ARMY RESERVE Using the Malcolm Baldrige Criteria for Business Excellence to conduct an Organizational Self Assessment - PowerPoint PPT Presentation

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ARMY RESERVE Using the Malcolm Baldrige Criteria for Business Excellence to conduct an Organizational Self Assessment

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... Office Theme 8_Office Theme 9_Office Theme Slide 1 Strategy 2.2 Strategy Implementation Slide 5 7.4b Leadership and Governance Results: Strategy ... – PowerPoint PPT presentation

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Title: ARMY RESERVE Using the Malcolm Baldrige Criteria for Business Excellence to conduct an Organizational Self Assessment


1
Organizational Self-Assessment Workshop Mr.
Edwin Perez ARNG G5 Business Transformation
Office
Day 2
6-8 April 2015
2

Strategy Category 2
3
Strategy
  • 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

4
2.2 Strategy Implementation
  • Developing action plans
  • Deploying action plans
  • Analysis to support resource allocation
  • Workforce plans
  • Projecting future environment

5
Table 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
6

Practical Exercise Brief
7
7.4b Leadership and Governance Results Strategy
Implementation
  • Results for strategy implementation

8
Questions?
9

Customer Focus Category 3
10
Customer 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

11
3.1 Voice of the Customer
  • Customer listening
  • Actionable information
  • Listening / Learning and business strategy
  • Social media
  • Customer and market knowledge
  • Customers satisfaction with competitors

12
3.2 Customer Engagement
  • Engagement as a strategic action
  • Customer relationship strategies
  • Complaint management

13
Practical 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
14

Practical Exercise Brief
15
7.2 Customer Focused Results
  • Performance as viewed by customers
  • Results beyond satisfaction
  • Segmentation

16
Questions?
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

19
4.1 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

20
4.2 Knowledge Management, Information, IT
  • Knowledge management
  • Organizational learning
  • Information management
  • Data and information availability
  • Emergency availability

21
Table 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
22
Practical Exercise Brief
23
7.4 Financial and Market Results
  • Results tracked by senior leaders
  • Results appropriate for organizational viability

24
Questions?
25
Day 2 Review
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