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BALDRIGE NATIONAL QUALITY PROGRAM. www.baldrige.nist.gov. Evaluation Process: Basic Concepts. Evaluating Results Items for New Examiners. Learning Objectives:. Describe what examiners should be looking for in evaluating Results. Identify the four factors used to evaluate a Results Item.

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BALDRIGE NATIONAL QUALITY PROGRAM

www.baldrige.nist.gov

Evaluation Process:

Basic Concepts

Evaluating Results Items

for New Examiners


Learning objectives
Learning Objectives:

  • Describe what examiners should be looking for in evaluating Results

  • Identify the four factors used to evaluate a Results Item

  • Identify the tools used to document an Examiner’s evaluation of a Results Item.


Criteria key characteristics
Criteria Key Characteristics

Results are the concrete demonstration of the effectiveness of the approaches described in the process responses

determine what results you should be expecting

evaluate the performance in the results that are presented

identify strengths resulting from positive performance

identify opportunities resulting from missing results or negative performance


What should i be looking for
What Should I Be Looking For?

Expected Results

Appropriate Comparisons

Important Segmentation

Coverage of Key Customer, Market, Process and Action Plan Requirements


Expected results
Expected Results

Responses to Process Criteria Questions should provide

  • Process outputs and outcomes

  • Performance measures used to manage and improve processes

Key Product and Service Descriptions should provide

  • Features important to customers






Expected results2
Expected Results

Bronson Methodist Hospital


Expected results3
Expected Results

Jenks Public Schools



Appropriate comparisons

“Performance is examined relative to competitors and/or other organizations providing similar products and services”

“Include appropriate comparative data”

Appropriate Comparisons


Appropriate comparisons context
Appropriate Comparisons ~ Context other organizations providing similar products and services”

Look in the Organizational Profile

Baptist Hospital

Eligibility Forms

The Application


Appropriate Comparisons other organizations providing similar products and services”

Dyn McDermott


Important Segmentation other organizations providing similar products and services”

“Segment your results . . .”


Important Segmentation other organizations providing similar products and services”

Monfort College of Business


Important Segmentation other organizations providing similar products and services”

Dyn McDermott


Important Segmentation other organizations providing similar products and services”

Caterpiller Financial Services


How do i evaluate performance
How do I evaluate performance? other organizations providing similar products and services”

Performance is generally presented in one of three ways:

Tables

Narrative

Charts/Graphs


How do i evaluate performance1
How do I evaluate performance? other organizations providing similar products and services”

  • Importance

  • Performance Level/Relative Performance

  • Rate of Improvement (Trend)

  • Coverage


How do i evaluate results items
How do I evaluate Results Items? other organizations providing similar products and services”

Results Items are evaluated using 4 factors:

  • Levels

  • Trends

  • Comparisons

  • Integration

LeTCI


Levels
Levels other organizations providing similar products and services”

  • Numerical information that places or positions an organization’s results and performance on a meaningful scale

  • An organization’s current level of performance


Trends
Trends other organizations providing similar products and services”

  • Show the direction and rate of change for an organization’s results

  • Provide a time sequence of organizational performance

  • Require 3 historical data points


Comparisons
Comparisons other organizations providing similar products and services”

  • Performance relative to others such as competitors or organizations similar to yours

  • Performance relative to benchmarks or industry leaders


Integration
Integration other organizations providing similar products and services”

  • Results measures address important customer, product/service, market, process & action plan performance requirements identified in the Organizational Profile and process Items

  • Include valid indicators of future performance

  • Are harmonized across processes and work units


How Do I Evaluate Results Items? other organizations providing similar products and services”


How Do I Evaluate Performance? other organizations providing similar products and services”

Evaluate all the results presented for each item

Make a HOLISTIC judgment

Which scoring range is MOST representative

Overall performance of the organization


Where do i document my evaluation
Where do I document my evaluation? other organizations providing similar products and services”

Observations

Independent Review Worksheets


How Do I Evaluate Performance? other organizations providing similar products and services”

Bronson Methodist Hospital


How Do I Evaluate Performance? other organizations providing similar products and services”

Bronson Methodist Hospital


How Do I Evaluate Performance? other organizations providing similar products and services”

Bronson Methodist Hospital


How Do I Evaluate Performance? other organizations providing similar products and services”

Bronson Methodist Hospital


How Do I Evaluate Performance? other organizations providing similar products and services”

Richland College


How Do I Evaluate Performance? other organizations providing similar products and services”


Closing
Closing other organizations providing similar products and services”

You have now reached the end of this section of the online training modules for New Examiners.

Please select the online units for New Examiners: Award Evaluation Process Overview and the Elements of a Well-Written Comment to continue your orientation.

Links to the online training modules can be found on our website:

www.baldrige.nist.gov

In the Examiner Learning Resource Center


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