Texas Award for Performance Excellence

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Texas Award for Performance Excellence

• 2008 Site Visit Preparation
• Prepare to Clarify and/or Verify
• March 11, 2008

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Facility and Logistics

• Safety Note location of exits
• Phones, Restrooms
• Smoking Rules
• Please Silence Mobile Phones Pagers
• Parking Lot

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Parking Lot

• If we cant answer it
• If it will be covered later in the training
• Group Discussion
• Team Discussion
• If it will take us too far off topic

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Agenda
Timing Activity 800 830 Greeting
Continental Breakfast 830 1015 Site Visit
Overview 1030 300 TEAM WORKSHOP (Lunch
included) 300 315 Debrief with Q A,
Parking Lot 315 345 QTF Topics (Travel and
other logistical info) 345 - 400 Course
Evaluation and Adjourn
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Todays Materials

• 2008 Examiner Reference Manual for Stage 3 Site
  Visit
• Application Materials
• Worksheets/Wall Charts/Etc.

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Objectives

• Understand the Site Visit process
• Understand the Site Visit Issue strategy
• Prepare for Site Visit

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Welcome Your Team

• Insight from Stage 2 consensus
• Greatest strength
• Team focus for Stage 3

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Guidelines for Learning

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

Are there any guidelines your team wants to add?
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Why Train Our Customers In Quality and
Organizational Improvement?
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Prepare you we will
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TAPEAWARDPROCESSStage 3Site Visit
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Key Dates
Activity/Deliverable Date(s) Site Visit Training
Planning March 11 Site Visits Group 1
Manufacturing, March 30 Education, and Public
Sector April 5 Group 1 Site Visit Report Due
to Quality Texas April 7 Site Visits Group 2
Small Business, April 6-12 Service, and Health
Care Group 2 Site Visit Report Due to Quality
Texas April 14 Group 1 Feedback Report to
Quality Texas April 21 Group 2 Feedback Report
to Quality Texas April 28 Judges Meeting April
22 Recipient Notification May 1 Group 1 Feedback
Report Sent to Applicant May 12 Group 2 Feedback
Report Sent to Applicant May 19
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The SV Process
Today
ERM p.4
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Stage 2 - Consensus Outputs Inputs to Stage 3 -
Site Visit Issue Worksheets
Site Visit Strategy SVI Closure Plan Document
Request List Sites to Visit Plan Question Sets
Prepared
Stage 3 Preparation
Stage 2 Inputs
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Site Visit PreparationTeam Member Primary Tasks

• Review Key Documents
• Refine Site Visit Issues
• Prepare SVI Strategy
• Prepare Interview Request List
• Prepare Document Request List
• Write Interview Questions
• Write Walk Around Questions
• Forward your SVI worksheets to your team
• Come prepared to Sundays Pre-Meeting

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Category LeadSite Visit Planning and Preparation

• Refine and prioritize Site Visit Issues
• Clarify OFIs, Verify Strengths
• All OFIs, Key Themes, Strengths addressed
• Average 3 SVIs per item
• Develop strategy to resolve all site visit
  issues
• Send SVI worksheets to team before Site Visit
  Pre-Meeting

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Backup Category LeadSite Visit Planning and
Preparation

• Sanity Check for your partner
• All important items covered
• Clear and practical strategies
• Constructive feedback
• Relationship to your and others items
• Mentoring for newer members

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Team MemberSite Visit Planning and Preparation

• Feedback on others SVIs
• Relationships among Issues and Items
• Potential Key Themes and Role Model Behaviors
• Additional Duties
• Criteria Cop
• Document Dog
• Others as assigned

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Characteristics of a Well-Crafted Site Visit
Issue

• Tied to KEY comments
• Key Theme components, Strengths, ALL OFIs
• Essential components of scoring decision
• Clear and Concise
• VERIFY Strengths, CLARIFY OFIs
• Cross-cutting
• Usually more than one comment per SVI
• Potentially related to other Items

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Site Visit Issues Site Visit Issue (SVI)
Worksheet

• Drives the Site Visit
• Preparation Promotes Promptness
• If ye are prepared, ye shall not fear.
• Guides your issues resolution process
• Acts as the primary paper trail for the judges

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Preparing a SVI Worksheet

• Site Visit Issue Worksheet
• Item Reference 1.2a(1)
• Issue Clarify the approach senior leaders use to
  assess effectiveness of individual and system
  leadership and how they translate findings from
  their annual assessment to priorities/plans for
  improving both individual and system leadership
  effectiveness.
• Comments affected OFI 1
• Refer to handout

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Preparing a Site Visit Issue Worksheet

• Site Visit Issue Worksheet
• Item Reference 1.2-1
• Issue Clarify the approach . . .
• Comments affected PASTE THEM IN!
• Strategy
• Finding(s)
• Conclusion(s)
• Scoring

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Site Visit Issues Strategy

• Importance (High, Med, Low)
• How to collect the information
• Focus Groups
• Individual Interviews
• Walkarounds
• Documents
• Questions to ask

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Ask appropriate questions
Senior Leaders Explain how you involve all
stakeholders, such as employees, customers,
suppliers, and the community, in your strategic
planning process.
Middle Management What stakeholders input do you
gather when developing your departments
strategic action plan?
Employees How are you involved in developing
your organization, or work unit, strategies and
action plans?
Ask questions that are relevant at each level of
the organization
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Site Visit IssuesDocument Review

• Be as specific as possible
• You MUST use what you ask for
• Team Lead will consolidate the request before
  submitting
• You must account for and return all documents

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The SV Process
ERM p.4
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Site Visit Roles and Responsibilities

• Successful site visits require close
  communication and coordination.
• Team Leader
• Team Members
• Applicants Official Contact Point
• Process Observer
• Quality Texas

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ResponsibilitiesSite Visit

• Be prepared to share your questionsconsolidate
  interview questions.
• Be diligent at reviewing your progress using your
  SVI worksheets.
• Be open to asking your Team Lead for help at any
  time.
• Be professional at all times.

Whole Team needs to be geese.
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Site Visit Team Activities

• Daytime Activities
• Focus Groups, Interviews, Walkarounds
• Brief Caucus
• Evening Activities
• Extended Caucus
• Document Review
• SVI Revision and Closure
• Shift Visits

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Site Visit Team Activities

• It is not clear IS GONE!
• They either have it, or they dont
• Disappearing OFIs!!
• Take em to the next level
• New SVIs (and SVI worksheets)!!!
• The 50-page syndrome
• Under-promised and over-delivered
• Over-promised and under-delivered

ALERT!
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Application ? Site Visit
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ExaminersRole and Responsibility

• Examiners provide analysis and insight to lead
  the organization to the next level of maturity.

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Time Management

• Stay focused
• Work collaboratively
• Close out SVIs each day
• Walk-the-Wall

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Walk the Wall

• Iterative
• Continuous
• Communication

Item 1.1
Item 1.2
Item 2.1
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The SV Process
ERM p.4
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Post-Site VisitComplete Site Visit Issues
Worksheets

• Findings
• Summary of important data collected from each
  interview and document
• Conclusions
• Your summary interpretation of the findings
• Your specific changes to each comment affected
• Scoring

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Post Site VisitItem Worksheets

• Reflect final revisions to the Scorebook
• Paste revised comments into the scorebook
  directly from the SVI Worksheets
• Provide ACTIONABLE feedback to the Applicant

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Post Site VisitKey Themes, Key Factors, Sites
Visited

• Key Themes
• Revised based on Item comment revisions
• Executive Overview for the applicant
• Identifies potential Role Model Behavior
• Key Factors
• Brief review to determine any necessary change
• Summary of Sites Visited
• Additional information for the judges on the
  completeness of the Site Visit

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Post Site VisitSignature Page

• I support the findings of the Site Visit Team
  contained in this Scorebook.
• Must be signed by all Site Visit Team Members
• Must be signed prior to any Site Visit Team
  Member leaving the Site Visit process

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Post Site VisitPURGE

• Take nothing but (limited) memories leave
  nothing but footprints.
• Return documents
• Purge all files
• Shred all notes, application
• Beware Bar Stories

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The SV Process
ERM p.4, 19
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Site Visit Outputs
Award Level Feedback Report to Applicant
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Post Site Visit Flowchart Site Visit Report
Preparation

• Category Leads
• Item Worksheets
• SVI Worksheets

Feedback Writer
Team Lead
Key Factors
Quality Texas
Key Themes
Panel of Judges

• Team Lead
• Summary Sites Visited
• Scoring Summary

Final Feedback Report
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Activities/Deliverables Date(s) Group 1 Feedback
Report April 21 to Quality
Texas Group 2 Feedback Report April
28 to Quality Texas Judges Meeting April
22 Recipient Notification
May 1 Group 1 Feedback Report Sent May
12to Applicant Group 2 Feedback Report Sent
May 19to Applicant
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Team Workshop

• Planning for the Site Visit

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Team Workshop

• Planning Activities
• Review Instructions highlighted in the 2008 ERM
  Stage 3
• Establish Team/SV Ground Rules
• Draft 1 SVI Worksheet per Category
• Begin formulating Document Request, Interviewee
  List, Senior Leader and Walkaround Question Lists
• Create Preliminary SV Agenda
• Identify Team Assignments and Timeline to be
  completed prior to Site Visit

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Team Workshop

• On-Site Activities
• Review Interviewing Techniques
• Practice Focus Groups
• Practice Walkaround Questions
• Post-Site Activities
• Review Walking the Wall or other SVI-closing
  techniques
• Discuss roles in completing scorebook
• List questions (if any) for todays closing
  meeting

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Questions?
REMINDER No Discussion with anyone while
outside your assigned team room
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Team Workshop

• Planning for the Site Visit
• 1030 am 300 pm
• Lunch with Team

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Logistics

• Conflict of Interest
• Travel Arrangements
• Travel Reimbursement

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Reflections

• 3 Learnings
• 2 Insights
• 1 Aha!

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Contact Quality Texas if you need anything or
have any questions. Bill Denney Jane
Westbrook [phone] phone [phone]
fax jwestbrook_at_texas-quality.org www.texas-quality
.org
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Closing Remarks

Please give a huge applause of appreciation for
your 2008 Training Team Members that have worked
hard all year to provide enriched learning
experiences for you.

• Kathryn LeRoy
• Joe Muzikowski
• Paula Sommer
• Gary Utrup

and QTF staff Bill Denney Jane Westbrook
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THE BIGGEST APPLAUSE
Please give an even bigger applause to
yourselvesthe 2008 Examinersthat are making a
positive difference for your applicant and the
Texas Award for Performance Excellence.