Criterion 9: Key Performance ResultsAn excellent organization will be able to show a wide range of good results over a sustained period. Key performance results show what you are achieving in relation to planned performance.
Results considered will be in terms of Key Performance Outcomes and Key Performance Indicators.
Key Performance Outcomes.
These are the global measures of success, and fall into two broad categories: Financial outcomes: e.g. share price, margins, net profit, sales etc. Non-financial outcomes: e.g. time to market, volumes, success rates etc.
Key performance indicators:
These are the operational measures which the organization uses, and which are reliable predictors of process, product and service performance and improvement, which are likely to affect Key performance outcomes.
Depending on the nature of the organization, the Excellence Model requires Key performance indicator results in some or all of the following areas:
- Processes, e.g. performance, deployment, improvement, productivity etc.
- External resources, e.g. the performance of supplier partnerships.
- Building, equipment and materials.
- Technology, e.g. innovation, intellectual property. Information & knowledge, e.g. accessibility, integrity etc.
Also See: The EFQM Excellence Model
Copyright and copy; Alex Gallagher 2000 - 2008 |
