Baldrige Performance Excellence Program

1. Baldrige Performance Excellence Program Carey Performance Excellence Symposium October 28, 2010

2. A New Name for a New Era • Quality has evolved in last 20 years • Criteria have moved beyond operations • Intended to reflect our focus on org. performance • But then you are way ahead of us on this one . . .

3. Award Process • Applications for MBNQA return to historical high • Applications for Board of Examiners rebounds • New Examiner Applications up 30%

4. Application Sector History

5. 2009 Award Recipients CSP Clinical Research Pharmacy Coordinating Center: Albuquerque, NM

6. Issues with Satisfaction Surveys • Too many surveys, too many questions • Employees don’t know how to take corrective action • Scores don’t link to behaviors • Surveys confuse transactions with relationships • Satisfaction surveys dissatisfy customers • -- From The Ultimate Question; • F. Reicheld

7. Issues with Judge’s Survey • Response rates should be higher • We already know the answer to many of the questions • Confounding results • Don’t currently link results to behaviors • Not enough actionable feedback • Much of the data doesn’t really align with “Customer Engagement”

8. Potential Changes • Move to a “Net Promoter” like metric • “How likely is that you would recommend X to a friend or colleague?” • Extremely Not at All • Likely Likely • 10 98 76 5 4 3 2 1 0 Promoter Passive Detractor

9. Potential Changes NPS = % Promoter - % Detractor Select NPS “Stars” Most Recent BNQP “NPS” Harley Davidson 81% Costco 79% 53% SAS 66% Intuit 58% Southwest Air. 51%

10. MBNQA Judges’ SurveyResponse Rates 34 of 64 48 of 86 55 of 84 56 of 85 55 of 70

11. Likely to Recommend - Consensus NPS = 69% Overall NPS 63%

12. Criteria Relevant – Consensus “NPS” = 71% Overall “NPS” 69%

13. Feedback Report – Consensus “NPS” = 2% Overall “NPS” 5%

14. Release of BOSS • Baldrige On-line Scorebook Solution • Remove non-value added tasks of Examiners • Significant increase in Examiner Sat • Release to State Programs in 2011

15. Scoring Data Release • Historical Applicant Scoring Data • From 1990 – 2006 • Every individual and consensus score for every applicant • Coming soon – unique identifiers

16. Scoring Data Release

17. Use of Social Media • Benchmarking Study • Official Twitter Accounts • Use of LinkedIn Groups • YouTube Channel

18. Blogrige – official Baldrige blog

19. Baldrige Fellows Kickoff • Purpose - Reengage Large Mfg/Svc • 1st Class of 14 Fellows • Program content/expectations • Next class recruiting for Nov 2011

20. Baldrige Fellows Kickoff • UPS • Sara Lee Corp. • Dow Chemical Co. • Baldor Electric Co • University of Phoenix • AGCO Corp • Packaging Corp. of America • AARP • Griffith Laboratories • USG Corp

21. Strategic Partnerships • ASBDC Meeting • AASA event planned for Feb • Other sector teams forming

22. Criteria Changes • Changes to Results Organization 7.1 Product and Process Outcomes 7.2 Customer Focused Outcomes 7.3 Workforce Focused Outcomes 7.4 Leadership Focused Outcomes 7.5 Financial and Marketplace Outcomes

23. Criteria Changes • Reorganize Category 3 - Customer Remove perceived redundancies Shorten overall length Improve logic flow

24. Criteria Changes • Clarity for Work Systems/Processes 6.1 = Limited to Work System 6.2 = Limited to Work Processes Clarified definitions for both Renamed Category “Operations Focus”

25. Criteria Changes • Refocus Performance Projections Not intended to say projecting performance is not important Remove from Results Scoring until 90-100 range Add question in Cat 4 Add as an element of Strategy Development

26. Criteria Changes • Headings for Multiple Requirements Form a basic outline of the Criteria

27. Questions/Comments