Insights to performance excellence, 2013-2014 : understanding the integrated management system and the Baldridge criteria

989 Pages·2013·24.56 MB·English

by  Mark L. Blazey

INSIGHTS TO
PERFORMANCE
EXCELLENCE
2013-2014
Understanding the
Integrated Management
System and the
Baldrige Criteria
Mark L. Blazey
H1440 Blazey COVER 13-14.indd 1 1/9/13 11:26 AM
Insights to Performance
Excellence 2013–2014
Also available from ASQ Quality Press:
2013–2014 Education Criteria for Performance Excellence
Baldrige Performance Excellence Program at NIST
2013–2014 Health Care Criteria for Performance Excellence
Baldrige Performance Excellence Program at NIST
2013–2014 Criteria for Performance Excellence (Business/Nonprofit)
Baldrige Performance Excellence Program at NIST
There Is Another Way!: Launch a Baldrige-Based Quality Classroom, Second Edition
Margaret A. Byrnes with Jeanne C. Baxter
ASQ Education School Self-Assessment Guide to Performance Excellence: Aligning Your School and School
District with the Malcolm Baldrige Education Criteria for Performance Excellence
Peter G. LaBonte, ASQ
Running All the Red Lights: A Journey of System-Wide Educational Reform
Terry Holliday and Brenda Clark
The Making of a World-Class Organization
E. David Spong and Debbie J. Collard
Journey to Excellence: How Baldrige Health Care Leaders Succeed
Kathleen J. Goonan, MD, Joseph A. Muzikowski, and Patricia K. Stoltz
Charting Your Course: Lessons Learned During the Journey Toward Performance Excellence
Robert Ewy; John G. Conyers
Transformation to Performance Excellence: Baldrige Education Leaders Speak Out
Sandra Cokeley, Margaret A. Byrnes, Geri Markley, and Suzanne Keely, editors
On Becoming Exceptional: SSM Health Care's Journey to Baldrige and Beyond
Sister Mary Jean Ryan, FSM
The Executive Guide to Understanding and Implementing the Baldrige Criteria: Improve Revenue and
Create Organizational Excellence
Denis Leonard and Mac McGuire
Root Cause Analysis: Simplified Tools and Techniques, Second Edition
Bjørn Andersen and Tom Fagerhaug
Nancy R. Tague
To request a complimentary catalog of ASQ Quality Press publications, call 800-248-1946,
or visit our Web site at http://www.asq.org/quality-press.
Insights to Performance
Excellence 2013–2014
Understanding the Integrated Management
System and the Baldrige Criteria
Mark L. Blazey
ASQ Quality Press
Milwaukee, Wisconsin
American Society for Quality, Quality Press, Milwaukee 53203
© 2013 by ASQ
All rights reserved. Published 2013
Printed in the United States of America
17 16 15 14 13 5 4 3 2 1
ISBN-13: 978-0-87389-851-5
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.
Publisher: William A. Tony
Acquisitions Editor: Matt Meinholz
Project Editor: Paul O’Mara
Production Administrator: Randall Benson
ASQ Mission: The American Society for Quality advances individual, organizational,
and community excellence worldwide through learning, quality improvement, and
knowledge exchange.
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including ASQ membership information, call 800-248-1946. Visit our Web site at
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Printed on acid-free paper
This book is dedicated to the memory of my father, Everett,
who taught me the value of continuous improvement,
and to my family members, who provide support for the
continuous search for excellence: my mother, Ann L. Blazey,
who at 85 continues to strive to improve in
everything she does; my brothers Scott, Brian, and Brent;
my children Elizabeth and her husband Josh,
and Mark and his wife Meghan; and most of all,
my lifelong partner and loving wife Karen.

Contents
Foreword . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xi
Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xiii
Acknowledgments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xiv
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xv
Insights to Performance Excellence: Understanding the Integrated Management System . 1
Preface: Organizational Profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
P.1 Organizational Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
P.2 Organizational Situation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Category 1—Leadership . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
1.1 Senior Leadership . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
1.2 Governance and Societal Responsibilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Category 2—Strategic Planning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
2.1 Strategy Development . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
2.2 Strategy Implementation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
Category 3—Customer Focus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
3.1 Voice of the Customer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
3.2 Customer Engagement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141
Category 4—Measurement, Analysis, and Knowledge Management . . . . . . . . . . . . . . . . . . . 153
4.1 Measurement, Analysis, and Improvement of Organizational Performance . . . . . . . . . . . . . . . . . . . . . . . 154
4.2 Knowledge Management, Information, and Information Technology . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167
Category 5—Workforce Focus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175
5.1 Workforce Environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176
5.2 Workforce Engagement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185
Category 6—Operations Focus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203
6.1 Work Processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205
6.2 Operational Effectiveness . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 216
Category 7—Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225
7.1 Product and Process Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227
7.2 Customer-Focused Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234
7.3 Workforce-Focused Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 239
7.4 Leadership and Governance Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244
7.5 Financial and Market Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 250
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viii Contents
Tips on Preparing a Baldrige Award Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 255
Scoring System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 269
Clarifying the Baldrige Scoring Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 281
Self-Assessments of Organizations and Management Systems . . . . . . . . . . . . . . . . . . . . . . . . 293
The Site Visit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 307
Clarifying Confusing Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 335
Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 341
References . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 355
About the Author . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 356
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 357
CD-ROM Contents
Insights to Performance Excellence 2013–2014contains a companion CD-ROM, located on the inside back cover, with
the following contents:
2013–2014 CD-ROM Contents (PDF)
2013 Baldrige Process Calendar (PDF)
2013 Baldrige Award Applications
2013 Baldrige Award Application Form (Word)
2013 Baldrige Eligibility Certification Form (Word)
2013 Baldrige Application Content and Format (PDF)
2013–2014 Business/Nonprofit
2013–2014 Baldrige Business Application Development Templates(Word)
2013–2014 Baldrige Business Enhanced Scoring Calibration Guide (PDF)
2013–2014 Education
2013–2014 Baldrige Education Application Development Templates(Word)
2013–2014 Baldrige Education Scoring Calibration Guide (PDF)
2013–2014 Health Care
2013–2014 Baldrige Health Care Application Development Templates(Word)
2013–2014 Baldrige Health Care Scoring Calibration Guide (PDF)
Additional Materials from the Baldrige Performance Excellence Web Site
Are We Making Progress as Leaders?(PDF)
Are We Making Progress? (PDF)
Your Guide to Performance Excellence (PDF)
Read Me.txt
Some files on this CD-ROM require Microsoft Word or a program that can open Word files. Please note that a Word file
opened with Word for Macintosh may appear slightly different than a Word file opened with Word for Windows.
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All original materials on this CD-ROM ©2013 by ASQ Quality Press and Quantum Performance Group.
All rights reserved.
To place orders or to request a free copy of the ASQ Quality Press Publications Catalog, including ASQ membership
information, call 800-248-1946. Visit our Web site at http://www.asq.org or http://www.asq.org/quality-press.
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