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1. BALDRIGE NATIONAL QUALITY PROGRAM www.baldrige.nist.gov Evaluation Process: Basic Concepts Evaluating Results Items for New Examiners

2. 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.

3. 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

4. What Should I Be Looking For? Expected Results Appropriate Comparisons Important Segmentation Coverage of Key Customer, Market, Process and Action Plan Requirements

5. 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

6. Expected Results

7. Expected Results ~ an example Park Place Lexus

8. Expected Results ~ an example Park Place Lexus

9. Expected Results ~ an example Park Place Lexus

10. Expected Results Bronson Methodist Hospital

11. Expected Results Jenks Public Schools

12. Expected Results

13. “Performance is examined relative to competitors and/or other organizations providing similar products and services” “Include appropriate comparative data” Appropriate Comparisons

14. Appropriate Comparisons ~ Context Look in the Organizational Profile Baptist Hospital Eligibility Forms The Application

15. Appropriate Comparisons Dyn McDermott

16. Important Segmentation “Segment your results . . .”

17. Important Segmentation Monfort College of Business

18. Important Segmentation Dyn McDermott

19. Important Segmentation Caterpiller Financial Services

20. How do I evaluate performance? Performance is generally presented in one of three ways: Tables Narrative Charts/Graphs

21. How do I evaluate performance? • Importance • Performance Level/Relative Performance • Rate of Improvement (Trend) • Coverage

22. How do I evaluate Results Items? Results Items are evaluated using 4 factors: • Levels • Trends • Comparisons • Integration LeTCI

23. Levels • Numerical information that places or positions an organization’s results and performance on a meaningful scale • An organization’s current level of performance

24. Trends • Show the direction and rate of change for an organization’s results • Provide a time sequence of organizational performance • Require 3 historical data points

25. Comparisons • Performance relative to others such as competitors or organizations similar to yours • Performance relative to benchmarks or industry leaders

26. Integration • 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

27. How Do I Evaluate Results Items?

28. How Do I Evaluate Performance? Evaluate all the results presented for each item Make a HOLISTIC judgment Which scoring range is MOST representative Overall performance of the organization

29. Where do I document my evaluation? Observations Independent Review Worksheets

30. How Do I Evaluate Performance? Bronson Methodist Hospital

31. How Do I Evaluate Performance? Bronson Methodist Hospital

32. How Do I Evaluate Performance? Bronson Methodist Hospital

33. How Do I Evaluate Performance? Bronson Methodist Hospital

34. How Do I Evaluate Performance? Richland College

35. How Do I Evaluate Performance?

36. Closing 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