Baldrige Performance Excellence Program | nist/baldrige

1. Polishing Feedback Comments Sample 4: Results OFI Baldrige Performance Excellence Program | www.nist.gov/baldrige

2. Baldrige examiners are familiar with this principle: An actionable comment contains . . . • A concise opening statement of the main idea (the “nugget”) • The relevance of this main idea to the applicant • One or two examples . . . • … with these elements arranged in the most readable way for the applicant.

3. This example focuses on “polishing” (increasing the quality of) comments in these ways: • Make sure the relevance relates to a key factor. • Make sure to use only one nugget and one point of relevance per comment. • “Show, don’t (just) tell” the applicant how it demonstrates the evaluation factors. What’s the difference between “telling” and “showing”? In your comment, don’t just parrot what’s in the application. Also “show” the applicant why the comment has some significance for its improvement journey. Ask yourself, “Why is this comment important for the applicant specifically, and not some generic observation?”

4. Nugget Relevance 7.2a, Draft 1 The applicant does not report customer satisfaction results for many areas identified as important to improving performance. Tracking these results may help the applicant identify opportunities to improve its Personal Touch approach. In addition, these results may uncover ways to increase Net Promoter Score and increase current market share over the next three years by business segment, both of which are strategic challenges, as well as reinforce the value of Expertise: understanding our customer’s business and exceeding expectations through robust operational processes. Examples? The comment has almost all the prescribed parts, but … There are no examples to “connect the dots” for the applicant. To figure out what you mean, and to make your comment actionable (what results would help the applicant improve its Personal Touch Approach?), the applicant will have to do some work. Also, there are too many points of relevance, giving the impression of “gloom and doom” and piling on the applicant rather than pointing out an opportunity.

5. Draft 2: Make sure there is only one nugget and one point of relevance. Relevance Nugget The applicant does not report customer satisfaction results for many areas identified as important to improving performance. Tracking these results may help the applicant identify opportunities to improve its Personal Touch approach. In addition, these results may uncover ways to increase Net Promoter Score and increase current market share over the next three years by business segment, both of which are strategic challenges, as well as reinforce the value of Expertise: understanding our customer’s business and exceeding expectations through robust operational processes. Examples? We’re making progress: the examiner has focused the comment on the most compelling point of relevance. But without some examples, the applicant might still be wondering just what to do.

6. Draft 3: To support the nugget, “show,” don’t (just) “tell,” the applicant how it meets or doesn’t meet the evaluation factors. Nugget The applicant does not report customer satisfaction results for many areas identified as important to improving performance. These areas are complaints and their resolution, relationship attributes, customer satisfaction/dissatisfaction associated with strategic objectives, and lost customers. Tracking these results may help the applicant identify opportunities to improve its Personal Touch approach. Examples Relevance The examples “show” the gap to the applicant. Now the applicant may have a better chance of realizing exactly where the gap is and what to do about it.

7. Draft 4 (Bonus for the applicant!): Incorporate the three elements of the comment in the most effective way. Nugget with examples The applicant does not report customer satisfaction results for many areas identified as important to improving performance. These areas are complaints and their resolution, relationship attributes, customer satisfaction/dissatisfaction associated with strategic objectives, and lost customers. Tracking these results may help the applicant identify opportunities to improve its Personal Touch approach. Relevance The examiner moved the examples (in this case, these are the only examples) right into the nugget, making the nugget itself actionable and easier for the applicant to understand.

8. Final Comment 7.2a Nugget with examples The applicant does not report results for complaints and their resolution, relationship attributes, customer satisfaction/dissatisfaction associated with strategic objectives, or lost customers. Tracking these results may help the applicant identify opportunities to improve its Personal Touch approach. Relevance Original comment: The applicant does not report customer satisfaction results for many areas identified as important to improving performance. Tracking these results may help the applicant identify opportunities to improve its Personal Touch approach. In addition, these results may uncover ways to increase Net Promoter Score and increase current market share over the next three years by business segment, both of which are strategic challenges, as well as reinforce the value of Expertise: understanding our customer’s business and exceeding expectations through robust operational processes.

9. Disclaimer: Not all results OFIs will follow the order of this sample. Use the order that will be most effective for the applicant.