2015 Baldrige Performance Excellence Program | Producing a High-Quality Scorebook 2015 Presentation for Senior and Alumni Examiners

2015 Baldrige Performance Excellence Program | Objectives  Understand customer requirements  Determine best practices  Be familiar with expectations and resources

2015 Baldrige Performance Excellence Program | What do you think are the elements of a high-quality scorebook?

2015 Baldrige Performance Excellence Program | Customer Requirements l Make comments actionable and encouraging. l Provide specific examples and details of key opportunities. l Emphasize the relevance and importance to the applicant. l Align comments with scoring.

2015 Baldrige Performance Excellence Program | l Be Criteria-based; don’t convey personal biases or opinions. l Be insightful. l Be accurate and base feedback on a strong understanding of the applicant (check data!). l Be consistent. l Provide strong key themes. Customer Requirements (continued)

2015 Baldrige Performance Excellence Program | “Straight A” Feedback Comments l A ctionable l A ccurate l A dequate l A ligned* * Added Emphasis in 2015 Actionable: relevant to the applicant’s key factors and specific enough that the organization can use the feedback to sustain or improve its performance Accurate: reflect the correct facts/results data stated or shown in the application Adequate: meet the Comment Guidelines Aligned*: reflect the score (i.e., written in language that syncs with the chosen scoring range descriptors)

2015 Baldrige Performance Excellence Program | Actual Comments from Baldrige Award Applicants (Favorable) l “The rating scale doesn't go any higher :)” l “I am a firm believer in use of the Baldrige Criteria and will continue to champion their use wherever I can!” l “[The feedback report] was well-written and a quality piece of work.” l “Site visit was both a good experience and valuable for the organization.” l “Pertinent, actionable comments that we will address to further our performance excellence journey.”

2015 Baldrige Performance Excellence Program | Comments from 2014 Baldrige Award Applicants (Improvement Opportunities) l The OFI comments appear to exceed the scope of the Criteria language and at times are overly prescriptive. l Key themes talk about early stages, but multiple cycles of improvements were outlined in the application. l A lot of the feedback we received was not scaled down to a small business consideration.

2015 Baldrige Performance Excellence Program | Comments from 2014 Baldrige Award Applicants (Improvement Opportunities) continued l We are having a difficult time understanding the comment-to-score alignment. They do not seem consistent across the board. l Conflicting strengths and OFIs. l We believe we were not given benefit of the doubt.

2015 Baldrige Performance Excellence Program | How can you ensure that examiner teams meet the customer requirements?

2015 Baldrige Performance Excellence Program | l Everyone is an active participant in both completing work and providing feedback. l No one (including new examiners) should be afraid to provide feedback or ask questions about his/her own or other’s work. l This is a team effort. Item leads and backups collaborate. l If someone is struggling or not meeting deadlines, address the issue ASAP. Expectations for Team Members and Leaders

2015 Baldrige Performance Excellence Program | l Experienced teams members play the role of mentor to new examiners. Share your tips, tricks, or insights. l Pay close attention to comments that conflict and the balance of comments to the score. l Remember who is the customer of your feedback. l Others? Expectations for Team Members and Leaders (continued)

2015 Baldrige Performance Excellence Program | What About the Tech Editor? l Supports a team but does not participate in team’s evaluation. l Uses the Comment Guidelines to review a team’s comments in-process (usually just before consensus call), as well as final scorebook comments. l Provides an outside perspective—carefully considering view of the applicant.

2015 Baldrige Performance Excellence Program | Resources for Producing a High-Quality Scorebook l Process Facilitator l Tech Editor l Item Backup Checklist l Comment and Scoring Guidelines l Consensus Review Step-by-Step (Step 9) l Sample Comments in Examiner Resource Center l Presentations on Advanced Comment Editing Web Page (within Examiner Resource Center)

2015 Baldrige Performance Excellence Program | Questions?