平衡记分卡概要(PPT 13页)
所属分类:平衡计分卡
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CORE
Customer Satisfaction Index
Data Source: Customer Climate Survey
Also, documented results from formal
Baldrige, Presidential or Energy Quality
Award Self-Assessments and Site Visit
Evaluations
Elements:
Timeliness: Extent of customer
satisfaction with timeliness of
procurement processing; planning
activities; and on-going communications
Quality: Extent of customer satisfaction
with the quality of procurement services
Communications: Extent to which
procurement communicates accurate
information which impacts the work
of my organization
OPTIONAL
Data Source:
Real-time Transactional Survey
(if appropriate)
Elements Menu:
Schedule
Cost
Best Value
Performance against standard/commitment
Overall Satisfaction
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