Customer Focus - This category deals with how the organization captures and holds on to its customers for long-term success. The strategies for this category include how the organization creates a customer-focused environment, and how the organization listens to the needs of their customers.
Measurement, Analysis, and Knowledge Management - The focus of this category is how the organization selects, gathers, analyzes, manages, and improves upon its current data and information. It also delves into how an organization implements reviews into their practices to improve its performances.
Workforce Focus - The purpose of this category is to examine how the organization develops the workforce to make use of its full potential in regard to the overall mission and strategy of the organization. The goal is to have a workforce environment that is working on its highest performance.
Process Management - This category looks at how the organization designs its work systems and how it manages and improves the key processes for executing these work systems to benefit customer value and to obtain organizational success.
Results - This category looks at every aspect of the organization’s performance and improvement, from product outcomes and customer-focused outcomes, to financial and workforce-focused outcomes. Performance levels are taken into consideration and examined in regard to those of