Leadership Strategic Planning Customer Focus

1
LeadershipStrategic PlanningCustomer Focus

• Key Processes
• Key Data/Information tables

2
General process for developing Key Processes or
Data/Information Tables

• Review Item Criteria requirements
• For processes
• Draft a basic flow (Start with basic PDCA flow,
  sample flow provided in the Application Shell,
  similar flows from past Carey or Baldrige winning
  applications, or Baldrige Criteria reference
  books)
• For Data/Information Tables
• Draft a basic table based on Criteria (Examples
  may be found in Application Shell, past Carey or
  Baldrige winning applications, or Baldrige
  Criteria reference books)
• Review your Key Factors Worksheet
• Review Item Criteria to ensure key aspects are
  addressed
• Label Figure x.y-z Title

3
Key Process Application Shell, Figure 1.1-1
Leadership System

• Item 1.1 Senior Leadership
• Possible examples of a leadership system
• Begin with PDCA cycle and describe as a
  continuous loop
• Begin with a basic wheel (hub, spokes, and
  outside ring). Hub could be mission or
  customers, spokes could include staff, processes,
  partners, etc., and ring could be processes or
  something.
• Begin with a Baldrige type framework and modify
  to meet your needs.

4
Key Process Application Shell, Figure 1.1-1
Leadership System

• Leadership System
• Draft a general process, such as the PDCA cycle
• Review Key Factors Worksheet
• Review Item 1.1 Criteria requirements and align
  general process with
• Setting and Deploying Vision and Values
• Promoting legal and ethical behavior
• Creating a sustainable organization
• Communicating with and engaging the entire
  workforce
• Creating a focus on accomplishing business
  objectives and improving performance
• Label your draft system with a title and figure
  number. For example Figure 1.1-1 Leadership
  System

5
Key Process Application Shell, Figure 1.1-1
Leadership System

• Exercise 15 minutes
• Using the process suggested - develop a draft
  leadership system for your organization
• Label your draft system with a title and figure
  number

6
Key Table Application Shell, Figure 1.1-2 Key
Communication Methods for Workforce, Customers,
Suppliers, and Partners

• Item 1.1 Senior Leadership
• Things to consider when developing Communication
  Methods for Workforce, Customers, Suppliers, and
  Partners table
• Who do leaders communicate with?
• How do leaders communicate?
• What is the frequency of communications?
• Is it one-way or two-way communications?

7
Key table Application Shell, Figure 1.1-2 Key
Communication Methods for Workforce, Customers,
Suppliers, and Partners

• Item 1.1 Senior Leadership
• Example Figure 1.1-2 Communication
  Methods for Workforce, Customers, Suppliers, and
  Partners

8
Key table Application Shell, Figure 1.1-2 Key
Communication Methods for Workforce, Customers,
Suppliers, and Partners

• Exercise 10 minutes
• Process
• Begin with table from the Application Shell
• Review Criteria to identify general groups under
  consideration (customers, suppliers)
• Review Key Factors Worksheet to identify groups
  specific to your organization
• Provide information to complete table columns
• Label table with a title and figure number
• As you continue to work with the table, consider
  revisions to better describe your organization.

9
Key Table Application Shell, Figure 1.1-3
Management Reviews of Performance

• Item 1.1 Senior Leadership
• Things to consider when developing a Management
  Reviews of Performance table
• What reports/scorecards do leaders review?
• How often are these reports/scorecards reviewed?
• What group or committee does the review?
• Why do they do this review?

10
Key Table Application Shell, Figure 1.1-3
Management Reviews of Performance

• Item 1.1 Senior Leadership
• Example Figure 1.1-3 Management Reviews
  of Performance

11
Key Table Application Shell, Figure 1.1-3
Management Reviews of Performance

• Exercise 10 minutes
• Process
• Begin with table from Application Shell
• Brainstorm questions under things to consider
• Review Criteria
• Review Key Factors Worksheet
• Fill in parts of table that you can focus on
  KEY events
• Label table with a title and figure number
• As you continue to work with the table, consider
  revisions to better describe your organization.

12
Key Table Application Shell, Figure 1.2-1 Key
Aspects of Governance System

• Item 1.2 Governance and Social Responsibilities
• Things to consider when developing a Key Aspects
  of Governance Table
• How are leaders held accountable? Performance
  Standards, Oversight, Regulatory, etc.?
• What fiscal controls ensure accountability?
• Oversight to ensure stakeholder interests are
  protected IG, VSOs, Congressional, OMB, other
  types of oversight

13
Key Table Application Shell, Figure 1.2-1 Key
Aspects of Governance System

• Item 1.2 Governance and Social Responsibilities
• Example Figure 1.2-1 Key Aspects of Governance
  System

14
Key Table Application Shell, Figure 1.2-1 Key
Aspects of Governance System

• Exercise 10 minutes
• Process
• Begin with table from Application Shell
• Brainstorm questions under things to consider
• Review Criteria
• Review Key Factors Worksheet
• Fill in parts of table that you can
• Label table with a title and figure number
• As you continue to work with the table, consider
  revisions to better describe your organization.

15
Key Table Application Shell, Figure 1.2-2
Evaluating and Improving Leadership Performance

• Item 1.2 Governance and Social Responsibilities
• Things to consider when developing an Evaluating
  and Improving Leadership Performance Table
• Methods used to improve overall leadership
  Baldrige assessments, regulatory reviews,
  oversight reviews
• Methods used to improve individual leaders 360
  evaluations, performance standards, mentors
• Note These should be consistent with topics
  identified in the Organizational Profile P.2c
  Performance Improvement System

16
Key Table Application Shell, Figure 1.2-2
Evaluating and Improving Leadership Performance

• Item 1.2 Governance and Social Responsibilities
• Example Figure 1.2-2 Evaluating and Improving
  Leadership System

17
Key Table Application Shell, Figure 1.2-2
Evaluating and Improving Leadership Performance

• Exercise 10 minutes
• Process
• Begin with table from Application Shell
• Brainstorm questions under things to consider
• Review Criteria
• Review Key Factors Worksheet
• Fill in parts of table that you can
• Label table with a title and figure number
• As you continue to work with the table, consider
  revisions to better describe your organization.

18
Key Table Application Shell, Figure 1.2-3
Promoting Legal and Ethical Behavior

• Item 1.2 Governance and Social Responsibilities
• Things to consider when Promoting Legal and
  Ethical Behavior
• Oversight committees
• Advisory committees
• Audits
• Policy statements
• Inclusion in training/educational materials

19
Key Table Application Shell, Figure 1.2-3
Promoting Legal and Ethical Behavior

• Item 1.2 Governance and Social Responsibilities
• Example Figure 1.2-3 Promoting Legal and Ethical
  Behavior

20
Key Table Application Shell, Figure 1.2-3
Promoting Legal and Ethical Behavior

• Exercise 10 minutes
• Process
• Begin with table from Application Shell
• Brainstorm questions under things to consider
• Review Criteria
• Review Key Factors Worksheet
• Fill in parts of table that you can
• Label table with a title and figure number
• As you continue to work with the table, consider
  revisions to better describe your organization.

21
Key Table Application Shell, Figure 1.2-4
Selection of Key Communities

• Item 1.2 Governance and Social Responsibilities
• Things to consider when Selection of Key
  Communities
• Things your organization does to support national
  efforts such as CFC
• Things your organization does to support the
  local area such as
• Local schools mentoring, tours, education,
  volunteer opportunities
• Tours of facility
• Outreach to senior centers
• Participation in community efforts

22
Key Table Application Shell, Figure 1.2-4
Selection of Key Communities

• Item 1.2 Governance and Social Responsibilities
• Example Figure 1.2-4 Selection of Key Communities

23
Key Table Application Shell, Figure 1.2-4
Selection of Key Communities

• Exercise 10 minutes
• Process
• Begin with table from Application Shell
• Brainstorm questions under things to consider
• Review Criteria
• Review Key Factors Worksheet
• Fill in parts of table that you can
• Label table with a title and figure number
• As you continue to work with the table, consider
  revisions to better describe your organization.

24
Maintain Consistency Among Processes and
Data/Information Tables

• There needs to be an additional step in the
  general process for creating processes and
  data/information tables
• Begin with table in Application Shell
• Brainstorm questions under things to consider
• Review Criteria
• Review Key Factors Worksheet
• Review all other processes and data/information
  tables (figures)
• Information in the new figure needs to be
  consistent
• Can the new figure be merged with a figure made
  previously? If yes, modify previous figure to
  include needed information
• Does new figure link to a figure made previously?
  If yes, note the link under the new figure
• Fill in parts of table that you can
• Label table with a title and figure number

25
Key Table Application Shell, Figure 2.1-1
Strategic and Action Planning Processes

• Item 2.1 Strategy Development Process
• Things to consider when developing a Strategic
  Planning and Action Planning Processes
• What are the general phases used to develop
  plans?
• Do you have, or participate in the development of
  longer range plans? Sometimes longer range plans
  are developed in partnership with a higher level
  of the organization
• What are the general steps to developing action
  plans?
• Who is involved?
• Is it developed at the same time each year?

26
Key Table Application Shell, Figure 2.1-1
Strategic and Action Planning Processes

• Item 2.1 Strategy Development Process
• Example Figure 2.1-1 Strategic and Action
  Planning Processes

27
Key Table Application Shell, Figure 2.1-1
Strategic and Action Planning Processes

• Exercise 15 minutes
• Process
• Begin with table in Application Shell
• Brainstorm questions under things to consider
• Review Criteria
• Review Key Factors Worksheet
• Review all other processes and data/information
  tables (figures)
• Information in the new figure needs to be
  consistent
• Can the new figure be merged with a figure made
  previously? If yes, modify previous figure to
  include needed information
• Does new figure link to a figure made previously?
  If yes, note the link under the new figure
• Fill in parts of table that you can
• Label table with a title and figure number
• As you continue to work with the table, consider
  revisions to better describe your organization.

28
Key Table Application Shell, Figure 2.1-2 Key
Planning Factors

• Item 2.1 Strategy Development Process
• Things to consider when developing a Key Planning
  Factors Table
• These factors are taken form the Criteria
• If you do these activities under a different name
  show the link
• If you do these activities in partnership with a
  higher level of the organization describe
• If information is provided by another part of the
  organization - identify

29
Key Table Application Shell, Figure 2.1-2 Key
Planning Factors

• Item 2.1 Strategy Development Process
• Example Figure 2.1-2 Key Planning Factors Table

30
Key Table Application Shell, Figure 2.1-2 Key
Planning Factors

• Exercise 15 minutes
• Process
• Begin with table in Application Shell
• Brainstorm questions under things to consider
• Review Criteria
• Review Key Factors Worksheet
• Review all other processes and data/information
  tables (figures)
• Information in the new figure needs to be
  consistent
• Can the new figure be merged with a figure made
  previously? If yes, modify previous figure to
  include needed information
• Does new figure link to a figure made previously?
  If yes, note the link under the new figure
• Fill in parts of table that you can
• Label table with a title and figure number
• As you continue to work with the table, consider
  revisions to better describe your organization.

31
Key Table Application Shell, Figure 2.1-3
Strategic Objectives, Measures, and Timetables

• Item 2.1 Strategy Development Process
• Things to consider when developing a Strategic
  Objectives, Measures, and Timetables Table
• What are the key objectives from your plan?
• Do you have goals and measures for these
  objectives?
• Do you have longer term goals that agree with how
  you defined short- and long-term?
• Do you have goals for the years between short and
  long term?
• Link to category 7

32
Key Table Application Shell, Figure 2.1-3
Strategic Objectives, Measures, and Timetables

• Item 2.1 Strategy Development Process
• Example Figure 2.1-1 Strategic Objectives,
  Measures, and Timetables

33
Key Table Application Shell, Figure 2.1-3
Strategic Objectives, Measures, and Timetables

• Exercise 15 minutes
• Process
• Begin with table in Application Shell
• Review questions under things to consider
• Review Criteria
• Review Key Factors Worksheet
• Review all other processes and data/information
  tables (figures)
• Information in the new figure needs to be
  consistent
• Can the new figure be merged with a figure made
  previously? If yes, modify previous figure to
  include needed information
• Does new figure link to a figure made previously?
  If yes, note the link under the new figure
• Fill in parts of table that you can
• Label table with a title and figure number
• As you continue to work with the table, consider
  revisions to better describe your organization.

34
Key Table Application Shell, Figure 2.1-4
Objectives, Challenges, Advantages, and Core
Competencies

• Item 2.1 Strategy Development Process
• Things to consider when developing an Objectives,
  Challenges, Advantages, and Core Competencies
  Table
• Use the same objectives that you have been using
  in other tables!
• Advantages and Challenges see P.2b.
• Core Competencies see response to P.1a(2).
  Your organizations areas of greatest expertise

35
Key Table Application Shell, Figure 2.1-4
Objectives, Advantages, Challenges, and Core
Competencies

• Item 2.1 Strategy Development Process
• Example Figure 2.1-4 Objectives, Advantages,
  Challenges, and Core Competencies

36
Key Table Application Shell, Figure 2.1-4
Objectives, Advantages, Challenges, and Core
Competencies

• Exercise 5 minutes
• Process
• Begin with table in the Application Shell
• Refer to your Organizational Profile/Key Factors
• Review all other processes and data/information
  tables (figures)
• Note figure 2.1-3
• Information in the new figure needs to be
  consistent
• Can the new figure be merged with a figure made
  previously? If yes, modify previous figure to
  include needed information
• Does new figure link to a figure made previously?
  If yes, note the link under the new figure
• Label table with a title and figure number
• As you continue to work with the table, consider
  revisions to better describe your organization.

37
Key Table Application Shell, Figure 2.2-1 Key
Short- and Longer-Term Action Plans

• Item 2.2 Strategy Deployment
• Things to consider when developing a Key Short-
  and Longer-Term Action Plans Table
• What plans do you have?
• Business Plans, action team plans, construction
  plans, pilot study plans, improvement team plans,
  etc.
• Identify a few examples that
• Link to strategic objectives
• Have associated measures

38
Key Table Application Shell, Figure 2.2-1 Key
Short- and Longer-Term Action Plans

• Item 2.2 Strategy Deployment
• Example Figure 2.2-1 Key Short- and Longer-Term
  Action Plans

39
Key Table Application Shell, Figure 2.2-1 Key
Short- and Longer-Term Action Plans

• Exercise 10 minutes
• Process
• Begin with table in the Application Shell
• Review the plans that your organization uses
• Review Criteria
• Review Key Factors Worksheet
• Review all other processes and data/information
  tables (figures)
• Information in the new figure needs to be
  consistent
• Can the new figure be merged with a figure made
  previously? If yes, modify previous figure to
  include needed information
• Does new figure link to a figure made previously?
  If yes, note the link under the new figure
• Fill in parts of table that you can
• Label table with a title and figure number
• As you continue to work with the table, consider
  revisions to better describe your organization.

40
Key Table Application Shell, Figure 3.1-1
Identifying and Innovating Product and Service
Offerings

• Item 3.1 Customer Engagement
• Things to consider when developing an Identifying
  and Innovating Product and Service Offerings
  Process/Table
• What are your sources of information? Consider
• Surveys
• Focus group
• Complaints
• Competition (services offered by others)
• Technology changes
• Benchmarking other industries

41
Key Table Application Shell, Figure 3.1-1
Identifying and Innovating Product and Service
Offerings

• Item 3.1 Customer Engagement
• Example Figure 3.1-1 Identifying and Innovating
  Product and Service Offerings

42
Key Table Application Shell, Figure 3.1-1
Identifying and Innovating Product and Service
Offerings

• Exercise 10 minutes
• Process
• Begin with table in Application Shell
• Brainstorm questions under things to consider
• Review Criteria
• Review Key Factors Worksheet
• Review all other processes and data/information
  tables (figures)
• Information in the new figure needs to be
  consistent
• Can the new figure be merged with a figure made
  previously? If yes, modify previous figure to
  include needed information
• Does new figure link to a figure made previously?
  If yes, note the link under the new figure
• Fill in parts of table that you can
• Label table with a title and figure number
• As you continue to work with the table, consider
  revisions to better describe your organization.

43
Key Table Application Shell, Figure 3.1-2
Customer Access Mechanisms Table

• Item 3.1 Customer Engagement
• Things to consider when developing a Customer
  Access Mechanisms Table
• Key Customer segments identified in figure P-5
• How do these customer segments access your
  products and services? Consider internet,
  telephone, face-to-face, mail
• Does the primary method of access differ by
  segment?

44
Key Table Application Shell, Figure 3.1-2
Customer Access Mechanisms Table

• Item 3.1 Customer Engagement
• Example Figure 3.1-2 Customer Access Mechanisms
  Table

45
Key Table Application Shell, Figure 3.1-2
Customer Access Mechanisms Table

• Exercise 10 minutes
• Process
• Begin with table in Application Shell
• Brainstorm questions under things to consider
• Review Criteria
• Review Key Factors Worksheet
• Review all other processes and data/information
  tables (figures)
• Information in the new figure needs to be
  consistent
• Can the new figure be merged with a figure made
  previously? If yes, modify previous figure to
  include needed information
• Does new figure link to a figure made previously?
  If yes, note the link under the new figure
• Fill in parts of table that you can
• Label table with a title and figure number
• As you continue to work with the table, consider
  revisions to better describe your organization.

46
Key Table Application Shell, Figure 3.2-1
Listen and Learn Methods by Customer Group

• Item 3.2 Voice of the Customer
• Things to consider when developing a Listen and
  Learn Methods by Customer Group Table
• Consider
• Relationship methods (patient advocate, outreach,
  customer education)
• Surveys and focus group data
• Complaint data

47
Key Table Application Shell, Figure 3.2-1
Listen and Learn Methods by Customer Group

• Item 3.2 Voice of the Customer
• Example Figure 3.2-1 Listen and Learn Methods by
  Customer Group

48
Key Table Application Shell, Figure 3.2-1
Listen and Learn Methods by Customer Group Table

• Exercise 10 minutes
• Process
• Begin with table in Application Shell
• Brainstorm questions under things to consider
• Review Criteria
• Review Key Factors Worksheet
• Review all other processes and data/information
  tables (figures)
• Information in the new figure needs to be
  consistent
• Can the new figure be merged with a figure made
  previously? If yes, modify previous figure to
  include needed information
• Does new figure link to a figure made previously?
  If yes, note the link under the new figure
• Fill in parts of table that you can
• Label table with a title and figure number
• As you continue to work with the table, consider
  revisions to better describe your organization.

49
Key Table Application Shell, Figure 3.2-2
Customer Complaint Management Process

• Item 3.2 Voice of the Customer
• Things to consider when developing a Customer
  Complaint Management Process
• Are all customer segments covered by the system?
• Does the process vary for different customer
  segments?
• Do you track the complaint through to resolution?
• Do you aggregate and analyze complaints to
  identify systemic issues?

50
Key Table Application Shell, Figure 3.2-2
Customer Complaint Management Process

• Item 3.2 Voice of the Customer
• Example Figure 3.2-2 Customer Complaint
  Management Process

51
Key Table Application Shell, Figure 3.2-2
Customer Complaint Management Process

• Exercise 10 minutes
• Process
• Begin with table in the Application Shell
• Brainstorm questions under things to consider
• Review Criteria
• Review Key Factors Worksheet
• Review all other processes and data/information
  tables (figures)
• Information in the new figure needs to be
  consistent
• Can the new figure be merged with a figure made
  previously? If yes, modify previous figure to
  include needed information
• Does new figure link to a figure made previously?
  If yes, note the link under the new figure
• Fill in parts of table that you can
• Label table with a title and figure number
• As you continue to work with the table, consider
  revisions to better describe your organization.

52
Key Table Application Shell, Figure 3.2-3
Customer Satisfaction, Engagement, and
Dissatisfaction

• Item 3.2 Voice of the Customer
• Things to consider when developing a Customer
  Satisfaction, Engagement, and Dissatisfaction
  Table
• Customer segments identified in Organizational
  Profile figure P-5
• How do you assess satisfaction - transactional
  and over time?
• Does your measure cover all customer segments?

53
Key Table Application Shell, Figure 3.2-3
Customer Satisfaction, Engagement, and
Dissatisfaction

• Item 3.2 Voice of the Customer
• Example Figure 3.2-3 Customer Satisfaction,
  Engagement, and Dissatisfaction

54
Key Table Application Shell, Figure 3.2-3
Customer Satisfaction, Engagement, and
Dissatisfaction

• Exercise 10 minutes
• Process
• Begin with table in Application Shell
• Brainstorm questions under things to consider
• Review Criteria
• Review Key Factors Worksheet
• Review all other processes and data/information
  tables (figures)
• Information in the new figure needs to be
  consistent
• Can the new figure be merged with a figure made
  previously? If yes, modify previous figure to
  include needed information
• Does new figure link to a figure made previously?
  If yes, note the link under the new figure
• Fill in parts of table that you can
• Label table with a title and figure number
• As you continue to work with the table, consider
  revisions to better describe your organization.