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Welcome, PEPD!

Welcome, PEPD!. Washington State Quality Award 2009 Updates. 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.

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Welcome, PEPD!

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  1. Welcome, PEPD! Washington State Quality Award 2009 Updates

  2. 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

  3. Objectives For This Class • Review Changes to the Baldrige Criteria • Strengthen Skills in Areas of Opportunity • Review Resources for Examiner Software

  4. Agenda: • WSQA organization overview • Baldrige criteria changes • WSQA ethics review • Review process Improvements • Summary

  5. 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!!

  6. 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?

  7. 2. Baldrige criteria changes

  8. Baldrige criteria booklet Beginning in 2009 revised every 2 years

  9. Baldrige 2007 Criteria Changes • Strategic advantages • Workforce engagement • Leadership- performance measures • Strategic Planning-innovation, strategic advantages

  10. 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

  11. 2009 Criteria Changes • Customer Focus/ Engagement • Organizational Core Competencies • Sustainability and Social Responsibilities

  12. 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

  13. Core Competencies • Areas of greatest expertise • Strategically important • Provide market place advantage • May involve technologies, unique offerings, market place niche, business acumen

  14. 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

  15. Opportunities For Improvement to WSQA Process • Examiner training • Completing the stage 1 grid • Using the gaps and notes tab • Comment writing • Consensus Meetings • Scoring consistency • Integration • Learning • Comparative Data • Considerations for small organizations

  16. Baldrige National Quality Program National Examiner Questions2009Harry Hertz Responses

  17. Question 1 • Further clarification of “performance projections” vs “goals” • Inclusion of goals in results category – why are they not included in the evaluation? • Why are projections expected for all measures in all scoring ranges? • Why are projections not in the Results Criteria?

  18. Question 2 • Why don’t we align results items with process items? Currently 1.1 is aligned with 7.6 instead of being aligned with 7.1. Question 3 • Without comparisons, how do you interpret levels? Without a point of reference, how can an Examiner understand a “level”?

  19. Question 4 • How are key themes assessed (from applicant’s perspective)? Question 5 • How do we evaluate applicants that are part of a larger system? For example an applicant might say that they use a process established by the system for which they are a part.

  20. Question 6 • Why don’t we ask applicants to define/describe their work system(s), e.g., in 6.1.a.1, “What is/are your work system(s)?” Question7 • Clarify the difference between work systems and work processes. There appears to be overlap and the category is labeled process management.

  21. Core Competencies

  22. Information resources • WSQA comment guideline handout • Your back-up, team lead, PEPD mentor • Reference materials in • Baldrige web site http://baldrige.nist.gov/Examiner_Resources.htm • WSQA Website http://www.wsqa.net/extraining.php

  23. What we’ve covered today • WSQA overview • Baldrige criteria changes • WSQA process improvements • Questions from National Training

  24. THANK YOU!! Your support and participation as Examiners helps us all by helping WSQA fulfill its mission!

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