Focused self assessment: diagnosing, prioritizing and improvement

摘要

The authors present and discuss a new type of questionnaire to be used for what we call "Focused Self-Assessment". The questionnaire has been designed in co-operation with a big service company (Post Denmark) with almost 30,000 employees. The company has used the questionnaire two times - a first time in 1997 - when it was decided to start up a company-wide quality improvement process - and a second time in 1999, when the process had lasted for 2 years. The questionnaire was designed to follow EFQM's Excellence Model. The idea of Focused Self-Assessment is to focus the self-assessment process on the vital few instead of the trivial many opportunities for improvement. Some results by using the questionnaire will be presented. The survey approach to self-assessment is described and data from a benchmarking study of European post offices is used. In the end a comparison between different estimation procedures for important weights is made.