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Baldrige Performance Excellence Program 2010
Baldrige Performance Excellence Program
Carey Performance Excellence SymposiumOctober 28, 2010
Baldrige Performance Excellence Program 2010
A New Name for a New Era
Quality has evolved in last 20 years
Criteria have moved beyond operations
Intended to reflect our focus on org. performance
But then you are way ahead of us on this one . . .
Baldrige Performance Excellence Program 2010
Award Process
Applications for MBNQA return to historical high
Applications for Board of Examiners rebounds
New Examiner Applications up 30%
Baldrige Performance Excellence Program 2010
Application Sector History
2007 2008 2009 2010
Manufacturing 2 3 2 3 Service 4 5 4 2 Small Business 7 7 5 7 Healthcare 42 43 42 54 Education 16 11 9 10 Nonprofit 13 16 8 7
Total 84 85 70 83
Baldrige Performance Excellence Program 2010
2009 Award Recipients
CSP Clinical Research Pharmacy Coordinating Center: Albuquerque, NM
Baldrige Performance Excellence Program 2010
Issues with Satisfaction Surveys
• Too many surveys, too many questions• Employees don’t know how to take
corrective action• Scores don’t link to behaviors• Surveys confuse transactions with
relationships• Satisfaction surveys dissatisfy customers
-- From The Ultimate Question; F. Reicheld
Baldrige Performance Excellence Program 2010
Issues with Judge’s Survey
• Response rates should be higher• We already know the answer to many of
the questions• Confounding results• Don’t currently link results to behaviors• Not enough actionable feedback• Much of the data doesn’t really align
with “Customer Engagement”
Baldrige Performance Excellence Program 2010
Potential Changes• Move to a “Net Promoter” like metric
“How likely is that you would recommend X to a friend or colleague?”
Extremely Not at All Likely Likely
10 9 8 7 6 5 4 3 2 1 0
Promoter Passive Detractor
Baldrige Performance Excellence Program 2010
Potential Changes
NPS = % Promoter - % Detractor
Select NPS “Stars” Most RecentBNQP “NPS”
Harley Davidson 81%Costco 79% 53%SAS 66%Intuit 58%Southwest Air. 51%
Baldrige Performance Excellence Program 2010
MBNQA Judges’ SurveyResponse Rates
34 of 64
48 of 86
55 of 84
56 of 85
55 of 70
Baldrige Performance Excellence Program 2010
Likely to Recommend - Consensus
NPS = 69%
Overall NPS
63%
Baldrige Performance Excellence Program 2010
Criteria Relevant – Consensus
Overall “NPS”
69%
“NPS” = 71%
Baldrige Performance Excellence Program 2010
Feedback Report – Consensus
Overall “NPS”
5%
“NPS” = 2%
Baldrige Performance Excellence Program 2010
Release of BOSS
Baldrige On-line Scorebook Solution Remove non-value added tasks of
Examiners
Significant increase in Examiner Sat
Release to State Programs in 2011
Baldrige Performance Excellence Program 2010
Scoring Data Release
Historical Applicant Scoring Data
From 1990 – 2006 Every individual and consensus
score for every applicant Coming soon – unique identifiers
Baldrige Performance Excellence Program 2010
Scoring Data Release
Baldrige Performance Excellence Program 2010
Use of Social Media
Benchmarking Study
Official Twitter Accounts
Use of LinkedIn Groups
YouTube Channel
Baldrige Performance Excellence Program 2010
Blogrige – official Baldrige blog
Baldrige Performance Excellence Program 2010
Baldrige Fellows Kickoff
Purpose - Reengage Large Mfg/Svc
1st Class of 14 Fellows
Program content/expectations
Next class recruiting for Nov 2011
Baldrige Performance Excellence Program 2010
Baldrige Fellows Kickoff
AGCO Corp Packaging Corp. of
America
AARP
Griffith Laboratories
USG Corp
UPS
Sara Lee Corp.
Dow Chemical Co.
Baldor Electric Co
University of Phoenix
Baldrige Performance Excellence Program 2010
Strategic Partnerships
ASBDC Meeting
AASA event planned for Feb
Other sector teams forming
Baldrige Performance Excellence Program 2010
Criteria Changes
Changes to Results Organization7.1 Product and Process Outcomes7.2 Customer Focused Outcomes7.3 Workforce Focused Outcomes7.4 Leadership Focused Outcomes7.5 Financial and Marketplace Outcomes
Baldrige Performance Excellence Program 2010
Criteria Changes
Reorganize Category 3 - CustomerRemove perceived redundanciesShorten overall lengthImprove logic flow
Baldrige Performance Excellence Program 2010
Criteria Changes
Clarity for Work Systems/Processes6.1 = Limited to Work System6.2 = Limited to Work ProcessesClarified definitions for bothRenamed Category “Operations Focus”
Baldrige Performance Excellence Program 2010
Criteria Changes
Refocus Performance ProjectionsNot intended to say projecting performance is not
importantRemove from Results Scoring until 90-100 rangeAdd question in Cat 4Add as an element of Strategy Development
Baldrige Performance Excellence Program 2010
Criteria Changes
Headings for Multiple RequirementsForm a basic outline of the Criteria
Baldrige Performance Excellence Program 2010
Questions/Comments