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