Tennessee center for performance excellence
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Tennessee Center for Performance Excellence. Section 2 – Process Evaluation Factors. How do I evaluate process Items?. Process Items are evaluated using four factors: Approach Deployment Learning Integration. Approach. “Approach” refers to Appropriateness of methods

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Tennessee Center for Performance Excellence

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Tennessee center for performance excellence

Tennessee Center for Performance Excellence

Section 2 –

Process Evaluation Factors


How do i evaluate process items

How do I evaluate process Items?

Process Items are evaluated using four factors:

Approach

Deployment

Learning

Integration


Approach

Approach

“Approach” refers to

Appropriateness of methods

Effectiveness of the methods

The degree to which the approach is repeatable and based on reliable data and information (i.e., systematic)


Item 3 1 approach

Item 3.1 – Approach


Park place lexus approach

Park Place Lexus - Approach

3.1a(2) Determine needs of customers

Lexus is our primary source of formal information about clients and their needs and expectations. They utilize the Gallup CE11 survey based on a scientific model of factors that provide the greatest influence on clients’ purchasing behavior. Our Listening and Learning process shown in Figure 3.1A was designed to formalize our activities in receiving input from clients…This process begins with providing a variety of access points to collect feedback from our various customer segments as shown in Figure 3.1B…As new features, such as upgraded technology in vehicles, service offerings and new financing options are added to our products, the Listening and Learning process is used to collect feedback on these new features…


Deployment

Deployment

“Deployment” refers to the extent to which

the approach applied in addressing the Item requirements is relevant and important to the organization

the approach is applied consistently

the approach is used by all appropriate work units


Park place lexus deployment

Park Place Lexus – Deployment

3.1a(2) Determine needs of customers

…We validate the results of the Lexus survey for our specific clients and ensure that we get information from former, current, and potential clients about how we run our business…Focus groups...are conducted to help us understand the impressions that clients have of our dealerships, products, and services…We ensure that these groups contain former, existing, and potential clients…


Learning

Learning

Learning refers to

Refining the approach through cycles of evaluation and improvement

Encouraging breakthrough change to the approach through innovation

Sharing refinements and innovations with other work units and processes in your organization


Park place lexus learning

Park Place Lexus – Learning

Keeping listening and learning current

Our Listening and Learning process includes a step to evaluate its own effectiveness. We use this evaluation step each month to ensure we continue to use the most effective approaches to listen to our clients.


Integration

Integration

Integration refers to the extent to which

The approach is aligned with the organizational needs identified in the Organizational Profile and other Process Items

Measures, information, and improvement systems are complementary across processes and work units

Plans, processes, results, analyses, learning, and actions, are harmonized across processes and work units to support organization-wide goals.


Alignment

Alignment

Consistency of plans, processes, information, resource decisions, actions, results, and analysis supporting key organization-wide goals.


Additional vocabulary

Additional Vocabulary

  • Process

  • Key


Scoring system and guidelines

Scoring System and Guidelines

Each Category and Item is assigned a maximum point value (see page 3)

Scoring Guidelines describe percentage ranges of the point value based on the Evaluation Factors (see page 64)

The Examiner selects a scoring range that is “most descriptive of the organization’s achievement level” for each item

Within the range, the Examiner will assign the appropriate score


Scoring guidelines

Scoring Guidelines

Process items are evaluated using four factors: A-D-L-I

Assessed to make determinations regarding the effectiveness and maturity of the processes

Scoring ranges provide gradations of maturity for an applicant's processes


End of section 2

End of Section 2


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