The Criteria - in brief
The 'enabler' criteria are about how an organisation carries out what it does. The five ENABLERS are subdivided into a total of 24 sub-criteria. We give here the main areas into which they are broken, but for comparative simplicity do not go into the full detail.
| ENABLER | KEY ISSUES |
|---|---|
| Leadership | Creating and role modelling the culture Active participation Communication and reinforcement of good behaviours |
| Policy & Strategy | How policy & strategy are originated Implementation through key processes Implementation through business plans, and communication to relevant stakeholders |
| People | Overall people management to create the appropriate environment Ensuring people are properly prepared for their roles How people undertake their roles Communication |
| Partnerships & Resources | How the non-people resources of the organisation are managed and how they align with the overall strategies:- a) External partnerships b) Financial resources c) Buildings, equipment and materials d) Technology e) Information and knowledge |
| Processes | Process management Process improvement Customer focus in products and services Customer relationship management |
Results
The four 'results' criteria are about what an organisation has and continues to achieve. The RESULTS are split into two sub-criteria each.
Customer, People and Society Results are each split into:
a) Perception measures, which are the direct results obtained from relevant stakeholders
b) Performance indicators, which are the internal ones used by the organisation to predict the perceptions of the relevant stakeholders
The Key Performance Results criterion is split into:
a) Key Performance Outcomes, which are the key results planned by an organisation
b) Key Performance Indicators, which are the internal measures used to predict the likely key performance outcomes
