Transcript Malcolm Baldrige National Quality Award

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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Objectives For This Class
• Review Changes to the Baldrige Criteria
• Strengthen Skills in Areas of Opportunity
• Review Resources for Examiner Software
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Agenda:
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WSQA organization overview
Baldrige criteria changes
WSQA ethics review
Review process Improvements
Summary
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For a Successful Course…
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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?
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2. Baldrige criteria changes
Baldrige criteria booklet
Beginning in 2009 revised every 2 years
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Baldrige 2007 Criteria Changes
• Strategic advantages
• Workforce engagement
• Leadership- performance measures
• Strategic Planning-innovation, strategic
advantages
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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
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2009 Criteria Changes
• Customer Focus/ Engagement
• Organizational Core Competencies
• Sustainability and Social Responsibilities
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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
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Core Competencies
• Areas of greatest expertise
• Strategically important
• Provide market place advantage
• May involve technologies, unique offerings,
market place niche, business acumen
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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
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Opportunities For Improvement to
WSQA Process
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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
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Baldrige National Quality Program
National Examiner Questions
2009
Harry Hertz Responses
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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?
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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
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Without comparisons, how do you
interpret levels? Without a point of
reference, how can an Examiner
understand a “level”?
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Question 4
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How are key themes assessed (from
applicant’s perspective)?
Question 5
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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.
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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
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Clarify the difference between work
systems and work processes. There
appears to be overlap and the
category is labeled process
management.
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Core Competencies
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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
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What we’ve covered today
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WSQA overview
Baldrige criteria changes
WSQA process improvements
Questions from National Training
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THANK YOU!!
Your support and participation as
Examiners helps us all by helping WSQA
fulfill its mission!
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