关于平衡计分卡（ 英文原版）

标签：绩效管理,绩效评估,绩效考核制度,
Definition:Measurescustomerperceptionofthelevelofresponsivenesscooperationand
communicationwiththeprocurementoffice.
DataSource:CustomerSurvey.
DataGeneration:Accomplishedbyusingstandardizedsurveyinstrument.Individualsurvey
responsesareenteredintotheExcelDataReductionProgramwhichcalculatesresults.
DataVerification:ProcurementDirectorsareresponsibleforaccuracyofdataandretentionof
ExcelProgramReportsinaccordancewithrecordsmanagementrequirements.Reportswillbe
madeavailableforcomplianceand/orHQreviews.
MeasurementFormula:Numberofcustomersrespondingtothesurveythataresatisfiedwith
theresponsivenesscooperationandlevelofcommunicationdividedbythetotalnumberof
customersrespondingtothesurvey.
MeasurementNotes:ReportingofficesaretousethestandardizedsurveyprovidedbyHQ.
Reportingofficesareencouragedtoaddadditionalquestionsthathavesignificanceonthelocal
levelbutdonotincludetheresponsestothesequestionsintheresultsreportedtoHQ.
Allofficesaretosurveyarepresentativenumberofcustomers.Inordertoensurethestatistical
accuracyofresultsofficesaretostriveforaminimumof30surveyresponses.Formostoffices
theprimarycustomersaretheProcurementRequestgenerators-thoseprogrammaticpersonnel
thatutilizeandbenefitfromthecontractorprovidedgoodsandservices.Ifappropriateoffices
mayalsowishtoconsiderincludingprogrammanagementespeciallyiftherehavebeenmajor
procurementactionsduringthereportingperiod.Thecustomersselectedforthesurveyshould
befromtheuniverseofcustomersthatutilizedtheservicesoftheprocurementofficeduringthe
reportingperiod.IntheannualBSCreportofassessmentresultsreportingofficesareto
describethemethodologyusedforselectionofcustomerssurveyedanddescribetherationale
foritsuse.
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