Homeland Security Assessment Manual: A Comprehensive Organizational Assessment Based on Baldrige Criteria Book

	Foreword	xi
	Preface	xiii
	Introduction	1
	Homeland Security Resources	1
	National Strategy for Homeland Security	2
	Baldrige Criteria for Performance Excellence	2
	Baldrige Core Values and Concepts	3
	The Baldrige Award	3
	The Baldrige Criteria	4
	Homeland Security Advisory System (HSAS)	4
Chapter 1	How to Use the Baldrige Criteria and HSAS to Assess Your Organization	5
	Process Evaluation Dimension (Baldrige Categories 1-6)	5
	Results Evaluation Dimension (Baldrige Category 7)	6
	"Importance" as a Scoring Consideration	6
	Baldrige Scoring Guidelines	8
	Scoring Profiles Based on Risk of Attack Levels	10
	Presidential Directives for Homeland Security	10
	Homeland Security Advisory System (HSAS) Risk of Attack Levels	10
	Assessment Scores Based on Risk of Attack Levels	11
	Homeland Security Scoring Profiles	12
Chapter 2	How to Use the Manual	19
	How to Use the Homeland Security Manual	19
	How to Begin and Prepare for an Assessment	19
	Assessing the Organization	20
	Organizational Overview	23
	Eight Steps for Successful Assessment Implementation and Manual Use	28
Chapter 3	Category 1: Leadership	33
1.1	Organizational Leadership	34
1.2	Social Responsibility	42
Chapter 4	Category 2: Strategic Planning	49
2.1	Strategy Development	50
2.2	Strategy Deployment	55
Chapter 5	Category 3: Customer and Market Focus	63
3.1	Customer and Market Knowledge	64
3.2	Customer Relationships and Satisfaction	68
Chapter 6	Category 4: Measurement, Analysis, and Knowledge Management	79
4.1	Measurement and Analysis of Organizational Performance	80
4.2	Information and Knowledge Management	86
Chapter 7	Category 5: Human Resource Focus	93
5.1	Work Systems	94
5.2	Employee Learning and Motivation	102
5.3	Employee Well-Being and Satisfaction	110
Chapter 8	Category 6: Process Management	119
6.1	Value Creation Processes	120
6.2	Support Processes	127
Chapter 9	Category 7: Business Results	135
7.1	Customer-Focused Results	136
7.2	Product and Service Results	139
7.3	Financial and Market Results	141
7.4	Human Resource Results	144
7.5	Organizational Effectiveness Results	148
7.6	Governance and Social Responsibility Results	152
	Summary of Assessment Items for Homeland Security	158
Chapter 10	Transforming Assessment Findings into Actionable Strategies for a Homeland Security Plan	161
Appendix A	Quick and Easy Supplier/Customer Assessment for Homeland Security (Based on Baldrige Criteria)	171
Appendix B	Homeland Security Benchmarking Process	191
Appendix C	Council on Competitiveness	197
Appendix D	Interviewing Hints and Tips	199
Appendix E	Homeland Security Documentation List	201
	Glossary	203
	Reference List for Added Reading	211
	Notes	213
	About the Author	215
	Index	217