Baldrige Application: General Motors

4. Measurement, Analysis, and Knowledge Management 4.1 Measurement, Analysis, and Improvement of Organizational Performance

4.1 Measurement, Analysis, and Improvement of Organizational Performance: How do you measure, analyze, and then improve organizational performance? (1) how do you track data and information on daily operations and overall organizational performance? (2) how do you select comparative data and information to support fact-based decision making? (3) how do you select voice-of-the-customer and market data and information? (4) how do you ensure that your performance measurement system can respond to rapid or unexpected organizational or external changes? (5) how do you review your organization's performance and capabilities? (6) how do you project your organization's future performance? (7) how do you use findings from performance reviews (addressed in question 5) to develop priorities for continuous improvement and opportunities for innovation?