WELCOME to Examiner Training 2014! Day 1 1
Before We Begin…. Logistics • Safety: Note location of exits • Phones, Restrooms • Please Silence Phones/Pagers/Alerts • Parking Lot 2
Parking Lot 3
Quality Texas Meeting Behaviors • Be respectful • Stay on point • Share openly • Work toward consensus • Have only one conversation • Understand that silence means at a time affirmation • Mute phones • Employ “ELMO” as needed • Return from breaks on time • Have fun • Take care of personal needs • Clean up after yourself Ground und Rul ules 4
Agenda for Day 1 • Introductions • About Quality Texas • Code of Conduct • The Assessment Process • Introduction to the Criteria • Core Values • Key Factors • Practice 1 – Using the Six-Step Process with your Pre-Work Assignment 5
Learning Outcomes: You Will. . . • Participate actively in Examiner Training • Understand the roles and responsibilities of Examiners • Gain knowledge of the key elements in the Criteria for Performance Excellence • Gain knowledge of the process to evaluate an application at any one of four levels i.e., Award, Progress, Commitment, Engagement. • Write feedback comments that add value for the applicant 6
Introductions – At Your Table • Who you are! – Name / City • What you do! – Organization – Job title • Experience with QTF/Baldrige Criteria • Your expectations of this Training 7
About Quality Texas 8
Quality Texas Foundation Lynn Tomaszewski, Chief Executive Officer ltomaszewski@qualitytexas.org Kristin Krenzer, Director, Performance Excellence Program kkrenzer@qualitytexas.org 5201 N. O'Connor Blvd. Suite 100 - Level B1 Irving, Texas 75039 www.texas-quality.org 469-828-1157 9
Key Facts About Quality Texas Foundation Founded in 1994 as a 501(c)3 non-profit corporation Endorsed by the Texas Governor’s office Full-time staff of two people Over 300 state-wide volunteers do most of the work Funded through memberships, customized training workshops, Performance Excellence Program participant fees, annual Texas Quest Conference Recognized as one of the most effective state programs, with more Baldrige recipients than any other state 10
QTF’s Vision and Mission Vision (What We're Striving To Do): By helping our customers develop successful organizations, we improve our communities, our state, our country, and our world. Mission (Why We Exist): We help create excellent businesses, hospitals and schools by sharing knowledge about the Baldrige process and other methods that drive organizational efficiency, effectiveness and sustainability. 11
Services We Provide • Assessment and Feedback • Award and Recognition • Training and Coaching Solutions – Customized training and coaching based on customer needs within their organization (arranged through Quality Texas CEO) – Public training workshops • Examiner Training (You are here!) • Applicant Training • Membership Levels w/various benefits per level – Corporate and Individual options 12
Why Organizations Apply • Reflects organizational goals, objectives, and values • Helps build a common, holistic view of the organization (a “system” perspective) • Provides a common language and method to examine processes and performance • Receives objective feedback • Tracks progress – Get to the “next level” of performance • Fosters benchmarking within and across industries 13
Code of Conduct - Examiner Ethics 14
Code of Conduct: Four Key Principles • Protect the integrity of the assessment and feedback process • Exhibit professional conduct at all times • Protect the promise of confidentiality • Protect the program’s intellectual property 15
Ethics Excursion #1 I’d like to have a trusted employee in my own company help me with all of the applicant information that goes back and forth between the Quality Texas office and me as an Examiner. My secretary has worked with me for the past eight years and has attended many classes on how to handle confidential information through our company training department. He handles information far more sensitive and confidential than the information I receive from the Quality Texas office. I would like to dictate my scorebook and let him type it up for me. He types much faster than I can, so it wouldn’t take as long to complete my work. I’d trust him with my life. 16
Ethics Excursion # 2 My Stage 1 application has some information in there that I find hard to believe. I’m from the same industry and their Return On Assets is more than twice my company’s – and we think we’re doing pretty well. I’m thinking of calling the applicant’s Official Contact Point to get an explanation before I finish writing my scorebook. 17
QTF Organizational Integrity • Notify the Quality Texas CEO of violations to the Code of Ethical Conduct • Ethics Committee consists of: – Ethics Officer – Quality Texas Chief Executive Officer – Quality Texas Director Performance Excellence Program 18
Quality Texas 19
The Assessment Process A six-step process, using: – Three phases in the assessment process • Independent Review • Consensus • Site Visit – One of Four levels of applications • Engagement • Commitment • Progress • Award – One of Three Criteria versions • Business and Non-Profit • Healthcare • Education 20
Three Criteria Versions Business, Manufacturing, Service, • Government, and Non-profit Healthcare • Education • 21
COR ORE V VALUES • FEEDBACK REPORT FOR JUDGES & APPLICANT • Agility • Visionary Leadership • Societal Responsibility • Focus on the Future • Customer-driven excellence • Focus on Results and Creating Value • RECOMMENDATION TO • Managing for Innovation • Organization & Personal Learning • Systems Perspective BOARD OF DIRECTORS • Management by Fact • Valuing Workforce Members / Partners ASSESSMENT PROCESS • Feedback Report • Determination of • Score Site Visit Issues • Verify / Clarify • ID Key Factors Strengths & OFIs • Consensus Scorebook • Training • Review Criteria • Category Champion leads Consensus • Read Application discussion and scoring • Attend Training NEX EXT ST STEP EPS • JUDGES REVIEW • BOARD OF DIRECTORS DECISIONS • FEEDBACK TO APPLICANT RESO ESOURCES ES • AWARDS CEREMONY • Criteria Books • Training • Application • Scoring Guidelines •QTF Website • Scorebook Navigator 22 •QTF Staff MBNQA W b i
APPLICATION LEVELS RESOURCES STRENGTHS PROGRESS AWARD ENGAGEMENT COMMITMENT • Criteria • Org. Profile • Org. Profile • Org. Profile • Org. Profile • Training PERFORMANCE • Scorebook • 10 Page App. • 15 Page App. • 25 Page App. • 50 Page App. Navigator EXCELLENCE • No Site Visit • No Site Visit • Site Visit (if • Site Visit • Application Purchased by • Feedback • Feedback Applicant) • Feedback Report Report Report • Feedback OPPORTUNITIES Report FOR IMPROVEMENT SCOR ORING F FACTOR ORS SCORES Approach Approach Approach Approach Process (Basic Req.) and Deployment Deployment Learning Integration Levels Levels Levels Resu sults Levels and Trends Trends Comparisons Integration AP APPLI LICAT ATIONS Oct ctober- March ch ( (5 cy cycle cles) OC OCTOB OBER RECEIVED 23
Examiners’ Roles and Responsibilities • Provide analysis and insight to lead the organization to the next level of maturity • Assessment Process Team Members – Examiners – Senior Examiners – Scorebook Editor – Back-up Team Leader – Team Leader – Process Coach • Each team has a Subject Matter Expert (Can be any role) 24
Benefits of Being an Examiner • Learn the Quality Texas/Baldrige Performance Excellence Criteria through training and experience • Learn validated best practices from leading organizations in all industry sectors • Expand professional network • Develop assessment, analysis, writing, teamwork and leadership skills • Earn a valuable professional credential • Give back to the community by helping organizations be successful through useful feedback 25
Conditions of Involvement Absolute Essentials to the Credibility, Success and Prestige of the Assessment and Feedback Process • Commit to the entire process (until the feedback is presented to the applicant) • Maintain Confidentiality • Complete the Training and Case Study • Honor Time Commitments • Represent Quality Texas (not your organization) • Follow Code of Conduct • Avoid Conflicts of Interest 26
Value for the Examiner and the Sponsor • Work with a diverse team to reach consensus • Network with other quality and business experts to build professional friendships • Understand and apply the Criteria for Performance Excellence to a variety of organizations • Develop analytical and consensus-building skills for personal use. • Attend annual Texas Award Banquet and Conference (at a special discounted rate) – June, 2015 (dates TBA) • Special recognition at conference 27
Introduction to the Criteria 28
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