utilizing focus groups for strategic advantage bob dorste, performance consultant, eimf mary ann...
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UTILIZING FOCUS GROUPSFOR
STRATEGIC ADVANTAGE
UTILIZING FOCUS GROUPSFOR
STRATEGIC ADVANTAGE
Bob Dorste, Performance Consultant, EiMF
Mary Ann Tietjens, Assistant Superintendent, SSD of St. Louis County© 2012 Excellence in Missouri Foundation
2012 Conference November 14-16, 2012
Workshop Overview
What are Focus Groups? Exercise – Who?/Why? Focus Groups and the Baldrige Performance
Excellence Criteria Focus Group Process Elements Real World Application – Special School District
What Are Focus Groups?
A focus group is a form of qualitative research (quantitative questions may be included) in which a group of people are asked about their perceptions, opinions, beliefs, and attitudes towards a product, service, concept, advertisement, idea, or packaging.
Questions are asked in an interactive group setting where participants are free to talk with other group members.
Exercise – Who?/Why?
What sector do you represent? Business, Health Care, Education, Non-Profit,
Government
Who would you identify as Focus Groups?
Why would you identify this group as a Focus Group?
Focus Groups and the Baldrige Performance Excellence Criteria
Focus Groups address a multitude of requirements identified in the Baldrige criteria.
Although our emphasis addresses Categories 2, 3 and 5, Focus Groups are applicable to requirements in all Categories.
Baldrige CriteriaCategory 2 – Strategic Planning
2.1.b (2) – STRATEGIC OBJECTIVE Considerations: How do your STRATEGIC OBJECTIVES achieve the following?...consider and balance the needs of all KEY STAKEHOLDERS
Strategic Planning Note N3 – Your organization’s strengths, weaknesses, opportunities, and threats (2.1a[2]) should address all factors that are key to your organization’s future success…”your customer and market requirements”…”your workforce and other resource needs”…
7
I feel XYZ Company is consistent in its approaches with different stakeholder groups.
Stro
ngly Agree
Agree
Neutra
l
Disa
gree
Stro
ngly Disa
gree
0% 0% 0%0%0%
1. Strongly Agree
2. Agree
3. Neutral
4. Disagree
5. Strongly Disagree
0 of 5
Baldrige CriteriaCategory 2 – Strategic Planning
2.2.a (2) – ACTION PLAN Implementation: How do you DEPLOY ACTION PLANS throughout the organization to your WORKFORCE and to KEY suppliers and PARTNERS, as appropriate, to achieve your KEY STRATEGIC OBJECTIVES?
2.2.a (4) – What are your KEY human resources or WORKFORCE plans to accomplish your short- and longer-term STRATEGIC OBJECTIVES and ACTION PLANS?
2.2A (5) – How do you ensure that the measurement system covers all KEY DEPLOYMENT areas and STAKEHOLDERS?
9
I feel XYZ Company has the human resources to deliver on the key business functions.
Stro
ngly Agree
Agree
Neutra
l
Disa
gree
Stro
ngly Disa
gree
0% 0% 0%0%0%
1. Strongly Agree
2. Agree
3. Neutral
4. Disagree
5. Strongly Disagree
0 of 5
Baldrige CriteriaCategory 2 – Strategic Planning
Strategy Implementation Note N1 - …The following are examples of key linkages: Category 3 for gathering customer and market
knowledge as input to your strategy and action plans and for deploying action plans
Category 5 for meeting your workforce capability and capacity needs, for workforce development and learning system design and needs, and for implementing workforce-related changes resulting from action plans
Baldrige CriteriaCategory 3 – Customer Focus
Voice of the Customer: CUSTOMER Listening 3.1.a (1) – Listening to Current CUSTOMERS 3.1.a (2) – Listening to Potential CUSTOMERS
Voice of the Customer: Determination of CUSTOMER Satisfaction and ENGAGEMENT 3.1.b (1) – Satisfaction and ENGAGEMENT 3.1.b (2) – Satisfaction Relative to Competitors 3.1.b (3) - Dissatisfaction
12
I feel XYZ Company effectively utilizes technology to interact with its stakeholders.
Stro
ngly Agree
Agree
Neutra
l
Disa
gree
Stro
ngly Disa
gree
0% 0% 0%0%0%
1. Strongly Agree
2. Agree
3. Neutral
4. Disagree
5. Strongly Disagree
0 of 5
Baldrige CriteriaCategory 3 – Customer Focus
Customer Engagement: Product Offerings and CUSTOMER Support 3.2.a (1) – Product Offerings 3.2.a (2) – CUSTOMER Support 3.2.a (3) – CUSTOMER Segmentation 3.2.a (4) – CUSTOMER Data Use
Customer Engagement: Building CUSTOMER Relationships 3.2.b (1) – Relationship Management 3.2.b (2) – Complaint Management
Baldrige CriteriaCategory 5 – Workforce Focus
Workforce Environment: WORKFORCE CAPABILITY and CAPACITY 5.1.a (1) – CAPABILITY and CAPACITY 5.1.a (2) – New WORKFORCE Members
Workforce Environment: WORKFORCE Climate 5.1.b (1) – Workplace Environment 5.1.b (2) – WORKFORCE Policies and Benefits
Baldrige CriteriaCategory 5 – Workforce Focus
Workforce Engagement: WORKFORCE PERFORMANCE
5.2.a (1) – Elements of ENGAGEMENT
5.2.a (2) – Organizational Culture
5.2.a (3) – PERFORMANCE Management
Workforce Engagement: WORKFORCE and Leader Development
5.2.c (1) – LEARNING and Development System
5.2.c (2) – LEARNING and Development EFFECTIVENESS
5.2.c (3) – Career Progression
16
I feel XYZ Company effectively utilizes technology to interact with its workforce.
Stro
ngly Agree
Agree
Neutra
l
Disa
gree
Stro
ngly Disa
gree
0% 0% 0%0%0%
1. Strongly Agree
2. Agree
3. Neutral
4. Disagree
5. Strongly Disagree
0 of 5
Baldrige CriteriaOther Categories
Category 1: Leadership
ETHICS
Communication Category 4: Measurement, Analysis, and Knowledge
Management
PERFORMANCE MEASURES
Best-Practice Sharing
Knowledge Management
18
I feel XYZ Company is ethical in its approaches.
Stro
ngly Agree
Agree
Neutra
l
Disa
gree
Stro
ngly Disa
gree
0% 0% 0%0%0%
1. Strongly Agree
2. Agree
3. Neutral
4. Disagree
5. Strongly Disagree
0 of 5
Focus Groups – EiMF Process
Establish Client’s End-in-Mind/Use for Feedback Roles & Responsibilities
Qualified Facilitator/Moderator – Leads group process Administrator – documentation, captures
ideas/comments/themes Ground Rules
Confidentiality Permission to Record Focus Group Size – optimal size 10 – 12 participants
Focus Groups – EiMF Process
Real time information capturing
Clickers Workshop demonstration
Combination of Qualitative and Quantitative Questions
Discussion Likert Scale Standard/Common and Group-specific
Demographics Feedback Report
Baldrige-type feedback report, including key themes, Strengths and opportunities for improvement
Focus Groups – Role of EiMF Analyst
Support Facilitator with Client Requirements Prepare/Populate Content in Custom Application Files Supplement Electronic Data with On-site Detailed Notes Synthesize Data From All Focus Group Sessions
Significant Amount of Workload – Typically 40 to 60 Hours Generating Feedback Report
Focus Group – Real World Application
Special School District of St. Louis County
Mary Ann Tietjens – Assistant Superintendent
Strategic Planning Process - Requirements
Focus Groups
Stakeholders Other Uses of Feedback
Proposed Place Holders
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