卓越绩效评价材料 卓越绩效自评报告 ****公司 目 录4.1领导.........................................................................................................14.1.2 高层领导的作用..............................................................................14.1.3 组织治理.........................................................................................44.1.4 社会责任.........................................................................................64.2 战略............................................................................................................74.2.2 战略制定.........................................................................................74.2.3 战略部署.........................................................................................84.3 顾客与市场................................................................................................94.3.2 顾客和市场的了解..........................................................................94.3.3 顾客关系与顾客满意....................................................................114.4 资源..........................................................................................................124.4.2 人力资源.......................................................................................124.4.3 财务资源.......................................................................................254.4.4 信息和知识资源............................................................................264.4.5 技术资源.......................................................................................264.4.6 基础设施.......................................................................................264.4.7 相关方关系...................................................................................274.5 过程管理..................................................................................................274.5.2 过程的识别和设计......................
