Texas Award for Performance Excellence

1
Texas Award for Performance Excellence

• Process Observer Webinar

2
Important Reminder

• We are in Stage 1 Independent Review.
• There can be no discussion about your applicant.

3
Guidelines for Learning

• Be respectful
• Honor expertise
• Honor time
• Take care of your own needs
• Help your neighbor
• ELMO
• Have fun!

3
4
Agenda

• Leadership Team Roles and Responsibilities
• Feedback Report and Comment Writing
• Deliverables and Tools
• Leadership Team Plan

5
Learning Objectives

• Develop a leadership team to direct and support
  the team of examiners during Stage 2 and 3
• Understand roles and responsibilities of
  leadership team
• Review Stage 2 3 processes.

5
6
Leadership Team Roles and Responsibilities
7
Stages of the Review Process
Stage I Independent Review
Receive Applications
Stage 2 Consensus Review
Feedback Report to Applicant
Focus of this session
Stage 3 Site Visit Review
Stage 4 Judges Recommendation
Feedback Report to Applicant
7
8
Stages of the Review Process
Stage I Independent Review
Receive Applications
Stage 2 Consensus Review
Feedback Report to Applicant
Focus of this session
Stage 3 Site Visit Review
Stage 4 Judges Recommendation
Feedback Report to Applicant
8
9
TAPE Process Leadership Team

• TAPE Team Positions
• Team Leader Strategist
• Back up Team Leader Tactician
• Feedback Writer Historian
• Process Observer Monitor
• Team Member Analyst

9
10
Stage 2 Consensus Review
Consensus
Individual Examiners
Objective Improve feedback scoring by
combining Stage 1 independent reviews into a
Stage 2 team-level consensus scorebook/report.
Stage 2 Consensus Scorebook
Stage 1 Scorebooks

• Quality Texas Program Manager

10
11
What We Know about Teams

• Traditional Team Roles
• What are they?
• What is the main function of each?

11
12
What We Know about Teams

• Traditional Team Roles
• How do they relate to TAPE team roles
• Team Leader Back up Team Leader
• Writer Process Observer
• Are there functional differences between
  traditional team roles and your role for TAPE
  Leadership Team?
• Who is adding a role to their portfolio?

12
13
What We Know about Teams

• Stages of teamwork
• Forming
• Storming
• Norming
• Performing
• Knowing your teams customer requirements to
  accelerate teamwork to the performing stage

13
14
Roles, Responsibilities
Pre Consensus Planning Consensus Call
Synthesis Post Consensus
14
15
Team Charter for Consensus Call

• Establishes parameters
• Purpose meld together the perspectives and
  writings of the team members so that applicants
  assessment against the criteria is balanced and
  provides a basis for moving to a higher level of
  performance
• Deliverables
• Numerical assessment ( Judges)
• Actionable text to move applicant to the next
  level (Feedback report)
• Site visit issues
• Timeline Milestones / Celebrations

15
16
Pre-Consensus Planning Flow Chart
Stage 1 Scorebook
Complete Biographical Sketch send as example
w/ blank forms
Request Bios, Category Pref., Dates of
Availability
ID Planning Call Date Make Category Lead
Back Up Assignments
Develop Send Planning Call Agenda Ground
Rules
Facilitate Consensus Planning Call Set dates
for Consensus
Send Contact Info., Bios Scorebooks to Team
2.0 Category Synthesis
16
17
Whats Happening

• The consensus call has begun
• John is your team member who works in this
  industry. He has more subject matter knowledge
  than any other team member. His experience is
  that his industry does a poor job with process
  consistency no matter what was documented. You
  notice that there is a tendency for him to stray
  away from the analysis that he is summarizing and
  talk about the inadequacies from his personal
  experience. He is not reflecting the applicants
  story or the organizational profile.
• What can you do in your Leadership role to assist
  John in fulfilling his team role?

17
18
Whats Happening

• The consensus call has begun
• Team Leader Toni focuses on the getting the
  consensus call completed. Her attention to
  process is resulting in some of the content
  aspects of the discussion being skipped. Team
  members are becoming more and more general in
  summarizing their category. The level of control
  is starting to hamper the team to come to
  consensus.
• What questions could you raise to ensure the team
  is having sufficient discussion to arrive at
  consensus?

18
19
Roles, Responsibilities
Prepare for Site Visit Complete Site Visit Post
Site Visit
19
20
Team Member Roles Responsibilities

• DWYSYWD Do What You Say You Will Do
• Complete assignments on time
• Produce quality products
• Take responsibility for
• Meeting all commitments
• Personal development
• Team success
• Be a team player
• Approach all team interactions with positive
  intent (Attitude)
• Practice facilitating behaviors (Actions)
• Prepare, prepare, prepare (Always be prepared)
• Participate Actively (Contribute)
• Use the established processes (refer to the ERM)
• If you dont know how to do something Ask

These behaviors support meeting customer
requirements
21
What Does a Team Leader Do?

• Plans the consensus review strategy
• Sets a meeting schedule
• Makes Team Member assignments
• Develops meeting agendas
• Plans and facilitates meetings
• Coordinates Consensus Report writing
• Ensures Consensus Report meets customers
  requirements

22
Category Lead Responsibilities

• Combine team members comments
• 6-10 well written comments for each item
• Represent the collective thoughts of the team
• Consider each comment
• Relevance to Criteria
• Importance to Key Factors
• Score assigned Items
• Identify potential site visit issues (SVIs)

23
Category Lead Responsibilities

• Forward Synthesis to Category Backup Team
  Leader
• First draft of synthesized comments with score
  SVIs
• Review Assigned Backup Material
• Complete Comments address all major points of
  Criteria
• Relevant Comments tied to Criteria
• Important Comments tied to Key Factors
• Partner with Backup
• Discuss comments, scores and SVIs
• Produce high quality comments
• Agree on scoring and SVIs
• Update Assigned Category
• Incorporate Backups feedback into Item worksheets

24
Category Backup Responsibilities

• Prior to consensus
• Make suggestions to improve comments, and
• Review Category Leads prework to ensure
• Relevance to the Criteria
• Importance to the Key Factors
• Comment quality based on Comment Guidelines, and
• Scores and comments are balanced
• During consensus
• Take notes for the Category Lead
• Help the Category Lead stay on time
• After consensus
• Share notes with Category Lead on suggested
  changes

25
Role Model Consensus Behaviors (Examiners)

• Before the meeting
• Read all Worksheets
• Make notes on comments for discussion
• Write out any lengthy recommendations
• During the meeting
• Focus your comments on
• Relevance - Criteria Requirements
• Importance - Key Factors
• Improving Comments - Comment Guidelines
• Dont quibble over wording, grammar, or spelling
• Listen first to understand, then make your point

26
Process Observer Roles and Responsibilities

• Monitor activities of Examiner Team with focus on
  quality of end product and adherence to relevant
  processes
• Serve as liaison to and primary contact to the
  Team Leader and team (and the Applicant at Stage
  3)
• Serve as representative of Quality Texas to the
  Applicant
• Provide guidance to Team Leader throughout the
  process stages
• Ensure that your Team Leader understands your
  purpose and role to them, the team and the
  Foundation.

27
Process Observer Roles and Responsibilities

• Support needs of Examiners at all stages
• Provide both positive affirmation and feedback
  for improvement to Team Leader and Examiners as
  needed throughout all stages
• Handle sensitive situations off-line whenever
  possible, but address immediately if there is a
  risk that the integrity of the award is likely to
  be compromised
• Give evaluative feedback to Quality Texas about
  Examiners (use designated forms)

28
Discussions on or about Everyones Role?
29
Team Charter for Site Visit

• Establishes parameters
• Purpose verify / clarify SVIs
• Deliverables
• Assessment and score that enables judges to
  determine whether to recommend applicant for the
  award
• Report that helps the applicant move to the next
  level
• Timeline

29
30
Whats Happening

• The Site Visit has begun
• The first briefing begins a late member of the
  applicants team arrives. One of your team
  members looks surprised as he recognizes the
  latest arrival is his cousin. He knew his cousin
  was changing jobs but had not heard with whom.
  The process has begun and the CEO decides not to
  introduce the newcomer at this moment but
  proceeds with his introductory remarks. A note
  is passed to the Back up Team Leader by the team
  member with the conflict.
• What do you do?

30
31
Whats Happening

• The Site Visit has begun
• The first group meeting is starting and the Back
  up Team Leader is facilitating the conversation.
  One of the applicants employees quickly
  responds to the first question implying that
  there is an ethical issue with the organizations
  leadership. The response does not address the
  question.
• What do you do?

31
32
Whats Happening

• The site visit has begun
• Team Leader was ready to begin the first meeting
  with the CEO and the applicants Executive Team
  when the Process Observer strikes up a
  conversation with the CEO and then proceeds to
  explain the process to the applicants team.
• How can the leadership for the process be
  redirected to the Team Leader?

32
33
Feedback Report and Quality Comments
34
Application Levels
35
Sources for the Feedback Report
Cover Sheet
Sections of Site Visit Scorebook included in the
Final Feedback Report
Sites Visited
Key Factors
Key Themes
Item Worksheets
Site Visit Issues
SV Score Summary
Signature Page
36
Sources for the Feedback Report
Sections of Stage 2 Scorebook included in the
Final Feedback Report
Cover Sheet
Key Factors
Key Themes
Item Worksheets
37
Sources for the Feedback Report
Scores are not included in Progress,
Commitment, or Engagement Level Feedback Reports
38
Differences Between Stage 2 and Stage 3 Feedback
Reports
39
Deliverables and Tools
40
Team Approach for Consensus

• Develop a plan
• Establish the timeline
• Engage team members early
• Continual communication with team

41
Review the Tools

• Planning Calendar
• Score Sheet Summary Tool
• Score Band Description
• Comment Assessment Checklist

42
Score Sheet Summary Tool Data Entry
43
Score Sheet Summary ToolJudges Reports
44
Score Sheet Summary ToolApplicant Score Summary
45
Application Score Descriptions(Applicant
Feedback Report)
46
Team Leader Tools

• Guidelines for
• Planning
• E-Mail
• Agendas
• Team Handouts

47
Planning Time

• As a team, begin to develop your team plan.
• Items to consider
• Team Charter
• Logistics
• Understanding of roles and deliverables
• Share Leadership Team Plan

48
Parking Lot
48
49
49