Title: ARMY RESERVE Using the Malcolm Baldrige Criteria for Business Excellence to conduct an Organizational Self Assessment
1Organizational Self-Assessment Workshop Mr.
Edwin Perez ARNG G5 Business Transformation
Office
Day 2
6-8 April 2015
2 Strategy Category 2
3Strategy
- 2.1 Strategy Development
- 2.1a Strategy Development Process
- 2.1b Strategic Objectives
- 2.2 Strategy Implementation
- 2.2a Action Plan Development and Deployment
- 2.2b Action Plan Modification
42.2 Strategy Implementation
- Developing action plans
- Deploying action plans
- Analysis to support resource allocation
- Workforce plans
- Projecting future environment
5Table 1 2.1a Strategy Development Process Skinny Narrative Deployment Integration Evaluation learning When and Why Develop process Determine Score Table 2 2.1a(4) Work Systems and Core Competencies Skinny Narrative Deployment Integration Evaluation learning When and Why Develop process Determine Score
Table 3 2.1b(1) Key Strategic Objectives Skinny Narrative Deployment Integration Evaluation learning When and Why Develop process Determine Score Table 4 2.2a(1)(2)Strategy Implementation Skinny Narrative Deployment Integration Evaluation learning When and Why Develop process Determine Score
6Practical Exercise Brief
77.4b Leadership and Governance Results Strategy
Implementation
- Results for strategy implementation
8Questions?
9 Customer Focus Category 3
10Customer Focus
- 3.1 Voice of the Customer
- 3.1a Customer Listening
- 3.1b Customer Satisfaction and Engagement
- 3.2 Customer Engagement
- 3.2a Product Offerings and Customer Support
- 3.2b Building Customer Relationships
113.1 Voice of the Customer
- Customer listening
- Actionable information
- Listening / Learning and business strategy
- Social media
- Customer and market knowledge
- Customers satisfaction with competitors
123.2 Customer Engagement
- Engagement as a strategic action
- Customer relationship strategies
- Complaint management
13Practical Exercise Category 3
Table 1 3.1a(1) Customer Listening Skinny Narrative Deployment Integration Evaluation learning When and Why Develop process Determine Score Table 2 3.1b(1) Satisfaction Engagement Skinny Narrative Deployment Integration Evaluation learning When and Why Develop process Determine Score
Table 3 3.2a(1) Product Offerings Skinny Narrative Deployment Integration Evaluation learning When and Why Develop process Determine Score Table 4 3.2a(2) Customer Support Skinny Narrative Deployment Integration Evaluation learning When and Why Develop process Determine Score
14Practical Exercise Brief
157.2 Customer Focused Results
- Performance as viewed by customers
- Results beyond satisfaction
- Segmentation
16Questions?
17 Measurement, Analysis and Knowledge
Management Category 4
18- 4.1 Measurement, Analysis Improvement
- 4.1a Performance Measurement
- 4.1b Performance Analysis and Review
- 4.1c Performance Improvement
- 4.2 Knowledge Management IT
- 4.2a Organizational Knowledge
- 4.2b Data, Information, and IT
194.1 Measurement, Analysis, Improvement
- Aligning and integrating your performance
management system - Selecting and using comparative data
- Reviewing performance
- Analyzing performance
- Aligning analysis, performance review, and
planning - Understanding causality
204.2 Knowledge Management, Information, IT
- Knowledge management
- Organizational learning
- Information management
- Data and information availability
- Emergency availability
21Table 1 4.1a Performance Measurement Skinny Narrative Deployment Integration Evaluation learning When and Why Develop process Determine Score Table 2 4.1c(3) Continuous Improvement Skinny Narrative Deployment Integration Evaluation learning When and Why Develop process Determine Score
Table 3 4.2a(1) Knowledge Management Skinny Narrative Deployment Integration Evaluation learning When and Why Develop process Determine Score Table 4 4.2b(4) Hardware and Software Properties Skinny Narrative Deployment Integration Evaluation learning When and Why Develop process Determine Score
22Practical Exercise Brief
237.4 Financial and Market Results
- Results tracked by senior leaders
- Results appropriate for organizational viability
24Questions?
25Day 2 Review