Journey to Performance Excellence

Report
TNCPE Level 1 Assessment
The first step on a journey
to Excellence
Just 3 Questions…
1. Is your organization doing as well as it
could?
2. How do you know?
3. What – and how – should your
organization change to get better results?
2
Baldrige Performance Excellence Program
• Established by Congress in 1987
• Designed to improve the competitiveness
of U.S. business (expanded in 1998 & 2005)
• Identifies role-model organizations
• Internationally recognized and
emulated
• Management based on “asking
really good questions”
• National resource
Mac Baldrige
3
4
Why “Baldrige”?
“As soon as you become a Baldrige-based
organization, it will cost you less to run your
business, and your outcomes will be better.”
Rulon F. Stacey, President & CEO
Poudre Valley Health System
2008 Baldrige Award Winner
5
Why TNCPE?
• “Easy way in” to Baldrige
– Receive valuable feedback as an applicant
– Train internal experts through the Board of
Examiners
– Learn best practices as a member
• Focus on effectiveness and efficiency
• Streamline processes, meet customer
needs, and improve the bottom line
6
Stair Steps to Excellence
Level 4
Level 3
Level 2
Level 1
Excellence
Achievement
Commitment
Interest
Org Profile
Yes
Yes
Yes
Yes
Application
Focus
Org
Profile
Basic Item
requirements
Overall Item
requirements
Multiple Item
requirements
Max Length
5 pages
5 + 15 pages
5 + 35 pages
5 + 50 pages
Site Visit
½ Day
1 Day
2 Days
3 Days
7
Back to Basics
1. What is your organization’s mission?
Why does your organization exist? What are
you trying to accomplish?
2. What is its vision?
Where are you headed?
3. What are its values?
What are your guiding principles?
8
TNCPE Culture
Mission
To drive organizational excellence in Tennessee
Vision
To be the partner of choice in leading Tennessee
organizations to world-class performance
excellence.
Together…building a state of excellence!
Values
Customer Focus
Integrity
Respect
Collaboration
Leadership
Excellence
Continuous Improvement
9
Alice: “Which way should I go?”
Cat: “That depends on where you are going.”
Alice: “I don’t know where I’m going!”
Cat: “Then it doesn’t matter which way you go!”
Alice in Wonderland
Lewis Carroll, 1872
10
Reacting to Problems
11
Aligned Approaches
12
Excellent Organizations
“Organizations that enjoy enduring success have
core values and a core purpose that remain fixed
while their business strategies and practices
endlessly adapt to a changing world”
– They have a clear picture of what they are trying to create
– They are excited and clear about their basic purpose
– They share a common set of values
– The values, mission and vision form the core of their
identity
Sources: Collins, James C. And Porras, Jerry I. “Building Your Company’s Vision.”
Harvard Business Review (September-October 1996, pages 65-77).
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What do your customers want/need?
Key Customers
Groups of people or organizations that buy
your products or services
Key Requirements
What customers want or need from your
products/services; the factors your
customers use to decide whether to “buy”
from you or your competitors
14
Level 1: Two Ways to Participate
• Standard Organizational Profile
– pages 4-6 in the Criteria
• Simplified Organizational Profile
– page 83 in the Criteria
Maximum: 5 pages
15
Level 1 Evaluation Process
Step 1
Conduct self-assessment
Step 2
Submit application to TNCPE
Step 3
Examiner review & site visit Judging
Receive Feedback Report
Strengths and OFIs
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2009
Interest • Appalachian Animal
Hospital
Recipients
(Level 1) • The College of
•
•
•
•
•
•
•
•
•
•
•
•
Business, Lipscomb
College of Business
Administration, Belmont
Cumberland CountyCrossville
Gibson County
Lauderdale County
Laurel Manor Health
Care
La-Z-Boy Tennessee
Livingston-Overton
County
Madison County Adult
Education
Mayfield Rehabilitation
& Special Care Ctr.
McNairy Regional
Alliance
Sumner County
Wayne County
2010
• Alternative Service
Concepts
• Claiborne County Adult
Education
2011
• Bedford County JECDB
• Briarcliff Health Care
Center
• City of Germantown
• Manor House of Dover
• Claris Networks
• NHC Healthcare
Pulaski
• NHC Scott Healthcare
• NHC Place Cool
Springs
• NorthCrest Medical
Center
• Roan Scholars
Leadership Program
• Robertson County
Adult Education
• Snyder Signs
• TRICOR
• Williamson County
Adult Education
• Tennessee Dept. of
Children’s Services
• UT–Center for Industrial
Services
• UT–County Technical
Assistance Service
• UT–Law Enforcement
Innovation Center
• UT–Municipal Technical
Advisory Service
• UT–Naifeh Leadership
Center
• US Ball & Roller Division
• YWCA of Middle TN
GED Prep Services
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Applicants & Examiners
250
195
200
177
169
175
150
147
150
# of examiners
# of examiner orgs.
100
84
74
50
82
34
20
80
26
# of applicants
89
76
26
35
37
0
2007
2008
2009
2010
2011
2012 YTD
Keys to Success
• Leadership Commitment
– Make it about improving your business – not “Baldrige” or
winning an award
– Leaders get the behaviors they exhibit and reward
• Systems Perspective
– Managing your whole organization, as well as its components,
to achieve success
– Working ON your organization vs. working IN your organization
• Focus on Results
– What gets measured gets done
– What gets charted gets improved
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TNCPE Board of Directors
Dr. Joe Alexander, Associate Dean
Belmont University
Louis Gump, CEO
Impact Management
Tony Benton, Vice President
Mountain States Health Alliance
Dr. Mary Jinks, Vice President
University of Tennessee
Dr. Richard Brown, Vice Chancellor
University of Tennessee at Chattanooga
Lewis Lavine, President
Center for Nonprofit Management
Manuel Benegas, Administrator
Vanderbilt University Medical Center
Terri McGuire, Senior Vice President
First Tennessee
Dr. David Black, President
Aegis Sciences Corp.
Dr. Mark Montoney, Executive VP & CMO
Vanguard Health Systems
Dr. John Dreyzehner, Commissioner
Tennessee Dept. of Health
Jean Rush, President and CEO
Kentucky Spirit Health Plan (Centene)
Jim Duensing, Executive Vice President & CFO
Caterpillar Financial Services
George Strodtbeck III, Ex Dir. Quality & COS
Cummins Inc.
Dr. Linda Garceau, Dean
East Tennessee State Univ.
Van Wardlaw, EVP Customer Relations
Tennessee Valley Authority
Greg York, Director of Operations
Marvin Windows and Doors
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To Learn More (www.TNCPE.org)
• Application Workshop
‒ Nov. 7, 2012 (Nashville)
• Excellence in Tennessee Conference
‒ Feb. 19 and 20, 2013 (Franklin)
• Speakers’
Bureau:
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For more Information
Katie Rawls, President &CEO
Tennessee Center for Performance Excellence
2525 Perimeter Place Drive, Suite 122
Nashville, Tennessee 37214
Phone: 615-889-8323
or 800-453-6474
E-mail:[email protected]
Please visit our website at www.tncpe.org

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