1. Leadership

1.1 Senior Leadership

a. Vision, Values, and Mission
b. Communication and Organizational Performance

1.2 Governance and Societal Responsibility

a. Organizational Governance
b. Legal and Ethical Behavior
c. Societal Responsibilities and Support of Key Communities

2. Strategic Planning

2.1 Strategy Development

a. Strategy Development Process
b. Strategic Objectives

2.2 Strategy Deployment

a. Action Plan Development and Deployment
b. Performance Projection

3. Customer Focus

3.1 Customer Engagement

a. Product and Service Offerings and Customer Support
b. Building a Customer Culture

3.2 Voice of the Customer

a. Customer Listening
b. Determination of Customer Satisfaction and Engagement
c. Analysis and Use of Customer Data

4. Measurement, Analysis, and Knowledge Management

4.1 Measurement, Analysis, and Improvement of Organizational Performance

a. Performance Measurement
b. Performance Analysis and Review
c. Performance Improvement

4.2 Management of Information, Knowledge, and Information Technology

a. Data, Information, and Knowledge Management
b. Management of Information Resources and Technology

5. Workforce Focus

5.1 Workforce Engagement

a. Workforce Enrichment
b. Workforce and Leader Development
c. Assessment of Workforce Engagement

5.2 Workforce Environment

a. Workforce Capability and Capacity
b. Workforce Climate

6. Process Management

6.1 Work Systems

a. Work Systems Design
b. Key Work Processes
c. Emergency Readiness

6.2 Work Processes

a. Work Process Design
b. Work Process Management
c. Work Process Improvement

7. Results

7.1 Product and Service Outcomes

a. Product and Service Results

7.2 Customer-Focused Outcomes

a. Customer-Focused Results

7.3 Financial and Market Outcomes

a. Financial and Market Results

7.4 Workforce-Focused Outcomes

a. Workforce Results

7.5 Process Effectiveness Outcomes

a. Process Effectiveness Results

7.6 Leadership Outcomes

a. Leadership and Societal Responsibility Results