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A Workshop on Assessing to the Baldrige Criteria

A Workshop on Assessing to the Baldrige Criteria. Cheryl L. Jennings, Motorola Lynn Kelley, Textron. Objective of this Workshop. Begin to develop the skills needed to Assess a Baldrige-type application to the Performance Excellence Criteria requirements

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A Workshop on Assessing to the Baldrige Criteria

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  1. A Workshop on Assessing to the Baldrige Criteria Cheryl L. Jennings, Motorola Lynn Kelley, Textron QPRC 2002, Tempe, Arizona

  2. Objective of this Workshop • Begin to develop the skills needed to • Assess a Baldrige-type application to the Performance Excellence Criteria requirements • Provide feedback relevant to an organization’s Key Factors • Understand how to • Analyze business results in a Baldrige-type application • Report results to demonstrate performance and improvement, in any situation QPRC 2002, Tempe, Arizona

  3. Outline • Performance Excellence Criteria • The Application Evaluation Process • The Scorebook • Writing Feedback Comments • Evaluating Results Items • Team Exercise • Report Out • Q&A QPRC 2002, Tempe, Arizona

  4. The Criteria for Performance Excellence QPRC 2002, Tempe, Arizona

  5. Performance Excellence • An integrated approach to organizational performance management that results in • Delivery of ever-improving value to customers, contributing to marketplace success; • Improvement of overall organizational effectiveness and capabilities; and • Organizational and personal learning QPRC 2002, Tempe, Arizona (Criteria, p. 1)

  6. Criteria Framework: A Systems Perspective QPRC 2002, Tempe, Arizona (Criteria, p. 5)

  7. Categories/Items and Point Values QPRC 2002, Tempe, Arizona (Criteria, p. 9)

  8. Item Format QPRC 2002, Tempe, Arizona (Criteria, p. 47)

  9. The Application Evaluation Process QPRC 2002, Tempe, Arizona

  10. Baldrige Award Process Receive applications Stage 1 Independent Review Judges select for Consensus Review? No Feedback report to applicant Stage 2 Consensus Review Judges select for Site Visit Review? No Feedback report to applicant Stage 3 Site Visit Review Stage 4 Judges recommend Award recipients to NIST Director/DOC Feedback report to applicant QPRC 2002, Tempe, Arizona (Feedback, p. 2)

  11. Independent Review—Scorebook • Key Factors (KFs) • Concise summary of most important aspects of organization • Organizational and Competitive environments • Key working relationships • Key strategic challenges • Key Themes • Overall summary of key points in application • Most important strengths identified • Most significant opportunities (OFIs) identified • Most significant strengths and/or OFIs in Results • Item Worksheets • Single, complete comments linked to Criteria and KFs QPRC 2002, Tempe, Arizona

  12. Key Factors • Synthesized by Examiner from the “Organizational Profile” in the application • Organizational Description • Environment and Relationships • Organizational Challenges • Competitive Environment, Strategic Challenges, Performance Improvement System • Used by Examiners to understand the organization and what is considered important by the organization QPRC 2002, Tempe, Arizona

  13. Developing Worksheet Comments • Read the Criteria requirements for the Item • Read the applicant’s response against the Criteria • Identify the Key Factors relevant to the Item • Develop and write 6–10 comments—single, complete thoughts—linked to the Criteria and Key Factors • Designate each comment as a Strength (+) or an Opportunity for Improvement (OFI) (–) • An OFI should be written for any Area that is not addressed QPRC 2002, Tempe, Arizona

  14. Item 1.1 Organizational Leadership • Basic Item Requirement • “Describe how senior leaders guide your organization, including how they review organizational performance” • Key Factors may include • Type of organization (public, private,industry) • Number of locations or sites • Mission, Vision, Values, other cultural context • Customers and Markets • Key suppliers, partners, vendors QPRC 2002, Tempe, Arizona

  15. Item 3.2 Customer Relationships & Satisfaction • Basic Item Requirement • “Describe how your organization builds relationships to acquire, satisfy, and retain customers, …” • Key Factors may include • Customer and Market segments • Main products and services delivered, and their delivery processes • Mission, Vision, Values QPRC 2002, Tempe, Arizona

  16. Examples of Comments • Item 1.1b (+) The Leadership Team uses a dashboard of performance measures, e.g., Customer Satisfaction, Customer Complaints, and Market Share, to review how well the organization is operating and to identify priorities for improvement and opportunities for innovation. • Item 3.2a (–) Although the applicant offers access to its customers via telephone, it is not apparent that it has an approach in place for determining whether its key access mechanisms are sufficient for current or potential customers who are seeking information or who wish to make complaints. QPRC 2002, Tempe, Arizona

  17. Evaluating Results Items QPRC 2002, Tempe, Arizona

  18. Results • Results document how the applicant measures its performance • Over time, • Against competitors’ performance, and • Against relevant comparative data • Essentials to reporting Results • Clearly relate to the organization’s Key Factors • Reveal current levels • Show trends • Contain appropriate comparisons QPRC 2002, Tempe, Arizona

  19. Writing Comments on Results • Address the following questions • Is trend positive or negative? What is desirable direction? Are explanations provided for significant changes? • Are all important results presented? Are there any gaps in the data? • Is the amount of data provided sufficient? • Are data appropriately segmented? • Do data represent both short- and long-term priorities? • Are comparative data presented, and are they appropriate? • Are data normalized? QPRC 2002, Tempe, Arizona (Guidance, p. 11)

  20. Item 7.2 Financial & Market Results • Basic Item Requirement • “Summarize your organization’s key financial and marketplace performance results by market segments, as appropriate. Include appropriate comparative data.” • Key Factors may include • Number and type of competitors • Key strategic challenges • Long-term strategic objectives, such as growth QPRC 2002, Tempe, Arizona

  21. Examples of Results Comments • Item 7.2 (+) Average Assets (Figure 7.2-4) have grown more than ten times since 1995, indicating the applicant’s strategy of Branch Growth (Figure 7.2-5) is putting it on track to achieve its strategic objective of $3 billion in assets by 2004. • Item 7.2 (–) The applicant does not segment its financial results by customer segments, products and services, or business areas. From the results provided, the applicant may not be able to determine how well it is progressing in its key strategy of increasing Internet-based business … QPRC 2002, Tempe, Arizona (Guidance, p. 11)

  22. Team Exercise QPRC 2002, Tempe, Arizona

  23. TriView National Bank Case Study • Prepared for use in the 2001 MBNQA Examiner preparation course • A sample application written for a fictitious financial services institution applying for the Baldrige award QPRC 2002, Tempe, Arizona

  24. Exercise Instructions • You will be grouped into teams • Allotted time: 45 minutes • Identify a Timekeeper, Leader, Recorder, and Reporter • Prepare • Review the relevant Criteria • Identify key Criteria requirements • Read the excerpts from the application • Note the results reported • Read the already-completed Key Factors Worksheet QPRC 2002, Tempe, Arizona

  25. Instructions cont’d • Evaluate application to Criteria and prepare the Item Worksheet • Select 4-6 most important Key Factors for the Item* • Write one Strength comment* • Write one OFI comment* • Record the “*” on flip charts QPRC 2002, Tempe, Arizona

  26. Instructions cont’d • Report Out • Key Factors • One strength comment • One OFI comment • Observations? QPRC 2002, Tempe, Arizona

  27. Questions? QPRC 2002, Tempe, Arizona

  28. References • 2001 Criteria for Performance Excellence. Baldrige National Quality Program (BNQP), National Institute of Standards and Technology, Gaithersburg (NIST), MD. • 2001 Guidance for Producing a Well-Written Scorebook. BNQP, NIST, Gaithersburg, MD. • 2001 TriView National Bank Case Study Packet, including Scorebook and Feedback Report. Prepared by BNQP. Available from the American Society for Quality, Milwaukee, WI. QPRC 2002, Tempe, Arizona

  29. Handout at Beginning • From 2001 Business Criteria for Performance Excellence • Criteria for Item 7.1, Category and Item Description for Item 7.1, Scoring Guidelines, Comment Guidelines • From TriView Application • Item 7.1 Response • From TriView Scorebook • Key Factors Worksheet • From Blank Scorebook • Item 7.1 Worksheet QPRC 2002, Tempe, Arizona

  30. Handout after Report-out • From TriView Scorebook • Recommended Scoring Range for Item 7.1 is 15–25 • Key Themes, “c” • Item 7.1 Customer-Focused Results QPRC 2002, Tempe, Arizona

  31. Contact Info • Cheryl Jennings can be reached at C.Jennings@Motorola.com • Lynn Kelley can be reached at LKelley@TFSA.Textron.com QPRC 2002, Tempe, Arizona

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