This document contains a 70 question assessment for organizations to rate themselves on a scale of 1-5 in key areas of business excellence including leadership, strategic planning, information management, human resource focus, customer and market focus, supplier focus, processes, impact on society, and business results. The assessment is intended to help organizations understand their strengths and weaknesses in order to improve performance. Scores are categorized as excellent, good, average, or serious to indicate how well an organization is performing and what level of effort may be needed for improvement.

1. Business Excellence Assessment
( On the basis of world class parameters )

2. Business Excellence Assessment
Please answer the following questions about your organization. Each question
must be rated on a scale of 1-5, 1 being lowest and 5 being highest.
Note: To enable the users to enter their score and arrive at overall ratings, a separate
utility package is also provided in MS Excel file “Business Excellence Scoresheet” .
Just click on the next link.

3. Leadership
1. Is the top management having personal visible involvement in all aspects of
quality management?
2. Do they actively participate in creating and reinforcing customer focus
throughout the organization?

4. Leadership
3. Do they provide full support to the continuous improvement program by
providing appropriate resources?
4. Do they actively involve themselves in recognizing the employee/ team
contributions?

5. Strategic planning
5. Does the company have a common vision which is shared by all the
employees in its true sense?
6. Does the company’s strategic planning address realignment of work
processes to improve customer focus and operational performance?

6. Strategic planning
7. 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?

7. Strategic planning
8. Is commitment to resources for new facilities, process improvements and
training done considering long term objectives?
9. Does the company’s long term projections of operational performance
effectively incorporate comparisons with competitors?

8. FICCI
CE
Information management
10. Does the company’s working system and procedures promote easy
upward flow of information?
11. Do the employees feel free to share the information?
12. Is the company’s information management system accessible to every
one without any difficulty?

9. FICCI
CE
Information management
13. Does the company periodically update its information management
system?
14. Is the information system reliable and accurate for people to make
decisions in time?

10. FICCI
CE
Human resource focus
15. Does the company’s business plan consider human resource capabilities for
addressing quality leadership opportunities?
16. Is the investment in education and training decided considering employee needs
and future business needs?
17. Does the company evaluate its human resource planning using employee
feedback?

11. FICCI
CE
Human resource focus
18. Does the company have an effective system for setting both quantitative
and qualitative targets?
19. Are the employees generally aware and meet the expected performance
standards?
20. Does the company make effort to integrate employees job performance
with key quality improvement targets and business results?

12. FICCI
CE
Human resource focus
21. Does the company have an effective appraisal system which takes care
of the career progression of all the employees?
22. Is the company concerned about employee well being?
23. Is the good performance suitably rewarded?
24. Is the employee motivation level high and good performance suitably
rewarded ?

13. FICCI
CE
Human resource satisfaction
25. Is the company able to realize the full potential of its people and people’s
commitment to job is visible?
26. Are the existing system of incentive and reward adequate for maximum
employee contribution?
27. Is the company’s image as an employer good and the company is able to attract
the best talent?

14. Customer and market focus
28. Does the company address future needs taking into account competitors and
changing customer expectations?
29. Does the company regularly evaluate and improve its processes based in
changing customer expectations?

15. Customer and market focus
30. Does the company set performance standards and reviews them for further
improvement?
31. Does the company trace system performance, with reference to set
expectation level, using quality measures?

16. Customer and market focus
32. Does the company regularly evaluate and improve their commitments for
service performance to match customer expectations?
33. Does the company promptly resolve all formal and informal customer
complaints?

17. Customer and market focus
34. Does the company regularly determine customer’s current and expected
requirements?
35. Does the company determine specific product feature and their relative
importance using customer listening techniques like QFD?

18. Customer and market focus
38. Does the company’s customer satisfaction measure capture key information
that reflects their likely future behavior?
39. Is the customer satisfaction level effectively compared with that of your key
competitors by studies and independent surveys?

19. Customer satisfaction
40. Does the company improve its system of determining customer satisfaction
on a regular basis?
41. Does the company effectively use customer dissatisfaction indicators for
making improvements?
42. Has the company achieved better customer satisfaction for its products and
services in relation to its key competitors?

20. Supplier focus
43. Does the company evaluate supplier performance with specified
requirements/parameters through mutually agreed plans?
44. Does the company effectively communicate its quality requirements to
the suppliers?

21. Supplier focus
45. Does the company effectively evaluate if suppliers are meeting its quality
requirements?
46. Does the company organize training programs for the suppliers to
improve their ability to meet key requirements and response times?
47. Does the company have a system to generate healthy competition among
suppliers of similar items to improve performance?

22. Supplier focus
48. What is the level of your supplier satisfaction?
49. Are the suppliers paid in time ?
50. Does the company constantly endeavor for development of capabilities
of its suppliers?

23. Processes
51. Does the company’s product design consider customer’s implied and
future needs?
52. Does the company validate its product designs taking into account
performance, process and supplier capabilities?
53. Does the company evaluate and improve design and design processes so as
to improve product quality and cycle/response time?

24. Processes
54. Does the company determine the cause of variation, make corrections and
integrate them into the process?
55. Does the company analyze processes to achieve better quality, reduced
cycle/response time and better operational performance?
56. Does the company regularly evaluate and the key business processes, their
requirements, quality and operational performance?

25. Processes
57. Does the company regularly analyze and simplify the processes to
achieve better quality, cycle-time and operational performance?
58. Does the company effectively use alternative technology for
improvement?
59. Does the company effectively use information from customers for
business and support service process improvement?

26. Processes
60. Does the company make efforts to find out information from best in the class and
make use of this information for process improvement?
61. Is the criterion of benchmarking well defined and documented?
62. Does the company’s work culture ensure precedence to quality over cost and
response time considerations?
63. Is there a judicious planning for balancing cost, quality and time in every decision
taken in the organization?

27. Impact on society
64. Is the company effectively satisfying the needs and expectations of the society at
large?
65. Does the company effectively evaluate possible impacts of its products and
operations on society?

28. Impact on society
66. Does the company promote ethical conduct in all activities that it does and are
the company’s ad-campaigns truthful and reflect facts?
67. Does the company effectively consider energy conservation and preservation of
global resources?

29. Company specific business results
68. Does your company enjoy product quality leadership for the range of
products it deals with?
69. Is the company’s growth over the last financial year comparable with the
industry growth?
70. Are the overall financial results better that the last financial year and have
the shareholder expectations been met?

30. Analyze your score
•
281 - 350 : Excellent. You are doing very well, but there is no room for
complacency.
•
211 - 280 : Good. With a little effort you can do better.
•
141 - 210 : Average. Your direction is clear, but you need to intensify
your efforts to move up.
•
Less than 140 : Serious situation. You may not survive for a long time.
Immediate action is required to change the present situation.