New: For the first time, you can now download special MS Word versions of the 2012 Baldrige Criteria in a format approved by more than 20 national award programs
Performance
Performance - Baldrige Glossary Definition
(Baldrige Glossary for Business, Government (Public Sector) and other Nonprofit
The term 'Performance' was first introduced in the Baldrige Glossary in 1996.
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Performance
The term “performance”
refers to outputs
and their outcomes obtained from
processes,
products, and
customers that permit evaluation and
comparison
relative to
goals,
standards, past results, and other organizations.
Performance can be expressed in
non-financial and financial terms.
The
Baldrige
Criteria address four types of
performance: (1) product, (2)
customer-focused,
(3) financial and marketplace, and (4) operational. "Product performance" refers to performance relative to measures and indicators of product and service characteristics important to customers. Examples include product reliability, on-time delivery, customer-experienced defect levels, and service response time. For nonprofit organizations, "product performance" examples might include program and project performance in the areas of rapid response to emergencies, at-home services, or multilingual services.
“Customer-focused
performance” refers to
performance relative to
measures
and
indicators
of
customers’
perceptions, reactions, and behaviors. Examples include
customer
retention, complaints, and
customer
survey results.
“Financial and marketplace performance”
refers to performance relative to
measures
of cost, revenue, and market position, including asset utilization,
asset growth, and market share. Examples include returns on
investments,
value
added per
employee,
debt-to-equity ratio, returns on assets, operating
margins, performance to budget,
the amount of reserve funds, cash-to-cash cycle time, other profitability and
liquidity
measures,
and market gains. “Operational performance” refers to workforce, leadership, organizational, and ethical performance relative to effectiveness, efficiency, and accountability measures and indicators. Examples include cycle time, productivity, waste reduction, workforce turnover, workforce cross-training rates, regulatory compliance, fiscal accountability, and community involvement. Operational performance might be measured at the work unit level, key work process level, and organizational level. |
Note: Blue words above are hyperlinks to other Integrated Glossary terms.
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New: For the first time, you can now download special MS Word versions of the 2012 Baldrige Criteria in a format approved by more than 20 national award programs
Baldrige Glossary - Performance