1. Baldrige Performance Excellence Program 2010 Baldrige Performance Excellence Program Carey Performance Excellence Symposium October 28, 2010

2. Baldrige Performance Excellence Program 2010 A New Name for a New Era l Quality has evolved in last 20 years l Criteria have moved beyond operations l Intended to reflect our focus on org. performance l But then you are way ahead of us on this one...

3. Baldrige Performance Excellence Program 2010 Award Process l Applications for MBNQA return to historical high l Applications for Board of Examiners rebounds l New Examiner Applications up 30%

4. Baldrige Performance Excellence Program 2010 Application Sector History 2007200820092010 Manufacturing2323 Service4542 Small Business7757 Healthcare42434254 Education1611910 Nonprofit131687 Total84857083

5. Baldrige Performance Excellence Program 2010 2009 Award Recipients CSP Clinical Research Pharmacy Coordinating Center: Albuquerque, NM

6. Baldrige Performance Excellence Program 2010 Issues with Satisfaction Surveys Too many surveys, too many questions Employees don’t know how to take corrective action Scores don’t link to behaviors Surveys confuse transactions with relationships Satisfaction surveys dissatisfy customers -- From The Ultimate Question; F. Reicheld

7. Baldrige Performance Excellence Program 2010 Issues with Judge’s Survey Response rates should be higher We already know the answer to many of the questions Confounding results Don’t currently link results to behaviors Not enough actionable feedback Much of the data doesn’t really align with “Customer Engagement”

8. Baldrige Performance Excellence Program 2010 Potential Changes Move to a “Net Promoter” like metric “How likely is that you would recommend X to a friend or colleague?” ExtremelyNot at All Likely Likely 10 9 8 7 6 5 4 3 2 1 0 PromoterPassiveDetractor

9. Baldrige Performance Excellence Program 2010 Potential Changes NPS = % Promoter - % Detractor Select NPS “Stars”Most Recent BNQP “NPS” Harley Davidson81% Costco79%53% SAS66% Intuit58% Southwest Air.51%

10. Baldrige Performance Excellence Program 2010 MBNQA Judges’ Survey Response Rates 34 of 6448 of 8655 of 8456 of 8555 of 70

11. Baldrige Performance Excellence Program 2010 Likely to Recommend - Consensus NPS = 69% Overall NPS 63%

12. Baldrige Performance Excellence Program 2010 Criteria Relevant – Consensus Overall “NPS” 69% “NPS” = 71%

13. Baldrige Performance Excellence Program 2010 Feedback Report – Consensus Overall “NPS” 5% “NPS” = 2%

14. Baldrige Performance Excellence Program 2010 Release of BOSS l Baldrige On-line Scorebook Solution l Remove non-value added tasks of Examiners l Significant increase in Examiner Sat l Release to State Programs in 2011

15. Baldrige Performance Excellence Program 2010 Scoring Data Release l Historical Applicant Scoring Data l From 1990 – 2006 l Every individual and consensus score for every applicant l Coming soon – unique identifiers

16. Baldrige Performance Excellence Program 2010 Scoring Data Release

17. Baldrige Performance Excellence Program 2010 Use of Social Media l Benchmarking Study l Official Twitter Accounts l Use of LinkedIn Groups l YouTube Channel

18. Baldrige Performance Excellence Program 2010 Blogrige – official Baldrige blog

19. Baldrige Performance Excellence Program 2010 Baldrige Fellows Kickoff l Purpose - Reengage Large Mfg/Svc l 1 st Class of 14 Fellows l Program content/expectations l Next class recruiting for Nov 2011

20. Baldrige Performance Excellence Program 2010 Baldrige Fellows Kickoff l AGCO Corp l Packaging Corp. of America l AARP l Griffith Laboratories l USG Corp l UPS l Sara Lee Corp. l Dow Chemical Co. l Baldor Electric Co l University of Phoenix

21. Baldrige Performance Excellence Program 2010 Strategic Partnerships l ASBDC Meeting l AASA event planned for Feb l Other sector teams forming

22. Baldrige Performance Excellence Program 2010 Criteria Changes l Changes to Results Organization 7.1 Product and Process Outcomes 7.2 Customer Focused Outcomes 7.3 Workforce Focused Outcomes 7.4 Leadership Focused Outcomes 7.5 Financial and Marketplace Outcomes

23. Baldrige Performance Excellence Program 2010 Criteria Changes l Reorganize Category 3 - Customer Remove perceived redundancies Shorten overall length Improve logic flow

24. Baldrige Performance Excellence Program 2010 Criteria Changes l Clarity for Work Systems/Processes 6.1 = Limited to Work System 6.2 = Limited to Work Processes Clarified definitions for both Renamed Category “Operations Focus”

25. Baldrige Performance Excellence Program 2010 Criteria Changes l Refocus Performance Projections Not intended to say projecting performance is not important Remove from Results Scoring until 90-100 range Add question in Cat 4 Add as an element of Strategy Development

26. Baldrige Performance Excellence Program 2010 Criteria Changes l Headings for Multiple Requirements Form a basic outline of the Criteria

27. Baldrige Performance Excellence Program 2010 Questions/Comments