2006 Baldrige Criteria Item 7.1 - Product and Service Outcomes

Item 7.1: Product and Service Outcomes (100 pts.)
What are your product and service results?

Summarize your organization’s KEY product and service PERFORMANCE RESULTS.

SEGMENT your RESULTS by product and service types and groups, CUSTOMER groups, and market SEGMENTS, as appropriate.

Include appropriate COMPARATIVE data.

Provide data and information to answer the following questions:

7.1a. Product and Service Results

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?

Note:

N1. Product and service RESULTS reported in this Item should relate to the key product and service features identified as CUSTOMER requirements or expectations in P.1b(2) based on information gathered in Item 3.1 and Item 3.2. The MEASURES or INDICATORS should address factors that affect CUSTOMER preference, such as those included in Item P.1, Note 3 and Item 3.1, Note 3.

N2. For some nonprofit organizations, product or service performance MEASURES might be mandated by your funding sources. These MEASURES should be reported and identified in your response to this Item.

For additional description, see 7.1 Product and Service Outcomes Description.

2006 Criteria Items: 1.1 - 1.2 - 2.1 - 2.2 - 3.1 - 3.2 - 4.1 - 4.2 - 5.1 - 5.2 - 5.3 - 6.1 - 6.2 - 7.1 - 7.2 - 7.3 - 7.4 - 7.5 - 7.6 - P.1 - P.2

Click to see what's new in the 2008 Business and Public Sector and other Nonprofit Criteria Framework and Criteria (Hint: ACTIONABLE)

Click to see what's new in the 2008 Health Care Criteria Framework and Criteria (Hint: ACTIONABLE)

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Paul Steel Original 1988 Baldrige Examiner, longest serving active member of NIST Board of Examiners, 2008 Baldrige Senior Examiner trained, EFQM experienced, and a management systems consultant since 1981.