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

IV AWARD CRITERIA IN DETAIL6.2 Work Processes: How do you design, manage, and improveyour key organizational work processes? (50 pts) ProcessDescribe HOW your organization designs, implements, manages, and improves its KEYwork PROCESSES to deliver CUSTOMER VALUE and achieve organizational successand SUSTAINABILITY.Within your response, include answers to the following questions:a. WORK PROCESS DESIGN(1) HOW do you design and innovate your work PROCESSES to meet all the KEYrequirements? How do you incorporate new technology, organizationalknowledge, and the potential need for agility into the design of thesePROCESSES? How do you incorporate CYCLE TIME, PRODUCTIVITY, costcontrol, and other efficiency and EFFECTIVENESS factors into the design ofthese PROCESSES?b. Work PROCESS Management(1) HOW do you implement your work PROCESSES to ensure that they meet designrequirements? How does your day-to-day operation of these PROCESSES ensurethat they meet KEY PROCESS requirements? How is WORKFORCE,CUSTOMER, supplier, PARTNER, and COLLABORATOR input used inmanaging these PROCESSES, as appropriate? What are your KEYPERFORMANCE MEASURES or INDICATORS and in-process MEASURESused for the control and improvement of your work PROCESSES?(2) HOW do you control the overall costs of your WORK PROCESSES? How doyou prevent defects, service errors, and rework and minimize warranty costs orCUSTOMERS' PRODUCTIVITY losses, as appropriate? How do you minimizethe costs of inspections, tests, and PROCESS or PERFORMANCE audits, asappropriate?c. Work PROCESS improvementHOW do you improve your work PROCESSES to achieve better PERFORMANCE,to reduce variability, to improve products, and to keep the PROCESSES current withbusiness needs and directions? How do you incorporate the RESULTS of theorganizational PERFORMANCE reviews discussed in response to Item 4.1 into theSYSTEMATIC evaluation and improvement of your WORK PROCESSES? Howare WORK PROCESS improvements and lessons learned shared with otherorganizational units and PROCESSES to drive organizational LEARNING andINNOVATION?34