Quality Award Brochure 2011-a4.p65 - Hong Kong Management ...

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III SPECIAL AWARD FOR SMEs6. Process Management (85 pts)6.1 How do you incorporate input from customers, suppliers, partners and collaborators(as appropriate) when designing your work processes and business continuityplans? Provide examples.6.2 What are key indicators and in-oprocess measures used to control and improveyour work processes?7. Results (450 pts)Summarize your organization’s performance results (e.g., levels and trends; comparisonwith competitors) in the below areas. Provide data and information.7.1 Product Outcomes7.2 Customer-Focused Outcomes7.3 Financial and Market Outcomes7.4 Workforce-Focused Outcomes7.5 Process Effectiveness Outcomes7.6 Leadership Outcomes5.2 FORMAT- Typed on standard A4-sized paper (please do not use glossy papaer)- Single-lined spacing- Minimum font size of 10 points- Can be presented in bullet-point or essay format- Ring bound for ease of processing- Numbering on every page and for every item of address- The submission must be endorsed by the organization’s top executivePlease send the Award Secretariat 10 identical copies of the submission with all enclosures,which are not returnable, to:The Quality Award SecretariatThe Hong Kong Management Association16/F Tower B Southmark11 Yip Hing StreetWong Chuk HangHONG KONG5.3 PROCESSINGAll information and documents supplied by the Award applicants will be held in strictconfidence. The Award Secretariat reserves the right to terminate the process of an applicationdue to incomplete or insufficient information in the submission.14
IV AWARD CRITERIA IN DETAIL1. SEVEN CRITERIAThe core values and concepts are embodied in seven Criteria Categories:LEADERSHIPLeadership addresses how your senior leaders’ action guide and sustain your organization, settingorganizational vision, values, and performance expectations. Attention is given to how your seniorleaders communicate with your workforce, enhance their personal leadership skills, participate inorganizational learning and develop future leaders, measure organizational performance, and createan environment that encourages ethical behaviour and high performance. The Category also includesyour organization’s governance system and how your organization fulfills its legal, ethical, and societalresponsibilities and support its key communities.STRATEGIC PLANNINGStrategic Planning addresses strategic and action planning, deployment of plans, how adequateresources are ensured to accomplish the plans, how plans are changed if circumstances require a change,and how accomplishments are measured and sustained. The Category stresses that long termorganizational sustainability and your competitive environment are key strategic issues that need tobe integral parts of your organization’s overall planning. Decisions about your organizational corecompetencies are an integral part of organizational sustainability and therefore are key strategicdecisions.CUSTOMER FOCUSCustomer Focus addresses how your organization seeks to engage your customers, with a focus onmeeting customers’ needs, building relationships, and demonstrating loyalty through their investmentin your brand and product offerings. The Category stresses this engagement as an important outcomeof an overall customer culture and listening, learning, and performance excellence strategy. Yourcustomer satisfaction and dissatisfaction results provide vital information for understanding yourcustomers and the marketplace. In many cases, the voice of the customer provides meaningfulinformation not only on your customers’ views but also on their marketplace behaviors and how theseviews and behaviours may contribute to the sustainability of your organization in the marketplace.MEASUREMENT, ANALYSIS, AND KNOWLEDGE MANAGEMENTThe Measurement, Analysis, and Knowledge Management Category is the main point within theCriteria for all key information about effectively measuring, analyzing and improving performanceand managing organizational knowledge to drive improvement and organizational competitiveness.In the simplest terms, Category 4.0 is the “brain center” for the alignment of your organization’soperations and its strategic objectives. Central to such use of data and information are their qualityand availability. Furthermore, since information, analysis, and knowledge management mightthemselves be primary sources of competitive advantage and productivity growth, the Category alsoincludes such strategic considerations.15
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