2010 AHCA/NCAL National Quality Award Program - Silver Overview - Session One Lance Reynolds Kevin Warren Tim Case

2 Malcolm Baldrige National Quality Award (MBNQA) Program Organizational Profile What you do, how you operate, key challenges you face Core Values and Concepts Embedded beliefs and behaviors found in high performing organizations Criteria for Performance Excellence Framework that any organization can use to improve overall performance

3 AHCA/NCAL Quality Award 3 Steps to Baldrige Malcolm Baldrige National Quality Award Bronze – Organizational Profile 5-page Limit Silver – Core Values and Concepts 18-page Limit Gold – Health Care Criteria for Performance Excellence 50-page Limit

4 Bronze Requirements Responses to 2.0 criteria in two areas: Organizational Description – Organizational Environment – Organizational Relationships Organizational Situations – Competitive Environment – Strategic Context – Performance Improvement System

5 Bronze Award Recipients Bronze Award recipients respond to each criterion in a way that demonstrates that: They understand the core values and concepts of quality; and They can see the relationship between their organization’s characteristics, key challenges, and performance measurements, and the ability to achieve performance improvement.

6 Silver Requirements Updated responses to Bronze criteria in section 2.0 (Organizational Profile). Responses to Silver criteria based on the 11 Baldrige core values and concepts. Objective: To demonstrate that the organization’s leaders are able to learn the principles of performance improvement and apply them to their operating and service delivery systems using the context of the mission, characteristics, and challenges described in the Bronze (2.0) responses.

7 Silver Key Requirements Due electronically March 26, page limit + 1 page for acronyms 1” Margins 12-pt Times New Roman font $500 application fee

8 Silver Review Process Facility access application materials via Facility prepares and electronically submits application AHCA staff conducts eligibility review Staff assigns application to an examiner team and posts to Sharepoint Examiner team accesses application via Sharepoint Examiner team members complete preliminary review and write feedback comments Board of Examiners considers and votes on recommendation Examiner team conducts consensus review and completes draft feedback report Recommended For Award? AHCA staff conducts survey performance check Final feedback report prepared by editors Recommended For Award? AHCA staff notification and final feedback report Yes No Yes

9 Baldrige Core Values & Concepts Visionary Leadership Customer Focused Excellence Organizational and Personal Learning Valuing Workforce Members and Partners Agility Focus on the Future Managing for Innovation Management by Fact Societal Responsibility & Community Health Focus on Results and Creating Value Systems Perspective

10 AHCA/NCAL Quality Award The Eight Silver Criteria Visionary Leadership / Social Responsibility and Community Health Focus on the Future Customer-Focused Excellence Management by Fact Workforce Engagement and Organizational/Personal Learning Valuing Staff and Partners Systems Perspective, Managing for Innovation & Agility Focus on Results and Creating Value

11 Silver Applicant Profile Comparatively Strong Survey Performance Comparatively High Customer Satisfaction Comparatively Good Clinical Outcomes Comparatively Low Turnover Comparatively High Occupancy All of them are previous Bronze Recipients

12 The “Leap” to Silver Requires... Commitment to learning and new way of thinking Considerable time throughout the year Greater staff involvement Systems approach Key performance results measured and improved over time

13 The “Leap” to Silver Requires... Alignment with diverse customer requirements, business goals, strategic goals, and its performance management system. Customer needs that are reflected in the strategic plan, performance metrics and business outcomes.

Helpful Hint: Benchmark! Read Baldrige applications on line: Go to BNQP Community Go to Award Recipients Be Aware That: The applications you are looking at may or may not have used the same criteria as you are using. Winners typically do not use the exact same application in the website. It is revised.

The Silver Application Getting it Done, Getting it Right

The Silver Application Getting it Done, Getting it Right

17 The Project Team Project leader to ensure that the outline and eventual application stays on target, both for timeline and content. Management team and select floor staff to provide input. Strong business writer to bring together the input of the staff. Authorize the Project at the highest level and make sure everyone knows it!

18 Project Management Suggestions Develop a “War Room” 15 Sticky Flip Charts Flip Chart #1: The Important Elements identified in 2.0 Flip Charts #2-6: Identify Needs and Measurement Systems for Each Group Flip Charts #7-14: Brainstorm Initial Responses to the 8 Silver Criteria

Project Management Suggestions Make sure everyone on the team has and understands the criteria and the scoring guidelines. 19

Approach and Deployment Approach (A): Approach (A): The methods you use to address the AHCA Criteria requirements. Show that they are appropriate and effective and repeatable (systematic) Deployment (D): Deployment (D): The breadth, depth and consistency of application of the approach across departments and work units

Learning and Integration Learning (L): Learning (L): Organizational learning is achieved by research and development, evaluation and improvement cycles, workforce and stakeholder input, best practice sharing and benchmarking. Integration (I): Integration (I): The harmonization of plans, processes, information, resource decisions, actions, results, and analyses to support key organization wide goals.

Write From the ADLI Perspective ADLI Example: 2.2: The organization uses a 12-step planning process led by senior leaders with inputs from all stakeholders including employees, customers, key partners and selected community leaders, as appropriate. This is accomplished through Focus Group sessions. (A&D) This process has evolved over the last five years as a result of Baldrige based feedback and benchmarking with other best practice organizations. One key lesson was the addition of an international environmental scan which helps us address the needs of our emerging international market. (L) All information learned from the strategic planning process is shared to our Key Process Improvement team for integration into customer and operational processes, as appropriate. (I) 22

2.0 Organizational Profile This was formerly referred to as, and remains largely based on, the Bronze criteria. You are not bound by your previous Bronze application. 2.0 establishes the foundation for the entire application. Make sure you update and use the 2010 criteria codes! 23

Visionary Leadership & Social Responsibility and Community Health How does your organization’s leadership system embody the core values and concepts of visionary leadership, and social and community health responsibility?

Focus on the Future How does the organization plan for a future of sustainable performance excellence as a long term commitment to its stakeholders?

Customer-Focused Excellence How does the organization focus on providing value and satisfaction to the resident in delivering services?

Management by Fact How does the organization select, manage, analyze, and use data and information to assess and improve performance?

Workforce Engagement and Organizational/Personal Learning How does the organization embed in its operations both organizational and personal learning to gain marketplace sustainability and workforce motivation to excel?

2.6 Valuing Staff and Partners How does the organization build internal and external partnerships to create a basis for mutual investment and respect, and to better accomplish overall goals? 29

30 Session Two Content This session will cover sections 2.7 – 2.8 of the Silver criteria. Special attention will focus on techniques of appropriately selecting and reports results. Technical and ethical requirements for submission will also be addressed. January 15th, 3:00Eastern