平衡記分卡概要(PPT 13頁)

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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