Journey to Performance Excellence

January 8, 2018 | Author: Anonymous | Category: Business, Management, Sales
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TNCPE Level 1 Assessment The first step on a journey to Excellence

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?


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


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


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

Stair Steps to Excellence Level 4 Level 3 Level 2 Level 1




Interest Org Profile





Application Focus

Org Profile

Basic Item requirements

Overall Item requirements

Multiple Item requirements

Max Length

5 pages

5 + 15 pages

5 + 35 pages

5 + 50 pages

Site Visit

½ Day

1 Day

2 Days

3 Days 7

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

TNCPE Culture Mission

To drive organizational excellence in Tennessee


To be the partner of choice in leading Tennessee organizations to world-class performance excellence. Together…building a state of excellence!


Customer Focus Integrity Respect Collaboration

Leadership Excellence Continuous Improvement


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

Reacting to Problems


Aligned Approaches


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).


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


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


Level 1 Evaluation Process Step 1 Conduct self-assessment Step 2 Submit application to TNCPE Step 3 Examiner review & site visit Judging

Receive Feedback Report Strengths and OFIs 16

2009 Interest • Appalachian Animal Hospital Recipients (Level 1) • The College of • • • • • • • • • • • •

Business, Lipscomb College of Business Administration, Belmont Cumberland CountyCrossville 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

2010 • Alternative Service Concepts • Claiborne County Adult Education

2011 • Bedford County JECDB • Briarcliff Health Care Center • City of Germantown

• Manor House of Dover

• Claris Networks

• NHC Healthcare Pulaski

• NHC Scott Healthcare

• NHC Place Cool Springs

• NorthCrest Medical Center • Roan Scholars Leadership Program • Robertson County Adult Education • Snyder Signs • TRICOR • Williamson County Adult Education

• 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

• YWCA of Middle TN GED Prep Services


Applicants & Examiners 250





175 150



# of examiners # of examiner orgs. 100


74 50


34 20



# of applicants

89 76




0 2007





2012 YTD

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


TNCPE Board of Directors Dr. Joe Alexander, Associate Dean Belmont University

Louis Gump, CEO Impact Management

Tony Benton, Vice President Mountain States Health Alliance

Dr. Mary Jinks, Vice President University of Tennessee

Dr. Richard Brown, Vice Chancellor University of Tennessee at Chattanooga

Lewis Lavine, President Center for Nonprofit Management

Manuel Benegas, Administrator Vanderbilt University Medical Center

Terri McGuire, Senior Vice President First Tennessee

Dr. David Black, President Aegis Sciences Corp.

Dr. Mark Montoney, Executive VP & CMO Vanguard Health Systems

Dr. John Dreyzehner, Commissioner Tennessee Dept. of Health

Jean Rush, President and CEO Kentucky Spirit Health Plan (Centene)

Jim Duensing, Executive Vice President & CFO Caterpillar Financial Services

George Strodtbeck III, Ex Dir. Quality & COS Cummins Inc.

Dr. Linda Garceau, Dean East Tennessee State Univ.

Van Wardlaw, EVP Customer Relations Tennessee Valley Authority Greg York, Director of Operations Marvin Windows and Doors


To Learn More ( • Application Workshop ‒ Nov. 7, 2012 (Nashville)

• Excellence in Tennessee Conference ‒ Feb. 19 and 20, 2013 (Franklin)

• Speakers’ Bureau:


For more Information 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:[email protected] Please visit our website at

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