The U. S. Department of Labor, Employment and Training Administration has
put together a self-assessment system called Simply Better. Simply Better
is based on the criteria in the Malcolm Baldridge National Quality Awards.
It can be found at: http://esc.ttrc.doleta.gov/simplyb/
Drill down through the site until you find the assessment survey .pdf
(Adobe portable document format) files.
(I can't remember if I found the Simply Better site through this list. If
you posted the site, please let me know so I can thank you. HJC)
Another good web site was created by Bob Willard, now at IBM
headquarters.
http://www.oise.on.ca/~bwillard/ideaslo.htm#Section_0.1
If you want more sites, let me know. I have tons of them. (Yes, I do
have a real job too.) ;-)
I would also read Quality Progress, the journal of the American Society
for Quality Control. One recent issue (March 1997 maybe?) had an easy to
use tool called the Potential Gain in Customer Value (PGCV) index that can
help identify areas that need improvement. The beauty of this tool is
that is measures internal customer satisfaction issues in terms of what
customers believe to be important. It is by no means a complete
diagnostic or planning system, but it is an additional tool for improving
the necessary dialogue between customers and suppliers. Through that
dialogue, learning among those being measured and those doing the
measuring will occur.
--Opinions or statements expressed herein, rational or otherwise, do not necessarily reflect those of my employer.
Harold J. Crossman OSRAM SYLVANIA INC. Lighting Research Center 71 Cherry Hill Dr. Beverly, MA 01915 Phone: (508) 750-1717 E-mail: crossman@osi.sylvania.com
Our web sites: www.sylvania.com www.siemens.com
Learning-org -- An Internet Dialog on Learning Organizations For info: <rkarash@karash.com> -or- <http://world.std.com/~lo/>