17 Points of Quality

These are the elements that make up an agency and are the areas that will be reviewed:

1. CUSTOMER FOCUS
   Satisfying customers through meeting their requirements and value expectations is the primary task of every employee. >>more details

2. COMMUNICATIONS
   Verbal and nonverbal communications throughout all parts of the Agency are two-way, clear, timely, consistent and forceful.
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3. VISION
   Management establishes vision for the Agency and leads the initiative to set direction and align everyone in pursuit of the vision. >>more details
   
   
4. PLANNING
   Planning at all levels of the Agency keeps everyone focused on its vision, goals and strategies and provides a framework for achieving desired results. >>more details
   
   
5. ACCOUNTABILITY
   Accountability measures and indicators for Agency performance are established, analyzed and effectively used. >>more details
   
   
6. SELECTION
   Employees are selected using criteria that promotes the needs and expectations of the Agency both in the short term and the long term. >>more details
   
   
7. DEVELOPMENT
   People are recognized as key strategic resources. Development opportunities are provided to assure that each employee understands, supports and contributes to achieving Agency success. >>more details
   
   
8. INVOLVEMENT
   All employees are involved in establishing and achieving initiatives for performance and improvement goals. >>more details
   
   
9. MOTIVATION
   Employees are motivated through trust, respect, recognition and a work environment that is conducive to the well-being and growth of all employees. >>more details
   
   
10. INFORMATION
    Required information is clear, complete, accurate, timely, useful, accessible and integrated with products, services, processes and procedures. >>more details
    
    
11. BUSINESS ASSOCIATES
    Business associate or products and services, business associate contributions and business associate processes meet all requirements and contribute value for performance improvements. >>more details
    
    
12. INNOVATION
    Innovation is planned and effectively utilized in developing, implementing and improving processes. >>more details
    
    
13. INTEGRATION
    Processes and the products and services created by them are jointly designed as an integrated system. >>more details
    
    
14. CARRIERS/MARKETS
    Well chosen partnerships with carriers and other markets are key to providing excellent products and services. >>more details
    
    
15. BUSINESS RESULTS
    Financial and business improvement results meet objectives, show positive trends and substantiate Agency success. >>more details
    
    
16. PERFORMANCE
    The Agency's products and services are managed to ensure that customer requirements and expectations are met and both quality and operational performance are continuously improved.>>more details
    
    
17. RELIABILITY
    The Agency's products and services consistently provide superior value throughout the business relationship. >>more details

Discover the 5 Star way!

5 Star Imperatives Customer Focus Management Leadership Excellence Human Resource Excellence Process Excellence Product and Service Excellence

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