4.1c(1) Future Performance .......................................17 4.1c(2) Continuous Improvement and Innovation .................................................................. 17 4.2 Information and Knowledge Management ..................18 4.2a Data and Information .............................................18 4.2a(1) Quality ........................................................... 18 4.2a(2) Availability .................................................... 18 4.2b Organizational Knowledge ....................................18 4.2b(1) Knowledge Management...............................18 4.2b(2) Best Practices ................................................19 4.2b(3) Organizational Learning................................19 CATEGORY 5: WORKFORCE ........................................20 5.1 Workforce Environment ..............................................20 5.1a Workforce Capability and Capacity .......................20 5.1a(1) Capability and Capacity ................................20 5.1a(2) New Workforce Members .............................20 5.1a(3) Workforce Change Management...................21 5.1a(4) Work Accomplishment..................................21 5.1b Workforce Climate ................................................22 5.1b(1) Workplace Environment................................22 5.1b(2) Workforce Benefits and Policies ...................22 5.2 Workforce Engagement ...............................................23 5.2a Workforce Engagement and Performance .............23 5.2a(1) Organizational Culture ..................................23 5.2a(2) Drivers of Engagement..................................23 5.2a(3) Assessment of Engagement ...........................23 5.2a(4) Performance Management.............................24 5.2b Workforce and Leader Development .....................24 5.2b(1) Learning and Development System...............24 5.2b(2) Learning and Development Effectiveness .............................................................. 25 5.2b(3) Career Progression ........................................25 CATEGORY 6: OPERATIONS.........................................25 6.1 Work Processes............................................................25 6.1a Product and Process Design ...................................25 6.1a(1) Determination of Product & Process Requirements .............................................................25 6.1a(2) Key Work Processes......................................26 6.1a(3) Design Concepts............................................26 6.1b Process Management and Improvement ................26 6.1b(1) Process Implementation ................................26 6.1b(2) Support Processes..........................................26 6.1b(3) Product and Process Improvement ................26 6.1c Supply-Chain Management....................................27
6.1d Innovation Management ........................................ 27 6.2 Operational Effectiveness ............................................ 27 6.2a Process Efficiency and Effectiveness..................... 27 6.2b Management of Information Systems .................... 29 6.2b(1) Reliability ...................................................... 29 6.2b(2) Security and Cybersecurity ........................... 29 6.2c Safety and Emergency Preparedness ..................... 30 6.2c(1) Safety............................................................. 30 6.2c(2) Business Continuity....................................... 30 CATEGORY 7: RESULTS................................................. 31 7.1 Product and Process Results ........................................ 31 7.1a Customer-Focused Product & Service Results ........................................................................... 31 7.1b Work Process Effectiveness Results...................... 31 7.1b(1) Process Effectiveness and Efficiency............ 31 7.1b(2) Safety and Emergency Preparedness............. 34 7.1c Supply-Chain Management Results....................... 35 7.2 Customer Results ......................................................... 35 7.2a Customer-Focused Results..................................... 35 7.2a(1) Customer Satisfaction.................................... 35 7.2a(2) Customer Engagement................................... 36 7.3 Workforce Results ....................................................... 37 7.3a Workforce-Focused Results ................................... 37 7.3a(1) Workforce Capability and Capacity .............. 37 7.3a(2) Workforce Climate ........................................ 39 7.3a(3) Workforce Engagement................................. 40 7.3a(4) Workforce Development ............................... 41 7.4 Leadership and Governance Results............................ 42 7.4a Leadership, Governance, and Societal Responsibility Results ................................................... 42 7.4a(1) Leadership ..................................................... 42 7.4a(2) Governance.................................................... 44 7.4a(3) Law and Regulation....................................... 44 7.4a(4) Ethics ............................................................. 44 7.4a(5) Society ........................................................... 45 7.4b Strategy Implementation Results ........................... 47 7.5 Financial and Market Results ...................................... 47 7.5a Financial and Market Results................................. 47 7.5a(1) Financial Performance................................... 47 7.5a(2) Marketplace Performance.............................. 48
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