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Baldrige Performance Excellence Program. Carey Performance Excellence Symposium October 28, 2010. A New Name for a New Era. Quality has evolved in last 20 years Criteria have moved beyond operations Intended to reflect our focus on org. performance

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Baldrige Performance Excellence Program

Carey Performance Excellence Symposium

October 28, 2010

a new name for a new era
A New Name for a New Era
  • Quality has evolved in last 20 years
  • Criteria have moved beyond operations
  • Intended to reflect our focus on org. performance
  • But then you are way ahead of us on this one . . .
award process
Award Process
  • Applications for MBNQA return to historical high
  • Applications for Board of Examiners rebounds
  • New Examiner Applications up 30%
2009 award recipients
2009 Award Recipients

CSP Clinical Research Pharmacy Coordinating Center: Albuquerque, NM

issues with satisfaction surveys
Issues with Satisfaction Surveys
  • Too many surveys, too many questions
  • Employees don’t know how to take corrective action
  • Scores don’t link to behaviors
  • Surveys confuse transactions with relationships
  • Satisfaction surveys dissatisfy customers
    • -- From The Ultimate Question;
    • F. Reicheld
issues with judge s survey
Issues with Judge’s Survey
  • Response rates should be higher
  • We already know the answer to many of the questions
  • Confounding results
  • Don’t currently link results to behaviors
  • Not enough actionable feedback
  • Much of the data doesn’t really align with “Customer Engagement”
potential changes
Potential Changes
  • Move to a “Net Promoter” like metric
  • “How likely is that you would recommend X to a friend or colleague?”
  • Extremely Not at All
  • Likely Likely
  • 10 98 76 5 4 3 2 1 0

Promoter

Passive

Detractor

potential changes9
Potential Changes

NPS = % Promoter - % Detractor

Select NPS “Stars” Most Recent

BNQP “NPS”

Harley Davidson 81%

Costco 79% 53%

SAS 66%

Intuit 58%

Southwest Air. 51%

mbnqa judges survey response rates
MBNQA Judges’ SurveyResponse Rates

34 of 64

48 of 86

55 of 84

56 of 85

55 of 70

likely to recommend consensus
Likely to Recommend - Consensus

NPS = 69%

Overall NPS

63%

criteria relevant consensus
Criteria Relevant – Consensus

“NPS” = 71%

Overall “NPS”

69%

feedback report consensus
Feedback Report – Consensus

“NPS” = 2%

Overall “NPS”

5%

release of boss
Release of BOSS
  • Baldrige On-line Scorebook Solution
  • Remove non-value added tasks of Examiners
  • Significant increase in Examiner Sat
  • Release to State Programs in 2011
scoring data release
Scoring Data Release
  • Historical Applicant Scoring Data
  • From 1990 – 2006
  • Every individual and consensus score for every applicant
  • Coming soon – unique identifiers
use of social media
Use of Social Media
  • Benchmarking Study
  • Official Twitter Accounts
  • Use of LinkedIn Groups
  • YouTube Channel
baldrige fellows kickoff
Baldrige Fellows Kickoff
  • Purpose - Reengage Large Mfg/Svc
  • 1st Class of 14 Fellows
  • Program content/expectations
  • Next class recruiting for Nov 2011
baldrige fellows kickoff20
Baldrige Fellows Kickoff
  • UPS
  • Sara Lee Corp.
  • Dow Chemical Co.
  • Baldor Electric Co
  • University of Phoenix
  • AGCO Corp
  • Packaging Corp. of America
  • AARP
  • Griffith Laboratories
  • USG Corp
strategic partnerships
Strategic Partnerships
  • ASBDC Meeting
  • AASA event planned for Feb
  • Other sector teams forming
criteria changes
Criteria Changes
  • Changes to Results Organization

7.1 Product and Process Outcomes

7.2 Customer Focused Outcomes

7.3 Workforce Focused Outcomes

7.4 Leadership Focused Outcomes

7.5 Financial and Marketplace Outcomes

criteria changes23
Criteria Changes
  • Reorganize Category 3 - Customer

Remove perceived redundancies

Shorten overall length

Improve logic flow

criteria changes24
Criteria Changes
  • Clarity for Work Systems/Processes

6.1 = Limited to Work System

6.2 = Limited to Work Processes

Clarified definitions for both

Renamed Category “Operations Focus”

criteria changes25
Criteria Changes
  • Refocus Performance Projections

Not intended to say projecting performance is not important

Remove from Results Scoring until 90-100 range

Add question in Cat 4

Add as an element of Strategy Development

criteria changes26
Criteria Changes
  • Headings for Multiple Requirements

Form a basic outline of the Criteria