Implementing Performance Excellence

April 14, 2010
ASQ Columbus Section 801 Spring Quality
Conference
Tom Baldrick
Improvement Consultant
Quality Leadership LLC

Phases of Change
Where do we start?
h d
Resources
YOU! Increasing Your Knowledge
YOU! I i Y K l d
Ohio Partnership for Excellence (OPE)
Malcolm Baldrige National Quality Award
Organizational Profile
Assessment Tool for Organization
g
Assessment Tool for Leadership

Improve Now For The Future 2

Awareness
A

Education

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 s
DESIRE”
Napoleon Hill
Author “Think & Grow Rich”
Author Think & Grow Rich

“Progress is achieved through Persistence, putting in the
time drives SUCCESS
time drives SUCCESS”
Tom Baldrick
Owner “Quality Leadership LLC”

TAKE ACTION TO GET WHAT YOU WANT!


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.


Awareness
A

Education

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?
Is it still working?
I i ill ki ?


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?
Is your organization ready for CHANGE?
I i i d f CHANGE?


The criteria are designed to help organizations use an
g p g
integrated 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 sustainability
Improvement of overall effectiveness and capabilities
p p
Organizational and Personal learning
Helps to align resources, improve communications and
boost productivity and effectiveness.
b t d ti it d ff ti
Where do we start?


Increase your Knowledge
Increase your Knowledge – Be a resource
Read “Criteria for Performance Excellence”
Join Ohio Partnership for Excellence
Join “Ohio Partnership for Excellence”
Get involved in an OPE Committee
Apply to be an Examiner
Educate yourself on Performance
y
Excellence
Let s get started (Page iv)
Let’s get started (Page iv)

2009‐2010 C i i
Criteria Page 4‐
P
26
Item Format 30
Category and Item 35‐48
Descriptions
Core Values & Concepts 49‐54
Key Characteristics 55
Glossary of Terms 56‐65
Scoring System and 66‐69
Quality Leadership LLC Improve Now For The
Guidelines Future 13

The appropriate starting point for self‐assessment
pp p gp
Helps identify potential gaps in key information
Used by the Examiners and Judges in application
review
May also be used as a “self‐assessment”
Will identify what is known and not known


P.1: Organization Description
g p
a. Organizational Environment
b. Organizational Relationships

P.2: Organizational Situation
a. Competitive Environment
b. Strategic C t t
b St t i Context
c. Performance Improvement System


Implementing P f
I l i Performance E ll
Excellence
INTRODUCTION to CATEGORIES
Process Categories and Results Category
Process - 6 Sections 550 points
Methods organization uses and
improves
Results - 1 Section 450 points
p
Organizational outcomes and outputs

Future 19

Future 20

In depth market knowledge and forecasts
In‐depth market knowledge and forecasts
Systematic consideration of needs and
requirements of current and potential
customers
Multiple mechanisms to support
customers
Customer focused culture that is well
Customer‐focused culture that is well
integrated with workforce management
p y
and development systems

Multiple, effective listening methods to
Multiple effective listening methods to
obtain customer feedback
Effective and prompt resolution of
complaints
High levels of customer engagement
Hi h l l f t t
and satisfaction
Effective and systematic analysis and
ff i d i l i d
use of customer data

Increase your Knowledge – Be a
y g
resource
Read Criteria for Performance
Read “Criteria for Performance
Excellence”
Get involved in a Committee
A l b i
Commit to Life Long Learning!!
g g

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

Strong analysis capability
Systematic benchmarking of best in
Systematic benchmarking of “best‐in‐
class” processes and results
Reliable, secure, and user friendly
Reliable, secure, and user‐friendly
information systems
Organizational knowledge systematically
captured and shared internally and with
key partners and suppliers
yp pp

Increase your Knowledge – Be a resource
y g
Read “Criteria for Performance Excellence”
Get involved in an OPE Committee
Educate yourself on Performance
Excellence to obtain knowledge
OPE Website:
http://www.partnershipohio.org
http://www partnershipohio org

Get familiar with Baldrige website:
http://www.nist.gov/baldrige
h // i /b ld i
Sign up for Blogrige Newsletter
Request copy of Your guide to performance
Request copy of “Your guide to performance
excellence”
Organization Actions
Apply to Ohio Partnership for Excellence at Advising
Appl to Ohio Partnership for E cellence at Ad ising
level
Obtain from Baldrige and complete:
Are we making Progress?
Are we making Progress as Leaders?
Easy Insight: Take a first step toward a Baldrige Self
Assessment

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


Implementing Performance Excellence

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