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Transcript of Leadership Baldrige Performance Excellence Program, Criteria for Performance Excellence Item 1.1 -...
LeadershipBaldrige Performance Excellence Program, Criteria for
Performance Excellence Item 1.1 - Senior Leadership: How Do Your Senior Leaders Lead?
Adam RayVP of Customer Support
What is Leadership?
• To “lead” means to “guide in direction, course or action”
• “Leadership” is just the process by which individuals or groups of individuals “lead”
• Effective leadership consists of doing the right things at the right time
Why is Leadership important?
• Without it, no direction for organization to follow and no goals to be achieved
• Leadership is fundamentally important to success and sustainability
• First Baldrige category, and of the process categories, it is worth the most points
• Mission Statement
• Strategic Objectives
• Operational Goals
Examples within the Leadership Steps
Set Direction
• Strategic Plans
• Action Plans
• Marketing Plans
Create Plan
• State of the Business Meetings
• Department Knowledge Sharing Meetings
• Company Postings
Communicate
• Performance Improvement System
• Performance Reviews
• Process Reviews
Learn and Improve
• Company Scorecard Reviews
• Department Scorecard Reviews
• Monthly Financial Statement Reviews
Measure Results
JFK in 1961: “I believe that this nation should commit itself to achieving the goal, before this decade is out, of landing a man on the moon and returning him safely to the earth.”
Using the Leadership Steps – JFK & Moon Landing
Set Direction
Add plan to Whitehouse administration priority list, including annual milestones; develop a direct presidential update mechanism with NASA.
Create Plan
Communicate and deploy plan through address to congress and nation, speeches at major universities and events, and ongoing communication with NASA.
Communicate
Learn through each unsuccessful test through root cause identification and prevention prior to next test.
Learn and Improve
Man landed on moon and returned safely to Earth by end of 1969.
Measure Results
Improve Customer Satisfaction from 93% to 95% in 2014
Using the Leadership Steps – Improve Customer Satisfaction
Set Direction
After determining Customer Key Requirement of “Low-cost shipping” is lowest performing Customer Satisfaction area, create “Re-engineer Shipping Charges” Action Plan on 2014 Strategic Plan.
Create Plan
Communicate and deploy plan Strategic Plan through State of the Business Meetings, Department Knowledge Sharing Meetings and Company Postings.
Communicate
During execution of Action Plan, identify and schedule related ISO Corrective Action Reports, Opportunities for Improvement and Department Action Plans.
Learn and Improve
Customer Satisfaction of 95% by end of 2014
Measure Results
Tips for Setting the Right Direction
Remember, effective leadership consists of doing the right things at the right time. Here are a few tips that help leaders determine the right direction:• Have a deep understanding of who your Stakeholders
are, and what they require to be satisfied• Have a great measurement system and review it
systematically• Listen to and learn from your Stakeholders through
systematic feedback collection and review• Conduct a SWOT Analysis regularly and benchmark
competitors/peers