Are You Ready to Succeed? Developing a Continuous Quality Improvement Culture

Nonprofit Landscape  Charity  Donors  Nonprofit  Nonprofit business  Investors  Social profit TO How do we navigate the change?

Learn From the Corporate Sector  Metrics  ROI  Sustainability

Malcolm Baldrige National Quality Award America’s highest honor for innovation and performance excellence Presented by the President of the United States

MBNQA  2004: Legislation to include nonprofits  2006: Appropriation for nonprofits  Since 2007: Four nonprofit organizations have received the Baldrige Award

What is it? A disciplined approach to addressing key customer requirements and key operational requirements…built around cycles of learning And the framework for the Missouri Quality Award

Basic Goals of Criteria  Ever-improving value to customers and stakeholders  Organizational sustainability  Improvement of organizational effectiveness  Organizational and personal learning

Five Categories of Support 1. Operating  General support or unrestricted income  Non-glamorous items like rent, utilities, and other everyday expenses  Most flexible revenues for agency  Least funded category of support as it is difficult for funders to tie results to the grant Why do we need a quality mindset?

Organizational Profile: Environment, Relationships, and Strategic Situation 5 Workforce Focus 2 Strategic Planning 1 Leadership 7 Results 3 Customer Focus 6 Operations Focus 4 Measurement, Analysis, and Knowledge Management 9

Baldrige Model for a Mission-driven organization Mission Centered Governance - Leadership Mission Vision Values New Information, Data Analysis and Learning Strategic, Operational and Process Monitoring and Results Strategies Goals Action Plans Program and Service Delivery Continuous Quality Improvement cycle

Key Elements  Reliable, Repeatable, Sustainable Processes  Competitive Positioning  Voices of Customers and Stakeholders  Action Plans and Implementation  Comparative Results

What Can You Do?  Look in the mirror  Turn over rocks  Plan the work and work the plan  Walk the talk  Show me the money!

Questions? Julie Reed