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http://jackiefeng.blog.bokee.net/ 美國卓越績(jì)效評價(jià)準則（中英文對照版）-7經(jīng)營(yíng)結果 打印此頁(yè) |
美國卓越績(jì)效評價(jià)準則（中英文對照版）-7經(jīng)營(yíng)結果
http://jackiefeng.blog.bokee.net 2008-12-23
7 Results (450 pts.)
7 結果（450分）
The Results Category examines your organizationsPERFORMANCE and improvement in all KEY areas“product and servic outcomes, CUSTOMER-focused outcomes, financial and market OUTCOMES,WORKFORCE-focused outcomes, PROCESS-EFFECTIVENESS outcomes, and leadership outcomes. PERFORMANCE LEVELS are examined relative to those of competitors and other organizations providing similar products and services.
結果類(lèi)目檢查組織在關(guān)鍵領(lǐng)域的績(jì)效和改進(jìn)，包括產(chǎn)品和服務(wù)結果、以顧客為*的結果、顧客滿(mǎn)意結果、財務(wù)和市場(chǎng)結果、以員工為本的結果，過(guò)程有效性結果，以及領(lǐng)導結果。本類(lèi)目也檢查與競爭者和提供類(lèi)似產(chǎn)品和服務(wù)的其它組織相對照的績(jì)效水平。
7.1Product and Service Outcomes: What are your product and service performance results? (100 pts.) Results
7.1 產(chǎn)品和服務(wù)結果：組織的產(chǎn)品和服務(wù)績(jì)效結果是什么？（100分） 結果
Summarize your organization°OsKEY product and service PERFORMANCERESULTS. SEGMENT your RESULTS by product and service types and groups, CUSTOMER groups, and market SEGMENTS, as appropriate. Include appropriate comparative data.
概述組織關(guān)鍵產(chǎn)品和服務(wù)的績(jì)效結果。必要時(shí)可將結果按產(chǎn)品和服務(wù)種類(lèi)或類(lèi)別、顧客群和細分市場(chǎng)進(jìn)行細分。其結果要包括適當的比較數據。
Provide data and information to answer the following questions:
提供數據和信息以回答如下問(wèn)題：
a.Product and Service RESULTS
a. 產(chǎn)品和服務(wù)結果
What are your current LEVELS and TRENDS in KEY MEASURES or INDICATORS of product and service PERFORMANCE that are important to your CUSTOMERS? How do these RESULTS compare with the PERFORMANCE of your competitors and other organizations providing similar products and services?
在對顧客*重要的產(chǎn)品和服務(wù)績(jì)效的關(guān)鍵指標上，組織當前水平及趨勢如何？這些結果與競爭者和提供類(lèi)似產(chǎn)品和服務(wù)的其它組織的績(jì)效相比表現如何？
Notes:
注解：
N1. Product and service results reported in this Item should relate to the key product, program, and service features identified as customer requirements or expectations in P.1b(2), based on information gathered in Items 3.1 and 3.2. The measures or indicators should address factors that affect customer preference, such as those included in Item P.1, Note 4, and Item 3.1,Note 4.
N1. 在本條目中報告的生產(chǎn)和服務(wù)結果應與關(guān)鍵產(chǎn)品、項目和服務(wù)特點(diǎn)相關(guān)。這些關(guān)鍵產(chǎn)品和服務(wù)的特點(diǎn)應是P.1b(2)中顧客的要求和期望，而顧客的需求和期望是基于3.1和3.2中收集的信息確定的。這些測量項目和指標應針對影響顧客偏好的因素，如包括在條目P.1注釋4和條目3.1注釋4中所包括的那些因素。
N2. For some nonprofit organizations, product or service performance measures might be mandated by your funding sources. These measures should be identified and reported in your response to this Item.
N2. 對于某些非營(yíng)利性組織，產(chǎn)品和服務(wù)績(jì)效測量項目和指標可由其資金來(lái)源方來(lái)決定。這些測量項目和指標應在本條目回答中加以識別并匯報。
7.2Customer-Focused Outcomes: What are your customer-focused performance results? (70 pts.) Results
7.2 以顧客為*的結果：組織的以顧客為*的績(jì)效結果是什么？（70分） 結果
Summarize your organization’s KEY CUSTOMER-focused RESULTS for CUSTOMER satisfaction and CUSTOMER-perceived VALUE, including CUSTOMER loyalty. SEGMENT your RESULTS by product and service types and groups, CUSTOMER groups, and market SEGMENTS, as appropriate. Include appropriate comparative data.
概述顧客滿(mǎn)意和顧客感知價(jià)值等組織關(guān)鍵的以顧客為*的結果，包括顧客忠誠。必要時(shí)將組織的結果按產(chǎn)品和服務(wù)種類(lèi)或類(lèi)別、顧客群和細分市場(chǎng)進(jìn)行細分。其中要包括適當的比較數據。
Provide data and information to answer the following questions:
提供數據和信息以回答如下問(wèn)題：
a. CUSTOMER-Focused RESULTS
a. 以顧客為*的結果
(1)What are your current LEVELS and TRENDS in KEY MEASURES or INDICATORS of CUSTOMER satisfaction and dissatisfaction? How do these RESULTS compare with the CUSTOMER satisfaction LEVELS of your competitors and other organizations providing similar products and services?
(1)組織在顧客滿(mǎn)意和不滿(mǎn)意的關(guān)鍵測量項目和指標上，組織的當前水平和趨勢是怎樣的？這些結果與競爭者和提供類(lèi)似產(chǎn)品和服務(wù)的其他組織的顧客滿(mǎn)意水平相比較表現如何？
(2)What are your current LEVELS and TRENDS in KEY MEASURES or INDICATORS of CUSTOMER-perceived VALUE, including CUSTOMER loyalty and retention, positive referral, and other aspects of building relationships with CUSTOMERS, as appropriate?
(2)在顧客感知價(jià)值上，包括顧客忠誠、留住顧客、顧客主動(dòng)推薦和建立顧客關(guān)系的其他方面，組織的關(guān)鍵測量項目和指標的當前的水平和發(fā)展趨勢如何？
Notes:
注解：
N1. Customer satisfaction and dissatisfaction results reported in this Item should relate to the customer groups and market segments discussed in P.1b(2) and Item 3.1 and to the determination methods and data described in Item 3.2.
N1. 本條款中顧客滿(mǎn)意和不滿(mǎn)意的結果報告應與條目P.1b(2)和條目3.1所述的顧客群和細分市場(chǎng)有關(guān)，應以條目3.2中所述的測量項目和數據相關(guān)聯(lián)。
N2. Measures and indicators of customers satisfaction with your products and services relative to customers satisfaction with competitors and comparabl organizations (7.2a[1]) might include information and data from your customers and from independent organizations.
N2. 與競爭者和可比的組織[7.2a(1)]相比較的產(chǎn)品和服務(wù)的顧客滿(mǎn)意指標可以包括來(lái)自于顧客和獨立機構的客觀(guān)信息和數據。
7.3Financial and Market Outcomes: What are your financial and marketplace performance results? (70 pts.) Results
7.3 財務(wù)和市場(chǎng)結果：組織的財務(wù)和市場(chǎng)績(jì)效結果是什么？（70分） 結果
Summarize your organization°OsKEY financial and marketplace PERFORMANCE RESULTS by CUSTOMER or market SEGMENTS, as appropriate. Include appropriate comparative data.
概述組織的關(guān)鍵財務(wù)和市場(chǎng)績(jì)效結果，必要時(shí)可按顧客或細分市場(chǎng)分別說(shuō)明。其中要包括適當的比較數據。
Provide data and information to answer the following questions:
提供數據和信息以回答如下問(wèn)題：
a.Financial and Market RESULTS
a. 財務(wù)和市場(chǎng)結果
(1)What are your current LEVELS and TRENDS in KEY MEASURES or INDICATORS of financial PERFORMANCE, including aggregate MEASURES of financial return, financial viability, or budgetary PERFORMANCE, as appropriate?
(1)在財務(wù)績(jì)效的關(guān)鍵指標上，包括財務(wù)回報和財務(wù)生存能力或預算績(jì)效（適當時(shí)）的綜合指標在內，組織當前的水平和趨勢如何？
(2)What are your current LEVELS and TRENDS in KEY MEASURES or INDICATORS of marketplace PERFORMANCE, including market share or position, market and market share growth, and new markets entered, as appropriate?
(2)在市場(chǎng)績(jì)效的關(guān)鍵指標上，包括市場(chǎng)份額或地位、市場(chǎng)與市場(chǎng)份額增長(cháng)、新增市場(chǎng)等方面在內（適當時(shí)），組織當前的水平和發(fā)展趨勢如何？
Notes:
注解：
N1. Responses to 7.3a(1) might include aggregate measures of financial return, such as return on investment (ROI), operating margins, profitability, or profitability by market or customer segment. Responses also might include measures of financial viability, such as liquidity, debt-to-equity ratio, days cash on hand, asset utilization, and cash flow. Measures should relate to the financial measures reported in 4.1a(1) and