Tennessee Center for Performance Excellence

1. Tennessee Center for Performance Excellence Section 2 – Process Evaluation Factors

2. How do I evaluate process Items? Process Items are evaluated using four factors: Approach Deployment Learning Integration

3. Approach “Approach” refers to Appropriateness of methods Effectiveness of the methods The degree to which the approach is repeatable and based on reliable data and information (i.e., systematic)

4. Item 3.1 – Approach

5. Park Place Lexus - Approach 3.1a(2) Determine needs of customers Lexus is our primary source of formal information about clients and their needs and expectations. They utilize the Gallup CE11 survey based on a scientific model of factors that provide the greatest influence on clients’ purchasing behavior. Our Listening and Learning process shown in Figure 3.1A was designed to formalize our activities in receiving input from clients…This process begins with providing a variety of access points to collect feedback from our various customer segments as shown in Figure 3.1B…As new features, such as upgraded technology in vehicles, service offerings and new financing options are added to our products, the Listening and Learning process is used to collect feedback on these new features…

6. Deployment “Deployment” refers to the extent to which the approach applied in addressing the Item requirements is relevant and important to the organization the approach is applied consistently the approach is used by all appropriate work units

7. Park Place Lexus – Deployment 3.1a(2) Determine needs of customers …We validate the results of the Lexus survey for our specific clients and ensure that we get information from former, current, and potential clients about how we run our business…Focus groups...are conducted to help us understand the impressions that clients have of our dealerships, products, and services…We ensure that these groups contain former, existing, and potential clients…

8. Learning Learning refers to Refining the approach through cycles of evaluation and improvement Encouraging breakthrough change to the approach through innovation Sharing refinements and innovations with other work units and processes in your organization

9. Park Place Lexus – Learning Keeping listening and learning current Our Listening and Learning process includes a step to evaluate its own effectiveness. We use this evaluation step each month to ensure we continue to use the most effective approaches to listen to our clients.

10. Integration Integration refers to the extent to which The approach is aligned with the organizational needs identified in the Organizational Profile and other Process Items Measures, information, and improvement systems are complementary across processes and work units Plans, processes, results, analyses, learning, and actions, are harmonized across processes and work units to support organization-wide goals.

11. Alignment Consistency of plans, processes, information, resource decisions, actions, results, and analysis supporting key organization-wide goals.

12. Additional Vocabulary • Process • Key

13. Scoring System and Guidelines Each Category and Item is assigned a maximum point value (see page 3) Scoring Guidelines describe percentage ranges of the point value based on the Evaluation Factors (see page 64) The Examiner selects a scoring range that is “most descriptive of the organization’s achievement level” for each item Within the range, the Examiner will assign the appropriate score

14. Scoring Guidelines Process items are evaluated using four factors: A-D-L-I Assessed to make determinations regarding the effectiveness and maturity of the processes Scoring ranges provide gradations of maturity for an applicant's processes

15. End of Section 2