Best Practice Report: Leadership: Corporate Social Responsibility (CSR)

Corporate social responsibility (CSR) is when an organisation takes responsibility for the impact of its decisions and operations on society and the environment. It is when an organisation achieves a balance between economic, environmental and social imperatives, and the expectations of stakeholders for the long term.

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Voice of the customer (VOC) programme provides valuable feedback loop

Using the Baldrige Criteria as the guide, the AARP, US-based interest group for the elderly, implemented a Voice of the Customer (VOC) programme as a customer feedback loop for all programmes and for volunteers that served in the programmes. The VOC feedback provided AARP with actionable information feedback that enabled AARP to take in what people are saying about AARP on social media, on blogs or other media sources, via the call centre, in email, or even in person at AARP’s many local events and then to analyse that information on a daily basis. Using a real-time customer-sentiment analysis tool, AARP took care of requests, anticipated challenges, and improved service to people.


A Cybersecurity Framework Success Story

The article describes the University of Kansas Medical Centre’s (UKMC) implementation of The Framework for Improving Critical Infrastructure Cybersecurity. The Framework is a voluntary framework developed through a collaborative process by industry, academia, and government stakeholders. The Framework enables organisations – regardless of size, degree of cybersecurity risk, or cybersecurity sophistication – to apply the principles and best practices of risk management to improving security and resilience. In the process The Baldrige Cybersecurity Excellence Builder (BCEB) effectively complemented the use of the NIST Cybersecurity Framework (CSF).

Do you know that there are more than 1300 performance measures available in And increasing…

BPIR Tip of the Month – Searching performance measures

Business Excellence Models

Use to help you to select measures to assess your organisation’s performance. There are around 1200 to choose from, with description and formulae for each measure. Commentaries are also provided for the most commonly used measures. These explain why the measure is important and how to use it.


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