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Caterpillar Malcolm Baldrige Award

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Submitted By Manuel232425
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CATERPILLAR FINANCIAL SERVICES CORPORATION
TABLE OF CONTENTS AND FIGURES LIST

P: Organizational Profile

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Figure P-1
Figure P-2
Figure P-3
Figure P-4
Figure P-5
Figure P-6
Figure P-7
1: Leadership

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6

Figure 1-1
Figure 1-2
Figure 1-3
Figure 1-4
Figure 1-5
Figure 1-6
Figure 1-7
Figure 1-8
2: Strategic Planning

3: Customer and Market Focus

4: Measurement, Analysis, and Knowledge Management

Measurement Architecture
Sources & Uses of Comparative Data
Information Systems
Knowledge Management Approaches

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Figure 5-1
Figure 5-2
Figure 5-3
Figure 5-4
Figure 5-5
6: Process Management

Customer Listening Approaches
Customer Contact Mechanisms
Customer Survey Approaches

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Figure 4-1
Figure 4-2
Figure 4-3
Figure 4-4
5: Human Resource Focus

Strategic Planning Process
Strategies and Action Plans
Performance Projections

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Figure 3-1
Figure 3-2
Figure 3-3

30

Compensation Systems
Performance and Development
Process/Career Management
Training and Delivery Methods
Health & Safety Ergonomics
Employee Benefits and Services

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Figure 6-1
Figure 6-2
Figure 6-3
7: Business Results

Leadership Direction
Communication Processes...

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