserveasyourcompleteassessment,andyoucanusethesetopicsforactionplanning.它本身也可作為初步的自我評價。如果組織發(fā)現(xiàn)某些主題信息互相矛盾、很少信息或是根本沒有信息，則組織簡介專業(yè)資料整理或許就起到了一次全面評價的作用， 組織就可以針對這些主題來計(jì)劃行動。PPreface:OrganizationalProfileP前言：組織簡介TheOrganizationalProfileisasnapshotofyourorganization,theKEYinfluencesonHOWyouoperate,andtheKEYchallengesyouface.組織簡介是有關(guān)組織、組織運(yùn)營的關(guān)鍵影響因素以及組織所面臨的關(guān)鍵挑戰(zhàn)的一個簡要的描述。P.1OrganizationalDescription:Whatareyourkeyorganizationalcharacteristics?P.1組織的概況：組織的關(guān)鍵特征是什么？Describeyourorganization °OsoperatingenvironmentandyourKEYrelationshipswithCUSTOMERS,suppliers,PARTNERS,andSTAKEHOLDERS.說明組織的經(jīng)營環(huán)境以及與顧客、 供應(yīng)商、合作伙伴和利益相關(guān)者的關(guān)鍵關(guān)系。Withinyourresponse,includeanswerstothefollowingquestions:在報告中，要答復(fù)以下問題：a.OrganizationalEnvironment組織的環(huán)境專業(yè)資料整理(1)Whatareyourorganizationsmainproductsandservices?WhatarethedeliverymechanismsusedtprovideyourproductsandservicestoyourCUSTOMERS?(1)組織的主要產(chǎn)品和服務(wù)是什么？將產(chǎn)品和服務(wù)提供給顧客的交付機(jī)制是怎樣的？(2)Whatisyourorganizationalculture?WhatareyourstatedPURPOSE,VISION,MISSION,andVALUES?(2)組織的文化是什么？組織所主張的宗旨、愿景、使命及價值觀是什么？(3)WhatisyourWORKFORCEprofile?WhatareyourWORKFORCEoremployeegroupsandSEGMENTS?WhataretheirKEYrequirementsandexpectations?Whataretheireducationlevels?WhatareyourorganizationsWORKFORCEandjobDIVERSITY,organizedbargainingunits,KEYbenefits,andspecialhealthandsafetyrequirements?(3)組織的員工概況是怎樣的？員工或雇員群體和細(xì)分情況是怎樣的？他們關(guān)鍵的需求和期望是什么？員工的教育專業(yè)資料整理水平如何？說明員工構(gòu)成和職位構(gòu)成的多樣性、組織化的勞資談判單位、關(guān)鍵利益以及特殊的健康和安全要求是什么？(4)Whatareyourmajorfacilities,technologies,andequipment?(4)組織主要的設(shè)備、技術(shù)和設(shè)施是怎樣的？(5)Whatistheregulatoryenvironmentunderwhichyourorganizationoperates?Whataretheapplicableoccupationalhealthandsafetyregulations;accreditation,certification,orregistrationrequirements;relevantindustrystandards;andenvironmental,financial,andproductregulations?(5)組織運(yùn)營的法規(guī)環(huán)境是怎樣的？有哪些適用的職業(yè)安全和健康法規(guī)，認(rèn)可、認(rèn)證或注冊的要求，相關(guān)行業(yè)標(biāo)準(zhǔn)，環(huán)境、財務(wù)及產(chǎn)品的法規(guī)？b.OrganizationalRelationships組織的關(guān)系(1)WhatareyourorganizationalstructureandGOVERNANCEsystem?Whatarethereportingrelationshipsamongyour專業(yè)資料整理GOVERNANCEboard,SENIORLEADERS,andparentorganization,asappropriate?(1)組織的結(jié)構(gòu)和治理體制是怎樣的？組織的治理機(jī)構(gòu)、高層領(lǐng)導(dǎo)者和隸屬公司之間的報告關(guān)系是怎樣的(適用時回答)？(2)WhatareyourKEYCUSTOMERandSTAKEHOLDERgroupsandmarketSEGMENTS,asappropriate?WhataretheirKEYrequirementsandexpectationsforyourproducts,services,andoperations?WhatarethedifferencesintheserequirementsandexpectationsamongCUSTOMERandSTAKEHOLDERgroupsandmarketSEGMENTS?(2)組織的關(guān)鍵顧客和利益相關(guān)者群體以及細(xì)分市場是怎樣的(適用時回答)？他們對組織的產(chǎn)品、服務(wù)和運(yùn)營的關(guān)鍵要求和期望是什么？不同的顧客和利益相關(guān)者群體以及細(xì)分市場在要求和期望方面有何差異？(3)Whatareyourmostimportanttypesofsuppliers,PARTNERS,COLLABORATORS,anddistributors?Whatroledothesesuppliers,PARTNERS,COLLABORATORS,anddistributorsplayinyourWORKSYSTEMSandthe專業(yè)資料整理productionanddeliveryofyourKEYproductsandservices?Whatrole,ifany,dotheyplayinyourorganizationalINNOVATIONPROCESSES?Whatareyourmostimportantsupplychainrequirements?(3)組織最重要的供應(yīng)商、協(xié)作者、合作伙伴和分銷商類型是怎樣的？這些供應(yīng)商、協(xié)作者、合作伙伴和分銷商在組織的工作系統(tǒng)以及組織關(guān)鍵產(chǎn)品和服務(wù)的生產(chǎn)與交付中起到什么樣的作用？他們在組織的創(chuàng)新過程中具有什么作用(如果有的話)？組織最重要的供應(yīng)鏈的要求是什么？(4)WhatareyourKEYsupplierandCUSTOMERpartneringrelationshipandcommunicationmechanisms?(4)組織與關(guān)鍵供應(yīng)商和顧客的合作關(guān)系及溝通機(jī)制是怎樣的？Notes：注解：N1.Mechanismsforproductandservicedeliverytoyourend-usecustomers(P.1a[11)mightbedirectorthroughdealers,distributors,collaborators,orchannelpartners.N1.將產(chǎn)品和服務(wù)提供給終端顧客的機(jī)制 [P.1a(1)] 可以是直接的，也可以是通過經(jīng)銷商、分銷商、協(xié)作者或其他渠道合作伙伴來實(shí)現(xiàn)。專業(yè)資料整理N2.Workforceoremployeegroupsandsegments(includingorganizedbargainingunits)(P.1a[31)mightbebasedonthetypeofemploymentorcontractreportingrelationship,location,tourofduty,workenvironment,family-friendlypolicies,orotherfactors.N2.員工或雇員群體與細(xì)分(包括組織化的勞資談判單位) [P.1a(3)] 可以基于雇用類型或者合同報告關(guān)系、場所、任期、工作環(huán)境、親善政策，或者其他因素。N3.Marketsegments(P.1b[21)mightbebasedonproductorservicelinesorfeatures,distributionchannels,businessvolume,geography,orotherfactorsthatareimportanttoyourorganizationtodefinerelatedmarketcharacteristics.N3.市場細(xì)分[P.1b(2)]可以是基于產(chǎn)品或服務(wù)線或其特性、分銷渠道、業(yè)務(wù)量、地理區(qū)域，或能使組織確定相關(guān)市場特征的其它重要因素。N4.Customerandstakeholdergroupandmarketsegmentrequirements(P.1b[21)mightincludeon-timedelivery,lowdefectlevels,safety,security,ongoingpricereductions,electroniccommunication,rapidresponse,after-salesservice,sociallyresponsiblebehavior,andcommunityservice.Forsomenonprofit專業(yè)資料整理organizations,requirementsalsomightincludeadministrativecostreductions,at-homeservices,rapidresponsetoemergencies,andmultilingualservices.N4.顧客和利益相關(guān)者群體以及細(xì)分市場的要求 [P.1b(2)] 可包括及時交貨、低缺陷水平、安全保證、持續(xù)降低的價格、電子通訊、快速響應(yīng)、售后服務(wù)、對社會負(fù)責(zé)的行為及社區(qū)服務(wù)。對于某些非營利機(jī)構(gòu)，上述要求可包括行政成本減少、上門服務(wù)、緊急情況下的快速響應(yīng)和多語言服務(wù)。N5.Communicationmechanisms(P.1b[41)shouldbetwowayandmightbeinperson,viae-mail,Web-based,orbytelephone.Formanyorganizations,thesemechanismsmaychangeasmarketplace,customer,orstakeholderrequirementschange.N5.溝通機(jī)制[P.1b(4)]應(yīng)該是雙向的，可以是當(dāng)面的、也可以通過電子郵件、互聯(lián)網(wǎng)、或者電話的方式進(jìn)行。對于許多組織而言，這些溝通機(jī)制會隨著市場、顧客或利益相關(guān)者要求的變化而變化。N6.Whilesomenonprofitorganizationsofferproductsandservices(P.1a[1]),manymightappropriatelyinterpretthisphraseasprogramsorprojectsandservices.N6.某些非營利組織在提供 “產(chǎn)品和服務(wù)”時[P.1a(1)]，可將這個短語適當(dāng)?shù)乇硎鰹?“計(jì)劃或項(xiàng)目和服務(wù)”。N7.Customers(P.1a[11)aretheusersandpotentialusersofyourproducts,programs,andservices.Insomenonprofitorganizations,customersmightincludemembers,專業(yè)資料整理taxpayers,citizens,recipients,clients,andbeneficiaries.Marketsegmentsmightbereferredtoasconstituencies.N7.顧客[P.1a(1)]是指組織的產(chǎn)品、計(jì)劃和服務(wù)的用戶和潛在用戶。在某些非營利組織里，顧客可包括會員、納稅人、公民、接受者、客戶和受益人。細(xì)分市場也可指一批批的顧客。N8.Manynonprofitorganizationsrelyheavilyonvolunteerstoaccomplishtheirwork.Theseorganizationsshouldincludevolunteersinthediscussionoftheirworkforce(P.1a[3]).N8.許多非營利組織在很大程度上依賴志愿者完成他們的工作。這些組織在 [P.1a(3)]員工論題中應(yīng)將志愿者包含在內(nèi)。N9.Fornonprofitorganizations,relevantindustrystandards(P.1a[51)mightincludeindustrywidecodesofconductandpolicyguidance.Thetermindustry-isusedthroughotheCriteriatorefertothesectorinwhichyouoperate.Fornonprofitorganizations,thissectormightbecharitableorganizations,professionalassociationsandsocieties,religiousorganizations,orgovernmententities “orasubsectorooneofthese.N9.對于非營利組織，相關(guān)行業(yè)標(biāo)準(zhǔn) [P.1a(5)]可包括全行業(yè)的行為守則和政策指引。準(zhǔn)則中通篇使用的“行業(yè)”一詞指組織運(yùn)行所處的界別。對非營利組織，這個界別可以是慈善組織、專業(yè)的協(xié)會或社團(tuán)、宗教組織或政府機(jī)構(gòu)，也可以是這些組織的下屬單位。專業(yè)資料整理N10.Forsomenonprofitorganizations,governanceandreportingrelationships(P.1b[11)mightincluderelationshipswithmajoragency,foundation,orotherfundingsources.N10.對于某些非營利組織， 治理和報告關(guān)系 [P.1b(1)]可包括與大機(jī)構(gòu)、基金會或其他基金來源的關(guān)系。Frequently,severalquestionsaregroupedunderone Inumber(e.g.,P.1a[3]).Thesequestionsarerelatedanddonotrequireseparateresponses.Thesemultiplequestionsserveasaguideinunderstandingthefullmeaningoftheinformationbeingrequested.若干個問題常常結(jié)合在同一個編號之下 [如P.1a(3)] 。這些問題是互相關(guān)聯(lián)的，并不要求分別回答。多重的問題有助于理解所要求信息的全部含義。Itemnotesservethreepurposes:(1)toclarifytermsorrequirementspresentedinanItem,(2)togiveInstructionsonrespondingtotheItemrequirements,and(3)toindicatekeylinkagestootherItems.Inallcases,theintent專業(yè)資料整理istohelpyourespondtotheItemrequirements.條目的注解有三個目的：(1)闡明條目中的術(shù)語或要求；提供回答條目要求的指導(dǎo)；(3)指出與其他條目的關(guān)鍵聯(lián)系。所有情況下，都是旨在幫助你就條目要求做出回答。P.2OrganizationalChallenges:Whatareyourkeyorganizationalchallenges?P.2組織的挑戰(zhàn)：組織的關(guān)鍵挑戰(zhàn)是什么？Describeyourorganization ’scompetitiveenvironment,yourKEYSTRATEGICCHALLENGESandadvantages,andyoursystemforPERFORMANCEimprovement.說明組織面臨的競爭環(huán)境、 關(guān)鍵的戰(zhàn)略性挑戰(zhàn)與優(yōu)勢， 以及績效改進(jìn)系統(tǒng)。Withinyourresponse,includeanswerstothefollowingquestions:在報告中，要答復(fù)以下問題：a.CompetitiveEnvironment競爭環(huán)境(1)Whatisyourcompetitiveposition?Whatisyourrelativesizeandgrowthinyourindustryormarketsserved?Whatarethe專業(yè)資料整理numbersandtypesofcompetitorsforyourorganization?(1)組織處于什么樣的競爭位置？在行業(yè)內(nèi)或所在的市場上，組織的相對規(guī)模和成長情況如何？組織的競爭者的數(shù)量和類型如何？(2)Whataretheprincipalfactorsthatdetermineyoursuccessrelativetoyourcompetitors?WhatareanyKEYchangestakingplacethataffectyourcompetitivesituation,includingopportunitiesforINNOVATIONandcollaboration,asappropriate?(2)決定組織能否超過競爭者、取得成功最關(guān)鍵的因素是什么？正在影響組織競爭地位的關(guān)鍵變化有哪些？包括創(chuàng)新與合作的機(jī)會(適用時回答)。(3)WhatareyourKEYavailablesourcesofcomparativeandcompetitivedatafromwithinyourindustry?WhatareyourKEYavailablesourcesofcomparativedatafromoutsideyourindustry?Whatlimitations,ifany,arethereinyourabilitytoobtainthesedata?專業(yè)資料整理(3)在行業(yè)中，組織可獲得的比較性和競爭性數(shù)據(jù)的關(guān)鍵來源有哪些？從行業(yè)外取得比較性數(shù)據(jù)的關(guān)鍵來源有哪些？組織在獲得這些數(shù)據(jù)的能力方面有無什么局限性？b.StrategicContext戰(zhàn)略背景WhatareyourKEYbusiness,operational,andhumanresourceSTRATEGICCHALLENGESandadvantages?WhatareyourKEYSTRATEGICCHALLENGESandadvantagesassociatedwithorganizationalSUSTAINABILITY?組織在關(guān)鍵業(yè)務(wù)、運(yùn)營和人力資源方面所面臨的戰(zhàn)略挑戰(zhàn)與戰(zhàn)略優(yōu)勢是什么？在組織的可持續(xù)發(fā)展方面所面臨的戰(zhàn)略挑戰(zhàn)與戰(zhàn)略優(yōu)勢又是什么？PERFORMANCEImprovementSystemc. 績效改進(jìn)系統(tǒng)WhataretheKEYelementsofyourPERFORMANCEimprovementsystem,includingyourevaluationandLEARNINGPROCESSES組織的績效改進(jìn)系統(tǒng)， 包括評價與學(xué)習(xí)過程在內(nèi)， 有哪些要素？專業(yè)資料整理Notes:注解：N1.Principalfactors(P.2a［21)mightincludedifferentiatorssuchasyourpriceleadership,designservices,innovationrate,geographicproximity,accessibility,andwarrantyandproductoptions.Forsomenonprofitorganizations,differentiatorsalsomightincludeyourrelativeinfluencewithdecisionmakers,ratioofadministrativecoststoprogrammaticcontributions,reputationforprogramorservicedelivery,andwaittimesforservice.N1.關(guān)鍵因素［P.2a(2)］可包括諸如價格領(lǐng)先、設(shè)計(jì)服務(wù)、創(chuàng)新速率、地理優(yōu)勢、易獲取性、以及擔(dān)保和產(chǎn)品可選配置之類的差異化因素。對于某些非營利組織，差異化因素還可包括與決策者之間的相互影響、行政成本與計(jì)劃貢獻(xiàn)的比率、所提供項(xiàng)目或服務(wù)的聲譽(yù)、以及服務(wù)的等待時間。N2.Strategicchallengesandadvantages(P.2b)mightrelatetotechnology,products,youroperations,yourindustry,globalization,yourvaluechain,andpeople.N2.戰(zhàn)略挑戰(zhàn)與戰(zhàn)略優(yōu)勢 (P.2b)可能與技術(shù)、產(chǎn)品、組織運(yùn)營、組織所處的行業(yè)、全球化、組織的價值鏈以及人員相關(guān)。N3.Performanceimprovement(P.2c)isanassessment dimension usedintheScoringSystem toevaluate the maturity of專業(yè)資料整理

anizationalapproachesanddeployment.ThisquestionisintendedtohelpyouandtheBaldrigeExaminerssetanoverallcontextforyourapproachtoperformanceimprovement.Overallapproachestoperformanceimprovement(p.2c)mightincludeimplementingLeanEnterpriseSystem,applyingSixSigmamethodology,yourapproachtoperformanceimprovement.Overallapproachestoperformanceimprovement(p.2c)mightincludeimplementingLeanEnterpriseSystem,applyingSixSigmamethodology,employingusingISO9000:2000standards,orotherprocessimprovementtools.employing績效改進(jìn) 是評分系統(tǒng)中使用的評價尺度，用以評價組織的方法和展開的成熟N3.(P.2c) 度。這一問題旨在幫助組織和質(zhì)量獎評審人員對組織績效改進(jìn)方法有一個整體的背景性的認(rèn)識。過程改進(jìn)的總體方法(P.2c)可以包括實(shí)施精益系統(tǒng)，應(yīng)用六西格瑪 ISO9000 ：2000標(biāo)準(zhǔn)，或應(yīng)用其它方法，采用 過程改進(jìn)工具。N4.Nonprofitorganizationsfrequentlyareinaverycompetitiveenvironment;theyoftenmustcompetewithotherorganizationsandwithalternativesourcesforsimilarservicestosecurefinancialandvolunteerresources,membership,visibilityinappropriatecommunities,andmediaattention.N4.非營利組織通常處在一個激烈競爭的環(huán)境中。他們必須經(jīng)常與其它組織或能提供類似服務(wù)的機(jī)構(gòu)進(jìn)行競爭，以爭奪財政的及志愿者的資源、會員資格、相關(guān)社區(qū)的知名度以及媒體關(guān)注等。N5.Fornonprofitorganizations,thetermbusine