Business Excellence Assessment ( On the basis of world class parameters )

Please answer the following questions about your organization. Each question

must be rated on a scale of 1-5, 1 being lowest and 5 being highest.

Note: To enable the users to enter their score and arrive at overall ratings, a separate

utility package is also provided in MS Excel file “Business Excellence Scoresheet” .

Just click on the next link.

Business Excellence Assessment

Leadership

1. Is the top management having personal visible involvement in all aspects of

quality management?

2. Do they actively participate in creating and reinforcing customer focus

throughout the organization?

Leadership

3. Do they provide full support to the continuous improvement program by

providing appropriate resources?

4. Do they actively involve themselves in recognizing the employee/ team

contributions?

Strategic planning

5. Does the company have a common vision which is shared by all the

employees in its true sense?

6. Does the company’s strategic planning address realignment of work

processes to improve customer focus and operational performance?

Strategic planning

7. Are the company’s strategies targeted for quantified measurable

improvement in important areas and Is building for future seen as more

important than short term benefits?

Strategic planning

8. Is commitment to resources for new facilities, process improvements and

training done considering long term objectives?

9. Does the company’s long term projections of operational performance

effectively incorporate comparisons with competitors?

FICCI CE

Information management

10. Does the company’s working system and procedures promote easy

upward flow of information?

11. Do the employees feel free to share the information?

12. Is the company’s information management system accessible to every

one without any difficulty?

FICCI CE

Information management

13. Does the company periodically update its information management

system?

14. Is the information system reliable and accurate for people to make

decisions in time?

FICCI CE

Human resource focus

15. Does the company’s business plan consider human resource capabilities for

addressing quality leadership opportunities?

16. Is the investment in education and training decided considering employee needs

and future business needs?

17. Does the company evaluate its human resource planning using employee

feedback?

FICCI CE

Human resource focus

18. Does the company have an effective system for setting both quantitative

and qualitative targets?

19. Are the employees generally aware and meet the expected performance

standards?

20. Does the company make effort to integrate employees job performance

with key quality improvement targets and business results?

FICCI CE

Human resource focus

21. Does the company have an effective appraisal system which takes care of

the career progression of all the employees?

22. Is the company concerned about employee well being?

23. Is the good performance suitably rewarded?

24. Is the employee motivation level high and good performance suitably

rewarded ?

FICCI CE

Human resource satisfaction

25. Is the company able to realize the full potential of its people and people’s

commitment to job is visible?

26. Are the existing system of incentive and reward adequate for maximum

employee contribution?

27. Is the company’s image as an employer good and the company is able to attract

the best talent?

Customer and market focus

28. Does the company address future needs taking into account competitors and

changing customer expectations?

29. Does the company regularly evaluate and improve its processes based in

changing customer expectations?

Customer and market focus

30. Does the company set performance standards and reviews them for further

improvement?

31. Does the company trace system performance, with reference to set

expectation level, using quality measures?

Customer and market focus

32. Does the company regularly evaluate and improve their commitments for

service performance to match customer expectations?

33. Does the company promptly resolve all formal and informal customer

complaints?

Customer and market focus

34. Does the company regularly determine customer’s current and expected

requirements?

35. Does the company determine specific product feature and their relative

importance using customer listening techniques like QFD?

Customer and market focus

38. Does the company’s customer satisfaction measure capture key information

that reflects their likely future behavior?

39. Is the customer satisfaction level effectively compared with that of your key

competitors by studies and independent surveys?

Customer satisfaction

40. Does the company improve its system of determining customer satisfaction

on a regular basis?

41. Does the company effectively use customer dissatisfaction indicators for

making improvements?

42. Has the company achieved better customer satisfaction for its products and

services in relation to its key competitors?

Supplier focus

43. Does the company evaluate supplier performance with specified

requirements/parameters through mutually agreed plans?

44. Does the company effectively communicate its quality requirements to

the suppliers?

Supplier focus

45. Does the company effectively evaluate if suppliers are meeting its quality

requirements?

46. Does the company organize training programs for the suppliers to

improve their ability to meet key requirements and response times?

47. Does the company have a system to generate healthy competition among

suppliers of similar items to improve performance?

Supplier focus

48. What is the level of your supplier satisfaction?

49. Are the suppliers paid in time ?

50. Does the company constantly endeavor for development of capabilities

of its suppliers?

Processes

51. Does the company’s product design consider customer’s implied and future

needs?

52. Does the company validate its product designs taking into account

performance, process and supplier capabilities?

53. Does the company evaluate and improve design and design processes so as

to improve product quality and cycle/response time?

Processes

54. Does the company determine the cause of variation, make corrections and

integrate them into the process?

55. Does the company analyze processes to achieve better quality, reduced

cycle/response time and better operational performance?

56. Does the company regularly evaluate and the key business processes, their

requirements, quality and operational performance?

Processes

57. Does the company regularly analyze and simplify the processes to achieve

better quality, cycle-time and operational performance?

58. Does the company effectively use alternative technology for

improvement?

59. Does the company effectively use information from customers for

business and support service process improvement?

Processes

60. Does the company make efforts to find out information from best in the class and

make use of this information for process improvement?

61. Is the criterion of benchmarking well defined and documented?

62. Does the company’s work culture ensure precedence to quality over cost and

response time considerations?

63. Is there a judicious planning for balancing cost, quality and time in every decision

taken in the organization?

Impact on society

64. Is the company effectively satisfying the needs and expectations of the society at

large?

65. Does the company effectively evaluate possible impacts of its products and

operations on society?

Impact on society

66. Does the company promote ethical conduct in all activities that it does and are

the company’s ad-campaigns truthful and reflect facts?

67. Does the company effectively consider energy conservation and preservation of

global resources?

Company specific business results

68. Does your company enjoy product quality leadership for the range of

products it deals with?

69. Is the company’s growth over the last financial year comparable with the

industry growth?

70. Are the overall financial results better that the last financial year and have

the shareholder expectations been met?

Analyze your score

• 281 - 350 : Excellent. You are doing very well, but there is no room for

complacency.

• 211 - 280 : Good. With a little effort you can do better.

• 141 - 210 : Average. Your direction is clear, but you need to intensify

your efforts to move up.

• Less than 140 : Serious situation. You may not survive for a long time.

Immediate action is required to change the present situation.