2010 tqa assessor workshop by thomas schamberger day two
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This document covers material from a Baldrige Foundation workshop for quality assessors in Thailand. The key topics covered on day 2 include the consensus review process, key factors, key themes, site visit do's and don'ts, and mentoring skills. Attendees participated in exercises assigning application items for review and discussing the identification and features of key themes. Presentations provided information on assessing applications and the enterprise of the future. Ethical conduct and situations were also reviewed.
2010 tqa assessor workshop by thomas schamberger day two
- 1. Baldrige Foundation – Thailand Quality Assessor Workshop 2010 Welcome to Day 2!
- 2. Baldrige Foundation – Thailand Quality Assessor Workshop 2010 Day 2 Key Outcomes and Learning Consensus Review Process Items and Results Items Key Factors Key Themes: Process Items Enterprise of the Future Ethical Energizers Site Visit Do’s and Don’ts Mentoring Skills
- 3. Baldrige National Quality Program 2009 6/2/2010
- 4. Baldrige Foundation – Thailand Quality Assessor Workshop 2010 Planning Consensus Review
- 5. Baldrige National Quality Program 2009 6/2/2010
- 6. Baldrige Foundation – Thailand Quality Assessor Workshop 2010 Your Role During Consensus Review Getting Started Draft Consensus Review Worksheets Participate in Consensus Present during the Consensus, Only as Needed Finish, after the Consensus
- 7. Baldrige Foundation – Thailand Quality Assessor Workshop 2010 Consensus Feedback Team MembersItem Lead v2fg
- 8. Baldrige Foundation – Thailand Quality Assessor Workshop 2010 What Is Consensus? agreement synergy feedback discussion collaboration support change Can you support and live with the decision?
- 9. Baldrige Foundation – Thailand Quality Assessor Workshop 2010 Exercise - Item Assignments Examiner Category/Item Lead Backup Other Examiner #1 Team Leader Assign Items ? Items, 7.1 Examiner #2 Assign Items ? Items, 7.4 Examiner #3 Assign Items ? Items, 7.5 Examiner #4 Assign Items ? Items, 7.2 Examiner #5 Assign Items ? Items, 7.3 Examiner #6 Assign Items ? Items, 7.6 Key Themes, Criteria Cop What Examiner Does Key Themes and is Criteria Cop ? Assign – Back-Up Leader
- 10. Baldrige Foundation – Thailand Quality Assessor Workshop 2010 Item Assignments Examiner Category/Item Lead Backup Other Examiner #1 Items 1.1, 1.2, 7.6 Items 6.1, 6.2, 7.1 Examiner #2 Items 2.1, 2.2, 7.3 Items 5.1, 5.2, 7.4 Examiner #3 Items 3.1, 3.2, 7.2 Items 4.1, 4.2, 7.5 Examiner #4 Items 4.1, 4.2, 7.5 Items 3.1, 3.2, 7.2 Examiner #5 Items 5.1, 5.2, 7.4 Items 2.1, 2.2, 7.3 Examiner #6 Items 6.1, 6.2, 7.1 Items 1.1, 1.2, 7.6 Key Themes (6) Criteria Cop (2)
- 11. Baldrige Foundation – Thailand Quality Assessor Workshop 2010 Assessment Considerations The Enterprise of the Future
- 12. Baldrige Foundation – Thailand Quality Assessor Workshop 2010 Competitiveness: The Enterprise of the Future IBM 2008 Global CEO Study More Than 1,000 CEOs “The consumer’s concept of quality will no longer be measured by only the physical attributes of the product (Cu)—it will extend to the process of how the product is made (Co), including product safety, environmental compliance, and social responsibility compliance (Su).” Victor Fung, Chairman Li & Fung (Hong Kong)
- 13. Baldrige Foundation – Thailand Quality Assessor Workshop 2010 Competitiveness: The Enterprise of the Future (IBM study, continued) The Future Enterprise Is . . . Hungry for Change (Co) — Capable of Changing Quickly — Shapes Trends Innovative beyond Customer’s Imagination (Cu, Su) — Surpasses Expectations of Demanding Customers — Collaborative Relationships and Innovations That Make Company and Customers More Successful Globally Integrated (Co, Su) — Strategically Designed to Access Capabilities Wherever They Reside
- 14. Baldrige Foundation – Thailand Quality Assessor Workshop 2010 Competitiveness: The Enterprise of the Future (IBM study, continued) Disruptive by Nature (Co, Su) — Radically Challenges Its Business Model — Shifts the Basis of Competition Again and Again Genuine, Not Generous (Su) — Genuine Concern for Society in All Actions and Decisions
- 15. Baldrige Foundation – Thailand Quality Assessor Workshop 2010 Core Competencies Core Competencies Sustainability Strategy 2 Partnerships and Collaborations 3 Outsourcing Work Systems 1 4 5
- 16. Baldrige Foundation – Thailand Quality Assessor Workshop 2010 ? ? ? Questions ? ? ? ? ? ? Thanks!
- 17. Baldrige Foundation – Thailand Quality Assessor Workshop 2010 Key Themes: First Look
- 18. Baldrige Foundation – Thailand Quality Assessor Workshop 2010 Questions to Consider l What is a key theme? l What do we look for as we analyze the application?
- 19. Baldrige Foundation – Thailand Quality Assessor Workshop 2010 Key Theme A key theme is a perception or observation that recurs throughout the scorebook, across processes and results, reflecting major strengths, opportunities, or vulnerabilities.
- 20. Baldrige Foundation – Thailand Quality Assessor Workshop 2010 What Is a Key Theme? A high-level strength or opportunity for improvement that – Is common (cross-cutting) to more than one Item/Category and/or – Is significant in terms of the applicant’s key factors and/or – Addresses a Core Value of the Criteria
- 21. Baldrige Foundation – Thailand Quality Assessor Workshop 2010 Steps in Developing Key Themes 1. Capture initial impressions. 2. Conduct the Item-level evaluation. 3. Finalize the key themes.
- 22. Baldrige Foundation – Thailand Quality Assessor Workshop 2010 Key Theme Features Key themes….. l are comments addressing high-level strengths or opportunities for improvement l are significant in terms of the applicant’s key factors l are often common to more than one Item/Category (cross-cutting) or address an issue of particular significance in one Item (often found in a comment that is bolded) l must be traceable to comments found in the Item Worksheets l may address a Core Value of the Criteria l summarize how well an applicant has addressed the Criteria requirements l serve as an executive summary
- 23. Baldrige Foundation – Thailand Quality Assessor Workshop 2010 What to Ask in Identifying Key Themes For the “a” and “b” key themes, which are related to Process Items, the ADLI evaluation factors are a good starting point. Asking the following questions will help identify the key themes: 1. Which approaches are sound and systematic (or not)? 2. What approaches are well deployed throughout the organization (or not)? 3. Are there areas of strength or opportunity related to organizational learning? 4. Where is there strong linkage between and among processes? What areas are poorly aligned? In a more mature applicant, what areas exhibit or lack integration?
- 24. Baldrige Foundation – Thailand Quality Assessor Workshop 2010 What to Ask in Identifying Key Themes For the “c” and “d” key themes, which are related to Results Items, asking the following questions related to the LeTCI evaluation factors is a good starting point for determining commonality or themes: 1. Are results trending consistently either up or down? If results are tracked over time, are they sustained? 2. How do results compare to competitors or best-in-class organizations? Are adequate comparisons provided? 3. To what extent are results segmented to reflect important customer and stakeholder, product, program, offering and service, market, process, and action plan performance requirements identified in the Organizational Profile and in Process Items? Are valid indicators of future performance included?
- 25. Baldrige Foundation – Thailand Quality Assessor Workshop 2010 Key Theme Features 1. Do you see any role-model processes or results? 2. Core Values also may serve as a source for key themes when examples can be identified from Item comments. 3. Are Core Values for the sector (e.g., visionary leadership, management by fact) reflected in the Item comments?
- 26. Baldrige Foundation – Thailand Quality Assessor Workshop 2010 Example of Key Themes The applicant creates an environment for organizational and staff learning through the creation of an annual workforce development plan that serves as a key input to the Strategic Planning Process and drives the development of the organization’s annual training and education plan. Other means used to develop and maintain a learning environment include the use of the Plan, Do, Check, Act (PDCA) process and OASIS design and improvement models. The models include systematic benchmarking and identification of best practices, the development of annual Individual Development Plans (IDPs) for all staff and volunteers, and the offer of multiple educational benefits, such as Work to Learn, tuition reimbursement, and scholarships for staff and their children. In addition, AF participates in multiple national, state, and local associations to gather and share best practices and learning.
- 27. Baldrige Foundation – Thailand Quality Assessor Workshop 2010 Key Theme Diagnosis Activity Step Time 1. As a triad, review the Key Themes assigned and identify the core values, and role model process elements contained within the key theme comment and determine whether there are any problems with the key theme as written. Ask a. Is anything wrong? b. Are approaches identified sound and systematic? c. Is deployment signified and is it throughout the organization (or not)? d. Are there areas of strength or opportunity related to organizational learning? e. Was is there strong linkage between and among processes? Hint: Use the Core Values and Concepts in the Criteria as tools. 5 min. 2. Review some of your triad’s findings. 10 min.
- 28. Baldrige Foundation – Thailand Quality Assessor Workshop 2010 Example of Key Themes This is a key theme because it….. l goes beyond one Area to Address, Item, or Category l describes various systematic processes that are important to the organization’s performance l is well deployed throughout the organization l is integrated (in harmony across the organization) l is linked to a Core Value—organizational and personal learning
- 29. Baldrige Foundation – Thailand Quality Assessor Workshop 2010 Key Factors: First Look
- 30. Baldrige Foundation – Thailand Quality Assessor Workshop 2010 What Is a Key Factor? Definition Key factors are significant attributes of an organization that influence the way the organization operates. Examiners will use key factors to focus their assessment on what is important to the applicant.
- 31. Baldrige Foundation – Thailand Quality Assessor Workshop 2010 Key Factors–Customers Examiners use key factors to 1. Provide more accurate and meaningful feedback to the applicant and understand the Criteria areas of greatest importance to the applicant 2. Begin to understand the key points to investigate during the Consensus Review and Site Visit Review phases of the Award process
- 32. Baldrige Foundation – Thailand Quality Assessor Workshop 2010 What Is a Key Factor? Definition Key factors are significant attributes of an organization that influence the way the organization operates. Examiners will use key factors to focus their assessment on what is important to the applicant. Customers Examiners use key factors to • provide more accurate and meaningful feedback to the applicant • understand the Criteria areas of greatest importance to the applicant • begin to understand the key points to investigate during the Consensus Review and Site Visit Review phases of the Award process Judges use key factors to • quickly acquaint themselves with the applicant • focus on what is most important
- 33. Baldrige Foundation – Thailand Quality Assessor Workshop 2010 What Is a Key Factor? Examples • Mission, vision, and values • Employee/staff profile • Customer and market segments and customer requirements • Competitive position and critical success factors • Strategic challenges • Governance structure These are all key factors because they are facts or attributes that affect the way the organization operates. Non- examples • Complaint management process • Strategic planning approach
- 34. Baldrige Foundation – Thailand Quality Assessor Workshop 2010Baldrige National Quality Program “In-Sites” on Site Visit
- 35. Baldrige Foundation – Thailand Quality Assessor Workshop 2010
- 36. Baldrige Foundation – Thailand Quality Assessor Workshop 2010 Your Challenge Your challenge is to come away with a better understanding of what the site visit experience is like, including both the planning phase and the week on travel. Activity Setup 1.Identify a timekeeper and interviewer for each question. 2.Using a round-robin, returning and new Examiners take turns asking the experts at their table the questions provided.
- 37. Baldrige Foundation – Thailand Quality Assessor Workshop 2010
- 38. Baldrige Foundation – Thailand Quality Assessor Workshop 2010Baldrige National Quality Program Principles of Ethical Conduct
- 39. Baldrige Foundation – Thailand Quality Assessor Workshop 2010 Code of Ethical Conduct Key Principles 1. Protect the Integrity of the Award Process. 2. Exhibit Professional Conduct at All Times. 3. Protect the Promise of Confidentiality. 4. Protect the Program’s Intellectual Property.
- 40. Baldrige Foundation – Thailand Quality Assessor Workshop 2010 Ethical Situation #1 The product development cycle of the application I am reviewing is difficult to understand. It is only 6 months long! And the cycle time for the manufacturing process itself is supposedly 32 hours with 100% inspection. My organization takes twice as long with only random sampling! I think I should contact a friend of mine who is an expert on Lean manufacturing. She has studied some of the best organizations, and perhaps she can help me understand if this is really possible. I figure if she says that this just isn’t doable, then I may just call the Official Contact Point to get clarity and perhaps let him know my concerns. What do you think?
- 41. Baldrige Foundation – Thailand Quality Assessor Workshop 2010 Response: Ethical Situation Do NOT contact the OPC Safeguard the confidences of all parties involved in the judging or examination of applicants. Do not disclose information that may in any way influence the Award integrity or process, currently or in the future.
- 42. Baldrige Foundation – Thailand Quality Assessor Workshop 2010 Ethical Situation #2 I received a mailing from someone who claims to have been a Baldrige Examiner for five years. For only $500, we can attend his one-day seminar, “How to Win the Baldrige Award.” His brochure promises ten secrets for winning. Because his approach to winning the Baldrige Award is so successful, he says that he has been given permission to use the MBNQA logo on his publications. He guarantees that our organization will receive at least a site visit, and the brochure implies that he has terrific connections. I definitely think we should sign up, don’t you?
- 43. Baldrige Foundation – Thailand Quality Assessor Workshop 2010 Response: Ethical Situation Beware of false prophets! Don’t Sign Anything No One has the authority to use the Baldrige Logo other than Award Recipients. There are no guarantees Inside contacts do not exist
- 44. Baldrige Foundation – Thailand Quality Assessor Workshop 2010 Your Challenge: Ethics Energizer A first-year Examiner, Aileen, receives a list of her Examiner team members at the start of the Award cycle. A colleague in her organization, Joe, is also an Examiner and has several years of experience. She decides to talk with Joe to learn some tips for success.
- 45. Baldrige Foundation – Thailand Quality Assessor Workshop 2010 Your Challenge: Ethics Energizer As Aileen talks with Joe, she mentions, “I just got the list of my Examiner team members. Since you have more experience, I thought you might know some of these folks. My Team Leader is Laurie Smith. Maybe you’ve met her?” What is the ethical issue in play? What actions should the Examiners take at this point?
- 46. Baldrige Foundation – Thailand Quality Assessor Workshop 2010 Response: Ethics Energizer Do NOT continue the conversation. Safeguard the confidences of all parties involved in the judging or examination of applicants. Do not disclose information that may in any way influence the Award integrity or process, currently or in the future.
- 47. Baldrige Foundation – Thailand Quality Assessor Workshop 2010 MENTORINGMENTORING COMPETENCIESCOMPETENCIES
- 48. Baldrige Foundation – Thailand Quality Assessor Workshop 2010 Mentoring UniversalsMentoring Universals l Poor mentoring can be worse than NO mentoring l Mentoring is teachable – I will try to model a mentoring approach in a group setting l Mentoring begins with the NEEDS of the mentee l Allow mentees to manage the mentoring process l Remember mentees can become good mentors by transfer of skill, knowledge, and attitudes of the mentor
- 49. Baldrige Foundation – Thailand Quality Assessor Workshop 2010 Mentoring occurs over multiple, planned interactions using a variety of contact methods - such as in person, or via the telephone or the Internet Mentoring relationships can be formal or informal are individual-focused and may employ a variety of different 'roles' Mentoring goals are designed to improve individual productivity or achievement through building on the existing skills and knowledge of the less experienced person Mentor/Coach’s Relationships
- 50. Baldrige Foundation – Thailand Quality Assessor Workshop 2010Baldrige National Quality Program What have we learned? Day 2 Wrap-Up
- 51. Baldrige Foundation – Thailand Quality Assessor Workshop 2010 Day 2 Key Outcomes and Learning Consensus Review Process Items and Results Items Key Factors Key Themes: Process Items Enterprise of the Future Ethical Energizers Site Visit Do’s and Don’ts Mentoring Skills
- 52. Baldrige Foundation – Thailand Quality Assessor Workshop 2010 Reflection Take a few moments to reflect on your own personal learnings and make a few notes on your next steps. 1. What have you learned regarding your strengths? And your opportunities for development? 2. How will you address your opportunities for development?
- 53. Baldrige Foundation – Thailand Quality Assessor Workshop 2010 Observe what other assessors do and begin to build your own “best practices” Generate a network of friends Be humble – if you “think” that you know everything then you probably don’t Learn and GrowLearn and Grow
- 54. Baldrige Foundation – Thailand Quality Assessor Workshop 2010 Thank You For All That You Do!