Competitive Quality

Assessment of present performance

Benchmark your mission critical objectives with world class parameters

Instructions
1 This program contains 70 world class parameters in the form of questions divided into 9 sections given below.
All Questions must be answered on a 1 to 5 scale. 1 is the lowest and 5 is the highest.

I Leadership
ii Strategic planning
iii Information
iv Human Resources
v Customers
vi Suppliers
vii Manufacturing processes
viii Impact on society
ix Business Results

2 After entering your score for all 70 questions, you can use the 'Query' link given on top of each section to know
your strong and weak areas.

3 Click on the 'Graph link ' given on top of every section to see the overview of your overall business performance

Start
section to know

ness performance
1

4
Row 32
 Leadership

Score %

Is the top management having personal visible involvement in all aspects of quality management?

Do they actively participate in creating and reinforcing customer focus throughout the organization?

Do they provide full support to Continuous improvement program by providing appropriate resources?

Do they actively involve themselves in recognizing the employee/ team contributions?

Serious situation Average Good Excellent Total 0 0

Leadership

Row 32
Scope for improvement
Current status
20
0
5

9
 Strategic Planning

Score %
Does the company have a common vision which is shared by all the employees in its true sense?

Does the company’s strategic planning address realignment of work processes to improve customer
focus and operational performance?

Are the company’s strategies targeted for quantified measurable improvement in important areas and
Is building for future seen as more important than short term benefits?

Is commitment to resources for new facilities, process improvements and training done considering
long term objectives?

Does the company’s long term projections of operational performance effectively incorporate
comparisons with competitors?
Serious situation Average Good Excellent Total 0 0
 Strategic Planning

Scope for improvement

Scope for improvement
25
Current status 0
10

11

12

13

14
Serious situation
Scope for improvement
 Information

Score
Does the company’s working system and procedures promote easy upward flow of information?

Do employees feel free to share information?

Is the company’s information management system accessible to every one without any difficulty?

Does the company periodically update its information management system?

Is the information system reliable and accurate for people to make decisions in time.?
Serious situation Average Good Excellent Total 0
 Information

Scope for improvement

%

0
Scope for improvement
25
Current status 0
15

16

17

18

19

20

21

22

23
24

25

26

27
 Human Resource Focus

Is there a quality culture in the organization?

Does the company follow strong value systems?

Is every one trained in the organization to follow ethical practices?

Does the company have an effective system for setting both quantitative and qualitative targets?

Are the employees generally aware and meet the expected performance standards?

Does the company make effort to integrate employees job performance with key quality improvement
targets and business results?

Does the company have an effective appraisal system which takes care of the career progression
of all the employees?

Does the company promote creativity & innovation and encourage employees to for 'out of the box'
thinking?

Is there a system for employee recognition and is good performance rewarded?

Is the employee motivation level high and good performance suitably rewarded ?

Does the company analyze reasons for employee exit and is the emlloyee turnover ratio kept
to the minimum.

Is every one in the organization given training on time management & stress management so that
they can carry out the company's task in the productive manner?

Is the company’s image as an employer good and the company is able to attract the best talent?

Serious situation Average Good Excellent Total

 Human Resources

Scope for improvement

Score %
0 0
Scope for improvement
65

Current status 0
28

29

30

31

32

33

34

35

36

37
38

39

40

41

42
 Customers

Score
Is every one in the organization trained to meet the expectations of the internal customers?

Are the customers very satisfied with the company's products and services?

Do the company's customers come back for repeat purchases?

Does the company's products enjoy a competitive edge over its nearest competitors

Does the company regularly improve their products through PDCA to match their customer
expectations?

Does the company promptly resolve all formal and informal customer complaints?

Does the company regularly determine customer’s current and expected requirements?

Does the company determine specific product feature and their relative importance using customer
listening techniques like QFD?

Does the company analyze and use information on customer loss/gain and product performance to
develop future strategies?

Does the company effectively determine customer satisfaction and make effective efforts to improve
it further?
Does the company's products enjoy a niche market?

Is the customer satisfaction level effectively compared with that of your key competitors by in-house
studies and independent surveys?

Does the company improve its system of determining customer satisfaction on a regular basis?

Does the company effectively use customer dissatisfaction indicators for making improvements?

Has the company achieved better customer satisfaction for its products and services in relation to its
key competitors?

Serious situation Average Good Excellent Total 0

 Customers

Scope for improvement

%
0
Scope for improvement 75

Current Status 0
43

44

45

46

47

48

49

50
 Suppliers

Score
Does the company evaluate supplier performance with specified requirements/parameters through
mutually agreed plans?

Does the company effectively communicate its quality requirements to the suppliers?

Does the company effectively evaluate if suppliers are meeting its quality requirements?

Does the company organize training programs for the suppliers to improve their ability to meet key
requirements and response times?

Does the company have a system to generate healthy competition among suppliers of similar items to
improve performance?

What is the level of your supplier satisfaction?

Are the suppliers paid in time ?

Does the company constantly endeavor for development of capabilities of its suppliers?

Serious situation Average Good Excellent Total 0

 Suppliers

Scope for improvement

%

0
Scope for improvement
40

Current status 0
51

52

53

54

55

56
57

58

59

60

61

62

63
 Process

Score

Is 'Quality' the main objective of all the manufacturing processes.

Does the company validate its product designs taking into account performance, process and supplier
capabilities?

Does the company regularly determine waste / non-value-adding activities from the system and
eliminates them to improve efficiency.

Does the company determine the cause of variation, make corrections and integrate them into the
process?

Does the company regularly analyze the quality costs and ensures that maximum focus is given to
preventive measures?

Does the company regularly improve its the key business processes, their requirements, quality
and operational performance?
Does the company regularly analyze improves its manufactuiring processes by application of
scientific techniques like 5S, TPM, Gemba Kaizen & PDCA.

Does the company effectively use JIT for reducing inventory.

Does the company effectively deploy mistake proofing techniques to improve its overall
manufacturing processes.

Does the company make efforts to find out information from best in the class and make use of this
information for process improvement?

Is the criterion of benchmarking well defined and documented?

Does the company’s work culture ensure that there is continuous improvement in the product
quality based on customer needs & expectations.

Has the company introduced a system of quality MIS so as to ensure that the organization is
on a constant hunt for opportunity signals for improvement.

Serious situation Average Good Excellent Total 0

 Process

Scope for improvement

%
0
Scope for improvement
65
Current status 0
64

65

66

67

Serious situation
 Impact on society

Score
Is the company effectively satisfying the needs and expectations of the society at large?

Does the company effectively evaluate possible impacts of its products and operations on society?

Does the company promote ethical conduct in all activities that it does and are the company’s
ad-campaigns truthful and reflect facts?

Does the company effectively consider energy conservation and preservation of global resources?

Serious situation Average Good Excellent Total 0

Impact on Society

Scope for improvement

%

0
Scope for improvement
20

Current status 0
68

69

70
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 Business Results

Score %
Has the company significantly improved its market share from the previois year

Is the company’s growth over the last financial year comparable with the industry growth?

Are the overall financial results better that the last financial year and have the shareholder
expectations been met?

Total 0 0

Grand Total 0 0
0-140 141-210 211-280 281-350
Serious situation Average Good Excellent
 Business Results

Scope for improvement

Query - Evaluate your strong & weak points

You may at this stage like to have the list of all questions where you scored the lowest or highest marks.
Click on the arrow just above the score column to get the list of various options. Then click on the number
for which you want the list to be displayed. For example if you want to know the list of all questions where
you scored 1, click on 1, for 5 click on 5 and so on. Once the analysis is over click on (All) to display the
complete list once again.

Question Score Section

Is the top management having personal visible involvement in all aspects of quality management? 0 Leadership
Do they actively participate in creating and reinforcing customer focus throughout the organization? 0 Leadership
Do they provide active support to the change program by providing appropriate resources? 0 Leadership
Do they actively involve themselves in recognizing the employee/ team contributions? 0 Leadership
Does the company have a common vision which is shared by all the employees in its true sense? 0 Str.Plan
Does the company’s strategic planning address realignment of work processes to improve customer focus? 0 Str.Plan
Are the company’s strategies targeted for quantified measurable improvement in important areas ? 0 Str.Plan
Is commitment to resources , process improvements & training done considering long term objectives? 0 Str.Plan
Does the co’s long term projections of operational performance effectively incorporate competitor comparisions? 0 Str.Plan
Does the company’s working system and procedures promote easy upward flow of information? 0 Info.
Do employees feel free to share information? 0 Info.
Is the company’s information management system accessible to every one without any difficulty? 0 Info.
Does the company periodically update its information management system? 0 Info.
Is the information system reliable and accurate for people to make decisions in time.? 0 Info.
Does the co's business plan consider human resource capabilities for addressing quality leadership oppurtunities? 0 H/R
Is the investment in education and training decided considering employee needs and future business needs? 0 HR
Does the company evaluate its human resource planning using employee feedback? 0 HR
Does the company have an effective system for setting both quantitative and qualitative targets? 0 HR
Are the employees generally aware and meet the expected performance standards? 0 HR
Does the company make effort to integrate employees job performance with key quality improvement targets? 0 HR
Does the company have an effective appraisal system which takes care of the career progression of all employees? 0 HR
Is the company concerned about employee well being? 0 HR
Is the good performance suitably rewarded? 0 HR
Is the employee motivation level high and good performance suitably rewarded ? 0 HR
Is the company able to realize the full potential of its people and people’s commitment to job is visible? 0 HR
Are the existing system of incentive and reward adequate for maximum employee contribution? 0 HR
Is the company’s image as an employer good and the company is able to attract the best talent? 0 HR
Does the company address future needs taking into account competitors and changing customer expectations? 0 Customers
Does the company regularly evaluate and improve its processes based in changing customer expectations? 0 Customers
Does the company set performance standards and reviews them for further improvement? 0 Customers
Does the company trace system performance, with reference to set expectation level, using quality measures? 0 Customers
Does the co regularly evaluate and improve their commitments for service performance to match customer exp? 0 Customers
Does the company promptly resolve all formal and informal customer complaints? 0 Customers
Does the company regularly determine customer’s current and expected requirements? 0 Customers
Does the co determine specific product feature and their relative importance using techniques like QFD? 0 Customers
Does the co analyze and use information on customer loss/gain and product performance to develop future strategies? 0 Customers
Does the company effectively determine customer satisfaction and make effective efforts to improve it further? 0 Customers
Does the co’s customer satisfaction measure capture key information that reflects their likely future behaviour? 0 Customers
Is the customer satisfaction level effectively compared with that of your key competitors by studies & surveys? 0 Customers
Does the company improve its system of determining customer satisfaction on a regular basis? 0 Customers
Does the company effectively use customer dissatisfaction indicators for making improvements? 0 Customers
Has the co achieved better customer satisfaction for its products and services in relation to its key competitors? 0 Customers
Does the co evaluate supplier performance with specified requirements/parameters through mutually agreed plans? 0 Suppliers
Does the company effectively communicate its quality requirements to the suppliers? 0 Suppliers
Does the company effectively evaluate if suppliers are meeting its quality requirements? 0 Suppliers
Does the co organize training programs for the suppliers to improve their ability to meet key requirements? 0 Suppliers
Does the co have a system to generate healthy competition among suppliers of similar items to improve performance? 0 Suppliers
What is the level of your supplier satisfaction? 0 Suppliers
Are the suppliers paid in time ? 0 Suppliers
Does the company constantly endeavor for development of capabilities of its suppliers? 0 Suppliers
Does the company’s product design consider customer’s implied and future needs? 0 Process
Does the co. validate its product designs taking into account performance, process and supplier capabilities? 0 Process
Does the co. evaluate and improve design and design processes so as to improve product quality & cycle time? 0 Process
Does the company determine the cause of variation, make corrections and integrate them into the process? 0 Process
Does the co. analyze processes to achieve better quality, reduced cycle/response time and better performance? 0 Process
Does the co. regularly evaluate and the key business processes, their requirements, quality & oper. performance? 0 Process
Does the co. regularly analyze and simplify the processes to achieve better quality, cycle-time & oper. Performance? 0 Process
Does the company effectively use alternative technology for improvement? 0 Process
Does the co. effectively use information from customers for business and support service process improvement? 0 Process
Does the co. make efforts to find out information from best in the class and uses it for process improvement? 0 Process
Is the criterion of benchmarking well defined and documented? 0 Process
Does the company’s work culture ensure precedence to quality over cost and response time considerations? 0 Process
Is there a judicious planning for balancing cost, quality and time in every decision taken in the organization? 0 Process
Is the company effectively satisfying the needs and expectations of the society at large? 0 Society
Does the company effectively evaluate possible impacts of its products and operations on society? 0 Society
Does the co. promote ethical conduct in all activities that it does and are the company’s ad-campaigns reflect facts? 0 Society
Does the company effectively consider energy conservation and preservation of global resources? 0 Society
Has the company significantly improved the product quality from the last financial year? 0 B/Results
Is the company’s growth over the last financial year comparable with the industry growth? 0 B/Results
Are the overall financial results better that the last financial year and have the shareholder expectations been met? 0 B/Results

Grand Total 0
Scope for improvement
15

Current status 0
 % Score

10
20
30
40
50
60
70
80
90

0
100

Lead-
ership

Str.Plan

In-
forma-
tion

HR

Cus-
tomers
Your Organization at a glance

Sup-
pliers

Process

Society

Results
 Leadership 0
Str.Plan 0
Information 0
HR 0
Customers 0
Suppliers 0
Process 0
Society 0
Results 0
Results
Society