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Welcome, Examiners!. Washington State Quality Award Return Examiner Training Webinar 2009. First things first!. THANK YOU!
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Welcome, Examiners! Washington State Quality Award Return Examiner Training Webinar 2009
First things first! • THANK YOU! • WSQA’s mission: Improving the way we live, learn, and work in Washington by helping organizations improve through the use of the Baldrige Criteria for Performance Excellence
Objectives For This Class • Review Changes to the Baldrige Criteria • Strengthen Skills in Areas of Opportunity • Review Resources for Examiner Software
Agenda: • WSQA organization overview • Baldrige criteria changes • WSQA ethics review • WSQA process Full Vs Lite • Review process • Individual review worksheets • Consensus process • Improvements • Examiner Software • Summary
For a Successful Course… • Be an active participant • Give only constructive feedback • Be courteous to your colleagues • Honor diverse opinions • Seek to understand • Ask questions- Can use chat capability, also just ask • Have fun!!
Introductions • Name, organization, what you do • Questions and expectations? • WSQA or National examiner or applicant experience? • What do you like to do when you’re not working?
What is WSQA? • Created by State law to: • Promote excellence • Recognize achievement • Educate and train • Patterned after the Baldrige National Quality Award • Awards presented annually by the Governor • Awarded to private, public, and not-for-profit organizations in manufacturing, service, education, and healthcare
What is WSQA? WSQA is a 501(c)(3) nonprofit organization supported by • Corporate donations • Individual memberships • Workshop, collaborative and conference fees • Many (many, many!) volunteer hours
Who is WSQA? • Examiners • Lite Assessment • Full Assessment • Certification follows assessment • Senior Examiners • Level 3 Team Leads • Scorebook Editors • Panel of Examiner & Process Development (PEPD) Mentors • Panel of Judges • Board of Directors • Executive Director and support team
Baldrige criteria booklet Beginning in 2009 revised every 2 years
Baldrige 2007 Criteria Changes • Strategic advantages • Workforce engagement • Leadership- performance measures • Strategic Planning-innovation, strategic advantages
Baldrige 2008 Criteria Changes • Order of information in the booklet • Scoring system description • Diagrams added for core values and maturity levels • Added strategic advantages as a term to the Glossary
2009 Criteria Changes • Customer Focus/ Engagement • Organizational Core Competencies • Sustainability and Social Responsibilities
Customer Focus/ Engagement • Customer commitment to your brand and offerings • Characterized by loyalty and willingness to make an effort to do business with you, willingness to do business with you
Core Competencies • Areas of greatest expertise • Strategically important • Provide market place advantage • May involve technologies, unique offerings, market place niche, business acumen
Sustainability • Organization’s ability to address business needs and agility and strategy to address the future • Considers external and internal factors • Considers impact on society and well being of environment, social and economic systems
Conflict of interest issues • WSQA seeks to avoid conflict of interest to protect process integrity • Conflicts are frequent! • First step in assignment process: determine any conflicts
Code of Ethical Conduct • Why are ethics of utmost importance to WSQA and this process?
4. WSQA Full and Lite Process Comparison table
5. WSQA Process Objective: Review key steps in the process. Review key process opportunities.
Preparing for independent review • Read the criteria • Read the application • Familiarize yourself with the online tool • All information on the WSQA website: webinars and manuals http://www.wsqa.net/extimetable.php • Check in with Team Lead on Key Factors and after entering category 1 and associated results
Independent review • Select the most relevant Key Factors (from list) • Read the criteria for the category • Read (and annotate) the relevant section of the application • Identify and record the applicant’s processes • Record observations. Note missing responses and significant observations • Recommend a scoring range for the category
Independent review steps - process • Review related criteria • Read the category under review, take notes • Select relevant key factors from list • Identify & record processes • Record observations on ADLI: • Approach • Deployment • Learning • Integration • Identify any significant or missing responses
Record observations on “ADLI” • “Approach” refers to • Methods used to accomplish the process • How appropriate the methods are to the item requirements • The effectiveness of their use • The degree to which the process is repeatable and is based on reliable data and information (i.e., systematic)
Record observations on “ADLI” “Deployment” refers to the extent to which • The approach is applied in addressing relevant and important item requirements • It is applied consistently • It is used by all appropriate work units
Record observations on “ADLI” “Learning” refers to • Refining the approach through cycles of evaluation and improvement • Encouraging breakthrough change to your approach (innovation) • Sharing refinements and innovations with other relevant work units and processes
Record observations on “ADLI” “Integration” refers to the harmonization of • Plans • Processes • Information • Resource decisions • Actions • Results • Analyses to support key, organization-wide goals
Record observations on “ADLI” Questions to ask in analyzing “Integration” • Do the individual components of a performance management system operate as a fully interconnected unit? • Is the approach aligned with the organizational needs identified in the Organizational Profile?
Process diagnosis: key concepts Integration examples: • Alignment of objectives and action plans with strategic challenges AND mission, vision, values • Alignment of product/service delivery methods with KEY customer requirements • Alignment of key process measures with KEY customer requirements
Process diagnosis: key concepts 1. Approach 4. Integration PROCESS 2. Deployment 3. Learning
Building the ADLI worksheet How would you score this single response?
Independent review steps - results • Review the Criteria to identify required results • Review the relevant process in the application to identify KEY results important to the applicant (use KF’s, application, your diagnosis) • Review the Results in the application • What IS there? • What ISN’T there that should be? • Evaluate & score on the basis of LeTCI
Results evaluation: key concepts Levels • Numbers that position results on a meaningful measurement scale • Permit evaluation relative to • Past performance • Projections • Goals • Appropriate comparisons
Results evaluation: key concepts • Trends • Numbers that indicate direction and rate of change • Provide a time sequence of performance • Require at least three data points • Criteria call for trend data on • Product, service performance • Customer, workforce satisfaction • Financial performance • Market performance • Operational performance (cycle time, productivity)
Results evaluation: key concepts Comparisons • External requirements • External benchmarks • Similar OR different organizations with similar characteristics
Results evaluation: key concepts • Integration • Results align with key factors, e.g., • Strategic challenges, • Workforce requirements • Vision, mission, values • Results presented for • Key processes • Key products, services • Strategic accomplishments • What examples can you think of? • Strong integration? • Not-so-strong integration?
Results evaluation: key concepts • Strong integration: results presented for • Key areas addressing strategic challenges, • Key competitive advantages • Key customer requirements • Not-so-strong integration: • Results missing for the above • Results presented that the Examiner can’t match to process items or Organizational Profile
“Key” results • Refers to elements or factors most critical to achieving the intended outcome • In terms of results, look for • Those responsive to the Criteria requirements • Those most important to the organization’s success • Those results that are essential elements for the organization to pursue or monitor in order to achieve its desired outcome
Stage 2 Consensus • Webinar http://www.wsqa.net/extimetable.php • Comments from all Independent reviews • Ensure comments reflect scoring. - what is preventing applicant from moving to next level? Is this explained in the comments
Consensus preparation and call(s) • Each Examiner responds with agreement, suggestions for changes, or disagreement, stating rationales • Category Lead facilitates consensus • Team Lead and/or PEPD mentor leads final scoring discussion • Can take anywhere from 4-8 hours (depending on what?)
Consensus and conclusion • If using online tool during consensus, changes may be made in real time • If not, Category Leads update comments & scores after call according to consensus decisions • Category Lead notifies Team Lead and Scorebook Editor when done • Scorebook Editor compiles consensus scorebook with final edits, notifies WSQA • Consensus scorebook should be finalized ASAP
Comment, scoring considerations • “Benefit of the doubt” • Give credit for what’s in the application • Don’t penalize for incidental exceptions • Not every process must show complete “DLI” • Not every results example must include “TCI”
Comment, scoring considerations • For LITE, only one score for entire results Category 7 • Propose a score for results related to your categories • Be prepared to reach team consensus for all of Category 7 • Using scoring language can help the applicant understand comments and score