Welcome to Southwest Alliance for Excellence “Improving Results

Welcome to Southwest Alliance for Excellence "Improving Results in Your Organization through the Performance Excellence Program" 1 Performance Excellence Program 2015

Panelists Dennis Stambaugh, Baldrige Consultant Amanda Freeman, City of Mesa 2 Performance Excellence Program 2015

The Excellence Model: What is it & Where did it come from? Malcolm Baldrige National Quality Award – Enactment of Congress 1987 Setting the new standard of “Excellence” Expansive use for award programs and road-mapping for improvement http://www.nist.gov/baldrige/ 3 Performance Excellence Program 2015

Demonstrated, Sound Management Framework Baldrige-Based Model – a Systems Perspective ORGANIZATIONAL PROFILE: ENVIRONMENT, RELATIONSHIPS, AND STRATEGIC SITUATION 5 2 Strategic Planning Workforce Focus 1 7 Results Leadership 6 Operations Focus 3 Customer Focus 4 Measurement, Analysis, and Knowledge Management 4 Performance Excellence Program 2015

The Criteria Has Spread Across the Nation and the World 36 active state or regional programs based on the Baldrige Criteria Over 40 Nations Use the Criteria for their Quality Awards Why? – Gives Organizations a Competitive Advantage – Proven Results 5 Performance Excellence Program 2015

The SWAE Performance Excellence Program 6 Modeled after Baldrige Recognizes and focuses on organizations and businesses in Arizona, Nevada, and Utah Administered by the Performance Excellence Program 2015

SWAE Steps to Excellence Level 4 Excellence Level 3 Achievement Level 2 Commitment Level 1 Interest Org. Profile Yes Application Focus Org. Profile Max. Length 5 pages 5 15 5 30 5 50 Site Visit N/A – Replaced with Coaching 1 Day 2 Days 3 or More Days Feedback Focus Award Seven Categories Cert. of Participation Yes Yes Yes Overall Item Multiple Item Basic Item Requirements Requirements Requirements Multiple Overall Basic Requirements Requirements Requirements Commitment Award Achievement Award Pinnacle, Pioneer or Category Award for Excellence Job Number Page 7

Organization Level Assessed favorably (with supporting evidence) in the Application following key areas consistent with award level expectations: Understanding of performance excellence/quality system Leadership commitment Systematic performance excellence/quality system in place Evidence of improvement cycles Positive results and trends along with comparative data or benchmarks 8 Due consideration must be given for factors such as size of applicant, resources available, and key organizational factors Performance Excellence Program 2015

Org. Evaluation - Level 1 Level 1 – Interest Level with Coaching Participate in a Baldrige 101 Workshop Meet one on one with their coach Discuss the common vocabulary of the Baldrige Criteria Define key business factors Learn how to answer questions of the organizational profile Write and submit an organizational profile – 5 pages Receive a Feedback Report Meet with the Coach to review the Feedback Report and next steps 9 Performance Excellence Program 2015

Baldrige 101 Workshops Reasons to use Criteria Who uses the Baldrige Criteria? Seven Criteria – Framework More detail Impact of the Criteria Evaluation & Scoring Category Linkages 10 Performance Excellence Program 2015

Org. Evaluation- Levels 2 & 3 Level 2- Commitment Award Intermediate Level Recognizes organizations that are beginning to demonstrate serious commitment to, and implementation of performance improvement principles. Org. Profile plus 15 pages 11 Level 3- Achievement Award Advanced Level of participation Recognizes organizations that have demonstrated, through their commitment to, and practice of performance improvement principles, significant progress and results in building sound processes. Org. Profile plus 30 pages Performance Excellence Program 2015

Org. Evaluation– Level 4 Pinnacle Award for Excellence – Aligned Approaches demonstrated - The organization is characterized by repeatable processes that are regularly evaluated for improvement. They demonstrate learnings being shared, and there is coordination among organizational units. Processes address key strategies and goals. has mature and fully-deployed quality/performance systems within their operations that: – demonstrate a commitment to continuous improvement, and – have achieved a sustained significant record of performance. 12 Performance Excellence Program 2015

Org. Evaluation– Level 4 Pioneer Award for Excellence – is in the early stages of carrying out operations with repeatable processes, evaluation, and improvement, and there is early coordination among organizational units. Strategy and quantitative goals are being defined. Some results demonstrate good performance levels and use of comparative and trend data is in the early stages. – does not yet have a level of maturity that can be demonstrated by sustained results. Category Award for Excellence – recognizes one or more categories from a Level 4 application with it’s associated results, but did not qualify for a Pinnacle or Pioneer Award. 13 Performance Excellence Program 2015

Pinnacle Award Recipients Sonora Quest Laboratories Arizona Dept. of Transportation Avnet Electronics Marketing Group Honeywell Satellite Systems 56th Medical Group, 56th Fighter Wing, USAF Raytheon Missile Systems (formerly Hughes) 14 Performance Excellence Program 2015

Pioneer Award Recipients (Partial Listing) City of Henderson, NV Arrowhead Hospital Scottsdale Healthcare So AZ VA Health Care System AZ Game and Fish Department Rio Salado Community College 15 Performance Excellence Program 2015

Category Award Recipients (New in 2012) Arrowhead Hospital – Category 4 - “Measurement, Analysis, and Knowledge Management” 16 Performance Excellence Program 2015

Organization Level Award 250 probing questions enabling internal and external review Feedback Report Non-competitive with other applicants Linkages between categories Non-Prescriptive Confidential Process Org. Profile plus 50 pages 17 Performance Excellence Program 2015

2013-2014 Organization Level Criteria Categories Leadership (120 pts.) Strategic Planning (85 pts.) Customer Focus (85 pts.) Measurement, Analysis & Knowledge Mgmt. (90pts.) Workforce Focus (85 pts.) Operations Focus (85 pts.) Results (450 pts.) 18 Performance Excellence Program 2015

Process Level Application– Showcase in Excellence Award A single process Significantly stands out – Among its peers – As a concept/innovative idea Cutting-edge approach; can be used as role model Showcases excellence in comparison to competitors, similar processes, or against the performance results of the process prior to the creation or improvement of the process Exceptional performance of the process - Could be routine - if performed in an extraordinary manner 19 Performance Excellence Program 2015

Process Level Application Recognition for a single operational processes Similar to “Best Practices” or Team Awards Modeled after Organization Level methodology Approach, Deployment, Learning, Integration & Results Less resource intensive than Org. Level Site visit is 4 hours Application is 10 pages Great starter for involvement with the Organization Level application 20 Performance Excellence Program 2015

Showcase in Excellence Recipients (Partial Listing) Maricopa County (multiple divisions) University of Phoenix (multiple departments) Arizona State Retirement System Gilbert Fire Department The Boeing Company Deer Valley Unified School District ON Semiconductor Yuma Regional Medical Center Banner Desert Hospital Laboratory Sciences of Arizona 21 Performance Excellence Program 2015

But We Don’t need an award Aren’t interested in an award Don’t have time to apply for an award Aren’t anywhere near a role model organization 22 Performance Excellence Program 2015

Not Just Another Award! 23 Performance Excellence Program 2015

Is the value “winning”? Learning is the most important value to most of the firms I have worked with Improving based on what is learned is the next greatest value Repeat applicants tend to ‘compete’ against themselves and their first attempt Recognition for high performance does matter – the inherent pride in being seen as exceptional is definitely a reward in itself 24 Performance Excellence Program 2015

Benefits Both Private & Public Sectors Applying is a self-assessment tool even before 3rd party SWAE examination begins! – When an applicant answers the questions, it impacts: 25 How they think about their organization How they can improve - as gaps and/or ideas surface automatically How high a standard the Baldrige criteria really is Performance Excellence Program 2015

Your Organization Receives A low cost, value-added assessment (Feedback Report) of your organization’s performance: Prepared by a team of highly trained examiners Highlights strengths and opportunities for improvement Based on independent assessment by recognized experts 26 Performance Excellence Program 2015

Documented ROI from Applicants Baldrige is “A Huge Return on Your Investment” http://www.nist.gov/baldrige/qe/roi.cfm Where Can I Find Examples of Baldrige ROI? http:// nistbaldrige.blogs.govdelivery.com/2012/12/04/where-can-ifind-examples-of-baldrige-roi/ The Impact of Baldrige on Organizational Performance http://rube.asq.org/quality-participation/2012/04/baldrige-nat ional-quality-program/the-impact-of-baldrige.html 27 Performance Excellence Program 2015

Benefits of Participation: as an Applicant – Overall 28 Accelerate improvement efforts Energize employees Gain an outside perspective Learn from the feedback Align efforts Focus on results Enhance certification & accreditation efforts Performance Excellence Program 2015

Process—Org. Applicant Feb. & Mar. Workshops to assist you in developing application Early May Intent to Apply forms due Mid-July Applications Due End July – Nov. Applications Reviewed/Evaluated by Trained Examiners & Panel of Judges Late Sept. – Early Oct. Site Visits Late Nov. Applicants notified of selection/non-selection Mid-Dec. Final Feedback Reports sent 29 Performance Excellence Program 2015

Benefits of Participation: as an Examiner Develop a strong understanding of a global set of guidelines (road map) for running an effective organization – Receive 32-40 hours of training, training materials and lunch each training day – 200 - 300 fee View and gain exposure to most/all facets of an organization Insight to innovative approaches of leading organizations Work as part of a diverse team with representatives of organizations from all sectors of the economy Develop assessment, analytical, interviewing & writing skills Recognition & Complimentary invitation to Awards Banquet 30 Performance Excellence Program 2015

Process—Examiner Mid May Applications Due Early June Intro Examiner Training Mid-June Stage 1 Training (all examiners) Early – Mid-July Stage 2/3 Training (all examiners) Mid-July Lead Examiner Training Mid-July Mid-July – Mid-Aug. Selected Examiners receive applications –Stage 1 – Independent review and evaluation Mid-Aug. – Mid-Sept. Late Sept. – Early Oct. Mid-Oct. 31 (For those with 2 years of experience in the last 3 years) –Stage 2 – Consensus review and evaluation –Stage 3 – Site visits Feedback Reports due to SWAE Performance Excellence Program 2015

Benefits to Organizations Much better understanding of the criteria as a system Much better understanding of the importance of: – – – – 32 Measures Benchmarks Comparisons Learning & improvement cycles Common language/understanding Performance Excellence Program 2015

Benefits to Organizations Much better understanding of where we are and where we should be Validated our approaches Credibility with advocates & critics Valuable feedback for continuous improvement 33 Performance Excellence Program 2015

Get Involved Today Applications and Criteria – Online – www.swae.org – Via Email – [email protected] – Via phone (480) 874-5815 Interested in receiving SWAE emails about programs and events? Give Karen your business card or email SWAE at [email protected] . Further Education: http://nistbaldrige.blogs.govdelivery.com/2014/12/11/how-the-baldrige-criteria-complement s-the-next-iso-9001-revision / 34 Performance Excellence Program 2015