ABSTRACT
The award recognizes organizations for performance excellence and service sector leadership improvement. Award recipients need to demonstrate integration throughout their management system and improvement results over a wide range of indicators: customer related, operational, and financial. The award assessment is tailored to an organization through a focus on factors important to the organization, strategy, and competitive success. The United Way of America has created a learning tool that has the potential to support its Excellence in Service Quality Awards program, as well as having the potential for member organizations to use in their selfassessment efforts. Gauging an organization’s readiness for or progress toward a formal culture of continuous improvement requires both an initial as well as periodic organization-wide assessments. The feedback implementation process is a knowledge-based process that takes information from feedback reports and other information sources and develops a strategy for implementing areas of opportunity into the core of the business.
