1. Utilizing the Baldrige Criteria for Performance Excellence to Guide Strategic Planning
Robert Schoch
Director of Business Administration
North Penn School District

2. My Beliefs High performing organizations require
Strong strategic planning-district, school, support service departments
Strong technology planning
Quality management system (ISO 9000 and/or Baldrige)
Beliefs applied to current situation
Budget balancing options developed, selected, and implemented remaining true to core values from strategic plan
Extensive use of quality management principles and practices
Systematic benchmarking to prove cost effectiveness
Process management
Lean Six Sigma analysis-advanced process cost analysis
Systematic program budgeting and evaluation, per cycle
The current economic situation and likelihood of low Act 1 Index for several years will test capabilities and working relationships

3. History of Quality Management
Deming
Juran
Statistical Process Control
Total Quality Management
Baldrige National Quality Program
Lean Six Sigma

4. Principles and Practices of High Performing Organizations
Continuous improvement mindset
Reduce variability of results
Manage the pace of change
Share knowledge about what works best
Practices
Systematic benchmarking to
identify and model best practices
Process management tools
Performance measurement and
performance management

5. Baldrige National Quality Program Education Criteria for Performance Excellence
Leadership
Senior Leadership
Governance and Societal Responsibilities
Strategic Planning
Strategy Development
Strategy Deployment
Customer Focus
Customer Engagement
Voice of the Customer

6. Baldrige National Quality Program Education Criteria for Performance Excellence
Measurement, Analysis and Knowledge Management
Measurement, Analysis, and Improvement of Organizational Performance
Management of Information, Knowledge, and Information Technology
Workforce Focus
Workforce Engagement
Workforce Environment
Process Management
Work Systems
Work Processes

7. Baldrige National Quality Program Education Criteria for Performance Excellence
Results
Student Learning Outcomes
Customer-Focused Outcomes
Budgetary, Financial, and Market Outcomes
Workforce-Focused Outcomes
Process Effectiveness Outcomes
Leadership Outcomes

8. Interrelated Core Values and Concepts Baldrige National Quality Program
Visionary leadership
Learning-centered education
Organizational and personal learning
Valuing workforce members and partners
Agility
Focus on the future
Managing for innovation
Management by fact
Societal responsibility
Focus on results and creating value
Systems perspective

9. North Penn School District’s Journey to Performance Excellence
Decision to use Effective Schools model for instructional improvement
Decision to use Baldrige Quality System for support services improvement
Began attending annual National Quality Education Conference-about 600 attendees who are working on Baldrige model for education (K12, Community College, higher education)
Hired training consultants expert in quality management
Established Quality Improvement Team
Applied for state Baldrige program, Keystone Alliance for Performance Excellence (KAPE), in March 2010
Site visit by team of examiners in May 2010
Feedback report in fall of 2010
Award in November 2010

10. History of Baldrige Program
The Malcolm Baldrige National Quality
Improvement Act of 1987 created an award
program to:
Identify/recognize role model organizations
Establish criteria for evaluating improvement efforts
Disseminate/share best practices
1988 Business (Manufacturing, Service, Small Business)
1998 Healthcare and Education
2006 Non Profit and Government

11. Baldrige Award Recipients
National Award Recipients
Montgomery County Public Schools
Iredell-Statesville Schools
Richland College
K.W. Monfort College of Business
Community Consolidated District 15
University of Wisconsin-Stout
Pearl River School District
Jenks School District
Chugach School District
Pennsylvania KAPE Award Recipients
North Penn School District

12. What are the Criteria?
A set of expectations or requirements
A structured approach to performance improvement
A framework for a systems view of performance management
De facto definition of performance excellence
Basis for continuous improvement
The Criteria are non prescriptive

13. Continuous Improvement
The Baldrige Criteria are based on cycles of
continuous improvement. These improvement
cycles should be imbedded in all work processes.
Act Plan
Study Do

14. The Criteria Asks Four Basic Questions
Approach – what methods and processes is an organization using to carry out its work?
Deployment – to what extent (breadth and depth) are the organization’s approaches deployed to relevant work processes?

15. The Criteria Asks Four Basic Questions – cont’d
Results – what are the outcomes achieved by the organization?
Learning – is the organization improving its methods, processes, and results through cycles of evaluation and improvement (continuous improvements)

16. 2011-2012 Education Criteria for Performance Excellence Consist of Seven Categories
Category 1 – Leadership
Category 2 – Strategic Planning
Category 3 – Customer Focus
Category 4 – Measurement, Analysis and Knowledge Management
Category 5 – Workforce Focus
Category 6 – Operations Focus
Category 7 – Results

17. Category 1 Leadership
Category 1 asks how does leadership….
Establish, communicate, demonstrate visions and values?
e.g. processes used to communicate the values
of the organization – senior leaders involved in improvement efforts
How do senior leader communicate key decision, encourage two way communication throughout the organization?

18. Category 1 – cont’d
Ensure legal and ethical behavior?
e.g. ethics policy - deployment
Create a sustainable organization?
e.g. culture of performance improvement, accomplishment of strategic objectives
Create a focus on accomplishing the organizations objectives?
e.g. progress against the strategic plan

19. Category 2 Strategic Planning
Category 2 asks how is the….
Strategic plan – short and long term objectives developed (planning process – inputs) and a timetable for accomplishing them established?
e.g. inputs – core competencies, student data
Short and long term challenges and opportunities addressed?
e.g. budget cuts

20. Category 2 – cont’d
Strategic objectives converted into action plans and how are they deployed and performance measures established for tracking progress?
How strategic objectives and action plans are modified if circumstances change?

21. Category 3 Customer Focus
Category 3 asks, how does your organization….
Listen to students and stakeholders to obtain actionable information (voice of the customer – requirements expectations, desires)?
Determine student and stakeholder satisfaction and engagement (engagement – retention, loyalty, advocate/recommend your organizations programs)?

22. Category 3 cont’d
Determine educational programs?
e.g. student data – voice of the customer
Manage relationships with students and stakeholder?
Manage student and stakeholder complaints?

23. Category 4 Measurement, Analysis and Knowledge Management
Category 4 asks how does your organization…
Select and collect data to track daily operations, organizational performance, progress against strategic objectives and action plans and voice of the customer data?
Use data for decision making?
Ensure accuracy and quality of data?

24. Category 4 – cont’d
Select, collect and use comparative data?
Review organizational performance and translate performance review findings into actions for improvement?
Ensure transfer of best practices?
Ensure hardware and software reliability and security?

25. Category 5 Workforce Focus
Category 5 asks, how does your organization…
Assess workforce capability and capacity needs to accomplish the work of the organization?
e.g. capability and capacity can be skills needed (teaching new math courses) based on student data outcomes– sufficient staffing to deliver various programs

26. Category 5 – cont’d
Develop your workforce - design and deliver needed leadership and workforce training?
e.g. professional development programs
Ensure workforce health, safety and security?
Determine key elements of workforce engagement?

27. Category 5 – cont’d
How does your workforce performance management system promote high performance?
e.g. compensation, recognition, rewards
Determine workforce engagement and satisfaction (engagement – workforce commitment to accomplishing the organizations goals, motivated) ?
e.g. survey to determine level of engagement

28. Category 6 Operations Focus
Category 6 asks, what are your organizations…
Key processes and their performance measures?
e.g. deliver programs to the students
Key support processes and their performance measures?
e.g. administrative processes

29. Category 6 – cont’d
How are processes designed taking into account new technology, productivity, innovation and cycle time?
e.g. student data can be an input to the design process - did the process achieved its intended design?
How are processes improved?
e.g. Six Sigma/Lean, PDSA

30. Processes…identify
Two instructional service delivery processes: 1. 2.
Two administrative processes:

31. Category 7 Results
Category 7 asks, what are your organizations
trends in..
Student learning and process outcomes
e.g. reading level outcomes of various programs, SAT scores, mathematics
Customer focused outcomes
e.g. student satisfaction outcome

32. Category 7 – cont’d
Workforce (teachers/admin staff) focused outcomes
e.g. staff satisfaction – turnover rate
Leadership and governance outcomes
e.g. accomplishment of the strategic plan, surpassing legal and regulatory requirements, measures of ethical behavior

33. Category 7 cont’d
Budgetary, financial, and market outcomes
e.g. cost per student, budget growth, budget distribution (school, support, operations)

34. Why Baldrige – the message from leadership?
Leadership sets direction – Criteria requirement
We want to be an organization known for excellence – this is our commitment
How will we accomplish this goal?
The model of performance excellence we will use is the Baldrige Educational Criteria for Performance Excellence, a world class model

35. How will we know we are achieving our goal of performance excellence – application and measurement against the Criteria
Application and the award are verification that we are on the right path to excellence
It’s not about receiving an award (recognition is good), it’s about performance excellence and a commitment to excellence

36. The Criteria are the basics that any organization of excellence would do:
Examples:
Manage and make decisions by fact
Measure customer satisfaction (student)
Have a process to address customer complaints
Improve all of our work processes
Measure staff satisfaction and engagement
Have a plan (strategic) and align the organization to the plan

37. From an organizational view…
If we are recognized as being the best school district, against a world class standard – families seeking to have their children attend great schools would be motivated to move to our district – and select our school vs. competitors.
More families buying homes = more school taxes being paid = more revenue for our school in an environment with shrinking funding.

38. We should have organizational performance data in critical areas and compare ourselves to best in class to know we are making progress as and organization (National Award recipients) – Criteria requirement
Anyone can say they are good – we can prove it, we have compared ourselves to a world class standard (as Deming would say “how do you know” or “where is your data”)
“I would not want to compete against a Baldrige winner” – H. Zechman –Stoner Inc.

39. What’s in it for me?????
The processes we work in and interface with are thoughtfully designed and improved (less frustration – less non value added work – input to the design) – Criteria requirement
We make decisions based on facts and data – not hunch and guess – Criteria requirement
We measure workforce satisfaction and engagement and act on the findings and measure improvement (motivated, happier staff)– Criteria requirement

40. We know where we are going and why - our efforts are aligned (achievement of our strategic plan) and we measure our progress – no more where are we going and why am I being asked to work on this (less frustration)? – Criteria requirement

41. Is Baldrige something extra to do?
The answer is no! It is the way we should be working. It is not something extra to do.
Example:
Managing and making decisions with data or improving processes so they are efficient and effective should be the way we work. If we are making decisions with facts and data – we should not say “we are now doing Baldrige” this is the way we should work.

42. If we are establishing process performance metrics and improving process that touch the students (focus on the customer) and staff – we should not say “we are doing Baldrige” – this is the way we should work.
It takes time for the transition to take place from how we are comfortable working to a better way.
It takes time to change a culture.

43. “By what method will you improve?”
Dr. Edwards Deming

44. North Penn’s Next Steps in Continuous Improvement
Increase internal capacity
6 to 8 Baldrige examiners on staff
10 Lean Six Sigma projects-rapid cycle
200 processes per year documented in standard format with cross functional flowcharts-form the basis for identifying root cause of unreliable processes, designing and sustaining improvements
Implement feedback report from state level Baldrige Program (Keystone Alliance for Performance Excellence)

45. Mindset Matters
We are facing the most difficult challenge of our generation, improving educational institutions vital to national prosperity at a time of unprecedented financial difficulty.
Involving the employees and the broader community in the challenge will result in discovering many opportunities to do better with less.
Many of the major cost reductions require extensive cooperation from numerous employees. Lack of cooperation will postpone savings and/or reduce financial potential achieved.
Establish challenges at a school, department, or function level
Cautions
Staff demoralized or fearing job loss will not be helpful, could resist or sabotage efforts
Leaders must show confidence
Positive mindset and approach represents enlightened self-interest, making job easier instead of more difficult

46. Employee Engagement Innovation Celebration 2012-April 18
Employee Suggestion Program
Over 75 ideas submitted on Budget
Balancing Suggestion Form
Employee Challenges
Mid-year reductions in current year-$500,000 target for schools, $1 million for central administration and support services
Improvement Challenge-3 year program
50 ideas worth $500,000
New ideas each year
Sustainable improvements
Public presentation of ideas annually in May at
Innovation Celebration (science fair format)
Objective: prove cost effectiveness to community

47. Opportunities to Become Involved In Baldrige and Quality Management
Visits to Baldrige recognized organizations
Participate in KAPE as an examiner
Attend National Quality in Education Conference, November 2012
Join regional American Society for Quality (ASQ)