3.1 Voice of the Customer

3.1 Voice of the Customer: 2012 Baldrige Education Criteria for Performance Excellence

2011 ED 3.1 Voice of the Customer

2011 ED 3.1 Notes A

2011 ED 3.1 Notes B

2012 Baldrige Education Criteria Navigator

Click on the Education Criteria Navigator below to see all the additions and deletions - here at B21 and only here

P

Preface: Organizational Profile

 

P.1

Organizational Description

 

P.2

Organizational Situation

Category and Items

Point Values

1

Leadership

120

 

1.1

Senior Leadership

  70

 

1.2

Governance and Societal Responsibilities

  50

2

Strategic Planning

85

 

2.1

Strategy Development

  40

 

2.2

Strategy Implementation

  45

3

Customer Focus

85

 

3.1

Voice of the Customer

  45

 

3.2

Customer Engagement

  40

4

Measurement, Analysis, and Knowledge Management

90

 

4.1

Measurement, Analysis, and Improvement of Organizational Performance

  45

 

4.2

Management of Information, Knowledge, and Information Technology

  45

5

Workforce Focus

85

 

5.1

Workforce Environment

  40

 

5.2

Workforce Engagement

  45

6

Operations Focus

85

 

6.1

Work Systems

  45

 

6.2

Work Processes

  40

7

Results

450

 

7.1

Student Learning and Process Outcomes

120

 

7.2

Customer-Focused Outcomes

  90

 

7.3

Workforce-Focused Outcomes

  80

 

7.4

Leadership and Governance Outcomes

  80

 

7.5

Budgetary, Financial and Market Outcomes

  80

 

 

TOTAL POINTS

1,000

Text additions to this Item of the 2012 Education Criteria are highlighted in yellow below

2011 ED 3.1 Additions

Deletions from the previous Criteria

Note: 140 separate and unique Criteria questions ('Multiple Requirements') have been deleted from the 2010 Education Criteria version of Item 3.1.

The following requirement in the introductory paragraph of the "CUSTOMER Focus" Category has been deleted: 77

The following requirement in the "Voice of the CUSTOMER" Item TITLE has been deleted:

The following requirement in the introductory paragraph of the "Voice of the CUSTOMER" Item has been deleted:

The following Criteria questions have been deleted from the 2010 "Voice of the CUSTOMER" Item:

  1. "HOW do you listen to students to obtain feedback on your EDUCATIONAL PROGRAMS?"

  2. "HOW do you listen to students to obtain feedback on your EDUCATIONAL OFFERINGS?"

  3. "HOW do you listen to students to obtain feedback on your EDUCATIONAL SERVICES?"

  4. "HOW do you listen to students to obtain feedback on your student support?"

  5. "HOW do you listen to students to obtain feedback on your STAKEHOLDER support?"

  6. "HOW do you listen to STAKEHOLDERS to obtain feedback on your EDUCATIONAL PROGRAMS?"

  7. "HOW do you listen to STAKEHOLDERS to obtain feedback on your EDUCATIONAL OFFERINGS?"

  8. "HOW do you listen to STAKEHOLDERS to obtain feedback on your EDUCATIONAL SERVICES?"

  9. "HOW do you listen to STAKEHOLDERS to obtain feedback on your student support?"

  10. "HOW do you listen to STAKEHOLDERS to obtain feedback on your STAKEHOLDER support?"

  11. "HOW do your [student satisfaction] determination methods enable aggregation of data for use in improvement throughout your organization, as appropriate?"

  12. "HOW do your [student satisfaction] determination methods enable aggregation of data for use in improvement by your PARTNERS, as appropriate?"

  13. "HOW do your [student satisfaction] determination methods enable ANALYSIS of data for use in improvement throughout your organization, as appropriate?"

  14. "HOW do your [student satisfaction] determination methods enable ANALYSIS of data for use in improvement by your PARTNERS, as appropriate?"

  15. "HOW do your [student ENGAGEMENT] determination methods enable aggregation of data for use in improvement throughout your organization, as appropriate?"

  16. "HOW do your [student ENGAGEMENT] determination methods enable aggregation of data for use in improvement by your PARTNERS, as appropriate?"

  17. "HOW do your [student ENGAGEMENT] determination methods enable ANALYSIS of data for use in improvement throughout your organization, as appropriate?"

  18. "HOW do your [student ENGAGEMENT] determination methods enable ANALYSIS of data for use in improvement by your PARTNERS, as appropriate?"

  19. "HOW do your [STAKEHOLDER satisfaction] determination methods enable aggregation of data for use in improvement throughout your organization, as appropriate?"

  20. "HOW do your [STAKEHOLDER satisfaction] determination methods enable aggregation of data for use in improvement by your PARTNERS, as appropriate?"

  21. "HOW do your [STAKEHOLDER satisfaction] determination methods enable ANALYSIS of data for use in improvement throughout your organization, as appropriate?"

  22. "HOW do your [STAKEHOLDER satisfaction] determination methods enable ANALYSIS of data for use in improvement by your PARTNERS, as appropriate?"

  23. "HOW do your [STAKEHOLDER ENGAGEMENT] determination methods enable aggregation of data for use in improvement throughout your organization, as appropriate?"

  24. "HOW do your [STAKEHOLDER ENGAGEMENT] determination methods enable aggregation of data for use in improvement by your PARTNERS, as appropriate?"

  25. "HOW do your [STAKEHOLDER ENGAGEMENT] determination methods enable ANALYSIS of data for use in improvement throughout your organization, as appropriate?"

  26. "HOW do your [STAKEHOLDER ENGAGEMENT] determination methods enable ANALYSIS of data for use in improvement by your PARTNERS, as appropriate?"

  27. "HOW do you use information on your students' satisfaction relative to their satisfaction with your competitors?"

  28. "HOW do you use information on your students’ satisfaction relative to the satisfaction LEVELS of students of other organizations delivering similar educational services, as appropriate?"

  29. "HOW do you use information on your students’ satisfaction relative to industry BENCHMARKS, as appropriate?"

  30. "HOW do you use information on your STAKEHOLDERS' satisfaction relative to their satisfaction with your competitors?"

  31. "HOW do you use information on your STAKEHOLDERS’ satisfaction relative to the satisfaction LEVELS of STAKEHOLDERS of other organizations delivering similar educational services, as appropriate?"

  32. "HOW do you use information on your STAKEHOLDERS’ satisfaction relative to industry BENCHMARKS, as appropriate?"

  33. "HOW do you identify how [key student] requirements will differ across students?"

  34. "HOW do you identify how [key student] requirements will differ across STAKEHOLDER groups?"

  35. "HOW do you identify how [key student] requirements will differ across market SEGMENTS?"

  36. "HOW do you identify how [key student] requirements will differ across all stages of their relationships with you?"

  37. "HOW do you identify how [key STAKEHOLDER] requirements will differ across STAKEHOLDERS?"

  38. "HOW do you identify how [key STAKEHOLDER] requirements will differ across STAKEHOLDER groups?"

  39. "HOW do you identify how [key STAKEHOLDER] requirements will differ across market SEGMENTS?"

  40. "HOW do you identify how [key STAKEHOLDER] requirements will differ across all stages of their relationships with you?"

  41. "HOW do you anticipate how [key student] requirements will differ across students?"

  42. "HOW do you anticipate how [key student] requirements will differ across STAKEHOLDER groups?"

  43. "HOW do you anticipate how [key student] requirements will differ across market SEGMENTS?"

  44. "HOW do you anticipate how [key student] requirements will differ across all stages of their relationships with you?"

  45. "HOW do you anticipate how [key STAKEHOLDER] requirements will differ across STAKEHOLDERS?"

  46. "HOW do you anticipate how [key STAKEHOLDER] requirements will differ across STAKEHOLDER groups?"

  47. "HOW do you anticipate how [key STAKEHOLDER] requirements will differ across market SEGMENTS?"

  48. "HOW do you anticipate how [key STAKEHOLDER] requirements will differ across all stages of their relationships with you?"

  49. "HOW do you identify how [key student] changing expectations will differ across students?"

  50. "HOW do you identify how [key student] changing expectations will differ across STAKEHOLDER groups?"

  51. "HOW do you identify how [key student] changing expectations will differ across market SEGMENTS?"

  52. "HOW do you identify how [key student] changing expectations will differ across all stages of their relationships with you?"

  53. "HOW do you identify how [key STAKEHOLDER] changing expectations will differ across STAKEHOLDERS?"

  54. "HOW do you identify how [key STAKEHOLDER] changing expectations will differ across STAKEHOLDER groups?"

  55. "HOW do you identify how [key STAKEHOLDER] changing expectations will differ across market SEGMENTS?"

  56. "HOW do you identify how [key STAKEHOLDER] changing expectations will differ across all stages of their relationships with you?"

  57. "HOW do you anticipate how [key student] changing expectations will differ across students?"

  58. "HOW do you anticipate how [key student] changing expectations will differ across STAKEHOLDER groups?"

  59. "HOW do you anticipate how [key student] changing expectations will differ across market SEGMENTS?"

  60. "HOW do you anticipate how [key student] changing expectations will differ across all stages of their relationships with you?"

  61. "HOW do you anticipate how [key STAKEHOLDER] changing expectations will differ across STAKEHOLDERS?"

  62. "HOW do you anticipate how [key STAKEHOLDER] changing expectations will differ across STAKEHOLDER groups?"

  63. "HOW do you anticipate how [key STAKEHOLDER] changing expectations will differ across market SEGMENTS?"

  64. "HOW do you anticipate how [key STAKEHOLDER] changing expectations will differ across all stages of their relationships with you?" 

  65. "How do you use information on students to identify KEY student program requirements and their relative importance to [their] enrollment decisions?"

  66. "HOW do you use information on students to identify KEY student program requirements and their relative importance to [their] purchasing decisions?"

  67. "HOW do you use information on students to identify KEY student program requirements and their relative importance to [their] relationship decisions?"

  68. "How do you use information on students to identify KEY student offering requirements and their relative importance to [their] enrollment decisions?"

  69. "HOW do you use information on students to identify KEY student offering requirements and their relative importance to [their] purchasing decisions?"

  70. "HOW do you use information on students to identify KEY student offering requirements and their relative importance to [their] relationship decisions?"

  71. "How do you use information on students to identify KEY student SERVICE features requirements and their relative importance to [their] enrollment decisions?"

  72. "HOW do you use information on students to identify KEY student SERVICE features requirements and their relative importance to [their] purchasing decisions?"

  73. "HOW do you use information on students to identify KEY student SERVICE features requirements and their relative importance to [their] relationship decisions?"

  74. "How do you use information on students to identify KEY student changing expectations and their relative importance to [their] enrollment decisions?"

  75. "HOW do you use information on students to identify KEY student changing expectations and their relative importance to [their] purchasing decisions?"

  76. "HOW do you use information on students to identify KEY student changing expectations and their relative importance to [their] relationship decisions?"

  77. "How do you use information on students to anticipate KEY student program requirements and their relative importance to [their] enrollment decisions?"

  78. "HOW do you use information on students to anticipate KEY student program requirements and their relative importance to [their] purchasing decisions?"

  79. "HOW do you use information on students to anticipate KEY student program requirements and their relative importance to [their] relationship decisions?"

  80. "How do you use information on students to anticipate KEY student offering requirements and their relative importance to [their] enrollment decisions?"

  81. "HOW do you use information on students to anticipate KEY student offering requirements and their relative importance to [their] purchasing decisions?"

  82. "HOW do you use information on students to anticipate KEY student offering requirements and their relative importance to [their] relationship decisions?"

  83. "How do you use information on students to anticipate KEY student SERVICE features requirements and their relative importance to [their] enrollment decisions?"

  84. "HOW do you use information on students to anticipate KEY student SERVICE features requirements and their relative importance to [their] purchasing decisions?"

  85. "HOW do you use information on students to anticipate KEY student SERVICE features requirements and their relative importance to [their] relationship decisions?"

  86. "How do you use information on students to anticipate KEY student changing expectations and their relative importance to [their] enrollment decisions?"

  87. "HOW do you use information on students to anticipate KEY student changing expectations and their relative importance to [their] purchasing decisions?"

  88. "HOW do you use information on students to anticipate KEY student changing expectations and their relative importance to [their] relationship decisions?" 

  89. "How do you use information on STAKEHOLDERS to identify KEY STAKEHOLDER program requirements and their relative importance to [their] enrollment decisions?"

  90. "HOW do you use information on STAKEHOLDERS to identify KEY STAKEHOLDER program requirements and their relative importance to [their] purchasing decisions?"

  91. "HOW do you use information on STAKEHOLDERS to identify KEY STAKEHOLDER program requirements and their relative importance to [their] relationship decisions?"

  92. "How do you use information on STAKEHOLDERS to identify KEY STAKEHOLDER offering requirements and their relative importance to [their] enrollment decisions?"

  93. "HOW do you use information on STAKEHOLDERS to identify KEY STAKEHOLDER offering requirements and their relative importance to [their] purchasing decisions?"

  94. "HOW do you use information on STAKEHOLDERS to identify KEY STAKEHOLDER offering requirements and their relative importance to [their] relationship decisions?"

  95. "How do you use information on STAKEHOLDERS to identify KEY STAKEHOLDER SERVICE features requirements and their relative importance to [their] enrollment decisions?"

  96. "HOW do you use information on STAKEHOLDERS to identify KEY STAKEHOLDER SERVICE features requirements and their relative importance to [their] purchasing decisions?"

  97. "HOW do you use information on STAKEHOLDERS to identify KEY STAKEHOLDER SERVICE features requirements and their relative importance to [their] relationship decisions?"

  98. "How do you use information on STAKEHOLDERS to identify KEY STAKEHOLDER changing expectations and their relative importance to [their] enrollment decisions?"

  99. "HOW do you use information on STAKEHOLDERS to identify KEY STAKEHOLDER changing expectations and their relative importance to [their] purchasing decisions?"

  100. "HOW do you use information on STAKEHOLDERS to identify KEY STAKEHOLDER changing expectations and their relative importance to [their] relationship decisions?"

  101. "How do you use information on STAKEHOLDERS to anticipate KEY STAKEHOLDER program requirements and their relative importance to [their] enrollment decisions?"

  102. "HOW do you use information on STAKEHOLDERS to anticipate KEY STAKEHOLDER program requirements and their relative importance to [their] purchasing decisions?"

  103. "HOW do you use information on STAKEHOLDERS to anticipate KEY STAKEHOLDER program requirements and their relative importance to [their] relationship decisions?"

  104. "How do you use information on STAKEHOLDERS to anticipate KEY STAKEHOLDER offering requirements and their relative importance to [their] enrollment decisions?"

  105. "HOW do you use information on STAKEHOLDERS to anticipate KEY STAKEHOLDER offering requirements and their relative importance to [their] purchasing decisions?"

  106. "HOW do you use information on STAKEHOLDERS to anticipate KEY STAKEHOLDER offering requirements and their relative importance to [their] relationship decisions?"

  107. "How do you use information on STAKEHOLDERS to anticipate KEY STAKEHOLDER SERVICE features requirements and their relative importance to [their] enrollment decisions?"

  108. "HOW do you use information on STAKEHOLDERS to anticipate KEY STAKEHOLDER SERVICE features requirements and their relative importance to [their] purchasing decisions?"

  109. "HOW do you use information on STAKEHOLDERS to anticipate KEY STAKEHOLDER SERVICE features requirements and their relative importance to [their] relationship decisions?"

  110. "How do you use information on STAKEHOLDERS to anticipate KEY STAKEHOLDER changing expectations and their relative importance to [their] enrollment decisions?"

  111. "HOW do you use information on STAKEHOLDERS to anticipate KEY STAKEHOLDER changing expectations and their relative importance to [their] purchasing decisions?"

  112. "HOW do you use information on STAKEHOLDERS to anticipate KEY STAKEHOLDER changing expectations and their relative importance to [their] relationship decisions?" 

  113. "HOW do you keep your APPROACHES for student listening current with your organization's needs?"

  114. "HOW do you keep your APPROACHES for student listening current with your organization's directions?"

  115. "HOW do you keep your APPROACHES for STAKEHOLDER listening current with your organization's needs?"

  116. "HOW do you keep your APPROACHES for STAKEHOLDER listening current with your organization's directions?"

  117. "HOW do you keep your APPROACHES for determination of student satisfaction current with your organization's needs?"

  118. "HOW do you keep your APPROACHES for determination of STAKEHOLDER satisfaction current with your organization's directions?"

  119. "HOW do you keep your APPROACHES for determination of student satisfaction current with your organization's needs?"

  120. "HOW do you keep your APPROACHES for determination of STAKEHOLDER satisfaction current with your organization's directions?"

  121. "HOW do you keep your APPROACHES for determination of student dissatisfaction current with your organization's needs?"

  122. "HOW do you keep your APPROACHES for determination of STAKEHOLDER dissatisfaction current with your organization's directions?"

  123. "HOW do you keep your APPROACHES for determination of student dissatisfaction current with your organization's needs?"

  124. "HOW do you keep your APPROACHES for determination of STAKEHOLDER dissatisfaction current with your organization's directions?"

  125. "HOW do you keep your APPROACHES for determination of student ENGAGEMENT current with your organization's needs?"

  126. "HOW do you keep your APPROACHES for determination of STAKEHOLDER ENGAGEMENT current with your organization's directions?"

  127. "HOW do you keep your APPROACHES for determination of student ENGAGEMENT current with your organization's needs?"

  128. "HOW do you keep your APPROACHES for determination of STAKEHOLDER ENGAGEMENT current with your organization's directions?"

  129. "HOW do you keep your APPROACHES for use of student data current with your organization's needs?"

  130. "HOW do you keep your APPROACHES for use of student data current with your organization's directions?"

  131. "HOW do you keep your APPROACHES for use of STAKEHOLDER data current with your organization's needs?"

  132. "HOW do you keep your APPROACHES for use of STAKEHOLDER data current with your organization's directions?" 

Baldrige Education Criteria

2012 Baldrige Criteria Response Templates . . . accelerating excellence

Baldrige Criteria Response Template Mini

Baldrige Improvement Tools and Resources . . . from the most experienced source

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Scoring System

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All (40+)
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OrgProfiler  

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Baldrige Model

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MISSION: Accelerating organizational improvement beyond the capabilities of all Business Excellence approaches combined . . . Paul Steel

 

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Core Values

 

 

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2012 Baldrige Education Criteria Item 3.1 Voice of the Customer