1. Site Visit Training

2. Learning Objectives: Describe the purpose of each phase of the Site Visit process and the team’s deliverables.  Describe the major steps of each phase of the Site Visit process.  Clearly picture the team’s timeline and how it relates to each phase of the process.

3. The Baldrige Award Process Independent Review Consensus Review Site Visit Review Oct- JanJan-FebMarch

4. The Site Visit Process What is the objective of the Site Visit Review? Communicate Findings to Panel of Judges so that they may make award level determinations Determine Most Relevant Feedback Identify Role Model Practices

5. The Site Visit Process What is the output of the Site Visit Review?

6. Site Visit Overview Congratulations to Applicant Team Introductions Team Organization Team Conduct On-Site On-Site Schedule Schedule Changes Exit Briefing Time

7. Post-Site Visit Overview Thanks to Applicant for Cooperation Off-Site Activities Completing the Site Visit Report Return Materials to Contact Team Recommendation Judge’s Meeting Announcements and Awards at Symposium Feedback Report

8. Site Visit Review: Three Phases PLANNINGON SITE POST SITE

9. Site Visit Review: Timeline ON SITE POST SITE HOTEL 48 HOURS TRAVEL ON SITE TRAVEL SUNDAY MEETING 5 HOURS PREPARATION 35 HOURS 10 HOURS / DAY 6 HOURS / EVENING

10. Planning Phase Overview PLANNING ON SITEPOST SITE What happens before the planning starts? Site Visit Review Timeline Click He

11. Review Planning Information Steps in the Planning Phase Create the Plan Review Planning Information Prepare for the Planning Call Conduct the Planning Call Develop Site Visit Issues (SVI) and Strategies Develop Site Visit Issue (SVI) Worksheets Review Team Member SVIs

12. What do you investigate? Clarify all OFIs Verify significant Strengths No “Not Clear” after SV

13. How do you investigate? Documentation Group interviews/ meetings Individual interviews Walk around Questions

14. Code of Ethical Conduct If you have already signed one- you don’t need to sign another

15. On Site Phase Overview PLANNING ON SITE POST SITE Site Visit Review Timeline Click Here

16. Steps in the On Site Phase Conduct Opening Meeting Meet with Applicant’s Category Leads Schedule Day 2 and 3 Activities and Interviews Conduct Follow Up Meetings/Interviews & Document Review Conduct Closing Meeting DAY 1DAYS 2 & 3 DAY 4 Each Day: Team Members Caucus Each Evening: Team Meets and Posts Work

17. Post Site Phase Overview PLANNINGON SITE POST SITE

18. Steps in the Post Site Phase Walk the Wall Revise Key Factors, Key Themes, Item and Score Summary Worksheets Assemble and Sign the Scorebook

19. What’s happening before the planning starts?  The Applicant is selected by the Baldrige Panel of Judges. These Judges are charged with the responsibility of making Award recommendations to the WSQA Board of Directors  WSQA notifies the Applicant of its selection.  A Team Leader and Back Up are selected by WSQA from a pool of Senior Examiners.  Teams of 5-10 examiners are finalized. Team members selected based on experience, industry knowledge and availability.  A WSQA mentor (PEPD member) is selected to join the team.  The Applicant’s “Official Contact Point” (OCP) is notified of the purpose and expectations of the site visit.

20. What’s happening behind the scenes during the Planning phase?  The Team Leader and Mentor coordinate planning calls, logistics for the team, mentoring by the Team Leader, and the Site Visit Schedule, including the travel schedule.  2 days in advance of the Site Visit the Team Leader sends the 1 st day interview schedule and documentation requirements to the Applicant’s Official Contact Point (OCP).  The Team Leader sets the agenda for the Sunday planning meeting, and drafts a schedule for the rest of the site visit.

21. What’s happening behind the scenes during the On Site phase?  The Team Lead or mentor meets with the Applicant’s 0fficial Contact Point (OCP) at the end of each day to debrief the day’s events.  The Mentor makes observations and recommends improvements to the site visit review process.  The Team Leader or mentor discusses with the OCP ongoing communication and interview scheduling needs.  The team lead coordinates with the OCP for visits to other sites and other work shifts as necessary.  The Mentor and Team Leader ensure that the team and the Applicant are satisfied with the process.

22. What’s happening behind the scenes during the Post Site phase?  The team consolidates all computer files.  The Team Leader and Mentor take an electronic copy of the Scorebook.  Shred unneeded documents  The scorebook editor, Team Leader and mentor edits the Scorebook and performs other duties to prepare for the Judges meeting.  The Team Leader and mentor will participate in the Judges Meeting.  Chair of the Judges panel will notify the WSQA Board of their award Recommendations  To close the process, WSQA will generate the Feedback Report and send to the Applicant and will notify the applicant of the award level

23. Timeline PLANNING Sept / Oct ON SITE Mon - Thurs POST SITE Thurs - Sat TRAVEL SUNDAY MEETING 9 HOURS PREPARATION 12 HOURS HOTEL 48 HOURS TRAVEL 10 HOURS / DAY 6 HOURS / EVENING

24. Conduct- Professional Dress – professional on site attire Safety rule adherence NO SMOKING within 25 ft of building NO SMOKING in the conference room Respect the expense policy Always travel in 2’s on site Language professional (no cursing)

25. Documenting Your Work Objectives Upon completing this unit, Examiners new to site visit will be able to: Differentiate the 3 forms used to document their work by name and use Identify Resource and Reference materials, their locations, and the additional details provided for completing each required form

26. Site Visit Issue Worksheet Worksheets help you plan Ensure issue has been addressed Document findings

27. Documenting Your Work Item Worksheets Site Visit Issue Worksheets Site Visit Strategy Tool

28. ITEM WORKSHEET Part One

29. Step 1 Gather the Completed CR Scorebook and the blank SV Scorebook Completed CR Scorebook Blank SV Scorebook

30. Step 2 Create an Item Worksheet for each of your assigned Items

31. Step 3 List the Item references for each Consensus comment in the first column of the Item Worksheet Consensus Item Worksheet Site Visit Item Worksheet

32. Step 4 Copy and paste each Consensus comment into the second column of the SV Item Worksheet Consensus WorksheetProcess Item Worksheet

33. Item Worksheet - Review 1.Gather your Consensus Scorebook and a blank Site Visit Scorebook. 2.Create an Item Worksheet for each of your assigned Items. 3.List the Item references for each Consensus comment in the first column of the Item Worksheet. 4.Copy and paste each Consensus comment into the second column of the Item Worksheet.

34. PART TWO Developing Site Visit Issue Statements

35. Developing Site Visit Issue Statements from Consensus Comments Basic Requirements for Process Items All bolded comments and all OFI comments must be verified (strength) or clarified (OFI’s). SVI’s should be developed at the key process level. Typically Examiners are able to verify or clarify 1 to 3 SVI’s per item.

36. Developing Issues at the Key Process Level Several comments addressing multiple Criteria requirements within an Area to Address can be grouped in an SVI focused on an Area to Address using language from the Overall Criteria requirements.

37. Developing SV Issues at the Key Process Level Site Visit Issue Statements Write the Site Visit Issue at the Area to Address level When your comments are written at the multiple requirement level Item 1.1 Requirements

38. Drafting the SVI Statement Site Visit Issue statements begin with the objective to: Verify (an applicant response) or Clarify (an applicant response)

39. Complete the SVI Statement Verify that the performance measurement system does exist and is operational. Clarify whether a learning process is in place.

40. Document the SV Issue statements on the Item Worksheet

41. Completing the Site Visit Issue Worksheet Item Worksheet Site Visit Issue Worksheet

42. DEVELOPINGSITE VISIT ISSUE WORKSHEET DEVELOPING SITE VISIT ISSUE WORKSHEET Part Three

43. Developing the SV Issue Worksheet - Process Process Item Worksheet Process Site Visit Issue Worksheet

44. Completing the SV Issue Worksheet – Process Items 1.Copy and paste the Item Reference(s) from the Item Worksheet to the SV Issue Worksheet. 2.Copy and paste the SVI statement from the Item Worksheet. 3.Read through the entire Consensus Scorebook noting Item comments that could be impacted by your findings.

45. Identify the core questions that must be answered in order to draw conclusions about the accuracy of the Consensus comments

46. Part Four Developing Core Questions

47. Analysis Required The SVI Worksheet asks, “What core questions must be answered in order to draw conclusions about the accuracy of the comments affected?”

48. Principle Questions for Process Items should be built around verifying or clarifying the references to Approach, Deployment, Learning, and Integration (ADLI) included in the Consensus comment. Questions for Results Items should be built around verifying or clarifying the references to Levels, Trends, Comparisons, and Integration (LeTCI). A-D-L-I Le-T-C-I

49. Approach Item Ref. STRENGTHS 4.1a(1,3) The SLT is responsible for selecting data and information for tracking overall organizational performance. As part of the SPP, the SLT chooses performance measures and ensures the measures address all principal success factors. The MAP data warehousing software is used to collect and manage the performance data. All members of the workforce can access MAP and enter their own performance data directly, with some real-time data automatically uploaded and integrated into process scorecards. Routine performance reports are automatically generated from MAP, including supplier scorecards that are shared with key suppliers and partners. Twenty-two key operational and strategic performance measures, with associated performance goals and comparisons, are presented in the organizational scorecard (Figure 4.1-1). These measures are linked to the applicant’s strategic objectives, strategic advantages and challenges, and core values, and they provide the potential for the integration of strategic planning, operations, decisions, and actions.

50. Deployment Item Ref. STRENGTHS 4.1a(1,3) The SLT is responsible for selecting data and information for tracking overall organizational performance. As part of the SPP, the SLT chooses performance measures and ensures the measures address all principal success factors. The MAP data warehousing software is used to collect and manage the performance data. All members of the workforce can access MAP and enter their own performance data directly, with some real-time data automatically uploaded and integrated into process scorecards. Routine performance reports are automatically generated from MAP, including supplier scorecards that are shared with key suppliers and partners. Twenty-two key operational and strategic performance measures, with associated performance goals and comparisons, are presented in the organizational scorecard (Figure 4.1-1). These measures are linked to the applicant’s strategic objectives, strategic advantages and challenges, and core values, and they provide the potential for the integration of strategic planning, operations, decisions, and actions.

51. Learning Item Ref. STRENGTHS 4.1a(1,3) The SLT is responsible for selecting data and information for tracking overall organizational performance. As part of the SPP, the SLT chooses performance measures and ensures the measures address all principal success factors. The MAP data warehousing software is used to collect and manage the performance data. All members of the workforce can access MAP and enter their own performance data directly, with some real-time data automatically uploaded and integrated into process scorecards. Routine performance reports are automatically generated from MAP, including supplier scorecards that are shared with key suppliers and partners. Twenty-two key operational and strategic performance measures, with associated performance goals and comparisons, are presented in the organizational scorecard (Figure 4.1-1). These measures are linked to the applicant’s strategic objectives, strategic advantages and challenges, and core values, and they provide the potential for the integration of strategic planning, operations, decisions, and actions.

52. Alignment and Integration 4.1a(1,3) The SLT is responsible for selecting data and information for tracking overall organizational performance. As part of the SPP, the SLT chooses performance measures and ensures the measures address all principal success factors. The MAP data warehousing software is used to collect and manage the performance data. All members of the workforce can access MAP and enter their own performance data directly, with some real-time data automatically uploaded and integrated into process scorecards. Routine performance reports are automatically generated from MAP, including supplier scorecards that are shared with key suppliers and partners. Twenty-two key operational and strategic performance measures, with associated performance goals and comparisons, are presented in the organizational scorecard (Figure 4.1-1). These measures are linked to the applicant’s strategic objectives, strategic advantages and challenges, and core values, and they provide the potential for the integration of strategic planning, operations, decisions, and actions.

53. Quick Quiz – Core Questions SVI Statement: Verify that the performance measurement system does exist and is operational. Verify the approach, deployment, and alignment described in the application. Clarify whether a learning process is in place. What question(s) do you need to answer in order to draw conclusions about the accuracy of the feedback you are providing to the applicant about its performance management system?

54. Quick Quiz – Core Questions SVI Statement: Verify that the performance measurement system does exist and is operational. Verify the approach, deployment, and alignment described in the application. Clarify whether a learning process is in place. What question(s) do you need to answer in order to draw conclusions about the accuracy of the feedback you are providing to the applicant about its performance management system?

55. Process and Result Items Documentation Process Items Documentation Use the Consensus Scorebook and the Process Item Worksheet Use the Process Site Visit Issue Worksheet –Calls for Item references –Use A-D-L-I evaluation factors. All bolded comments and all OFI comments must be verified (strength) or clarified (OFI) Use the Site Visit Strategy Tool Results Items Documentation Use the Consensus Scorebook and the Results Item Worksheet Use the Results Site Visit Issue Worksheet –Calls for numbering the strength comments and the OFI comments –Use Le-T-C-I evaluation factors All comments must be verified or clarified Use the Site Visit Strategy Tool

56. Developing the Results Site Visit Issue Worksheet Place holder for CR Results Item Worksheet

57. Transfer the comment number and a brief description of the subject to the Column labeled Comment #. Consensus Item Worksheet Results Item Worksheet Placeholder for CR Item 7.x worksheet

58. For each comment, list the figures associated with that comment. Consensus Item Worksheet Placeholder for Consensus Results Comment Results Item Worksheet

59. Summarize for the comment as a whole your relevant analysis in each of the Le-T- C-I columns. Levels Trends Comparisons Segmentation & Linkage

60. SITE VISIT STRATEGIES Part Five

61. Developing SVI Strategies Once you have developed your core questions, you will need to draft your strategy for answering the questions and closing your site visit issue. Closing the site visit issue refers to having determined that the answer to your questions does or does not exist.

62. Record the people you would like to interview and the questions you would like to ask. Completing the Site Visit Strategy Tool Record the documents you would like to review and the information you want to see in these documents. List your walk around questions. Identify the events, meetings, activities, or processes you would like to observe and what you would like to see. List the sites you would like to visit and the purpose of the visit, e.g. location for a scheduled meeting, a unique process to observe, or an opportunity to check deployment with a specific group of employees.

63. Completing the SV Issue Worksheet

64. Summarize the Evidence, Conclusion and the Impact on the Consensus Comment

65. COMPLETING THE ITEM WORKSHEET Part Six

66. Completing the Item Worksheet – Process Transfer a summary of your findings to the column labeled Summary of Conclusions and Impact on Comments. Revise the Consensus comments as appropriate and enter into the third column, Strength/OFI Comments After Site Visit.

67. Transfer your Evidence, Conclusion, and the Impact on the Comment to the Item Worksheet.

68. Revise and Record the Comment - Process

69. Completing the Item Worksheet - Results Results Item Worksheet Complete the rows: New Data Found on Site & Newly Recognized Gaps Discovered on Site

70. Completing the Item Worksheet - Results Results Item Worksheet Complete the Summary of Findings and Impact on Comments column

71. Part Seven Wrapping Up

72. Summary of Documenting Your Work Part Onedemonstrated how to transfer information from the Consensus Worksheet to the Item Worksheet. Part Two described how to develop Site Visit Issue Statements. Part Three described how to fill in the SVI Worksheet. Part Four gave you practice in analyzing comments to form core ideas. Part Five described the components of a Site Visit Strategy. Part Six described Completing the Item Worksheet.

73. SV Tips from others Meetings -improve focus by including an open question at the end of the meeting -restate or summarize to ensure clear understanding and to reinforce that you were heard Keep an open and friendly demeanor to help place the applicant at ease Review key themes early – include in walk the wall Have a fun coordinator to ensure there are breaks, food, and some fun Remember to treat your teammates with respect, even if you are tired. Work as a team- ask for help and give help Be kind and supportive

74. SV Tips from Others Have a fun coordinator to ensure there are breaks, food, and some fun Remember to treat your teammates with respect, even if you are tired. Work as a team- ask for help and give help Be kind and supportive Be organized and prepared

75. Materials / Tools 1 st planning call –sent to mentors and lead Manual Slide set Strategy Tool and sample SV scorebook (process and results sample) SV Quick start Document Log Interview log Walk around Questions Opening and Closing slides (mentor & lead)

76. Congratulations You have completed this learning module and should be able to: Differentiate the three forms you will use Enter the appropriate information on each form Ensure the data remain consistent and accurate as you transfer them from one form to another