Insights to Performance Excellence 2021-2022

Paul L. Grizzell, Mark L. Blazey

Description

For decades, this book has served as a guide to organizations that document their continuous improvement efforts using Baldrige Award-type management systems. Readers will learn what each area of the system means for organizations and how the synergy between process-oriented parts—leadership; strategy; customers; measurement, analysis, and knowledge management; workforce; and operations—can lead to excellent performance results. This book provides a valuable, step-by-step approach to help identify and put in place properly focused continuous improvement systems.
Seven types of information are provided in this book for each of the Items in Categories 1 through 7 of the 2021–2022 Baldrige Framework and Performance Excellence Criteria:
1. The actual language of each Item, including Notes
2. A plain-English explanation of the requirements and rationale for each Item
3. A table showing the similar requirements of the Criteria
4. A summary of the requirements of each Item in flowchart form
5. The key linkages between each Item and other Items
6. An explanation of some potential adverse consequences
7. Examples of effective practices
Features of this edition include:
A stakeholder matrix table of contents that identifies relevant material within the book for key stakeholder groups: senior leaders, examiners, performance excellence initiative leaders, application writers, and program administrators
Tables for each Criteria Item showing the similar expectations of the Criteria award (and award program administrators) presented only once at the scoring level where the expectation first appears to help examiners determine at what level an expectation belongs
Online resources, including scoring calibration guides for education, healthcare, and business/nonprofit/government organizations, a guide to self-assessment of organizations and management systems, and a guide to the alignment of Baldrige, Six Sigma, Lean, and Balanced Scorecard
A new crosswalk between Baldrige and ISO standards and a set of global performance excellence best practices
Information on other award programs throughout the world such as the European Foundation for Quality Management (EFQM), which has undergone significant changes in the 2020 model, and the China Association for Quality

Sujets

• Business
• Qualité, hygiène, sécurité, environnement
• Total Quality Management
• Gestion et management
• Baldrige
• Economics

Informations

• Publié par: ASQ Quality Press
• Date de parution: 29 mars 2021
• Nombre de lectures: 0
• EAN13: 9781636940045
• Langue: English
• Poids de l'ouvrage: 7 Mo

Extrait

Insights to

Performance Excellence

2021–2022 Insights to PERFORMANCE EXCELLENCE

Using the Baldrige Framework and Other Integrated Management Systems

MARK L. BLAZEY AND PAUL L. GRIZZELL

Insights to Performance Excellence 2021–2022

Insights to Performance Excellence 2021–2022

Using the Baldrige Framework and Other Integrated Management Systems

Mark L. Blazey and Paul L. Grizzell

ASQ Quality Press Milwaukee, Wisconsin

American Society for Quality, Quality Press, Milwaukee 53203 © 2021 by Mark L. Blazey and Paul L. Grizzell All rights reserved. Published 2021 Printed in the United States of America 25 24 23 22 21 SP 5 4 3 2 1 ISBN-13 (softcover): 978-1-63694-002-1 ISBN-13 (epub): 978-1-63694-003-8 ISBN-13 (PDF): 978-1-63694-004-5 No part of this book may be reproduced in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher. ASQ Mission: The American Society for Quality advances individual, organizational, and community excellence worldwide through learning, quality improvement, and knowledge exchange. Attention bookstores, wholesalers, schools, and corporations: ASQ Quality Press books, video, audio, and software are available at quantity discounts with bulk purchases for business, educational, or instructional use. For information, please contact ASQ Quality Press at 800-248-1946, or write to ASQ Quality Press, P.O. Box 3005, Milwaukee, WI 53201-3005. To place orders or view the ASQ Quality Press books catalog online visit http://www.asq.org/quality-press. For ASQ membership information, call 800-248-1946 or visit our website at http://www.asq.org. Printed on acid-free paper

Mark would like to dedicate this book to the memory of his parents, Everett and Ann, who taught him the value of continu - ous improvement, and to his family members, who provide support for the continuous search for excellence: brothers Scott, Brian, and Brent; daughter Elizabeth, her husband Josh, grand - daughter Madeline Alice and grandson Theodor Marshall; and son Mark, his wife Meghan, and grandsons Miles Everett and Eli Archer. Most of all, Mark would like to dedicate this book to his lifelong partner and loving wife Karen.

Paul would like to dedicate this book to his family, all of whom exhibit performance excellence in all they do: son Nicholas and his wife Sara; and daughter Ashleigh and her husband Jeff. They make him more proud than they can imagine. But no one has been a bigger source of encouragement and support than his wife, Janice. She has exhibited nothing but patience as he tries to bring performance excellence concepts into the home.

Contents

Stakeholder Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ix

Foreword . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xi

Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xii

Acknowledgments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xiv

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xvi

Insights to Performance Excellence: Understanding the Integrated Management System 1

Preface: Organizational Profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75 P.1 Organizational Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76 P.2 Organizational Situation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

Category 1—Leadership . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83 1.1 Senior Leadership . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84 1.2 Governance and Societal Contributions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96

Category 2—Strategy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107 2.1 Strategy Development . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109 2.2 Strategy Implementation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122

Category 3—Customers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133 3.1 Customer Expectations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134 3.2 Customer Engagement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144

Category 4—Measurement, Analysis, and Knowledge Management . . . . . . . . . . . . . . . . 155 4.1 Measurement, Analysis, and Improvement of Organizational Performance . . . . . . . . . . . . . . . . . . . . . . . 156 4.2 Information and Knowledge Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169

Category 5—Workforce . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177 5.1 Workforce Environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178 5.2 Workforce Engagement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186

Category 6—Operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203 6.1 Work Processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204 6.2 Operational Effectiveness . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 218

Category 7—Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227 7.1 Product and Process Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 228 7.2 Customer Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 236 7.3 Workforce Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 240 7.4 Leadership and Governance Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246 7.5 Financial, Market, and Strategy Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252

vii

viii

Contents

Tips on Preparing a Baldrige Award Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257 Scoring System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 271 Clarifying the Baldrige Scoring Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 285 From a Culture of Compliance to a Culture of Excellence—Worldwide . . . . . . . . . . . . . . 295 BaldrigeBased SelfAssessments of Organizations and Management Systems . . . . . . . . 303 The Site Visit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 305 Global Performance Excellence Models: Making a Difference Around the World . . . . . . 337 Performance Excellence Program Best Practices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 343 Clarifying Confusing Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 345 Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 351

References . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 367 Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 369 About the Authors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 376

Included Resources

Insights to Performance Excellence 2021–2022includesthe belowresourcesalsoavailable for download from https://asqassets.widencollective.com/portals/4gpf8u5l/(H1587)InsightstoPerformanceExcellence20212022. These resources include:

2021–2022 Business/Nonprofit Scoring Calibration Guide

2021–2022 Education Scoring Calibration Guide

2021–2022 Health Care Scoring Calibration Guide

Baldrige, Six Sigma, Lean, and Balanced Scorecard Alignment

Baldrige, EFQM, and ISO Crosswalk

Performance Excellence Program Best Practices

SelfAssessments of Organizations and Management Systems

All original materials ©2021 by ASQ Quality Press, Mark L. Blazey, and Paul L. Gr izzell. All rights reserved.

Stakeholder Index

his edition ofInsights to Performance Bal T -drige process, including senior leaders, perfor Excellencecontains information that may prove useful for many stakeholders in the mance excellence initiative leaders, application writ - ers, and examiners. While reading the entire book

Section

Insights to Performance Excellence Organizational Profile

Leadership

Strategy

Customers

Measurement, Analysis, and Knowledge Management

Workforce

Operations

Results

Tips on Preparing a Baldrige Award Application

Scoring System

Senior Leaders

1–30

83–106

Take time to study these Categories as a senior leadership team

Examiners

69–74

271–283

would be informative and useful for all stakeholders, certain portions of the book may apply more to one group than another. The following table indicates sections that certain stakeholders may find more immediately useful .

Performance Application Excellence Initiative Writers Leaders

1–74

75–82

83–106

107–131

133–154

155–176

177–202

203–226

227–256

70–74

75–82

83–106

107–131

133–154

155–176

177–202

203–226

227–256

257–269

271–283

Award Program Administrators

271–283

Continued

ix