Transcript TEAM 09-10 PRE-SITE VISIT MEETING

TEAM 09-10
PRE-SITE VISIT
MEETING
Agenda
• 6:00 – 6:15 Welcome, Team
Binders
• 6:15 – 6:30 Logistics
• 6:30 – 7:30 SV Schedule &
Protocols
• 7:30 – 8:15 Site Visit Issues
• 8:15 – 8:30 Final Details
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Review Schedule
• Opening Meeting
– Introduce Ourselves
• Sr Leader Meeting
• Team Leader will facilitate; Cat 1 leader will
lead off and turnover to next Examiner
– Identify notetakers before the meeting
• Interviews based on SVI Worksheets
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15 minute breaks in between interviews
Cat interview vs. results interviews
Will have badges but we must use escorts
Staff interviews: use walk-around questions and
check deployment for your category if they are not
specific to your SVIs
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Schedule (continued)
• Visiting facilities
– Carpools
– Chaperones
– Walk-around questions
– Deployment
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Site Visit Protocol
• Be polite, professional, neutral
• Stay focused on resolving SVIs
– Do you have the information to revise your
findings and comments?
• Politely deflect questions about
experience or industry knowledge
– “Baldrige Criteria are based on world-class
companies regardless of industry” and/or
– “I’ve been trained by WSQA as an Examiner
to evaluate any organization based on
Criteria”
• Talk applicant’s language, not “Baldrige”
• Avoid giving any indication about how
the site visit is going
• Thank the applicant!
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General Guidelines for Meeting with
Applicants
• Be prompt in starting the interview
• Interview in pairs. Introduce yourself and your partner
and review why you are there.
• Explain your roles. Agree with your partner ahead of
time.
• Set context for interview
– Let them know that there are no wrong answers and it’s okay
if they don’t know the answer
• Let the interviewee know that you are trying to fully
understand the organization and its processes and
approaches
• Let the interviewee know that you will be keeping notes;
assure confidentiality
• Ask simple, straightforward questions – be sure
applicant understands your questions
– Avoid jargon and complex questions
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General Guidelines for Meeting with
Applicants
• Ask for all information you need – one
interview
– Documents, people to follow up with etc.
• Keep thorough notes – beyond your SVI
– Let Cat Leader interview; don’t interrupt
but can ask questions at end
– Issues for other Examiners, explore
maturity, support your conclusions with
facts, check out emerging themes
• Use OPC or “chaperones” to transport
documents to Caucus Room
– Ask document owner to clip their
business card to document and submit to
OPC or chaperone
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Difficult Interviews
• If you should get into an interview
where:
– The applicant is adversarial
– The applicant asks you inappropriate
questions
– You don’t know the answers to the
applicant’s questions
– Or you just feel uncomfortable for some
reason
• Excuse yourself and get your senior
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Investigating - Exploring
• Explore the Issues
– Ask for examples
– Ask to see processes at work
• Ask to see data, information, results
• Ask for Info System demos (databases, tracking
systems, etc.)
• Walk through the process with your interviewee
• Talk to process employees (include union
employees)
– Identify additional people/data to see
– Use drill down, multiple slice, and diagonal
techniques
– Use sign-in sheets with titles to track cross-section
representation
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Interviewing Mistakes
• Leading questions
– No: How do you analyze these results for
determining root cause? (Implies that
they do analyze and they look for root
cause)
– Yes: What do you do with these results?
How do you use them? Walk me through
what you typically do with these reports?
What do you look for when you get these
reports?
• Giving multiple choices
– No: Do you actually analyze these reports
or do you just look at them and file?
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Investigating - Exploring
– Discovery is ok!
– If your investigation resolves/changes
OFI or strength, test maturity level up:
what will it take to get a higher score?
– Get documents: review them and
summarize findings
– Update SVI worksheet as you work
– Careful not to let the interviewees see
your notes/worksheets
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Protect Data During Process
• Be sure that no one but you sees or
processes the information
• Ensure your E-mail is secure
– Do not leave documents unattended or
allow others access to the application
folder
• Make sure files and floppies are free of
viruses
– Have current virus software to protect
yourself!
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Examiner Do’s & Don’ts
• Spouses are not invited to Site Visit
• All Examiners stay at the hotel, even if local.
• 24/7 commitment for the duration. Depart when the
Feedback Report is updated and complete.
• Reaffirm dress code – applicant decides.
• Previous Baldrige or Eureka applications, Feedback
Reports and scores should not be part of the review
process.
• Cell phones and laptops ok. No recording devices.
• Associate with the applicant only as related to the Site
Visit.
• Use of alcohol during a Site Visit is discouraged. Alcohol
may not be charged to the applicant.
• Take nothing from the site, including taking materials to
the hotel.
• The applicant is not allowed to video or photograph the
team.
• You can accept drinks and snacks but don’t ask for them.13
SVI Worksheets
• Writing up findings
– Use ADLI to guide; will help to determine level of
maturity & score
– Example:
• A: Verified complaint management system is
systematic for logging, tracking, reporting
• D: Deployed across customer service department,
reports generated to staff & managers in the
department; do not share across the organization to
production line and training department, for example;
reports are generated quarterly
• L: Limited by frequency of reporting and deployment of
results; acknowledged by staff who have asked for
reports be generated weekly but this has not been done
• I: Limited by deployment issues; not aligned to core
values of service excellence and organizational learning
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SVI Worksheets (continued)
• Writing up conclusion
– Document how your comments will change or not:
– Example:
• Strength comment #3 for 3.1: Comment remains the
same
• OFI will be added as follows:
• Although a systematic approach is in place for tracking
and reporting customer complaints, results are only
shared within the customer service department.
Further, results are reported on a quarterly basis which
limits the learning and immediate resolution capability,
as acknowledged by staff who have requested reports
be generated on a weekly basis. Without sharing results
with process owners, this may limit the applicant’s
ability to improve its products and services to address
and eliminate the causes of complaints.
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Final Details
• Carpools
• Badges and pins
• Items to bring on site:
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Binders
Applications
Criteria
Notepads, pens
Laptops
• Interview sign-in sheets
• Dinner plans
• Schedule for remaining days
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THANK YOU!
GOOD NIGHT!
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