Organizational Development for Knowledge Management at Water ...

Planning & Results
1. System Operating Plan Yes/No Comments
Are System Operating Plans for the current and prior
year
included on the intranet?
Do the plans include references and initiatives about
quality
elements and customer satisfaction?
Do objectives link directly and/or support the LWC
Strategic Plan?
Is progress being made toward the goals on the plan?
2. Process/NWT Operating Plans
Do plans exist for the current year?
Is progress being made toward the goals on the plan?
Are process measurements in place where applicable?
Does the system/process have “activity” and
“performance” based measures?
Customer Focus/Satisfaction
1. External Customer Satisfaction Index (if applicable) Yes/No Comments
Is improvement of the CSI part of the System Operating
Plan?
2. Internal Customer Satisfaction Survey
Does the System Operating Plan include an objective to
improve internal and/or external customer satisfaction?
3. External/Internal Customer Feedback
How is customer satisfaction data being collected and
reviewed
(i.e. focus groups, surveys, customer interviews, etc.)?
Risk Management
1. Risk Assessment Sheet/Plan Yes/No Comments
Have the sheets been reviewed in the last 12 months?
Have the SAC and/or NWT’s reviewed the risk
assessments
to verify their current validity?
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