Truly excellent organizations are measured by their ability to achieve and sustain outstanding results for all of their stakeholders. To achieve outstanding results is hard enough most of the time. However, to sustain them in a world of increasing business uncertainty, global competition, rapid technological innovation, ever changing working processes and frequent movement in the economic, political, social and customer environments is even harder. A quality framework helps us to measure many facets of the performance of the overall enterprise and then take action when it is seen to be necessary. This framework is applied in many ways but most usefully by inviting individuals to complete this survey.

In order to gather people’s views on quality in a fair, consistent and comparable way, we have decided to utilize an electronic questionnaire. This simple process asks individuals to indicate their opinion in 80 separate questions. This will ultimately give us a very rich indication about how people feel about quality in the enterprise in 10 individual categories.