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 Baldrige Performance Excellence Program
    
      
  Foundations for a Successful Business
                            Expand or Collapse
          Organizational Context
                      Leadership
                      Strategy
                      Customers
                      Data and Analysis
                      Workforce
                      Operations
                      Results
                      Learn and Improve
                      Your Turn
                      What’s Next?
                      Foundations for a Successful Business Interactive ModulesResults

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Measure your results—they tell you how well you are doing.

      Results image showing a laptop sitting on paper showing results.
Credit:
          
  Oleksiy Mark/ShutterstockFind out how you are doingTrack results that lead toward your visionTrack results for customer satisfactionTrack results for job satisfactionTrack results for products, services, and operationsTrack results for financial performance and growthResults - Interactive ModuleYour Turn - Answer Your Organizations Key Questions

Find out how well you are doing.

Your organization is only as good as its results and how they change over time. Wherever possible, track how they compare to your competitors’ and even non-competitors’ results.
	Track leading and lagging results.Track results for trust in leadership, ethical behavior, legal compliance, and accomplishment of the objectives that lead toward your vision.

      Leadership, Behavior, and Compliance Icon showing bar graphs with a magnifying glass.Examples might relate to

perceptions of leaders’ and managers’ communication
	perceptions of the organization’s ethical behavior
	results of oversight or audits
	progress toward your strategic objectivesTrack results for customer satisfaction and repeat business.

Some examples include

customer satisfaction ratings
	customer retention and loss
	complaints and complaint management
	customer‐perceived value based on quality and price
	willingness to refer others
	customers’ assessment of access and ease of useTrack results for your workforce members’ job satisfaction and commitment to your organization’s work.

      Job Satisfaction and Commitment Icon showing five stars with a chart going up in a positive trend.Some examples include

perceived quality of their job
	safety
	absenteeism
	turnover
	satisfaction
	complaints (grievances)
	extent of training
	extent and success of workforce empowermentTrack results for the quality of your products and services and the performance of your operations.

Track the actual performance of products/services, defect levels, service errors, response times, and product/service performance as reported on customer surveys.

For process effectiveness and efficiency, some examples include

cost
	productivity
	cycle time
	performance of administrative and other support functions
	supply‐chain performanceFinancial Performance and Growth Icon showing a chart with money stacked next to it.Track results for your organization’s financial performance and growth of your business.

A beginning approach is to track trends in financial performance over a period of five years in a minimum of three areas (e.g., gross revenue, gross profit, and net profit).

Interactive Module

Results photo showing a man reviewing different results.
Credit:
          
  Natee K Jindakum/Shutterstock

Results

Online self-paced learning for each of the fundamental areas of the *Foundations for a Successful Business.*

View all modules.

Role-Model Best Practices

AARP
Baldrige Award Recipient

Results for two key performance indicators, “Lives impacted through advocacy” and “Lives impacted through programs,” indicate that AARP has succeeded so far in doubling the reach of its work to impact lives from 32 million people in 2015 to more than 60 million in 2019.



Role-model best practice are from award application at time of award.
Learn more role-model best practices from Baldrige Award recipients in all sectors.
  Performance excellence, Assessment tools and services and Baldrige Framework and Criteria

    
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Created May 2, 2023, Updated June 1, 2023 ‹ Operations
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