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Steal Shamelessly - Adapting the Best Practices of Baldrige
Recipients
Anne Warner
GSQC Executive Director
Alumni Examiner, Baldrige National Quality Program
MemberMemberMemberMember
Thanks to our GSQC Sponsors
Mission and Purpose: to inspire and assist New Hampshire organizations in the achievement of Performance Excellence. We offer training and coaching, and
administer the state’s Baldrige-based Awards and Recognition Program. 2
Upcoming Events
Excellence is a Journey not a Destination
April 20th 9am – 1pm Co-sponsored with NHTI
• Keynote: Chris Diego; Mountain View Grand Resort
• Facilitated self-assessment
• Panel of NH Industry Leaders
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Team Excellence Award Update
• Pilot nearing completion
• More focus on internal team excellence
Best Practice Themes
• Focus on customers and employees and the numbers will follow
– Alignment: Workforce -> Customer -> Results
• Engaging the hearts and minds
– Understanding “why”; ethics/transparency
• Belief in sense of internal and external community
• Integration of Innovation and the practice of Innovation
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Baldrige: having a handful of key processes are well
deployed and well integrated
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“Any business process can be
likened to a manufacturing process”
Lean Thinking
•Engage People
•Define Value
•Evaluate which processes add value
•Eliminate Waste
•Step by Step Improvement; striving
towards Excellence
Winning Formula
•Focus on what adds value for
consumer
•Engage everyone in organization
•Be “Brilliant at the Basics”
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Excellence for the Sake of Excellence
Over Achieve by Over…
Preparing; Communicating; Learning; Measuring
Start with the “Why”
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3. Follow Through upon Return:
-Outline best practices
-Provide recommendations
-Create Action Plan to implement
1. Define what needs to be improved
and who to benchmark
2. Determine the benchmarking method
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Three Elements to Execution
Flywheel Effect:
steadfast discipline
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1. Rounding on Employees
• What’s working well?
• Is there anyone I can recognize?
• Systems/process that should be
improved?
• Tools/equipment to do your job?
• Anything else I can do for you?
2. Rounding on Customers
•What’s working well?
•Staff to Recognize?
•1-2 things we could do better?
•Timeliness
•Anticipates needs
•Attitude
•Progress Update
3. Key words at key times
• Engage Customers, build confidence, reduce anxiety
•AIDET
•Acknowledge: Is there anything I can do?
•Introduction: Skill set, experience
•Duration: accurate expectation of time
•Explanation: answer questions, set expectations, how to contact
•Thank You
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Competitive Differentiators
1. Know what clients value
• Ethics/integrity
• Technical expertise
• Trusted advisor
2. Provide it
• Culture of “we do what’s right”
• Technical expertise program
• Be a “partner” not a vendor
Cargill Kitchen Solutions
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Innovation =
Process +
Culture!
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Sample Metrics:
• # Projects by Phase
• Projects vs. Products/Services Introduced
• % Sales Revenue from Products in last 5 years
• Culture assessment for Innovation
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City of Coral Springs How Planting Trees reduced Crime…
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The Issue:
Strong evidence that citizens and
elected officials, believe crime is on
the rise.
This was not supported by evidence!
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Root Cause and Solutions
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Final Thought….. The “why”
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THE BEST OF BEST PRACTICES ADDITIONAL INFORMATION
Profiles and Application Summaries
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http://www.baldrige.nist.gov/Contacts_Profiles.htm
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Make Performance Excellence
Your Competitive Advantage
Granite State Quality Council
New Hampshire’s Nonprofit Resource for Organizational Performance Excellence
www.gsqc.com (603) 223-1312 info@gsqc.com
Join us and NHTI on Friday, April 20th for
our first Leadership Conference
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