2010_Nestle_Award_Application_Summary 英文.pdf

2010 Malcolm Baldrige National Quality Award Application Public Document TABLE OF CONTENTS Preface: Organizational Profile P.1 Organizational Description 1 P.2 Organizational Situation 2 Category 1: Leadership 1.1 Senior Leadership 4 1.2 Governance and Societal Responsibilities 6 Category 2: Strategic Planning 2.1 Strategy Development 8 2.2 Strategy Deployment 9 Category 3: Customer Focus 3.1 Customer Engagement 10 3.2 Voice of the Customer 12 Category 4: Measurement, Analysis, and Knowledge Management 4.1 Measurement, Analysis, and Improvement of Organizational Performance 13 4.2 Management of Information, Knowledge, and Information Technology 15 Category 5: Workforce Focus 5.1 Workforce Engagement 16 5.2 Workforce Environment 18 Category 6: Process Management 6.1 Work Systems 20 6.2 Work Processes 21 Category 7: Results 7.1 Product Outcomes 23 7.2 Customer-Focused Outcomes 26 7.3 Financial and Market Outcomes 27 7.4 Workforce-Focused Outcomes 28 7.5 Process Effectiveness Outcomes 33 7.6 Leadership Outcomes 35 P. PREFACE: ORGANIZATIONAL PROFILE P.1.a. Organizational Environment P.1. Organizational Description (1) Purina’s main products a