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ATTACHMENT A <br />Critical Work Systems Review Checklist: <br />I. Leadership and Strategic Planning <br />A. Mission Statement and Values <br />B. Goals and Objectives <br />C. Performance Measures for all management areas, not just service <br />delivery <br />D. Prioritized action/improvement plan <br />E. Service planning and service design process <br />F. Board by -laws <br />II. Customer Service <br />A. Plan and policy <br />B. Customer survey /input <br />C. Complaint management system <br />III. Human Resources <br />A. Employee Handbook <br />B. Job Descriptions <br />C. Employee performance management system <br />D. Employee recognition system <br />E. Internal Communications Process <br />F. Employee Education and Training Program <br />G. Safety Program (employee involvement) <br />H. Employee benefits <br />I. Promotion of diversity in the workplace <br />J. Employee feedback process (suggestion system) <br />25 <br />