6. Customer Results

What the organisation is achieving in relation to its external customers. Customer Results cover the following two sub-criteria that should be addressed

6a Perception Measures

These measures are of the customers’ perceptions of the organisation (obtained, for example, from customer survey, focus groups, vendor ratings, compliments and complaints).

Depending on the purpose of the organisation, customer perception measures may include evidence relating to:

§          Overall image;

§          Products and services;

§          Product or service support and aftercare

§          Loyalty

6b Performance Indicators

These measures are the internal ones used by the organisation in order to monitor, understand, predict and improve the performance of the organisation and to predict perceptions of its external customers.

Depending on the purpose of the organisation, performance indicators for customers may include evidence relating to:

§          Overall image;

§          Products and services;

§          Product or service support and aftercare;

§          Loyalty.

7. People Results

What the organisation is achieving in relation to its people. People Results cover the following two sub- criteria that should be addressed.

7a Perception Measures

These measures are of the people’s perception of the organisation (obtained, for example, from surveys, focus groups, interviews, structured appraisals).

People perception measures may include evidence relating to:

§          Motivation;

§          Satisfaction.

7b Performance Indicators

These measures are the internal ones used by the organisation in order to monitor, understand, predict and improve the performance of the organisation’s people and to predict their perceptions.

Depending on the purpose of the organisation, performance indicators for people may include those relating to:

§          Achievements;

§          Motivation and Involvement;

§          Satisfaction;

§          Servcies provided to the organisation's people.

8. Society Results

What the organisation is achieving in relation to local, national and international society as appropriate. Society Results cover the following two sub-criteria that should be addressed

8a Perception Measures

These measures are of the society’s perception of the organisation (obtained, for example, from surveys, reports, public meetings, public representatives, government authorities).

Depending on the purpose of the organisation, society perception measures may include those relating to:

§          Performance as a responsible citizen;

§          Involvement in the communities where it operates;

§          Environmental activities including energy management, waste and nuisance control

§          Preservation and sustainability of resources

8b Performance Indicators

These measures are the internal ones used by the organisation in order to monitor, understand, predict and improve the performance of the organisation and to predict perceptions of society. Depending on the purpose of the organisation, performance indicators for society may include those listed under 8a and in addition:

§          Supporting the community (e.g. employment, regeneration);

§          Good media profile;

§          Effective partnerships with regulatory authorities;

§          Organisation awards.

9. Key Performance Results

What the organisation is achieving in relation to its planned performance. Key Performance Results cover the following two sub-criteria that should be addressed. Depending on the purpose and objectives of the organisation some of the measures contained in the guidance for Key Performance Outcomes may be applicable to Key Performance Indicators and vice versa

9a Key Performance Outcomes

These measures are key results planned by the organisation and which, depending on the purpose and objectives of the organisation, may include those relating to:

§          Financial outcomes;

§          Non-financial outcomes.

9b Key Performance Indicators

These measures are the operational ones used in order to monitor, understand, predict and improve the organisation’s likely key performance outcomes.

Depending on the purpose and objectives of the organisation and its processes, they may include those relating to:

§          Processes;

§          External resources including partnerships;

§          Financial;

§          Buildings, equipment and materials;

§          Technology;

§          Information and knowledge