2004 – 2005 Organizational Excellence Program
                               Initial Assessment and Application
The purpos...
5=Yes, Completely 4=Mostly 3=Somewhat 2=Slightly 1=No, Not at All (or Does Not Apply)

    4. Is a systematic approach use...
5=Yes, Completely 4=Mostly 3=Somewhat 2=Slightly 1=No, Not at All (or Does Not Apply)

3.0 Customer and Market Focus
The C...
5=Yes, Completely 4=Mostly 3=Somewhat 2=Slightly 1=No, Not at All (or Does Not Apply)


    22. Does the organization mana...
5=Yes, Completely 4=Mostly 3=Somewhat 2=Slightly 1=No, Not at All (or Does Not Apply)

5.3 Employee Well-Being and Satisfa...
5=Yes, Completely 4=Mostly 3=Somewhat 2=Slightly 1=No, Not at All (or Does Not Apply)

    41. Are the processes designed ...
5=Yes, Completely 4=Mostly 3=Somewhat 2=Slightly 1=No, Not at All (or Does Not Apply)

    51. Do measures and/or indicato...
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1.0 Leadership

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1.0 Leadership

  1. 1. 2004 – 2005 Organizational Excellence Program Initial Assessment and Application The purpose of this program is to recognize organizations that are developing an approach to quality using our modified Baldrige criteria. It is strategically important for the Standing Committee on Quality to help organizations understand and use our Baldrige criteria to create a business like operating environment within and/or throughout the organization. This program will focus on organizational improvement and differs from the Team Excellence program that recognizes results of a team’s efforts. The self-assessment below is the initial step in entering the program. Our 2004- 2005 program is similar to state level quality award programs in that there will be multiple level winners and progress can be tracked with feedback reports. Additionally, applicants will be assigned a coach to help them throughout the year to better understand Baldrige and to answer questions. It is possible for an organization to enter the program this year and within three or four years be ready to compete at their state level or even go to the national level for recognition. Please complete the following information: Organization: Contact name/title/email/phone number: This application is submitted with the approval of (insert name and title of senior leader) This self-assessment is designed to be completed electronically and submitted via email. Follow the instructions below and email your completed assessment to Lawrence.Ferguson@dot.state.fl.us or Nikki.Nims@dot.state.fl.us by 15 March 2005. A member of the Board of Examiners will contact you. Questionnaire Instructions: For each question below, select the rating that best describes your organization. The term “Organization” will hereby refer to an entity that accomplishes activities in all seven categories. For example, if strategic planning is done by the parent organization, the entity will not be eligible. If you are not able to determine an answer to a question or feel that it doesn’t apply to your organization, select 1 the “No, Not at All or Does Not Apply” response. If you can not complete the application electronically, write your rating next to the score area under each question. 5=Yes, Completely 4=Mostly 3=Somewhat 2=Slightly 1=No, Not at All (or Does Not Apply) 1.0 Leadership The Leadership Category examines how your organization’s senior leaders address values, directions, and performance expectations, as well as a focus on customers and other stakeholders, empowerment, innovation, and learning. Also examined are your organization’s governance and how your organization addresses its public and community responsibilities. 1.1 Organizational Leadership 1. Are all senior leaders personally and visibly involved in activities such as setting goals and directions, planning, reviewing performance results, recognizing employees, modeling the organization’s values, and participating in continuous improvement efforts? SCORE 2. Do senior leaders communicate and reinforce the organization’s values, directions, expectations, customer focus, and their commitment to all employees, and key partners and suppliers? SCORE 3. Do senior leaders review the organization’s overall performance and capabilities and use the review process to assess the organization’s success, performance, and progress relative to short- and longer- term goals? SCORE 1
  2. 2. 5=Yes, Completely 4=Mostly 3=Somewhat 2=Slightly 1=No, Not at All (or Does Not Apply) 4. Is a systematic approach used to evaluate the performance of your senior leaders, including the chief executive and do senior leaders use organizational performance review findings to improve both their own leadership effectiveness and the effectiveness of the leadership system as appropriate? SCORE 1.2 Social Responsibility 5. Does the organization anticipate public concerns with current and future products, services, and operations and are these concerns prepared in a proactive manner? SCORE 6. Does the organization have processes and measures and/or indicators for monitoring ethical behavior throughout your organization, with key partners/suppliers and in your governance structure? SCORE 7. Does your organization get involved with local community activities, and do employees and senior leaders contribute to improving their local community? SCORE 2.0 Strategic Planning The Strategic Planning Category examines how your organization develops strategic objectives and action plans. Also examined are how your chosen strategic objectives and action plans are deployed and how progress is measured. 2.1 Strategy Development 8. In developing annual and longer range strategic and business plans, does the organization conduct a thorough collection and analysis of relevant data that takes into account the factors listed below and how they relate to your strategic planning: A) your customer and market needs, expectations and opportunities B) your competitive environment and your capabilities relative to competitors C) technological and other key innovations or change that might affect your products and services and how you operate D) your strengths and weaknesses, including human and other resources E) your opportunities to redirect resources to higher priority products, service, and areas F) financial, societal and ethical, regulatory, other potential risks G) changes in the national or global economy H) factors unique to your organization, including partner and supply chain needs, strengths, and weaknesses SCORE 9. Do the organization’s key strategic objectives and goals balance short- and longer-term challenges and opportunities while ensuring the balance of the needs of all key stakeholders? SCORE 2.2 Strategy Deployment 10. Do the organization’s action plans (short- and long-term) include performance requirements, key performance measures and/or indicators; and are plans, resources, and measures deployed to all key areas and stakeholders ensure alignment of goals and actions? SCORE 11. Does the organization have two- to five-year projections of key performance measures and/or indicators from the organization’s action plans and are they compared with key benchmarks, goals and past performance, as appropriate? SCORE 2
  3. 3. 5=Yes, Completely 4=Mostly 3=Somewhat 2=Slightly 1=No, Not at All (or Does Not Apply) 3.0 Customer and Market Focus The Customer and Market Focus Category examines how the organization determines requirements, expectations, and preferences of customers and markets. Also examined is how your organization builds relationships with customers and determines the key factors that lead to customer acquisition, satisfaction, loyalty and retention, and to business expansion. 3.1 Customer and Market Knowledge 12. Does the organization have an effective process in place to determine key customer requirements and expectations? SCORE 3.2 Customer Relationships and Satisfaction 13. Does the organization have a complaint management system and does the organization ensure that complaints are resolved effectively and promptly? SCORE 14. Does the organization keep approaches to building relationships and customer access current with business needs and directions? SCORE 15. Does the organization have other processes and measurements in place to determine customer satisfaction and dissatisfaction? If yes, do they capture actionable information that reflects the potential for customers’ future business with the organization? SCORE 16. Do methods exist for obtaining objective and reliable information on customer satisfaction relative to the organization’s competitors or others who provide similar products or services? SCORE 4.0 Measurement, Analysis, and Knowledge Management The Measurement, Analysis, and Knowledge Management Category examines how your organization selects, gathers, analyzes, manages, and improves its data, information, and knowledge assets. 4.1 Measurement and Analysis of Organizational Performance 17. Does the organization have processes in place to select, collect, align, and integrate data and information for tracking daily operations and for tracking overall organizational performance and is this data and information used to support organizational decision making and innovation? SCORE 18. Does the organization perform analysis to support senior leaders organizational performance review and the organization’s strategic planning? SCORE 19. Does the organization communicate the results of organizational-level analysis to work group and functional-level operations to enable effective support for their decision making? SCORE 4.2 Information and Knowledge Management 20. Does the organization make needed data and information available and accessible to employees, suppliers and partners, and customers, as appropriate? SCORE 21. Does the organization ensure that hardware and software are reliable, secure, and user friendly? SCORE 3
  4. 4. 5=Yes, Completely 4=Mostly 3=Somewhat 2=Slightly 1=No, Not at All (or Does Not Apply) 22. Does the organization manage organizational knowledge to accomplish: a) the collection and transfer of employee knowledge; b) the transfer of relevant knowledge from customers, suppliers, and partners; and c) the identification and sharing of best practices? SCORE 23. Does the organization ensure the following properties of their data, information, and organizational knowledge: integrity, timeliness, reliability, security, accuracy and confidentiality? SCORE 5.0 Human Resource Focus The Human Resource Focus Category examines how your organization’s work systems and employee learning and motivation enable employees to develop and utilize their full potential in alignment with your organization’s overall objectives and action plans. Also examined are your organization’s efforts to build and maintain a work environment and employee support climate conducive to performance excellence and to personal and organizational growth. 5.1 Work Systems 24. Are work and jobs organized and managed to promote cooperation, initiative, empowerment, innovation, organizational culture and to achieve the agility to keep current with business needs? SCORE 25. Do organizational work systems capitalize on the diverse ideas, cultures, and thinking of your employees and the communities with which they interact (your employee hiring and your customer communities)? SCORE 26. Does your employee performance management system support a customer and business focus, and do your compensation, recognition, and related reward and incentive practices reinforce high- performance work and a customer and business focus? SCORE 27. Does the organization accomplish effective succession planning for leadership and management positions, including senior leadership? SCORE 5.2 Employee Learning and Motivation 28. Does the organization’s employee education, training, and development system address the key needs associated with organizational performance measurement, performance improvement, and technological change? SCORE 29. Does the organization seek and use input from employees and their supervisors and mangers on education and training needs and are organizational learning and knowledge assets incorporated into education and training? SCORE 30. Does your organization use formal and informal mechanisms to help employees attain job- and career- related development and learning objectives and are employees motivated to develop and utilize their full potential? SCORE 4
  5. 5. 5=Yes, Completely 4=Mostly 3=Somewhat 2=Slightly 1=No, Not at All (or Does Not Apply) 5.3 Employee Well-Being and Satisfaction 31. Does the organization have performance measures or targets for improving workplace health, safety, security, and ergonomics and do these performance measures and targets differ for different employee groups and work units with different work environments? SCORE 32. Does the organization ensure work place preparedness for emergencies and disasters? SCORE 33. Has the organization determined key factors that affect employee well-being, satisfaction, and motivation and are these factors segmented for a diverse workplace and for different categories and types of employees? SCORE 34. Are these key factors measured and monitored and do you use other indicators, such as employee retention, absenteeism, grievances, safety and productivity to assess and improve employee well- being, satisfaction, and motivation? SCORE 6.0 Process Management The Process Management Category examines the key aspects of your organization’s process management, including key product, service, and business processes for creating customer and organizational value and key support processes. This Category encompasses all key processes and all work units. 6.1 Value Creation Process 35. Has the organization identified its key value creation process and its key product, service, and business process for creating value or adding value? SCORE 36. Has the organization determined its key value creation process requirements, incorporating input from customers, suppliers, and partners, as appropriate? SCORE 37. Does the organization design these processes to meet all the key requirements, incorporate new technology and organizational knowledge, and incorporate cycle time, productivity, cost control, and other efficiency and effectiveness factors? SCORE 38. Has the organization identified key performance measures or indicators used for the control and improvement of the value creation process; and are customer, supplier, and partner input used in managing these processes, as appropriate? SCORE 39. Does the organization improve the value creation process to achieve better performance, to reduce variability, to improve products and services, and to keep the process current with business needs and directions? SCORE 6.2 Support Processes 40. Has the organization identified and described their key support processes and the principle requirements of the support processes, incorporating internal and external customers, and suppliers and partners, as appropriate? SCORE 5
  6. 6. 5=Yes, Completely 4=Mostly 3=Somewhat 2=Slightly 1=No, Not at All (or Does Not Apply) 41. Are the processes designed to meet all the key requirements, incorporate new technology and organizational knowledge, and incorporate cycle time, productivity, cost control, and other efficiency and effectiveness factors? SCORE 42. Have key performance measures or indicators used for the control and improvement of your support processes been identified? SCORE 43. Does the organization improve support processes to achieve better performance, to reduce variability, and to keep the process current with business needs and directions? SCORE 7.0 Business Results The Business Results Category examines your organization’s performance and improvement in key business areas—customer satisfaction, product and service performance, financial and marketplace performance, human resource results, operational performance, and governance and social responsibility. Also examined are performance levels relative to those of competitors. 7.1 Customer-Focused Results 44. Has the organization shown improvement in levels of customer satisfaction/dissatisfaction with its products and/or services over the last year? SCORE 45. Has the organization shown continuous improvement in levels of customer satisfaction with its products and/or services over the last 3 to 5 years? SCORE 7.2 Product and Service Results 46. Has the organization shown an improving trend in their performance measures or indicators of product and service performance that are important to the customer? SCORE 7.3 Financial and Market Results 47. Has the organization shown continuous improvement in financial performance over the last year, including aggregate measures of financial return and economic value, as appropriate? SCORE 7.4 Human Resource Results 48. Do measures and/or indicators of employee satisfaction/dissatisfaction, well-being, learning and development, and effectiveness (such as safety, absenteeism, turnover, training courses completed, cross training, etc., as well as results of employee surveys) show improvements over the last year? SCORE 49. Do these same measures show continuous improvements over the last 3 to 5 years? SCORE 7.5 Organizational Effectiveness Results 50. Do measures and/or indicators of operational performance, including, productivity, cycle time, supplier and partner performance, and other appropriate measures of efficiency and effectiveness indicate improvement over the last year? SCORE 6
  7. 7. 5=Yes, Completely 4=Mostly 3=Somewhat 2=Slightly 1=No, Not at All (or Does Not Apply) 51. Do measures and/or indicators of accomplishment of organizational strategy and action plans indicate improvement over the last 3 to 5 years? SCORE 7.6 Governance and Social Responsibility 52. Does the organization have key current findings and trends in key measures or indicators of fiscal accountability both internal and external, as appropriate? SCORE 53. Does the organization have key current findings and trends in key measures or indicators of ethical behavior and of stakeholder trust in the governance of your organization? SCORE 54. Does the organization have results for key measures or indicators of regulatory and legal compliance? SCORE 55. Does the organization have results for key measures or indicators of organizational citizenship in support of identified key communities? SCORE We recommend you save a copy of this file for reference. Use the area below for feedback or suggestions to make this program better. 7

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