The document summarizes a Coast Guard command's site visit for a CPEC award, covering the command's leadership, strategic planning, customer focus, measurement and analysis, workforce focus, process management, and results based on the Baldrige/CPEC management framework. The 8 examiners interviewed over 200 employees over 3 days and found strengths in the command's role model leadership, strategic planning process, customer relationships, and use of data to improve processes.

1. Command Name 2008 Pilot Process Month day, 2008 CPEC Award Site Visit

2. Command Name 2008 CPEC Award Site Visit 8 Examiners + 1 Coach and 1 Program Rep 150 prep hours + full week site visit 3 sites visited Over 200 employees interviewed

3. Cool Quotes I drive to work with a smile on my face. ~ PDSA is my life … I even PDSA with my family!

4. Baldrige/CPEC Management Framework A comprehensive and integrated system

5. 1.0-Leadership 1.1 Senior Leadership Vision and Values Communication and Organizational Performance 1.2 Governance and Social Responsibilities Organizational Governance Legal and Ethical Behavior Support of Key Communities

6. 1.0-Leadership Strengths: Role Model Leadership Leadership System Organizational Performance Reviews Communication Organizational Governance Legal and Ethical Behavior Support of Key Communities

7. 1.0-Leadership Opportunities for Improvement: Performance reviews could benefit from role model benchmarks to drive actions to attain vision Leadership system reviews

8. Cool Quotes What we do here is important, the command cadre gets that and empowers us to get the job done.

9. 2.0-Strategic Planning 2.1 Strategy Development Strategy Development Process Strategic Objectives 2.2 Strategy Deployment Action Plan Development and Deployment Performance Projection

10. 2.0-Strategic Planning Strengths: Annual, 3-phase Strategic Planning Process SWOT Analysis Action Steps Stat reviews and Scorecards

11. 2.0-Strategic Planning Opportunities for Improvement: Analyze relevant data & info Performance projections Compare projected performance with benchmarks

12. Cool Quotes We’re aligned from the Captain to the front line. ~ We just keep getting better at this!

13. 3.0-Customer & Market Focus 3.1 Customer and Market Knowledge 3.2 Customer Relationships and Satisfaction Customer Relationship Building Customer Satisfaction Determination

14. Strengths: Customer and Market Knowledge Community-based operations Voice-of-the-customer info & feedback Customer Relationship Building Abundant access mechanisms Systematic, integrated listening posts 3.0-Customer & Market Focus

15. Opportunities for Improvement: Customer groups & market segments Keeping customer-focused processes current Listening and Learning Relationship Building Satisfaction Determination 3.0-Customer & Market Focus

16. Cool Quotes My customers are the aircrews— and I don’t want to disappoint them. ~ Nobody can do this job like we can.

17. 4.0 Measurement, Analysis, and Knowledge Management 4.1 Measurement, Analysis and Improvement of Organizational Performance Performance Measurement Performance, Review, and Improvement 4.2 Management of Information, Information Technology, and Knowledge Data and Information Availability Organizational Knowledge Management Data, Information, and Knowledge Quality

18. Strengths: Select and collect data and info to track and manage daily operations Data and info used to improve processes Data accuracy, integrity, reliability, security and confidentiality Manage organizational knowledge 4.0 Measurement, Analysis, and Knowledge Management

19. Opportunities for Improvement: Key comparative/benchmark data Maturing analytical process Ensure operational data availability in an emergency 4.0 Measurement, Analysis, and Knowledge Management

20. Cool Quotes We measure everything… ~ We find out who does what best and figure out how to teach everyone how to do it.

21. 5.0 Workforce Focus 5.1 Workforce Engagement Workforce Enrichment Workforce and Leader Development Assessment of Workforce Engagement 5.2 Workforce Environment Workforce Capability and Capacity Workforce Climate

22. 5.0 Workforce Focus Strengths: Culture of high performance Motivated workforce Workforce and leader development Career progression & succession management Organized to accomplish work, capitalize on core competencies Benefits meet the needs of diverse workforce

23. 5.0 Workforce Focus Opportunities for Improvement: Relating workforce satisfaction to business results Performance measures, improvement goals for workplace health, safety, and security

24. Cool Quotes I’ve liked all my assignments in the Coast Guard, but this is the first command that’s let me exercise my talents.

25. 6.0 Process Management 6.1 Work Systems Design Core Competencies Work Process Design Emergency Readiness 6.2 Work Process Management and Improvement Work Process Management Work Process Improvement

26. Strengths: Overall Work Systems Processes deliver customer value, organizational success Workplace preparedness for emergencies Improves work process performance 6.0 Process Management

27. 6.0 Process Management Opportunities for Improvement: Outsourcing determination process Relate core competencies to competitive environment Keep processes current with business needs

28. Cool Quotes We’re never satisfied that we’re doing well enough. We use measures and customer input to continuously improve our processes. ~ PDSA is my life … I even PDSA with my family!

29. 7.0 Results 7.1 Product and Service Outcomes 7.2 Customer-Focused Outcomes 7.3 Financial and Market Outcomes 7.4 Workforce-Focused Outcomes 7.5 Process Effectiveness Outcomes 7.6 Leadership Outcomes

30. Strengths: Part I Xxxxx Rate, Part I Xxxxx Clearance Response Time Financial Performance Accreditation & Regulatory Compliance Action Plan Step Completion 7.0 Results

31. 7.0 Results Opportunities for Improvement: Relevant comparisons and benchmarks Segmentation

32. Cool Quotes The proof is in the pudding! ~ I am most proud of what we’ve accomplished; I’m even more proud that we achieve these results consistently month after month, year after year.

33. Wrap-up Thank You, Thank You, Thank You COMDT (CG-0931) will deliver full Feedback Report in 30 days. No award tied to this pilot year; however, the command will be recognized at the 2008 Innovation Expo (2 TONOs provided). 2008 Innovation Expo: 17-20 November, Virginia Beach, VA

34. A special thanks to… Enter names of point of contact, key support personnel (if N/A or inappropriate, delete entire slide)