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Leadership Baldrige Performance Excellence Program, Criteria for Performance Excellence Item 1.1 - Senior Leadership: How Do Your Senior Leaders Lead? Adam Ray VP of Customer Support

Leadership Baldrige Performance Excellence Program, Criteria for Performance Excellence Item 1.1 - Senior Leadership: How Do Your Senior Leaders Lead?

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LeadershipBaldrige Performance Excellence Program, Criteria for

Performance Excellence Item 1.1 - Senior Leadership: How Do Your Senior Leaders Lead?

Adam RayVP of Customer Support

What is Leadership?

• To “lead” means to “guide in direction, course or action”

• “Leadership” is just the process by which individuals or groups of individuals “lead”

• Effective leadership consists of doing the right things at the right time

Why is Leadership important?

• Without it, no direction for organization to follow and no goals to be achieved

• Leadership is fundamentally important to success and sustainability

• First Baldrige category, and of the process categories, it is worth the most points

How do Senior Leaders lead?

• Mission Statement

• Strategic Objectives

• Operational Goals

Examples within the Leadership Steps

Set Direction

• Strategic Plans

• Action Plans

• Marketing Plans

Create Plan

• State of the Business Meetings

• Department Knowledge Sharing Meetings

• Company Postings

Communicate

• Performance Improvement System

• Performance Reviews

• Process Reviews

Learn and Improve

• Company Scorecard Reviews

• Department Scorecard Reviews

• Monthly Financial Statement Reviews

Measure Results

JFK in 1961: “I believe that this nation should commit itself to achieving the goal, before this decade is out, of landing a man on the moon and returning him safely to the earth.”

Using the Leadership Steps – JFK & Moon Landing

Set Direction

Add plan to Whitehouse administration priority list, including annual milestones; develop a direct presidential update mechanism with NASA.

Create Plan

Communicate and deploy plan through address to congress and nation, speeches at major universities and events, and ongoing communication with NASA.

Communicate

Learn through each unsuccessful test through root cause identification and prevention prior to next test.

Learn and Improve

Man landed on moon and returned safely to Earth by end of 1969.

Measure Results

Improve Customer Satisfaction from 93% to 95% in 2014

Using the Leadership Steps – Improve Customer Satisfaction

Set Direction

After determining Customer Key Requirement of “Low-cost shipping” is lowest performing Customer Satisfaction area, create “Re-engineer Shipping Charges” Action Plan on 2014 Strategic Plan.

Create Plan

Communicate and deploy plan Strategic Plan through State of the Business Meetings, Department Knowledge Sharing Meetings and Company Postings.

Communicate

During execution of Action Plan, identify and schedule related ISO Corrective Action Reports, Opportunities for Improvement and Department Action Plans.

Learn and Improve

Customer Satisfaction of 95% by end of 2014

Measure Results

Tips for Setting the Right Direction

Remember, effective leadership consists of doing the right things at the right time. Here are a few tips that help leaders determine the right direction:• Have a deep understanding of who your Stakeholders

are, and what they require to be satisfied• Have a great measurement system and review it

systematically• Listen to and learn from your Stakeholders through

systematic feedback collection and review• Conduct a SWOT Analysis regularly and benchmark

competitors/peers

Leadership

Questions?