ABSTRACT

According to Section 2.0 of the Baldrige Award criteria, a balanced set of metrics for any organization should include roughly the same amount of data in each of the following boxes: customer satisfaction; employee satisfaction; financial performance; operational performance; product/service quality; supplier performance; and safety/environmental/public responsibility. This chapter allows users to evaluate the measures and measurement system used in their own organizations. Users will learn the characteristics of an effective measurement system and how well theirs stand up to these standards and practices. The questionnaire is divided into three parts: Part I is about users' overall approach to measurement; Part II asks about specific types of measures; and Part III is about how to analyze and use the data to improve an organization. Scores of between 276 to 325 means that the user has a world-class approach to measuring his/her organization’s performance. Scores of 175 or less means that the user is a long way from having a balanced scorecard.