1. TNCPE Level 1 Assessment The first step on a journey to Excellence Oct. 9, 2012

2. Just 3 Questions… 1.Is your organization doing as well as it could? 2.How do you know? 3.What – and how – should your organization change to get better results? 2

3. Baldrige Performance Excellence Program Established by Congress in 1987 Designed to improve the competitiveness of U.S. business (expanded in 1998 & 2005) Identifies role-model organizations Internationally recognized and emulated Management based on “asking really good questions” National resource Mac Baldrige 3

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5. Why “Baldrige”? “As soon as you become a Baldrige-based organization, it will cost you less to run your business, and your outcomes will be better.” Rulon F. Stacey, President & CEO Poudre Valley Health System 2008 Baldrige Award Winner 5

6. Why TNCPE? “Easy way in” to Baldrige –Receive valuable feedback as an applicant –Train internal experts through the Board of Examiners –Learn best practices as a member Focus on effectiveness and efficiency Streamline processes, meet customer needs, and improve the bottom line 6

7. Stair Steps to Excellence Level 4 Level 3Excellence Level 2Achievement Level 1Commitment Interest Org ProfileYes Application Focus Org Profile Basic Item requirements Overall Item requirements Multiple Item requirements Max Length5 pages5 + 15 pages5 + 35 pages5 + 50 pages Site Visit½ Day1 Day2 Days3 Days 7

8. Back to Basics 1.What is your organization’s mission? Why does your organization exist? What are you trying to accomplish? 2.What is its vision? Where are you headed? 3.What are its values? What are your guiding principles? 8

9. TNCPE Culture Mission To drive organizational excellence in Tennessee Vision To be the partner of choice in leading Tennessee organizations to world-class performance excellence. Together…building a state of excellence! Values Customer Focus Integrity Respect Collaboration Leadership Excellence Continuous Improvement 9

10. Alice: Alice: “Which way should I go?” Cat: Cat: “That depends on where you are going.” Alice: Alice: “I don’t know where I’m going!” Cat: Cat: “Then it doesn’t matter which way you go!” Alice in Wonderland Lewis Carroll, 1872 10

11. Reacting to Problems 11

12. Aligned Approaches 12

13. Excellent Organizations “Organizations that enjoy enduring success have core values and a core purpose that remain fixed while their business strategies and practices endlessly adapt to a changing world” –They have a clear picture of what they are trying to create –They are excited and clear about their basic purpose –They share a common set of values –The values, mission and vision form the core of their identity Sources: Collins, James C. And Porras, Jerry I. “Building Your Company’s Vision.” Harvard Business Review (September-October 1996, pages 65-77). 13

14. What do your customers want/need? Key Customers Groups of people or organizations that buy your products or services Key Requirements What customers want or need from your products/services; the factors your customers use to decide whether to “buy” from you or your competitors 14

15. Level 1: Two Ways to Participate Standard Organizational Profile –pages 4-6 in the Criteria Simplified Organizational Profile –page 83 in the Criteria Maximum: 5 pages 15

16. Step 1 Conduct self-assessment Step 2 Submit application to TNCPE Step 3 Examiner review & site visit Receive Feedback Report Strengths and OFIs Judging Level 1 Evaluation Process 16

17. 17 200920102011 Interest Recipients (Level 1) Appalachian Animal Hospital The College of Business, Lipscomb College of Business Administration, Belmont Cumberland County- Crossville Gibson County Lauderdale County Laurel Manor Health Care La-Z-Boy Tennessee Livingston-Overton County Madison County Adult Education Mayfield Rehabilitation & Special Care Ctr. McNairy Regional Alliance Sumner County Wayne County Alternative Service Concepts Claiborne County Adult Education Manor House of Dover NHC Healthcare Pulaski NHC Place Cool Springs NorthCrest Medical Center Roan Scholars Leadership Program Robertson County Adult Education Snyder Signs TRICOR Williamson County Adult Education YWCA of Middle TN GED Prep Services Bedford County JECDB Briarcliff Health Care Center City of Germantown Claris Networks NHC Scott Healthcare Tennessee Dept. of Children’s Services UT–Center for Industrial Services UT–County Technical Assistance Service UT–Law Enforcement Innovation Center UT–Municipal Technical Advisory Service UT–Naifeh Leadership Center US Ball & Roller Division

18. Applicants & Examiners

19. Keys to Success Leadership Commitment –Make it about improving your business – not “Baldrige” or winning an award –Leaders get the behaviors they exhibit and reward Systems Perspective –Managing your whole organization, as well as its components, to achieve success –Working ON your organization vs. working IN your organization Focus on Results –What gets measured gets done –What gets charted gets improved 19

20. TNCPE Board of Directors Dr. Joe Alexander, Associate Dean Belmont University Tony Benton, Vice President Mountain States Health Alliance Dr. Richard Brown, Vice Chancellor University of Tennessee at Chattanooga Manuel Benegas, Administrator Vanderbilt University Medical Center Dr. David Black, President Aegis Sciences Corp. Dr. John Dreyzehner, Commissioner Tennessee Dept. of Health Jim Duensing, Executive Vice President & CFO Caterpillar Financial Services Dr. Linda Garceau, Dean East Tennessee State Univ. Louis Gump, CEO Impact Management Dr. Mary Jinks, Vice President University of Tennessee Lewis Lavine, President Center for Nonprofit Management Terri McGuire, Senior Vice President First Tennessee Dr. Mark Montoney, Executive VP & CMO Vanguard Health Systems Jean Rush, President and CEO Kentucky Spirit Health Plan (Centene) George Strodtbeck III, Ex Dir. Quality & COS Cummins Inc. Van Wardlaw, EVP Customer Relations Tennessee Valley Authority Greg York, Director of Operations Marvin Windows and Doors 20

21. To Learn More (www.TNCPE.org)www.TNCPE.org Application Workshop ‒ Nov. 7, 2012 (Nashville) Excellence in Tennessee Conference ‒ Feb. 19 and 20, 2013 (Franklin) Speakers’ Bureau: 21

22. Katie Rawls, President &CEO Tennessee Center for Performance Excellence 2525 Perimeter Place Drive, Suite 122 Nashville, Tennessee 37214 Phone: 615-889-8323 or 800-453-6474 E-mail:contact@tncpe.org Please visit our website at www.tncpe.org For more Information