department of trade andcompany name - pqa | · web viewareas of societal contributions and...

Company Name

CB: NQCD: F – 045Rev. no. 00

Effectivity date: October 18, 2016

PHILIPPINE QUALITY CHALLENGE

of 41

Company Profile and Self-Assessment Form

Cycle/yearCompany Name Cycle/yearCycle/year

Company Address

Company Name




A. COMPANY PROFILE INSTRUCTION: Please fill in your responses to each company profile question.

P COMPANY PROFILE

NOTES YOUR RESPONSESThe Company Profile is a snapshot of your company, the KEY influences on HOW you operate, and the KEY CHALLENGES you face.

1 What are your company’s products? “Products” refer to the goods and services that your company offers in the marketplace.

2 (a) Who are your company’s customers? Customers are the current and potential users of your products.

Customers include the end-users of your products, as well as others who may be their immediate purchasers such as distributors (wholesale or retail), agents, or companies that further process your products as components for their own.

(b) What are your customers’ requirements?

Customer requirements may include: (1) on-time delivery, (2) meeting specifications, (3) safety, (4) security, (5) cost, (6) rapid response, and other requirements such as ISO 9001, as appropriate (see other requirements in item no. 7).

3 (a) Who are your company’s competitors?

Competitors are those selling goods or services similar to yours.

of 41

Company Name




(b) What makes you better than your competitors?

Your company may have a higher customer satisfaction level than your competitors. Also, you may be better than competition in terms of market share, pricing, product or service features, accessibility or product availability, warranty, and service delivery.

4 What is your workforce profile? “Workforce” refers to the people involved in accomplishing the work of your company. It includes your company’s permanent, temporary, and part-time personnel, as well as any contract employees supervised by your company. It includes team leaders, supervisors, and managers at all levels. “Volunteers”, such as may be found during your social responsibility activities, are also considered part of your workforce. People supervised by a contractor should be addressed in Category 6.

5 Show your company’s organizational chart.

The organizational chart is a visual representation of how a firm intends authority, responsibility, and information to flow within its formal organizational structure.

The organizational chart usually depicts different management functions (such as admin and finance, sales, production, quality control, warehousing, product design and development, and purchasing) in boxes linked with lines along which decision-making flows.

6 What are your company’s facilities? Facilities may include offices, stores, warehouses, factories, equipment, laboratories, clinics,

of 41

Company Name




restrooms, lockers, canteen/pantry, and staff houses.

7 What statutory and regulatory requirements apply to your company?

The term “Statutory Laws” refers to statutes that are passed by the legislature (e.g. Tax Reform Act, Labor Code of the Phils., Social Security Act of 1997, National Health Insurance Act of 1995, Home Development Mutual Fund Law of 2009, Food and Drug Administration Act of 2009, Food Safety Act, Intellectual Property Code of the Philippines, Civil Law of the Philippines, and The Corporation Code of the Philippines).

The term “Regulatory Laws” emanate from the executive branch of the government and are enforced by regulatory bodies. (e.g. Business License, Business Name Registration, SEC Registration, and PEZA Registration).

8 Who are your company’s suppliers and partners?

Suppliers may include those who provide your company with raw materials, services (e.g. janitorial, security, housekeeping, power, and water), equipment, packaging materials, etc.

Partners include other parties providing support (e.g. financial, technical) to your company and obtaining mutual benefits in accordance with the stipulated arrangements in the partnership.

9 (a) What is your company’s vision? The term “vision” refers to the desired future state of a company. The vision describes where the company is headed, what it intends to be, or how it wishes to be perceived in the future.

(b) What is your company’s mission? Your company’s overall function. It answers the question “what does your company do?”.

of 41

Company Name




(c) What are your company’s goals? Goals are the results that a company needs/wants to achieve within a given time frame.

(d) What are your company’s core values? The term “core values” refers to the principles that guide the way the workforce behaves as they go about performing their work. It enables people to distinguish what is right from what is wrong.

10 What difficulties does your company face? Difficulties can come in many forms, such as financial, sourcing of materials and supplies, staffing, regulations, selling, grievances, labor-management problems, competition, logistics, competencies and maintaining quality consistency.

of 41

Company Name




B. SELF-ASSESSMENT INSTRUCTION: Please mark with ☒ whichever is applicable to your company. In answering the category requirements, it is suggested

that the key people in charge of each process agree and have reached a consensus in your responses.

“Yes” mark if the company practices the criteria requirement. "No" mark if the company does not practices the criteria requirement.“List of Evidence" (If Yes) list down documents which will serve as evidence.“Description” (If Yes) describe how the practices/process is being implemented in the company

(e.g. how long, how frequent, step by step procedure, etc).

1 MANAGEMENT

NO YES NOTESThe Management Category looks at how your management guides and improves your company performance and how it addresses legal and community responsibilities.

Item 1.1 Managementa How does your management set and share your goals and

values with the workforce?☐ ☐ “Management” refers to the company’s highest ranking officials,

including managing directors and owners. Responses to 1.1(a) should show the processes of how management sets the goals that are presented in the company profile (P.9c) and the values presented under P.9d. Attention is given to how your management share these goals and values with the workforce.

DESCRIPTION

LIST OF EVIDENCES

of 41

Company Name




b How does your management communicate with and get

feedback from the workforce?☐ ☐ Management is expected to develop ways to effectively communicate

directions and goals company-wide. These include systematic ways used for both one-way and two-way communication including personal methods that may involve the use of social media and formal methods such as the use of meetings and surveys.

This is to ensure that management clearly communicates with the workforce at all levels throughout the company.

DESCRIPTION

LIST OF EVIDENCESc How does your management reinforce good performance

by taking a direct role in motivating the workforce, including by participating in reward and recognition programs?

☐ ☐ Apart from the company’s performance appraisal system, this Item asks for personal actions manifested by the management to positively and proactively instill and recognize a culture of good performance and encourage the workforce to think of new ways of doing work. Do they personally recognize good performers? How do they do it? How does management encourage the workforce to work better and smarter today than yesterday? Is there a recognition/reward system for new ideas implemented in the workplace?

DESCRIPTION

LIST OF EVIDENCESd How does your management evaluate and improve its own

effectiveness?☐ ☐ Management evaluation refers to the performance evaluation of the

highest ranking officials including managing directors or owners and the board of directors. Evaluation may be supported by third-party assessments of the leaders’ effectiveness, external advisory boards, peer

of 41

Company Name




reviews, and formal or informal workforce and other stakeholder feedback and surveys.

In highly respected companies, management are committed to setting high expectations for performance and performance improvement by enhancing their own personal leadership skills through personal coaching and mentoring or participation in leadership development courses.

DESCRIPTION

LIST OF EVIDENCES Item 1.2 Legal and Community Responsibilitiesa How does your company comply with statutory and

regulatory requirements, including impact on the environment?

☐ ☐ Role-model companies look for opportunities to exceed requirements and to excel in areas of legal and regulatory behavior.

Based on the applicable legal and regulatory requirements reported in P.7, describe the key compliance processes, measures, and goals for achieving and surpassing the legal and regulatory requirements.

Do not report key results of regulatory and legal compliance in 1.2(a); these results should be reported as Management Results under Item 7.4.

DESCRIPTION

LIST OF EVIDENCESb How does your company promote and ensure ethical

behavior in doing business?☐ ☐ Ethical behavior refers to how your company ensures that all decisions

and actions conform to the company’s moral and professional principles of conduct.

of 41

Company Name




Apart from having a Code of Conduct within the company, how are the provisions of this Code implemented, complied with, and monitored in a systematic manner? What other internal controls do you use to ensure ethical behavior?

Your company should be sensitive to issues of public concern, whether or not these issues currently are embodied in laws and regulations.

DESCRIPTION

LIST OF EVIDENCESc (1) How does your company help/support your key

communities?☐ ☐ Key communities refer to groups that the company supports as part of its

social responsibilities.

Areas of societal contributions and community support may include your efforts to improve the environment (e.g., collaboration to conserve the environment or natural resources); strengthen local community services, education, and health; and improve the practices of trade, business, or professional associations.

Examples of company community involvement include partnering with schools and school boards to improve education; partnering with health care providers to improve health in the local community by providing education and volunteer services to address public health issues; and partnering to influence trade, business, and professional associations to engage in beneficial, cooperative activities, such as sharing best practices to improve overall national global competitiveness and the environment.

For some charitable organizations, support for key communities may occur totally through the mission-related activities of the company. In such cases, it is appropriate to respond with an “extra effort” you devote to

of 41

Company Name




support these communities.(2) How is your workforce involved in these activities? ☐ ☐ Cite the community programs conducted and activities participated in by

everyone in the company. Time and funds spent on these should be reported in Management Results (Item 7.4).

of 41

Company Name




2 PLANNING

NO YES NOTESThe Planning Category looks at how the company develops and implements its plans.

Item 2.1 Plan Developmenta What steps do you follow when you plan for the future? ☐ ☐ “Planning” refers to your company’s systematic ways (formal or informal)

to preparing for the future. The requirement explicitly calls for a future-oriented basis for action but do not imply formalized planning, planning departments, planning cycles, or a specified way of visualizing the future. It may utilize various types of forecasts, projections, options, scenarios, knowledge, or other systematic ways to envisioning the future for purposes of decision-making and resource allocation. Planning may involve participation by key suppliers, distributors, partners, and customers.

Item 2.1 addresses your overall company planning, which may include changes in product offerings and customer satisfaction processes. However, the Item does not address product design or customer satisfaction strategies; you should address these factors in Items 6.1 and 3.2, as appropriate.

DESCRIPTION

LIST OF EVIDENCESb How does your company identify and analyze your

strengths, weaknesses, opportunities, and threats?☐ ☐ Knowledge of a company’s strengths, vulnerabilities, and opportunities for

improvement and growth is essential to the success and sustainability of the company. With this knowledge, you can identify those products, processes, competencies, and performance attributes that are unique to

of 41

Company Name




your company; those that set you apart from other companies; those that help you to preserve your competitive advantage; and those that you must develop to sustain or build your market position.

Companies need to know and be aware of practices and events happening inside and outside the company to determine their strengths, weaknesses, opportunities, and threats (SWOT).

DESCRIPTION

LIST OF EVIDENCESc How does your company develop plans to overcome

difficulties?☐ ☐ Developing plans to overcome difficulties may include the following

actions: prompt response and delivery, addressing specific customer requirements, adapting quality standards, and building supplier and customer relationships. Responses should address difficulties identified in your company profile under P.10.

DESCRIPTION

LIST OF EVIDENCESd How does your company develop plans to remain or

become better than your competitors?☐ ☐ This requirement implies that you have a clear knowledge and

understanding of how your competitors perform. This is related to Category 4 in terms of how you are able to systematically obtain data and information about your competition.

Your response may include the use of a variety of tools and techniques such as benchmarking, mystery shopping, and market research to remain or become better than your competitors.

DESCRIPTION

of 41

Company Name




LIST OF EVIDENCES Item 2.2 Plan Implementationa How does your company develop, share, and implement

activities to achieve its goals?☐ ☐ Development of action plans requires the identification of specific steps

and the resources needed to implement these steps. Resources may include time, people, and money, the supply of which will need coordination among several internal work units and even external stakeholders such as suppliers and customers

Ensure that plan implementation will be effective by communicating requirements and achieving agreement at the management and individual job levels.

Plan development and implementation are closely linked to other Items in the Criteria. The following are examples of key linkages:

• Item 1.1 for how your management sets and communicates company directions;

• Category 3 for gathering customer information as inputs to your plans and for implementing action plans;

• Category 4 for measurement and data management to support decision-making and improvement of company performance;

• Category 5 for meeting your manpower requirements and workforce training and development needs;

• Category 6 for changes to your value-creation and support process requirements resulting from your action plans; and

of 41

Company Name




• Category 7 for specific accomplishments relative to your company plans.

DESCRIPTION

LIST OF EVIDENCESb How does your company ensure that financial and other

resources are available to implement your activities and accomplish your goals?

☐ ☐ Examine how your company optimizes the use of resources, ensures the availability of trained employees and bridges short- and longer-term requirements that may entail capital expenditures, acquisition of appropriate technology, and sourcing of capable suppliers. A budgetary system is an example of how funds are allocated.

DESCRIPTION

LIST OF EVIDENCESc What are your targets and performance indicators

(expressed in numbers) to show achievement of your short and long-term goals?

☐ ☐ The plans must be properly documented and communicated company-wide as clear directions to achieve expected results (see Category 7) and ensure consistency in implementation.

DESCRIPTION

LIST OF EVIDENCESd How does your company measure progress of your plans’

implementation?☐ ☐ A project management methodology for tracking progress is a useful tool

in monitoring plan implementation.

DESCRIPTION

of 41

Company Name




LIST OF EVIDENCES

of 41

Company Name




3 CUSTOMER

NO YES NOTESThe Customer Category examines how the company identifies customers, determines their requirements, builds relationships with them, and determines their satisfaction.

Item 3.1 Customer Requirementsa How does your company target new or potential

customers?☐ ☐ These requirements can be addressed through customer listening

mechanisms such as market surveys, marketing and sales information, customer engagement data, win/loss analysis, and complaint data.

Listening may also include gathering and integrating survey data, focused group findings, internet-based data, and other data and information that affect customers’ buying preferences.

DESCRIPTION

LIST OF EVIDENCESb How does your company determine customers’ needs

and requirements?☐ ☐ The focus should be on features that affect customer preference and

loyalty — for example, those features that differentiate your products from competing offerings or services. Those features may include price, reliability, value, delivery, timeliness, ease of use, customer or technical support, and the sales relationship.

DESCRIPTION

LIST OF EVIDENCESc How do you gather information and feedback from your ☐ ☐ Refer to notes for 3.1a

of 41

Company Name




customers?

DESCRIPTION

LIST OF EVIDENCESd How does your company measure and analyze customer

satisfaction?☐ ☐ Determining customer satisfaction may include the use of any or all of the

following: surveys, feedback, customer account histories, complaints, field reports, win/loss analysis, customer referral rates, and transaction completion rates. Information may be gathered from the internet, through personal contact or a third party, or by mail.

Customer satisfaction measurements may include both a numerical rating scale and descriptors for each unit in the scale. Actionable customer satisfaction measurements provide useful information about specific product and service features, delivery, relationships, and transactions that affect customers’ future actions — repeat business and positive referrals.

DESCRIPTION

LIST OF EVIDENCESe How does your company measure and analyze

customer dissatisfaction?☐ ☐ Customer dissatisfaction is not the absence of satisfaction. Determining

customer dissatisfaction should be seen as more than reviewing low customer satisfaction scores. Dissatisfaction should be independently determined from customer satisfaction to ensure that specific factors that dissatisfy your customers are captured and documented. In some cases, customer satisfaction surveys may not be able to capture these specific factors of dissatisfaction because of time and space constraints in the survey. Once directly measured, however, it will enable your company to

How does your company measure and analyze customer satisfaction?

of 41

Company Name




identify root causes and enable a systematic remedy to avoid future dissatisfaction. Customer dissatisfaction may be measured through customer complaints, declining repeat orders, and increasing rejection rates.

DESCRIPTION

LIST OF EVIDENCES Item 3.2 Customer Relationshipsa How does your company handle feedback and complaints

from customers?☐ ☐ Customer dissatisfaction is not the absence of satisfaction. Determining

customer dissatisfaction should be seen as more than reviewing low customer satisfaction scores. Dissatisfaction should be independently determined from customer satisfaction to ensure that specific factors that dissatisfy your customers are captured and documented. In some cases, customer satisfaction surveys may not be able to capture these specific factors of dissatisfaction because of time and space constraints in the survey. Once directly measured, however, it will enable your company to identify root causes and enable a systematic remedy to avoid future dissatisfaction. Customer dissatisfaction may be measured through customer complaints, declining repeat orders, and increasing rejection rates.

DESCRIPTION

LIST OF EVIDENCESb How does your company ensure that your responses to

customer feedback and complaints lead to their satisfaction?

☐ ☐ A company must have a mechanism to ensure that its feedback and complaint handling process satisfies its customers. Prompt resolution of problems and a regular follow-through call to the complainant to assess their satisfaction with the way their complaint was handled may be one

of 41

Company Name




of the simplest ways of addressing this requirement. However, it must be emphasized that only the effective elimination of the causes of the problem will result in overall company improvement and prevent the recurrence of the problem.Responses to this requirement will necessarily link to systematic ways described in your responses to 3.1(b) and (d).

DESCRIPTION

LIST OF EVIDENCESc How does your company determine and ensure that your

CUSTOMERS are more satisfied with your company than with your KEY competitors?

☐ ☐ In determining customers’ satisfaction, a key aspect is their comparative satisfaction with competitors and competing or alternative offerings. Such information may be derived from your own comparative studies or from independent studies.

Other companies providing similar products may include companies that are not competitors but provide similar products in other geographic areas or to different populations.

In a rapidly changing competitive environment, many factors may affect customer preference and loyalty. This makes it necessary to listen on a continuous basis. To be effective, listening needs to be closely linked with your company’s overall business strategy.

DESCRIPTION

LIST OF EVIDENCES

of 41

Company Name




of 41

Company Name




4 MEASUREMENT AND DATA MANAGEMENT

NO YES NOTESThe Measurement and Data Management Category looks at how your company manages and uses data and information to support decision-making and improvement of company performance.

Item 4.1 Measurement, Analysis, and Improvement of Company Performancea How does your company select and collect data and

information for tracking daily operations, and overall company performance?

☐ ☐ A systematic way for selecting data and information may involve looking at the expected results, as well as the corresponding processes that enable the company to achieve these desired outcomes. To track and monitor these results and processes, relevant and appropriate measures and indicators need to be chosen to support decision-making. A management information system (MIS) may be useful in collecting and processing all the data and information required.

DESCRIPTION

LIST OF EVIDENCESb How does your company analyze and review your

performance data and information to determine progress in achieving your plans?

☐ ☐ Analysis includes examining levels versus targets, goals, or standards; trends over at least a 3-year period; comparisons with competitors or comparable companies providing similar products or services; cause and effect relationships; and correlations. Analysis should support your performance reviews, help determine root causes and possible solutions or improvements to current situations, and help set priorities for resource utilization. Accordingly, analysis draws on all types of data: customer-related, financial and market, operational, and competitive.

DESCRIPTION

of 41

Company Name




LIST OF EVIDENCESc How does your company use performance reviews to

develop plans for improvement?☐ ☐ Your effective selection and use of comparative data and information

require the: (1) determination of needs and priorities; (2) criteria for seeking appropriate sources for comparisons - from within and outside your company’s industry and markets; and (3) use of data and information to set stretch goals and promote major, non-incremental (“breakthrough”) improvements in areas most critical for your company’s competitive advantage.

DESCRIPTION

LIST OF EVIDENCESd How does your company compare your performance with

your key competitors or other comparable companies?☐ ☐ In relation to the outcomes in 4.1b above, what methodologies do you

now use to improve on your current plans? Prioritizing and driving improvements in critical areas are important to the success of top-performing companies. Using a Plan/Do/ Check/Act (PDCA) tool may help to address this requirement.

DESCRIPTION

LIST OF EVIDENCES Item 4.2 Management of Information Systemsa How does your company manage data and information to

ensure: accuracy, integrity, timeliness, and confidentiality?☐ ☐ “Accuracy” refers to freedom from error, correctness in value and

presentation.

“Integrity” refers to data and information that are complete, consistent, transparent, and obtained from reliable sources.

of 41

Company Name




“Timeliness” refers to up-to-date data and information valid for a given period of time.

“Confidentiality” refers to proprietary data and information that are kept exclusive and safe from unauthorized access.

Systematic ways to ensure compliance to the above characteristics need to be explained here, considering the changes in the data and information that flow in and out of the company.

DESCRIPTION

LIST OF EVIDENCESb How does your company make needed data and

information available to those concerned?☐ ☐ Data and information availability becomes increasingly important in

today’s electronic-based (internet, e-business, e-commerce) modes of transaction between product/service providers and customers.

Data and information are especially important in business networks, alliances and supply chains. Given the wide use of electronic data transfer, your responses to this Item should take into account this use of data and information and should recognize the need for rapid data validation and reliability assurance.

Data and information access may be via electronic or other means.

DESCRIPTION

LIST OF EVIDENCES

of 41

Company Name




c How does your company ensure the continued availability of data and information in the event of an emergency?

☐ ☐ Companies should carefully plan how they will be able to continue to provide an information technology infrastructure, data, and information in the event of either a natural or man-made disaster. These plans should consider the needs of all of the company’s stakeholders, including the workforce, customers, suppliers, partners and collaborators. Processes need to be in place to protect against system failure that may damage or destroy critical data. Processes should also be in place to protect against external threats, including attacks from hackers, viral infections, power surges, and typhoon-related damage. These plans should be coordinated with the company’s overall plan for business continuity under 6.2(c).

Typical ways would touch on the aspects of redundant systems as well as effective backup and storage of data at remote locations that increasingly includes electronic storage in the digital web. Critical here is the element of time – how fast can a company resume operation of its information and communication technologies after an emergency situation.

DESCRIPTION

LIST OF EVIDENCES

of 41

Company Name




5 WORKFORCE

NO YES NOTESThe Workforce Category looks at how the company enables the workforce to realize their full potential and achieve high performance.

Item 5.1 Workforce Environmenta How does your company determine your manpower

requirements (e.g. skills, staffing level)?☐ ☐ Determination of manpower requirements would consider both capability

and capacity.

“Capability” refers to your ability to do your work assignment.

“Capacity” refers to staffing levels to accomplish the work assignments.

DESCRIPTION

LIST OF EVIDENCESb How does your company recruit, hire and retain new

members of your workforce?☐ ☐ Recruitment can be done through your admin/personnel unit, or through

a 3rd party recruitment office. Hiring may be done by the immediate superior and/or the admin/personnel unit.

Retention of new members of your workforce may involve some form of benefits such as a salary adjustment or bonus upon regularization, availment of medical privileges, etc.

DESCRIPTION

LIST OF EVIDENCESc How does your company develop a work environment that ☐ ☐ A healthy work environment may consider such aspects as proper

of 41

Company Name




promotes workforce health, safety, and security? ventilation, optimum lighting for the nature of work, workplace temperature, noise control, pollution control, ergonomics, regular medical checkups, regular inspection and fumigation of work areas as necessary.

Some of the considerations with regard to security may include the following: prevention of theft and fraud; prevention of violence; and restricting access to parts of the physical facilities to authorized personnel only.

Safety is covered by regulatory standards for buildings and structures, fire related requirements of the Bureau of Fire Protection, and other related standards by the Safety Organization of the Philippines (SOPI) and Occupational Safety and Health Center (OSHC).

DESCRIPTION

LIST OF EVIDENCESd How does your company support your workforce via

policies, benefits, and services?☐ ☐ Appropriate services, benefits and policies enhance worker well-being,

satisfaction and motivation. List down all policies (e.g. policy on leaves, policy on salary adjustments, and policy on retirement) that support your workforce including benefits and services.

DESCRIPTION

LIST OF EVIDENCES Item 5.2 Workforce Engagementa How does your company determine what satisfies and

motivates your workforce?☐ ☐ Workforce motivation and satisfaction refers to the degree the workforce

feels positive about the company, the workplace, supervisors, and co-workers. It may lead to workforce engagement that reflects the extent of

of 41

Company Name




workforce commitment, both emotional and intellectual, to accomplishing the work, mission, and vision of the company.

Factors that may affect workforce satisfaction include effective workforce problem or grievance resolution; safety factors; workforce training, development, and career opportunities; workforce preparation for changes in technology or the work organization; the work environment and other work conditions; management’s empowerment of the workforce; information sharing by management; workload; cooperation and teamwork; recognition; services and benefits; communication; job security; compensation; and equal opportunity.

One of the ways to determine factors that motivate and satisfy the workforce is through workforce surveys.

DESCRIPTION

LIST OF EVIDENCESb How does your company measure and recognize or reward

good workforce performance?☐ ☐ High-performing companies put in place a workforce performance

management system that provides actionable feedback to employees, and links reward, recognition, compensation, and/or incentives to the achievement of work objectives.

Describe here your performance evaluation or appraisal system and how good performers are duly recognized or rewarded by management.

DESCRIPTION

LIST OF EVIDENCES

of 41

Company Name




c How does your company identify and address the training and development needs of your workforce?

☐ ☐ Training and development refers to the improvement of workforce members’ knowledge and skills to support the company’s goals. Training occurs inside or outside the company and may involve cross-posting, off or on-the-job training, coaching and mentoring, and/or computer-based learning.

Depending on the nature of your company’s work, workforce members’ responsibilities, and the stage of personal development, training needs may vary greatly. These needs may include improving skills for better communication, teamwork, and problem solving; process analysis and simplification; cycle time reduction; cost/benefit analysis; and computer skills.

DESCRIPTION

LIST OF EVIDENCESd How does your company measure and improve your overall

workforce engagement and satisfaction?☐ ☐ Formal and informal assessment methods may be used to determine

workforce engagement and satisfaction. Other indicators of engagement and satisfaction may include safety, absenteeism and tardiness; the turnover rate; grievances, strikes, and other job actions; and results of surveys.

To improve workforce engagement and satisfaction, management may put in place ways to track, analyze, and take action. For example, management may increase the extent of workforce participation in decision-making or in listening to their ideas.

DESCRIPTION

LIST OF EVIDENCES

of 41

Company Name




of 41

Company Name




6 OPERATIONS

NO YES NOTESThe Operations Category looks at how your company manages its key value creation and support processes to meet customer requirements.

Item 6.1 Value Creation Processesa (1) How does your company design, produce, and deliver

your products to create value for customers?☐ ☐ Key value creation processes refer to activities that increase the product’s

worth and usefulness to the customers. They might include product design and delivery, customer support, and business processes.

Factors that may need to be considered in design include: health and safety; long-term performance; environmental impact; process capability; manufacturability; maintainability; supplier capability; and documentation. Effective design also must consider cycle time and productivity of production and delivery processes.

Overall, effective design must take into account all stakeholders in the value chain. Your response should include how your products are not only designed but also produced and delivered to meet all requirements to create value for customers.

DESCRIPTION

LIST OF EVIDENCES

(2) How do you use inputs from customers and suppliers? Your response here should describe how the inputs from Category 3 are used to design, produce, and deliver your products. As you describe the process for product design, indicate how customer inputs are considered.

As the product is produced, describe how you ensure that relevant

of 41

Company Name




customer inputs included in the design stage remain in effect throughout the production process.

Customer delivery requirements (e.g. schedules, packaging, colors, temperature, size, volumes, etc.) must also be included in your processes for delivery.

DESCRIPTION

LIST OF EVIDENCESb How does your company manage and improve its

production operations and delivery of products considering costs, efficiency, productivity, and cycle time?

☐ ☐ “Costs” refer to the total cost of resources spent for products; including money, time and labor.

“Efficiency”, in general, describes the extent to which time or effort is well used for the intended task or purpose.

“Productivity” is a ratio of what is produced to what is required to produce it.

“Cycle time” refers to the period required to complete one cycle of an operation; or to complete a function, job, or task from start to finish.

Ways to improve processes may include: (1) sharing best practices across your company; (2) process simplification & error proofing; (3) research and development; (4) benchmarking; (5) using alternative technology; and (6) using information from customers.

Item 6.2 Support Processesa What are your support processes? ☐ ☐ These processes are those that support your key value creation activities,

which may include finance and accounting, sales, marketing, public relations, management information services, human resources, legal

of 41

Company Name




services, maintenance, research and development, laboratory, purchasing, and administration.

DESCRIPTION

LIST OF EVIDENCESb How does your company design, manage, and improve

your support processes?☐ ☐ You are asked how your company’s key support processes are designed to

meet all your requirements. The support process requirements usually do not depend significantly upon product characteristics, but upon your value creation processes [refer to 6.1(a)1], and they must be coordinated and integrated to ensure efficient and effective linkage and performance between your value creation and support processes.

You are also asked how day-to-day operations of your key support processes ensure meeting the key requirements, including how in-process measures and/or customer feedback are used.

Finally, you are asked how you improve your key support processes to achieve better performance. This Item calls for information on how your company evaluates and improves the performance of your key support processes.

DESCRIPTION

LIST OF EVIDENCESc How does your company prepare for and deal with

emergencies?☐ ☐ Emergencies and disasters may be weather-related (e.g. typhoons, floods),

utility-related, security-related, or due to a local or national emergency; including potential pandemics such as disease outbreaks.

of 41

Company Name




The extent to which you prepare for disasters or emergencies will depend on your company’s situation and its sensitivity to disruptions of operations. The impacts of climate change could include a greater frequency of disruptions. Acceptable levels of risk will vary depending on the nature of your products, supply chain, and stakeholder needs and expectations.

Efforts to ensure the continuity of operations in an emergency should consider all facets of your company’s operations that are needed to provide products to customers. You should consider both your value creation and your key support processes in your planning for such emergencies. The specific level of service that you will need to provide will be guided by your company’s mission and your customers’ needs and requirements.For example, a public utility company will likely have a higher demand to provide uninterrupted services than companies that do not provide an essential function. Your continuity of operations efforts should also be coordinated with your efforts to ensure data and information availability (Item 4.2).

Describe here your emergency response system (for fire, earthquake, typhoon, floods, sabotage, etc.).

DESCRIPTION

LIST OF EVIDENCES

of 41

Company Name




7 BUSINESS RESULTS

NO YES NOTES

The Business Results Category looks at your company’s PERFORMANCE and improvement in all KEY areas: CUSTOMER and product RESULTS, operations RESULTS, WORKFORCE RESULTS, MANAGEMENT RESULTS, and financial and market RESULTS. Include comparative/competitive RESULTS, as appropriate.

Item 7.1 Customer and Product Resultsa What are your results on measurement of customer

satisfaction and dissatisfaction? (Reference 3.1d)☐ ☐ The relationship between product performance and customer response

indicators are critical management tools with several uses: (1) defining and focusing on key quality and customer requirements; (2) identifying product and service differentiators in the marketplace; (3) determining possible cause-effect relationships between (a) your product and service attributes and (b) level of customer satisfaction and loyalty, and (c) as promoting positive referrals; and (4) the relationship might also reveal emerging or changing market segments, the changing importance of customer requirements, or even the potential obsolescence of company products.

This Item examines your company’s customer-focused performance results, with the aim of demonstrating how well your company has been satisfying your customers. It focuses on all relevant data to determine and help predict your company’s performance as viewed by your customers.You are asked to provide current levels and trends, for key measures and/or indicators of customer satisfaction.

DESCRIPTION

of 41

Company Name




LIST OF EVIDENCESb What are your product performance results that are

important to meet your customer needs and requirements? (Reference P.2 and 3.1b)

☐ ☐ This Item asks about your key product performance results, which demonstrate product quality and value that lead to customer satisfaction. Product performance results should relate to the key customer requirements based on information gathered in P.2 and Item 3.1.

Product performance measures appropriate for inclusion might be based upon the following: internal quality measurements ( e.g. conformance records, defect levels, .. ), field performance of products, response times, and customer surveys on product performance.

DESCRIPTION

LIST OF EVIDENCESc What are your results that pertain to building of

relationships with customers? (Reference 3.2)☐ ☐ This Item places an emphasis on customer-focused results that go beyond

satisfaction measurement because loyalty, repeat business, and longer-term customer relationships are better indicators and measures of future success in the marketplace and of organizational sustainability.

Results for customer relationship building might include retention, gains, and losses of customers and customer accounts; customer complaints, complaint management, effective complaint resolution, and warranty claims; customer assessment of access; customer advocacy for your brand and product offerings; and awards, ratings, and recognition from customers and independent rating organizations.

DESCRIPTION

LIST OF EVIDENCES

of 41

Company Name




Item 7.2 Operations Resultsa What are your results for key operations (e.g. production

efficiencies, inspection results, acceptance results of externally provided products, results of emergency drills and exercises, etc.)? (Reference 6.1a & b, 6.2b & c)

☐ ☐ Measures and indicators of the effectiveness and efficiency of operations may include the following: • Process performance that demonstrates improved cost savings or higher productivity by using internal and/or external resources • Waste reductions, by product use, and recycling ‐• Internal responsiveness indicators, such as cycle times, production flexibility, lead times, setup times, and time to market • Improved performance of administrative and other support functions such as incidences of operational downtime due to machine breakdown, and incidences of inventory stock out of raw and packaging materials, and supplies.• Performance indicators such as: production efficiencies, innovations, product and process yields, and product delivery performance • Supply chain performance indicators such as: cycle time, inspection‐ results, acceptance results of externally provided products, reductions in inventory and incoming inspections, increases in quality and productivity, improvements in electronic data exchange, and reduction in supply chain‐ management costs • Third party assessment results such as: ISO-based audits‐• Response times in emergency drills.

DESCRIPTION

LIST OF EVIDENCESb What are your results for the accomplishment of your

plans? (Reference 2.2)☐ ☐ Measures or indicators of action plan achievement should relate to the

short and long-term plans you report in 2.2c and your response to 2.2d. Results may be reflected in a Gantt chart showing planned schedules versus actual achievements (e.g. time-based, % completion).

of 41

Company Name




Item 7.3 Workforce Resultsa What are your results with regards to filling manpower

requirements such as skills and competence, target number and projected manpower for future business needs? (Reference 5.1a & b)

☐ ☐ Results should relate to processes described in Category 5. Your results should be responsive to key work process needs described in category 6 and to your company’s action plans described in Item 2.2.

Results reported for indicators of workforce capacity and capability might include staffing levels across company units and certifications to meet skill needs. Additional factors may include company restructuring, as well as job rotations designed to continuously meet customer and operational requirements.

DESCRIPTION

LIST OF EVIDENCESb What are your results for workforce health, safety, and

security? (Reference 5.1c & d)☐ ☐ Results for workforce safety might be in terms of number of accidents,

man-hours lost, man-hours without lost-time accidents, or non-compliances or violations of work safety regulations.

Health results include man-hours lost due to employee sickness.

Results for workforce security may include the number of recorded security incidents including theft and violence among others.

DESCRIPTION

LIST OF EVIDENCESc What are your results for workforce training and

development? (Reference 5.2c)☐ ☐ Appropriate measures and indicators of workforce training and

development might include innovation and suggestion rates, number of

of 41

Company Name




training hours per employee, courses completed, training effectiveness (e.g. training evaluation results, improvement in competency levels, etc.), on-the-job performance improvements, cross-training rates, number of rewards and recognition, number of promotions, and percentage of higher positions filled from within.

DESCRIPTION

LIST OF EVIDENCESd What are your results that show workforce engagement

and those that measure workforce satisfaction ? (Reference 5.2d)

☐ ☐ In addition to direct measures of workforce engagement and satisfaction through formal or informal surveys, some other indicators include absenteeism, turnover, grievances, strikes, workers’ compensation claims, improvement in local decision-making, organizational culture, and workforce knowledge sharing.

DESCRIPTION

LIST OF EVIDENCES Item 7.4 Management Engagementa What are your results that pertain to management’s

communication and engagement with the workforce? (Reference 1.1)

☐ ☐ Responses should address communication processes identified in Item 1.1. Measures and indicators may include employee perception or satisfaction with management’s communication methods, number of meetings personally conducted by management, and attendance in these meetings.

DESCRIPTION

LIST OF EVIDENCES

of 41

Company Name




b What are your results for compliance with statutory and

regulatory requirements? (Reference 1.2a)☐ ☐ Responses may include financial statement issues and risks, important

internal and external auditor recommendations, and the management’s responses to these matters. Statutory and regulatory results should address requirements described in 1.2b. Workforce-related occupational health and safety results should be reported in 7.3(b).

Measures should include environmental and regulatory compliance and noteworthy achievements in these areas, as appropriate.If your company has received sanctions or adverse actions under law, regulation, or contract during the past three years, the incidents and their current status should be reported.

DESCRIPTION

LIST OF EVIDENCESc What are your results for promoting and ensuring ethical

behavior? (Reference 1.2b)☐ ☐ Independent of an increased focus on issues of ethics and management

accountability, it is important for the company to practice and demonstrate high standards of overall conduct. Management should track relevant performance measures on a regular basis and emphasize this performance in stakeholder communications.

Measures or indicators of ethical behavior may include instances of ethical conduct breaches and responses, survey results on workforce perception of company ethics, and results of ethics reviews and audits. They also may include evidence that policies, workforce training, and monitoring system are in place with respect to conflicts of interest and proper use of funds.

DESCRIPTION

of 41

Company Name




LIST OF EVIDENCESd What are your results for the company’s support of and

involvement with key communities? (Reference 1.2c)☐ ☐ Responses should address your company’s support of involvement with

key communities described in 1.2c. Results of support and involvement with key communities include number of volunteer hours and costs incurred in participating in community activities, contributions, and number of community support activities.

DESCRIPTION

Item 7.5 Financial and Market Resultsa What are your results for financial performance? ☐ ☐ This Item examines your company’s key financial results, with the aim of

understanding your financial sustainability and your marketplace challenges and opportunities.

“Financial performance” refers to performance relative to measures of cost and revenue.

Measures reported in this Item are those usually tracked by management on an ongoing basis to assess your company’s performance.

Results for financial performance may include cash flow, sales, net income, operating margins, profitability, budget performance, and return on investment, etc.

Responses also should include measures of financial viability, such as liquidity, debt-to-equity ratio, and asset utilization.

DESCRIPTION

of 41

Company Name




LIST OF EVIDENCESb What are your results for market performance? ☐ ☐ Results for market performance might include market share, measures of

business growth, new customers, products, and markets entered (including e-markets and exports), and the percentage of sales derived from new products.

DESCRIPTION

LIST OF EVIDENCES

of 41

department of trade andcompany name - pqa | · web viewareas of societal contributions and...

Documents