B Y T O M G I L L E S P I E

NHQA CRITERIA

PERFORMANCE MANAGEMENT

PROCESSES

• Key processes are well defined.

• Key processes have performance standards.

• Employees have well defined responsibilities.

• Customer needs drive work system design.

MANAGEMENT

• Performance focuses on productivity of key

processes.

• Department budgets manage financial

performance.

• Results are tracked and reported regularly.

• Results are shared with employees.

MEASUREMENT

• Key metrics tracked and used for control and

improvement.

• Other builders studied for improvement potential.

• Systematic study of organizations outside the

industry and used to set long term goals.

IMPROVEMENT

• Changes made to eliminate recurring problems.

• Employees actively involved in improvement

activities.

• A systematic approach to make improvements.

• Trades involved in problem solving and quality

improvement.