7 Business Results

7.1 Customer Satisfaction Results

7.1.a. Administrative Services Satisfaction Results

Administrative Services’ Quality Leadership Team summarizes current levels and trends in key measures and/or indicators of customer satisfaction and dissatisfaction, including satisfaction relative to competitors.

7.2 Financial and Market Results

7.2.a. Administrative Services Financial and Market Results

Administrative Services’ Quality Leadership Team provides the results of financial performance, marketplace performance, and operational performance.

For all these results, trends over time and comparisons with competitors and other organizations are provided.

7.3 Human Resource Results

7.3.a. Administrative Services Human Resources Results

Administrative Services’ Quality Leadership Team summarizes current levels and trends in key measures and/or indicators of employee well being, satisfaction, development, work system performance, and effectiveness.

7.4 Supplier and Partner Results

7.4.a. Administrative Services Supplier and Partner Results

Administrative Services’ Quality Leadership Team summarizes current levels and trends in key measures and/or indicators of supplier and partner performance. Improvements in performance attributed to improvements in supplier and partner performance are noted.

7.5 Organization-Specific Results

7.5.a. Administrative Services Specific Results

Administrative Services’ Quality Leadership Team summarizes key organization specific results derived from: product and service quality and performance, key process performance, productivity, cycle time, and other efficiency measures, regulatory/legal compliance, and results supporting accomplishment of Administrative Services strategy and action plans.

Administrative Services’ Quality Leadership Team provides trends and comparisons for each of these results.