A .

MANAGEMENT ASSOCIATION OF PAKISTAN

QUESTIONNAIRE FOR

APPRAISAL OF

MANAGEMENT PRACTICES


QUESTIONNAIRE FOR APPRAISAL OF


SECTION “A”

CORPORATE GOVERNANCE

Management Association of Pakistan

Questionnaire for appraisal of Management Practices

A.Corporate Governance

Please indicate your choice as per the information asked for.All questions listed below must be answered.Please mention NA if the question is not applicable to your company.

1. The Board is chaired by an independent non-executive director? Yes No

2. The Board has standing committees in the following areas:Financial Audit Yes NoHuman Resources/Compensation - covered by Management Committee Yes NoStrategic Audit - covered by Management Committee Yes NoOthers (Specify) Yes No

- Committee of Directors Yes No- Management Committee Yes No- Business Steering Committee Yes No- Code of Business Principles Committee Yes No- Safety Health & Environment Committee Yes No

3. Has there been any non-compliance issue on code of corporate governance?(If yes, please explain)

Yes No

4. Describe any other practice of Good Governance not covered under Code of Corporate Governance as applicable to listed companies of Pakistan.(If yes, please explain)

Yes No




SECTION “B”

STRATEGIC PLANNING AND COMMUNICATION


Questionnaire for Appraisal of Management Practices

B.Strategic Planning & Communication

Please indicate your choice by writing the appropriate information All questions below must be answered,

1. The strategic management process in the company involves the following levels of Management. (Please tick the ones that applies predominantly)

Yes No

The Board of Directors Yes NoCEO and Directors Yes No

One level below CEO and Directors Yes NoAll Senior Management staff Yes No

All Management Staff Yes No

2. The Strategic management process is affected by:(Please tick the ones that applies predominantly)

Reactive factors Yes NoInfluencing factors Yes NoAnticipatory factors Yes No

All the above Yes NoOther (Please specify) Yes No

3. The strategic planning and budgeting systems are interlinked and integrated. (If yes, please keep copies ready for viewing by the MAP Evaluation Team)

Yes No

4. Does the company have a Statement of Valued Practices?(If yes, please keep copies ready for viewing by the MAP Evaluation Team)

Yes No

5. Are employees encouraged to adhere to the Value System and rewarded for conformance? (If yes, please keep some examples ready for discussion with the MAP Evaluation Team)

Yes No

6. Are employees punished for non-conformance to the Value System/stakeholders’ satisfaction surveys?(If yes, please keep some examples ready for discussion with the MAP Evaluation Team)

Yes No

7. Is the Business Planning system based on Key Performance Indicators? Yes No

8. Is there a separate cell for Strategic Planning directly reporting to the Chief Executive? Yes No

9. The company has a well defined written policy to identify and mitigate risks associated with the business. (If yes, please keep a copy ready for viewing by the MAP Evaluation Team)

Yes No




SECTION “C”

LEADERSHIP



C.

Leadership

Please rate your company's overall leadership pattern on the five point scale: S=Satisfactory, F=Fair, G=Good, Very Good=VG, E=Excellent. (Please give an example/s of how each aspect was applied during the last year. Use additional sheet's if required.)

1 Team Work Rating

Example(s)

2 Open Communications Rating

Example(s)

3 Empowerment Rating

Example(s)

4 Level of ownership of vision/mission/strategy Rating

Example(s)




SECTION “D”

SOCIAL RESPONSIBILITY



D.

Social Responsibility

Please indicate your choice by writing the appropriate information All questions must be answered.

1 Is social responsibility part of the company's written corporate objectives/Valued Practices? (If yes, please state)

Yes No

2 Does your company have a written policy for donating certain amounts as a % of sales/profits for social causes? (If yes, please state the figure)

Yes No

3 The company consciously tries to develop relationships with the community where the offices or plant are located? (If yes, please keep some examples ready for discussion with the MAP Evaluation Team)

Yes No

4 Are employees encouraged to actively participate in community and social affairs? (If yes, please keep some examples ready for discussion with the MAP Evaluation Team)

Yes No

5 How many handicapped people are employed by your company?(Please write the number in the adjacent box. The MAP Evaluation Team may want to meet some of these employees)

6 The company regularly donates money for charities and other social causes. (If yes, please give the figures pertaining to charitable donations for current as well as previous two years)

Yes No

Current Year

Last year

Year before last

7 The company has clearly defined written policies and procedures for environmental compliance. (If yes, please keep a copy ready for viewing by the MAP Evaluation Team)

Yes No

Waste Management Yes No

Pollution Reduction Yes No

Energy Conservation Yes No

8 Has the company voluntarily adopted measures beyond the requirements of Environmental Protection Act? (If yes, please keep some examples ready for discussion with the MAP Evaluation Team)

Yes No




SECTION “E”

CUSTOMER AND MARKET FOCUS



E.Customer and Market Focus

Please indicate your choice by writing the appropriate information All questions must be answered.

1 The company’s marketing strategy is focused on: (Please tick the ones that apply predominantly)

Product Development Yes No

Market Penetration Yes No

Market Development Yes No

Consumer satisfaction/Providing value to consumers Yes No

Other (please specify) Yes No

2 Does the company have a dedicated customer helpline? (If yes, please keep details ready for viewing by the MAP Evaluation Team)

Yes No

3 Does the company engage in Customer Relationship Management?(If yes, please keep details ready for viewing by that MAP Evaluation Team)

Yes No

4 Are surveys undertaken to measure the quality of service by your outlets?(If yes, please keep details ready for viewing by the MAP Evaluation Team)

Yes No

5 The company measures customer satisfaction/complaints systematically. (If yes, please keep the last evaluation report ready for discussion with the MAP Evaluation team)

Yes No




SECTION “F”

HUMAN RESOURCE FOCUS



F.

Human Resource Focus

Please indicate your choice as per the information asked forAll questions listed below must be answeredPlease mention N/A if the question is not applicable to your companyPlease attach an organogrom and provide information on the number of people employed in your company by categories of management, sales staff, support staff and workers.

1 Employee training needs are identified through:(Please tick the ones that apply predominantly)

Surveys Yes No

Interviews Yes No

Work samples Yes No

Formal Need Assessment Exercise Yes No

Supervisor and Peer ratings Yes No

2 The training expense as a % of total human resources expense is:

3 The succession and career planning system is reviewed every:(Answer only if the answer to question 4 is yes. Please tick the ones that apply predominantly)

Yes No

1 Year Yes No

2 Years Yes No

3 Years Yes No

Other (please specify) Yes No

4 The company uses the following method(s) for job evaluation:

Ranking method Yes No

Classification method Yes No

Factor Comparison method Yes No

Point method Yes No

Work Level System Yes No

Other (Please specify) Yes No

5 The appraisal is discussed and followed up with the employees. Yes No

6 The company has clearly defined and documented compensation policies. (If yes, please keep a copy ready for viewing by the MAP Evaluation Team)

Yes No

7 The staff turnover ratio in your company is

8 Does your company have an absenteeism issue or high attrition rate? If yes:

Yes No

What is the rate recorded for each?

How is it monitored and controlled?

9 The company has an Industrial Relations Manager. Yes No

10 Please provide the number of people employed in your company by qualification. (The numbers should add up to the total work force strength)

Doctoral degree (Ph. Os)

Masters degree (MBA/M.Sc./M.Com.etc.)

Professional degrees (CA/MBBS/BE etc.)

Bachelor's degree (B.Com./B.Sc./BA etc.)

Intermediate or less

11 The company has a training and development program for its employees? (If yes, give man-days spent in training per employee and details of multi-skill programs)

Yes No

12 Is your company an equal opportunity employer? (If yes, please keep a copy of the relevant policy and copies of employment advertisements ready for viewing by the MAP Evaluation Team)

Yes No

13 How many women (as a % of total workforce) are employed by your organization?




SECTION “G”

OPERATION MANAGEMENT FOR MANUFACTURING COMPANIES



G.Operations Management 1 (for manufacturing concerns)

Please indicate your choice as per the information asked for.All questions listed below must be answered.Please mention NA if the question is not applicable to your company.

1 Does the company have a "manufacturing strategy" aligned to business goals and objectives? (If yes, show examples and degree of adherence in a brief narration and have documentary evidence ready for viewing by MAP Evaluation Team)

Yes No

2 Does the company establish key performance indicators to evaluate and improve awareness and quality of work at all levels of operations management? If yes, please state:

Yes No

Productivity per employee

% of Units produced "Right First Time" as % of total production

Savings per unit cost in past three years

3 Does management actively participate in review of quality plans and take action when non-conformance occurs? If yes:

Yes No

TQM program (state number of non-conformities raised versus attended)ISO 9000 certification (state number of non-conformances highlighted in audits and attended)

Departments where the company is ISO certified

Quality Circles

4 Does management have a safety, health, environmental management, and waste handling policy/plan? If yes:

Yes No

How many man-hours have been worked without a lost time accident?

Trend of waste generated / unit of production over last three years

Incidents of regulatory non-compliance

Incidents of occupational illness

5 Does the company have established criteria that are used to compare its performance against competitors and best-in-class operators? If yes:

Yes No

What data is compared and how has performance changed in last three years?

6 Does the company have well-defined systems for monitoring plant and equipment performance?If yes, please state:

Yes No

Plant Availability (asset utilization) %

Maintenance plan v/s actual %

Spares inventory as % of asset cost

Maintenance cost as % of total cost of manufacturing

7 Does the company have a continual program for operational innovation, development, and improvement? If yes, show examples (where available) of each and completion status.

Yes No

8 Does the company work in partnership with its suppliers to meet its current and future requirements? (If yes, please state how and what savings have been achieved or are likely to be achieved?)

Yes No




SECTION “H”

BANKS, FINANCIAL INSTITUTIONS AND INSURANCE COMPANIES



H.

Operations Management 2 (For Banks, Financial Institutions & Insurance Companies)

Please indicate your choice as per the information asked.All questions listed below must be answered.Please mention NA if the question not applicable to your company.

I The service efficiency standards are developed, monitored and improved continuously. (If yes, please keep some examples ready for discussion with the MAP Evaluation Team)

Yes No

2 The customers are involved in the development of service standards.(If yes, please keep some examples ready for discussion with the MAPEvaluation Team)

Yes No

3 There have been improvements in service efficiency in the year under review. (lf yes, please keep some examples ready for discussion with the MAP Evaluation Team)

Yes No

4 The operations and service standards were adhered to and improvedin the following areas: (If yes, please keep some examples ready for discussion with the MAP Evaluation Team)

Customer Order Management Yes NoUse of Technology Yes No

Information Processes Yes NoOther (please specify) Yes No

5 The service network efficiency is measured through:

(Please tick the ones that apply predominantly)

Self Audits Yes NoThird Party Audits Yes No

Customer Interviews/surveys Yes No

6 The bases of location decisions about service network are taken

through:Customer need analysis Yes No

Matching the competition Yes No

Future potential analysis Yes No

7 The credit ratings given to the organization by independent rating agencies were:

Current yearLast year

Year before last

8 What was the Capital Adequacy Ratio:Current year

Last yearYear before last




SECTION “I”

INFORMATION/RISK MANAGEMENT



I.

Information/Risk Management

Please indicate your choice as per the information asked for.All questions listed below must be answered.Please mention N/A if the question is not applicable to your company.

1 There are written procedures for judging the accuracy, relevance and sufficiency of information and technology evaluation. (If yes, please keep a copy ready for viewing by the MAP Evaluation Team)

Yes No

2 The IT projects of your company inter-link with and support your company's wider strategic objectives. (If yes, please keep some examples of linkage and integration ready for discussion with the MAP Evaluation Team)

Yes No

3 The company has a well-defined written system of information quality audits. (If yes, please keep a copy ready for viewing by the MAP Evaluation Team)

Yes No

4 The company has implemented the following technology based systems: (Please tick the ones that apply predominantly)

Local area network Yes No

Wide Area Network Yes No

Enterprise Resource Planning (ERP) Yes No

On-line Customer Services Yes No

Company Website Yes No

5 Do you have a Business Continuity Plan (BCP)?((If yes, please keep a copy ready for viewing by the MAP Evaluation Team)

Yes No

Do you have a Disaster Recovery Plan?(If yes, please keep a copy ready for viewing by the MAP Evaluation Team)

Yes No

6 Is there a mock exercise (planned and/or spontaneous) and executed on a timely basis regularly to identify the company’s level of incident preparedness?

Yes No

7 Is there any training planned to create awareness of business continuity and incident response to process owners/department heads?

Yes No

8 Is there any security-oriented management of information assets of the company?

Yes No

9 Has there been unauthorized physical access, damage or interference to the organization’s information and IT infrastructure, especially by employee(s) who had clearance?(If yes, please keep some examples ready for discussion with the MAP Evaluation Team)

Yes No

10 Is there any risk assessment model implemented to identify and classify critical data/information of the organization?

Yes No




SECTION “J”

IT GOVERNANCE



J.

IT Governance


1

Do you have any IT steering / governing Committee headed by Director level person and comprise over departmental heads?

(A strategy committee should ensure board oversight of IT and one or more steering committees, in which business and IT participate, should determine prioritization of IT resources in line with business needs. Processes, administrative policies and procedures need to be in place for all functions, with specific attention to control, quality assurance, risk management, information security, data and systems ownership, and segregation of duties. To ensure timely support of business requirements, IT is to be involved in relevant decision processes.)

Yes No

2

Does your IT strategic Plans, being discussed at Steering Committee Level?

(IT strategic planning is required to manage and direct all IT resources in line with the business strategy and priorities. The IT function and business stakeholders are responsible for ensuring that optimal value is realized from project and service portfolios. The strategic plan should improve key stakeholders’ understanding of IT opportunities and limitations assess current performance and clarify the level of investment required. The business strategy and priorities are to be reflected in portfolios and executed by the IT tactical plan(s), which establishes concise objectives, plans and tasks understood and accepted by both business and IT.)

Yes No




SECTION “K”

IT INFRASTRUCTURE



K.

IT Infrastructure


1

Do you have any IT Resource (hardware/Software/Application) acquisition process in place?(Organizations should have processes for the acquisition, implementation and upgrade of the technology infrastructure. This requires a planned approach to acquisition, maintenance and protection of infrastructure in line with agreed technology strategies and the provision of development and test environments. This ensures that there is ongoing technological support for business applications.)

Yes No

2

Do you have any enterprise-wide integrated application implemented at all/few sites/location of the business?

(Enterprise resource planning applications are widely accepted as best solutions to ensure availability of real time information and provides the opportunity to apply business intelligence to take timely decisions.)

Yes No




SECTION “L”

IT SERVICE DELIVERY



L.

IT Service Delivery


1

Do you have any internal service level agreements, based on competitive rates for comparison with quality and value of the service provided internally

(Financial Management calculates and assigns monetary value to a service or service component so that they may disseminated across the enterprise. These agreements identify the ROI and quality of the service provided internally)

Yes No




SECTION “M”

IT SECURITY



M.

IT Security


1

Do you have Information Security policy, approved by the senior management and reviewed at planned intervals?

(An information security policy document shall be approved by management, and published and communicated to all employees and relevant external parties. The information security policy shall be reviewed at planned intervals or if significant changes occur to ensure its continuing suitability, adequacy, and effectiveness.)

Yes No

2

Do you plan to conduct independent review of information security and its implementation?

(The organization’s approach to managing information security and its implementation (i.e. control objectives, controls, policies, processes, and procedures for information security) shall be reviewed independently at planned intervals, or when significant changes to the security implementation occur)

Yes No

3

Do you have documented operating procedure of information security?

(Operating procedures shall be documented, maintained, and made available to all users who need them)

Yes No

4

Do you have Business Continuity Plan and Business continuity planning framework covering Business Impact Analysis of all functions/processes across organization in place.

A single framework of business continuity plans shall be maintained to ensure all plans are consistent, to consistently address information security requirements, and to identify priorities for testing and maintenance. Events that can cause interruptions to business processes shall be identified, along with the probability and impact of such interruptions and their consequences for information security.

Yes No

5

Do you offer Information security awareness, education and training to the employees specifically associated with the processing of information?

All employees of the organization and, where relevant, contractors and third party users shall receive appropriate awareness training and regular updates in organizational policies and procedures, as relevant for their job function

Yes No

Sources: CobIT 4.1 Control Objective Management Guidelines developed by The IT Governance Institute

(ITGI).

ITIL (Ver. 3) Service Management Practices developed by Office of Government Commerce UK.

ISO/IEC 17799 Information technology: Code of practice for information security management.

http://en.wikipedia.org/wiki/ISO/IEC_17799

Annexure

REVISED 27TH CORPORATE EXCELLENCE AWARDS QUESTIONAIRE

As committed by me in the last meeting, we are enclosing changes to be incorporated in following sections of MAP’s questionnaire.

Corporate Governance

Questions added:1. Does the board have a Performance Evaluation System to evaluate its own performance?

2. Are all financial analysts treated equally and the results disclosed through proper channels?

Social Responsibility

Questions added:1. Is CSR part of the Mission Statement of the organization?

2. Does the company have sustainability accounting and reporting system (triple bottom line)?

3. Does the company adhere to either of these reporting systems and certifications?-Accountability's AA1000-Global Reporting Initiative's Sustainability Reporting Guidelines-Verite's Monitoring Guidelines-Social Accountability International's SA8000 Standard-Green Globe Certification/Standard-ISO 14000 Environmental Management Standards

MAP IT Questionnaire

IT Governance

1. Do you have any IT steering / governing Committee headed by Director level person and comprise over departmental heads?

(A strategy committee should ensure board oversight of IT and one or more steering committees, in which business and IT participate, should determine prioritization of IT resources in line with business needs. Processes, administrative policies and procedures need to be in place for all functions, with specific attention to control, quality assurance, risk management, information security, data and systems ownership, and segregation of duties. To ensure timely support of business requirements, IT is to be involved in relevant decision processes.)

2. Does your IT strategic Plans, being discussed at Steering Committee Level?

(IT strategic planning is required to manage and direct all IT resources in line with the business strategy and priorities. The IT function and business stakeholders are responsible for ensuring that optimal value is realized from project and service portfolios. The strategic plan should improve key stakeholders’ understanding of IT opportunities and limitations assess current performance and clarify the level of investment required. The business strategy and priorities are to be reflected in portfolios and executed by the IT tactical plan(s), which establishes concise objectives, plans and tasks understood and accepted by both business and IT.)

IT Infrastructure

3. Do you have any IT Resource (hardware/Software/Application) acquisition process in place?

(Organizations should have processes for the acquisition, implementation and upgrade of the technology infrastructure. This requires a planned approach to acquisition, maintenance and protection of infrastructure in line with agreed technology strategies and the provision of development and test environments. This ensures that there is ongoing technological support for business applications.)

4. Do you have any enterprise-wide integrated application implemented at all/few sites/location of the business?

(Enterprise resource planning applications are widely accepted as best solutions to ensure availability of real time information and provides the opportunity to apply business intelligence to take timely decisions.)

IT Service Delivery

5. Do you have any internal service level agreements, based on competitive rates for comparison with quality and value of the service provided internally

(Financial Management calculates and assigns monetary value to a service or service component so that they may disseminated across the enterprise. These agreements identify the ROI and quality of the service provided internally)

IT Security

6. Do you have Information Security policy, approved by the senior management and reviewed at planned intervals?

(An information security policy document shall be approved by management, and published and communicated to all employees and relevant external parties.

The information security policy shall be reviewed at planned intervals or if significant changes occur to ensure its continuing suitability, adequacy, and effectiveness.)

7. Do you plan to conduct independent review of information security and its implementation?

(The organization’s approach to managing information security and its implementation (i.e. control objectives, controls, policies, processes, and procedures for information security) shall be reviewed independently at planned intervals, or when significant changes to the security implementation occur)

8. Do you have documented operating procedure of information security?

(Operating procedures shall be documented, maintained, and made available to all users who need them)

9. Do you have Business Continuity Plan and Business continuity planning framework covering Business Impact Analysis of all functions/processes across organization in place.

A single framework of business continuity plans shall be maintained to ensure all plans are consistent, to

consistently address information security requirements, and to identify priorities for testing and maintenance. Events that can cause interruptions to business processes shall be identified, along with the probability and impact of such interruptions and their consequences for information security.

10. Do you offer Information security awareness, education and training to the employees specifically associated with the processing of information?

All employees of the organization and, where relevant, contractors and third party users shall receive appropriate awareness training and regular updates in organizational policies and procedures, as relevant for their job function

Date post:	19-May-2015
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