Implementing Performance Excellence

April 14, 2010ASQ Columbus Section 801 Spring Quality

ConferenceTom Baldrick

Improvement ConsultantQuality Leadership LLC

Phases of Changeh dWhere do we start?

ResourcesYOU! I i Y K l dYOU! Increasing Your Knowledge

Ohio Partnership for Excellence (OPE)Malcolm Baldrige National Quality AwardMalcolm Baldrige National Quality Award

Organizational ProfileAssessment Tool for OrganizationgAssessment Tool for Leadership

Quality Leadership LLCImprove Now For The Future 2

AAwareness

EducationEducation

Knowledge CONTINUAL

Competence IMPROVEMENT

Expertise


“The starting point of all achievement is e sta t g po t o a ac e e e t sDESIRE”

Napoleon HillAuthor “Think & Grow Rich”Author Think & Grow Rich

“Progress is achieved through Persistence, putting in the time drives SUCCESS”time drives SUCCESS

Tom BaldrickOwner “Quality Leadership LLC”

TAKE ACTION TO GET WHAT YOU WANT!


Who would like this $20 bill?Who would like this $20 bill?


How many of you really wanted a $20 bill?Did you take action?Why Not?COMFORT ZONE – Everyone has One.

Would you be outside of your “Comfort Zone”?Can you step out of your “Comfort Zone”?Maybe you were not sure what action was expected?Maybe, you were not sure what action was expected?

Awareness, but not educated.


AAwareness

EducationEducation

Knowledge CONTINUAL

Competence IMPROVEMENT

Expertise


Ask some Questions: Study the past…..Has Organizations implemented improvements/initiatives before?Why did it work or not work?Who was the sponsor?What was the approach?How long did it take?I i ill ki ?Is it still working?


Ask some More Questions ….…..You must know where you are coming from to get where you are going.Are basic systems in place?Do you know your key processes?Do you know your key customers?Do you have key measures defined?I i i d f CHANGE?Is your organization ready for CHANGE?


The criteria are designed to help organizations use an g p gintegrated approach to performance management that results in:Delivery of ever improving value to all stakeholders Delivery of ever‐improving value to all stakeholders contributing to improved organizational sustainabilityImprovement of overall effectiveness and capabilitiesp pOrganizational and Personal learningHelps to align resources, improve communications and b t d ti it d ff tiboost productivity and effectiveness.

Where do we start?


Increase your Knowledge – Be a resourceIncrease your Knowledge Be a resourceRead “Criteria for Performance Excellence”Join “Ohio Partnership for Excellence”Join Ohio Partnership for ExcellenceGet involved in an OPE CommitteeApply to be an ExaminerEducate yourself on Performance yExcellenceLet’s get started (Page iv)Let s get started (Page iv)



C i i P 2009‐2010 Criteria Page 4‐26

Item Format 30Item Format 30

Category and Item Descriptions

35‐48DescriptionsCore Values & Concepts 49‐54

Key Characteristics 55Key Characteristics 55

Glossary of Terms 56‐65

Scoring System and Guidelines

66‐6913Quality Leadership LLC Improve Now For The

Future

The appropriate starting point for self‐assessmentpp p g pHelps identify potential gaps in key informationUsed by the Examiners and Judges in application reviewMay also be used as a “self‐assessment”Will identify what is known and not known


P.1: Organization Descriptiong p

a. Organizational Environment

b. Organizational Relationships

P.2: Organizational SituationP.2: Organizational Situation

a. Competitive Environment

b St t i C t tb. Strategic Context

c. Performance Improvement System





I l i P f E llI l i P f E llImplementing Performance Excellence Implementing Performance Excellence INTRODUCTION to CATEGORIESINTRODUCTION to CATEGORIES

Process Categories and Results CategoryProcess 6 Sections 550 pointsProcess - 6 Sections 550 points

Methods organization uses and improves

Results - 1 Section 450 pointspOrganizational outcomes and outputs

19Quality Leadership LLC Improve Now For The Future

20Quality Leadership LLC Improve Now For The Future

In‐depth market knowledge and forecastsIn depth market knowledge and forecastsSystematic consideration of needs and requirements of current and potential requirements of current and potential customersMultiple mechanisms to support Multiple mechanisms to support customers Customer‐focused culture that is well Customer focused culture that is well integrated with workforce management and development systemsp y


Multiple effective listening methods to Multiple, effective listening methods to obtain customer feedbackEffective and prompt resolution of Effective and prompt resolution of complaintsHi h l l f t t High levels of customer engagement and satisfactionff i d i l i d Effective and systematic analysis and

use of customer dataQuality Leadership LLC

Improve Now For The Future 22

Increase your Knowledge – Be a y gresourceRead “Criteria for Performance Read Criteria for Performance Excellence”Join “Ohio Partnership for Excellence”Join Ohio Partnership for ExcellenceGet involved in a CommitteeA l b iApply to be an ExaminerCommit to Life Long Learning!!g g


Consistent use of fact‐based decision makinggCollection of actionable dataConsistent use of multiple aligned Consistent use of multiple aligned and interlinking measures (internal and external))Wide deployment and accessibility of data and information


Strong analysis capabilitySystematic benchmarking of “best‐in‐Systematic benchmarking of best inclass” processes and resultsReliable, secure, and user‐friendly Reliable, secure, and user friendly information systemsOrganizational knowledge systematically Organizational knowledge systematically captured and shared internally and with key partners and suppliersy p pp



Increase your Knowledge – Be a resourcey gRead “Criteria for Performance Excellence”Join “Ohio Partnership for Excellence”Join Ohio Partnership for ExcellenceGet involved in an OPE CommitteeApply to be an ExaminerApply to be an ExaminerEducate yourself on Performance Excellence to obtain knowledgeExcellence to obtain knowledgeOPE Website:

http://wwwpartnershipohio orghttp://www.partnershipohio.org


Get familiar with Baldrige website:h // i /b ld ihttp://www.nist.gov/baldrige

Sign up for Blogrige NewsletterRequest copy of “Your guide to performance Request copy of Your guide to performance excellence”Organization Actions

Appl to Ohio Partnership for E cellence at Ad ising Apply to Ohio Partnership for Excellence at Advising levelObtain from Baldrige and complete:

Are we making Progress?Are we making Progress?Are we making Progress as Leaders?Easy Insight: Take a first step toward a Baldrige Self AssessmentAssessment


“You don’t need to be great to get started, but you have to g gget started to be great.”

‐ Les Brown

“We can do anything we want if we stick with it long enough.”with it long enough.

‐ Helen Keller

“Improve Now For The Future” – Tom Baldrick

QUESTIONS? QUESTIONS? QUESTIONS?


Documents

Implementing Performance Excellence