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The Secretarys Robert W. Carey Performance Excellence Awards

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Washington, DC: Leo Calderone & Kathleen Testa. File 1 of 3. Version 5.0 April 2008 ... Organizational Profile (or Key Factors) ... – PowerPoint PPT presentation

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Title: The Secretarys Robert W. Carey Performance Excellence Awards


1
The Secretarys Robert W. CareyPerformance
Excellence Awards
  • New Examiner Refresher Training
  • Apr 29, 30 May 1, 2008

2
General Information
  • Emergency telephone number
  • Messages
  • Rest rooms
  • Food
  • Start/stop times
  • Questions???

3
Ground Rules
  • Respect opinions of others
  • All questions are good questions
  • What is said in class stays in class
  • Back from breaks timely
  • Work hard and have FUN
  • Others?

4
Carey Office and Instructors
  • Carey Program Office
  • Scott Holliday, Director, Management Systems
    Improvement Service, VACO, 008B3
  • Eric Malloy, Program Manager, Performance
    Excellence
  • Gwendolyn Young, Patrick Hyousse, Tom Garin
  • Instructors
  • Long Beach, CA Kurt Gundacker
  • Washington, DC Leo Calderone Kathleen Testa

5
Carey Co-Chairs
  • Michael Greenblatt, Program Analyst, VHA
  • Lindee Lenox, Director, Memorial Cemetery
    Service, NCA
  • Jeffrey London, Management Program Analyst, VBA

6
Pre-Test
  • Purpose To determine subject matter knowledge
    before in-class training begins
  • Individual test scores will not be given to your
    supervisor
  • 20 questions, 5 points each
  • No penalty for guessing
  • 15 minutes - maximum

7
Introductions
  • Pick a partner and gather the following
    information (Approximately 5 minutes)
  • Name
  • Organization
  • Baldrige or Carey criteria experience
  • Something others might not know about them
  • Introduce your partner to the class
    (Approximately 30 seconds to one minute)

8
Agenda Day 1
  • Administrative Items, Pre-Test, and Introductions
  • Carey Examination Process
  • Conflict of Interest Core Values
  • Baldrige Framework and Criteria Book
  • Organizational Profile and Key Factors
  • Process Scoring Aspects and Item Requirements
  • Category 3 and Exercises
  • Strength Comments
  • Summary and Feedback

9
Agenda Day 2
  • Review
  • Category 3 and Exercises
  • Opportunity for Improvement Comments
  • Category 7 and Results Scoring Aspects
  • Item 7.2 and Exercises
  • Category 2 and Exercises
  • Item 7.1 and Exercises
  • Category 1 and Exercises
  • Summary and Feedback

10
Agenda Day 3
  • Review
  • Item 7.6 and Exercises
  • Scoring an Application
  • Examination Week Simulation
  • Category 5 and Item 7.4
  • Themes
  • Completing a Scorebook
  • Site Visits
  • Post-Test End of Course Survey

11
(1) MSIS receives application
Carey Examination Process Overview
(2) Examiner team independent review
(3) Examiner team consensus
(4) Judge review Calibration
(5) Site Visit?
(5a) Finalize, Send to applicant
N
End
Y
(6) Clarify/verify information
(7) Other checks
(8a) Finalize, Send to applicant
(8) Array by score
N
End
Y
(9) Recommendations Sent to Secretary
12
Examination - Scorebook Development Process
Check for Conflict of Interest
Draft Initial Key Themes
Draft Initial Key Factors
Review Criteria And Read Application
Assemble Materials
Identify KFs And Draft Comments
Score the Item
Evaluate Criteria Item
Update KFs
Complete Scorebook
Finalize Key Themes
Repeat these Steps for each Criteria Item
13
Conflict of Interest/ Confidentiality Statement
  • As a member of the Carey Board of Examiners, I
    affirm that I am not aware of any personal
    conflict of interest with this applicant. I will
    not disclose any information gained through the
    evaluation of the applicant about the applicant
    the applicants clients, competitors, customers,
    or suppliers or any other associated person or
    organization to anyone other than those in the
    Carey Program directly involved with the
    applicant review process.
  • I understand that I am responsible for the
    information entrusted to me to conduct this
    examination. At the completion of my
    participation in this program I will return the
    application and all related examination notes to
    the Carey Program office.

14
Code of Ethical Standards/ Declaration of
Principles
  • In promoting high standards of public service and
    ethical conduct, board members
  • shall conduct themselves professionally, with
    truth, accuracy, fairness, respect, and
    responsibility to the public
  • shall not represent conflicting or competing
    interests nor place themselves in such a position
    where the board members interest may be in
    conflict, or appear to be in conflict, with the
    purposes and administration of the Award
  • shall safeguard the confidences of all parties
    involved in the judging or examination of present
    or former applicants

15
Code of Ethical Standards/ Declaration of
Principles
  • In promoting high standards of public service and
    ethical conduct, board members (continued)
  • shall not offer confidential information or
    disclosures that may in any way influence the
    Award integrity or process, currently or in the
    future
  • shall not serve any private or special interest
    in fulfillment of the duties of a Judge or
    Examiner, therefore excluding, by definition, the
    examination of any organization or subunit of an
    organization by which he/she is employed or with
    which a consulting arrangement is in effect or
    anticipated
  • shall not intentionally communicate false or
    misleading information that may compromise the
    integrity of the Award process or decisions
    therein

16
Assemble Materials/Resources
  • Criteria for Performance Excellence
  • Application
  • Reference Material (such as books by Mark Graham
    Brown, Mark Blazey, John Vinyard)
  • Materials for Taking Notes
  • A Quiet Place to Work
  • Time

17
Examination - Scorebook Development Process
Check for Conflict of Interest
Assemble Materials
Draft Initial Key Themes
Draft Initial Key Factors
Review Criteria And Read Application
Identify KFs And Draft Comments
Score the Item
Evaluate Criteria Item
Update KFs
Complete Scorebook
Finalize Key Themes
Repeat these Steps for each Criteria Item
18
Baldrige Criteria for Performance Excellence
  • What are the Criteria?
  • Set of questions that assess actions taken by
    successful businesses that drive high performance
  • Fact-based evidence
  • Applicable to all types of organizations
  • Large small
  • Manufacturing
  • Service
  • Healthcare
  • Education
  • Government and Non-profit

19
Baldrige Framework A Systems Perspective
Organizational Profile Environment,
Relationships, and Challenges
2 Strategic Planning
5 Workforce Focus
I Leadership
7 Results
3 Customer and Market Focus
6 Process Management
4 Measurement, Analysis, and Knowledge Management
20
Criteria Are Built on a Set of Interrelated Core
Values and Concepts
  • Visionary Leadership
  • Customer or Patient-Focused Excellence
  • Organizational and Personal Learning
  • Valuing Workforce Members and Partners
  • Agility
  • Focus on the Future
  • Managing for Innovation
  • Management by Fact
  • Social Responsibility Community Health
  • Focus on Results and Creating Value
  • Systems Perspective

21
The Role of Core Values and Concepts
22
Core Values -- Exercise
  • Read the Core Values on pages 48-53 (healthcare)
  • Each table or group will be given a different
    core value to read and report on to the class
  • Discuss the core values in your group
  • Determine what the criteria describes as core
    value
  • Why is it difficult for organization to
    implement?
  • What would you look for on a site visit?
  • What is an example of this core value?

23
Baldrige Criteria for Performance Excellence
  • Item listing with Point Values (p. 3)
  • Preface Organizational Profile (p. 4-6)
  • Criteria for Performance Excellence (p. 7-26)
  • Key Characteristics of the Criteria and changes
    from 2007 (p. 27)
  • Criteria Response Guidelines (p. 29-32)
  • Criteria Category and Item Descriptions (p.
    33-47)
  • Criteria Core Values Concepts (p. 48-53)
  • Glossary of Key Terms (p. 56-64)
  • Scoring System Scoring Guidelines (p. 65-68)

24
Read the Application
  • Quickly read it from cover-to-cover
  • As you read it a second time, mark it up and put
    notes in the margins
  • Identify cross-references
  • Identify linkages
  • Organizational profile to processes
  • Processes to results
  • Organizational profile to results

25
Examination - Scorebook Development Process
Check for Conflict of Interest
Assemble Materials
Draft Initial Key Themes
Review Criteria And Read Application
Draft Initial Key Factors
Identify KFs And Draft Comments
Score the Item
Evaluate Criteria Item
Update KFs
Complete Scorebook
Finalize Key Themes
Repeat these Steps for each Criteria Item
26
Organizational Profile
  • Snapshot of the applicants organization
  • Sets Context for later Items
  • Two Parts
  • Organizational Description
  • Organizational Challenges
  • Starting point in understanding whats important
    to the applicant organization
  • Helps identify key gaps in information,
    requirements, or results
  • Administratively used by Examiners or Judges
  • Understand the organization
  • Understand the basis of comments (/-)

27
Baldrige Bookends
28
Key Factors (KF) Worksheet
  • Definition - attributes of an organization and
    its environment that help assess performance
  • Most important elements or factors, those that
    are critical to achieving intended outcomes
  • Essential elements for pursuing or monitoring a
    desired outcome
  • Purpose - provide a concise summary of the most
    important aspects of the applicants environment

29
Key Factors Worksheet
  • Worksheet organized into the following five
    sections
  • Organizational Environment
  • Organizational Relationships
  • Competitive Environment
  • Strategic Context
  • Performance Improvement System

30
Using Key Factors to Examine an Item
  • Identify KFs that are associated with Criteria
    Item being worked
  • Evaluate criteria responses using KFs as a tool
    for understanding how criteria relate to
    applicants organization
  • KEY POINT As an examiner, you want to look for
    these linkages to KFs and make sure responses
    address them
  • Since criteria are generic, KFs relate criteria
    to applicants specific organization
  • For example, if KFs identify three customer
    segments then Customer Focus responses should
    discuss those three segments. Customer Focused
    Results should also address the requirements of
    these same three customer segments. Links to
    other criteria responses may also be found.

31
EXERCISE Developing a Key Factors Work Sheet
  • Read Organizational Profile from Criteria
  • Read Organizational Profile in Case Study
  • Identify teams and assign areas for review
  • Teams identify Key Factors for assigned area and
    put them on flip charts
  • Hang charts on wall

32
Examination - Scorebook Development Process
Check for Conflict of Interest
Assemble Materials
Draft Initial Key Themes
Review Criteria And Read Application
Draft Initial Key Factors
Identify KFs And Draft Comments
Score the Item
Evaluate Criteria Item
Update KFs
Complete Scorebook
Finalize Key Themes
Repeat these Steps for each Criteria Item
33
Key Themes
  • A key theme is a high-level strength, opportunity
    for improvement, or result that
  • Is common (cross-cutting) to more than one
    item/category
  • Is significant in terms of the applicants Key
    Factors
  • Addresses a Core Value of the Criteria and/or
  • Is repeated multiple times in the application

34
Sources of Key Themes
  • Core Values
  • Organizational Profile (or Key Factors)
  • Repetitive comments or a very important comment
    (strength or OFI)
  • Repetitive questions or gaps
  • Key capabilities or enablers
  • Key linkages

35
Examination - Scorebook Development Process
Check for Conflict of Interest
Assemble Materials
Draft Initial Key Themes
Review Criteria And Read Application
Draft Initial Key Factors
Identify KFs And Draft Comments
Score the Item
Evaluate Criteria Item
Update KFs
Complete Scorebook
Finalize Key Themes
Repeat these Steps for each Criteria Item
36
Scoring Aspects A-D-L-I
  • Approach (A)
  • Method used to accomplish a process or system
  • Covers applicable aspects of criteria
  • Approached is planned
  • Method used is systematic or repeatable
  • Deployment (D)
  • Extent process is disseminated throughout the
    organization (depth and breath)
  • Approach is deployed consistently in all areas of
    the organization

37
Scoring Aspects A-D-L-I
  • Learning (L)
  • Cycles of evaluation and improvement
  • Encourages breakthrough change to approaches
  • Sharing, adapting and adopting refinements, and
    innovations within the organization
  • Integration (I)
  • Approach aligned with organizational needs (below
    65)
  • Approach integrated between organizational units
    (above 65)
  • Harmonization of plans, processes, and results to
    support organization-wide goals
  • Individual components operate as a fully
    interconnected unit

38
An Analogy for Learning (p. 69)
  • Reacting to the Problem
  • General Improvement Orientation
  • Systematic Evaluation and Improvement
  • Learning and Strategic Improvement
  • Organizational Analysis and Innovation

39
Levels of Maturity - Basic, Overall, Multiple
Requirements
  • Basic Item requirements
  • Responds to most basic or fundamental theme of
    the Item
  • Overall Item requirements
  • Responds to the central or most significant
    features or theme
  • Multiple Item requirements
  • Responds to the detailed requirements of the Item

40
(No Transcript)
41
Examining an Item
  • The Criteria Criteria Reference
  • Two Types of Questions How and What?
  • Key Factors
  • The Response Level of Maturity
  • Two Types of Comments Strength and OFI
  • Scoring Aspects A-D-L-I

42
Strength Comments
  • Subject from the Criteria or application
  • The senior leaders
  • The organization
  • The school
  • The medical center
  • The cemetery
  • The applicant
  • Verb(s) and specific Requirements from the
    Criteria
  • review organizational performance
  • Communicates, listens, and learns
  • Makes needed data and information available

43
Strength Comments
  • EXAMPLE
  • 1.1.a(1) (A/D) Senior leaders set and deploy the
    organizations vision and values through the
    leadership system to the workforce...
  • Notes
  • Address Item 1.1, Area a, multiple
    requirement (1)
  • (A/D) indicates that this strength is primarily
    related to APPROACH and DEPLOYMENT.
  • When you pull from the Criteria to write your
    comment, you must be accurate. The Criteria says
    to the workforce, to key suppliers and partners,
    to patients and to other customers. In this
    case there is the link to the Criteria and that
    is what is evidenced in the application.

44
Strength Comments
  • Transition
  • By/through/using
  • This is demonstrated by
  • Example(s) from the application
  • Provide the activities or processes that led you
    to the conclusion that this was a strength the
    facts, the WHAT, the HOW

45
Strength Comments
  • Example
  • by using an annual Strategic Planning process
    and numerous communication methods, such as news
    letters, meetings, and stakeholder sessions to
    communicate to all faculty, staff, students, and
    key stakeholders and partners.
  • Note
  • By using is the transitional phrase
  • The rest of the statement comes directly from the
    application.

46
Category 3Focus on Customers and Markets
  • Item 3.1 Customer Market Knowledge
  • Customer and Market Knowledge
  • Item 3.2 Customer Relationships and Satisfaction
  • Customer relationship building
  • Customer satisfaction determination

47
Strength Comment Example 3.1a(3)
  • The applicant uses the voice-of-the-customer
    information and feedback to become more
    patient-focused and to identify opportunities for
    innovation through execution of two processes
    (1) walking the walk, and (2) incorporating
    information learned into its Executive Board,
    strategic planning activities (Figure 2.1-1), and
    resultant goals and action plans (Figure 2.1-3).

48
EXERCISE - Item 3.1
  • Read Item 3.1 from the Criteria
  • Identify Key Factors that go with Item 3.1
  • Read case response to Item 3.1
  • Prepare a STRENGTH COMMENT and record it on chart
    paper
  • Underline link to Criteria
  • Label Comments Write the item address, the key
    factor numbers, and the appropriate scoring
    aspects

Circle link to application
49
Summary of Day 1
  • Carey Examination Process
  • Conflict of Interest Core Values
  • Baldrige Framework and Criteria Book
  • Organizational Profile and Key Factors
  • Process Scoring Aspects and Item Requirements
  • Category 3 and Exercises
  • Strength Comments

50
Feedback
  • What went well?
  • What can we do better?
  • What was the most important thing you learned
    today?
  • Based on todays topics, what questions remain
    unanswered?
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