GOA Tutorial

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Welcome to a short overview of the GOA-WorkBench
functions
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GOA the Group Opinion Analyser

• GOA the Group Opinion Analyser - is an easy to
  use workbench for assessment based management
  methodologies
• GOA
• is licensed by the EFQM
• minimises effort for running assessments and
  surveys
• offers a multitude of knowledge bases for
  implementing HRM- TQM methods
• offers up to 10 languages, depending on the
  individual knowledge base
• offers multimedia support for online training

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Your way towards Excellence
Excellence is not a one time goal, but an ongoing
process !
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Implementing a GOA Project

• Compile new questionnaires
• Adapt questionnaires(Delete, add or reformulate
  questions)
• Construct a new version of a questionnaire
  (language or specific target group
  modifications)
• Define the target group and generate
  questionnaires
• Distribute questionnaires e.g. on a web server
• Encode answered questionnaires and automatically
  generate statistical results
• Analyse complex queries
• Support the Continuous Improvement Process (CIP)

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GOA Tools in Support of the EFQM Excellence Model
Customer Inquiry
People Inquiry Organisational Climate
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Overlapping of ISO and EFQM
1. Leadership
1
1
9. Key Performance Results
2. Policy Strategy
0,8
0,6
0,4
8. Society Results
0,2
3. People
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4. Partnership Resources
7. People Results
5. Processes
6.Customer Results
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Mapping of ISO 9001 within EFQM
- Intensity of EFQM topics dealing with
each ISO Chapter
GOA Assessment offers Preparation of ISO Quality
Manual without additional data collection!
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The Improvement Process

• Each Survey does not only collect quantitative
  data,
• but also qualitative information,
• that, if used properly, offer enormous
  improvement potential for every organisation
  !

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Priorisation of Improvement Actions
The goal is to reach high results - with minimum
effort and resources
Efforts
low
high
low
high
Results
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Concept of the Balanced Q-Card (BQC)

• Imports data from other GOA modules
• Improvement suggestions from assessments
• Open questions from GOA-Inquiry or similar
  surveys
• Allows to rate the imported suggestions
• In great detail (5 dimensions)
• Stand-alone
• In teams via Web or LAN
• Adaptation to company policy and strategy
• Weighting of Rating Dimensions
• Company specific weighting of Criteria

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Starting GOA
The GOA WorkBench Knowledge Bases have some
generic functions that can be found in all GOA
modules. When you start GOA for the first time
you can choose between logging yourself in with
the login Test and no password or you can
create your own user login. All inquiries run
under your specific user login will not be shown
when somebody else is logged in
Click OK for starting the program
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All GOA functions can be started either by
clicking on the symbol in the toolbar or by
choosing the respective option from the menu. For
existing inquiries you have the possibility to
select available functions by clicking on the
list entry with your right mouse button. The F1
Button will start the Online-help at any time.
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To generate a new interview, select New from
the menu Interview
Click here
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A new window will open up where all available
knowledge bases and language versions from your
GOA installation are shown.
By clicking on the desired knowledge base you
will open a copy of the template questionnaire
that you can adapt for the inquiry you have in
mind
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Instead of selecting a knowledge base you can
also copy an already existing interview in order
to use the changes you already made as a starting
point for your new inquiry.
Copy is added to list
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The Extras Menu
The mene Extras gives you access to
administrative functions, such as selecting the
language of the GOA interface or changing the
access path to the GOA database.
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GOA Inquiry

• GOA Inquiry allows you to design surveys,
  distribute questionnaires and analyse the
  returning answers. GOA Inquiry is supplemented by
  a wide range of optional Knowledge Bases,
  containing comprehensive questionnaires for
  specific tasks.
• GOA is supporting a wide number of languages.
  This gives you for example the option to
  integrate a Spanish version of a survey you want
  to use otherwise mainly for English clients.
• Typical Survey Modules are
• Analysis of Learning Organisations
• Company Objectives Analysis
• Customer Satisfaction Inquiries
• People Satisfaction Inquiries
• Team-Effectiveness Survey
• In addition to these standard surveys you can
  also use surveys based on the 360 Feedback
  method, for example when you are analysing
  leadership effectiveness.
• Another use of this GOA function is the
  Distributed Survey in the assessment modules,
  like in the EFQM Assessment or Project Excellence.

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The first window that appears after opening a new
inquiry contains the complete questionnaire
template for the respective topic as well as a
display line which enables you to view longer
questions without scrolling. In this window you
can adapt the questionnaire for the knowledge
base of the specific survey you are planning.
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In order to change questions you have to click
with the right mouse button on the question and
select Change question text from the appearing
menu.
Click here
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In the editing window you can change the
different text components of the question. For
changing the question text, you go If, for
example, you want to change the explanation for a
question you will have to click on the
corresponding area in the bottom left window.
Then you can change the text in the bottom right
window.
Change question text here
Change the answer text here.
Click here to select the text you want to change.
Click here to save changes.
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For the design of an HTML questionnaire the
following functions are available - Print Labels
in reverse sequence - Interviewee must answer
questions - Short text in chart These parameters
are defined in the distribution wizard for each
version.
Activate here
Select parameter
Click here to save changes.
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IMPORTANT
The full function of the change question text is
not available in all knowledge bases! Part of
this feature is missing in those cases where the
specific knowledge base is based on standardized
procedures that do not allow changes in approach
and for this reason, the explanations and answer
scales are fixed. If this is the case, you can
only change the question text to adapt it to your
company. A good example for this is the EFQM
Assessment module, where the method is defined by
the officially published Excellence Model and can
not be changed.
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The list is the starting point for the
distribution of the data for the assessments.
Either via internet...
...or with the local rating window
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Distribute Questionnaires
You can now distribute the questionnaire by
clicking on the button Distribute Interview.
Click here
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The program will guide you through all necessary
steps with the help of an assistant. The
assistant will help you create specific surveys
for different projects which can be defined
separately for each language.
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The 360 Method is a special form of a survey,
where the same facts are analysed from the
specific point of view of several query groups.
GOA offers an assistant which allows you to
prepare the survey for different query groups
such as Team Leaders, Team Members, etc. This
gives you the opportunity to compare and analyse
results at a later time
Start distribution
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Specific to each version, the questionnaires can
be adapted to individual survey groups. The
questionnaires can be distributed either
electronically or in a paper format, with
electronically being the default. GOA allows
you to save the generated questionnaires to any
place you desire.
Creates mail attachments ...
. web-documents .
... or paper format.
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When distributing the questionnaires
electronically the assistant will ask you to
choose between distributing anonymously or to
specific interviewees taken from a database.
If you have chosen a HTML-Questionnaire you will
not be asked to select the interviewees but to
define a header and footer for the
Web-Questionnaire.
Add Interviewees
Click here
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When distributing the GOA surveys, each
interviewee receives either a link to the website
with the questionnaire or a GOA satellite as an
executable file. If you send a satellite, the
interviewee will receive a file with the ending
SAT which provides the questionnaire when opened.
The answered questions can be saved anytime and
opened again later. This enables the interviewee
to change already answered questions or continue
answering after an interruption.
Interface for navigation within the questionnaire.
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In the case that you generated a HTML survey,
your questions will be answered via a web
browser. If you use an internet browser for the
survey, the interviewee will only receive an
email with the link to the web page with the
questionnaire, the interviewee will not receive a
file and thus will stay anonymous.
Submit questionnaire
Print your own copy of the answers given
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Read in Answers
Once the answered questionnaires are returned via
email, they need to be loaded into GOA. You start
this process by clicking the button Load
Answers.
Load answers
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Once the answered questionnaires are returned via
email, you will want to load them into GOA. You
start this process by clicking the button Load
Answers. This will open a browser window where
you can select the folder with the returned
answers.
Read in the received answers
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If the selected order contains returned answers
for the currently open survey they will be shown
in the list. You can select the files you need
and copy them with the load button into the GOA
data base. The original file will be marked as
loaded or, optionally, deleted.
Load
Mark
You can choose to view already loaded
satellites. (If not deleted yet)
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Analysis
After back-loading the answers GOA will analyse
them automatically. If you select a chapter or
question you will see the mean average of the
received answers. Individual and detaillied
results are available through the Report Menu
or by exporting the pre-filtered or raw data to
statistical programms like MS Excel or SPSS.
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Depending on the underlying methodology you will
receive a Top Ten list of the survey when
selecting the chapter heading in some modules.
Click here
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If you click on the button in the lower left
corner of the mean average graph, you will see a
more detailed graph of the topic with the
distribution of the answers.
Show detailed graph
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The appearance of the graphs can be changed in
order to fit your corporate design. You have
three menus at your disposal. The first menu
allows you to change the colours of the graphs.
Hier klicken
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The menu chart gives you the opportunity for a
number of actions. You can save the chart, copy
it in another Windows application without frames
or print it. . and the experienced user can
even change the complete template according to
their specific requirements.
Click here
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Reporting
When you click on Report in the active
application, you see a window for the selection
of the details for your report.
Click here
Click here
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Here you can select the chapters and questions to
be analysed and reported ,
and which details should be included in the
report.
The statistical data offered by GOA differs with
the individual assessment or survey modules, but
the interface for all of them follows the same
usability logic.
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You can select the conditions under which the
analysis should occur. If you select several
possible answers within a question, this will be
interpreted as an or selection, while answers
from different questions will be seen as a an
and condition.
Click here to set filter
In the example above, the filter is set to
identify the answers from all of those who think
that Innovation Leadership is a important goal of
the organisation.
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It is also possible to define different groups of
interviewees and compare their averages. For this
you can select groupos from different survey
versions or define groups in the same survey
version based on the different answers they have
given to a specific question (answer filter).
Click here
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With the new Group button you select the first
group and by clicking on the group name you can
edit this name any time.
Click here to change name
Click here
Remark the groups defined thus are only valid
for the current report and will not be saved!
44
A group can consist of of several interviewees
(or several versions) that have been marked in
the list.
It is also possible to define answers from the
questionnaire as selection criteria. To do so,
you mark in the right part of the selection
window the answer you want to use for this (in
the example high scores on both innovation and
quality leadership.
Click here to unmark all files in both windows
Select candidate(s)
Select filter criteria
Select filter criteria
Select filter criteria
Several answers within the same question are or
selections (yes OR more likely yes on innovation
leadership), answers from different questions are
and selections (innovation AND quality
leadership).
45
The same way you create the next group, e.g.
those who prefer other goals that innovation and
quality leadership
The mean average of each question will now be
generate in report per group and compared in a
diagram. The listing will follow the sequence in
which the groups have been defined.
46
Export of Data
In the Export Menu of the GOA Inquiry Moduls you
will find the menu point -gt SPSS.
Click here
When you click it, the system will guide you
through the next steps.
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You can select which administrative data is to be
listed in the first column of the tabulator
separated file, in front of the survey results.
For this you can define individual headers. For
the statistical analysis it might become
important to indicate what questions have not
been answered by the candidate.
Results of multiple choice questions are shown by
listing each possible answer as a separate
question with the values marked/non-marked. The
identification of marked/non-marked as 1/2 or
yes/no can be defined by the user.
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The next step will be the selection of the folder
where you want to save the export files.
Once the file is saved you will see the complete
path including the files name
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• spssLegend contains the legend what questions are
  behind which Question ID and what are the
  dimensions names of each possible answer.

• spssData contains all exported numerical data in
  a SPSS compatible, tab-separated format.

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Export into an MS Excel file is started via the
report menu to make use of the wide range of
filtering functions available. If this feature is
licensed, the report menu will show a button with
the Excel symbol.
This export function does not do any statistical
analysis but exports the raw data as filtered.
For this reason only the tabs interview
version, answers and questions are relevant
to the export. Other than with SPSS export, the
scales for the raw data are included. This
increases strongly the readability of the export
files, but in the same time decreases some of the
statistic analysis possibilities.
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As a first selection you will see an excerpt of
the Report Window where you can preselect the
data you want to report.
Next click on the Excel symbol to start the
export.
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After you start the export by clicking on the
Excel symbol, the structure of the questionnaire
is checked and you may be asked for the following
details
This setting causes better readability of each
top level chapter of the questionnaire to appear
as a separate table. This is also important for
very long questionnaires, because Excel only
offers 256 columns per table. A leading table
identifies each candidate and shows the answers
from the top level in case there are any.
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GOA Assessment
GOA supports a wide spectrum of self-assessment
modules, amongst them CAF (Common Assessment
Framework), EFQM Excellence Model, ISO 9004 and
Project Excellence.
GOA supports a scalable approach for different
assessments (from beginner to expert teams), as
well as branch specific adaptations (industry,
education, etc.)
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After starting the EFQM Assessment module you
will see the following window. You can use the
EFQM scheme at the upper part of the window for
navigating through the program. By clicking on
the symbol of the desired criterion you will see
all questions belonging to this criterion.
Hier klicken
55
By the colour of a question or chapter you can
see if it has already been answered BLUE
still unanswered BLACK already answered
Answered question
Unanswered question
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The answer possibilities will change
automatically according to the EFQM model when
changing the criteria. In the questionnaire
window you can click on each sub criterion as
well as on each detail question.
Hier klicken
View the full text of the question
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An outstanding feature of GOA EFQM is the option
to use interview techniques in order to conduct a
Distributed Pre-Assessment. This gives the
assessor team the possibility to question process
owners and receive all necessary data from them.
Click on Distribute Interview to send the
questions. The program will guide you through the
process with an automatic assistant. For details
on how to generate questionnaires and interpret
the returned answers see chapter Distribute
Questionnaires
Distribute Interview
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All available results will be analysed
automatically after the interview in order to set
an average value for the sub criteria level.
Depending on the criterion (enabler or results)
there will be two or three values for each
question which will be added up automatically in
the higher levels and which will be projected
according to EFQM rules.
Calculated Results
Individual Assessment Scales
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If you have conducted a Distributed
Pre-Assessment with GOA you will see the
accumulated results in the ranking scales as an
orange mark. This gives you the opportunity to
use these results as a guideline.
Survey results
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Assessors can change the suggested values on the
sub criterion level as well as at the item level.
This can be done by changing the values directly
in the ranking scale by pushing the blue triangle
to the desired value. Further result RADAR
details can be scored with the symbol on the left
of the scale.
Push here
Click here for detailed RADAR scoring
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A new window will open where you can assess more
detailed attributes of each single topic. You
will see a short help text explaining the meaning
of the points given according to the RADAR Charts
of the EFQM Model. The average will be calculated
automatically and the value will be shown in the
main window.
Drag the blue triangle to the desired value
Short explanation about the meaning of the value
given
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The values that have been changed in detail will
be included in the calculation by clicking on the
arrows on the right side of the
window. Alternatively GOA will ask you if you
want to save the changes when you click on a new
assessment question.
Click here
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With the Notes button you can open up a notepad
and collect the necessary information for the
assessment.
Click here
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You can load all data that you collected in the
Pre-Assessment directly into your
Assessment. This saves the calculated averages
from the part criteria levels as a suggestion
that then can be changed and corrceted by the
assessor.
Click here
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If the value set by the Assessor differs more
than a certain percentage from the results of the
Pre-Assessment the program will ask you to
comment the difference. If there is such a
commented change, you see a mark in the GOA main
window and the reasons for the new value can be
discussed in the team. This helps the
organisation in the consolidation of its scoring.
Pointer for explanation given
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The delta in scoring before asking for a comment
by the assessor can be defined individually in
the Extras menu.
Define delta value
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If you activate the Show Graph function you
will see the Pre-Assessment values when clicking
on a certain question. If you click on one of the
open questions at the end of each chapter you
will see the collected notes and if you click on
an item you will see the individual assessments.
This can also be used to consolidate several
Assessments.
Show Graphs
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Besides the Pre-Assessment data, GOA offers you a
graph summarising the nine criteria.
In depth information on the assessment results
can be produced via the reporting
function. Details on how to use the numerous
analysis and reporting functions offered via the
report can be found in the tutorial chapters
Analysis and Reporting
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Balanced Q-Card
The Balanced Q-Card (BQC) is an Add-On module to
other GOA modules. With the BQC you can use
improvement suggestions (IS) which have been
gathered through surveys and assessments for a
more detailed analysis.
Query group Assessment
Assessment Group IS
Surveydata base
GOA
Interviews Assessment Projects
Suggestions
weighing
Internet Server
List of weighed suggestions
Weighing of criteria and assessment levels.
The first step is the ranking of the IS. When you
are developing your action plan you can include a
single process owner or all employees.
70
The BQC can not be stated by itself, but as an
added feature to any survey or assessment module.
Click here
Depending on the BQC version you have licensed
you are offered a selection menu or get the
improvement suggestions list from the active
module immediately.
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The automatically loaded improvement suggestions
are shown in a list. You can select and change
each of them....
Click here
...with clicking on the suggestion you can move
it into the bottom window and change it.
When gathering improvement suggestions please
keep in mind that normally, everybody else that
is affected by this list will not have the
possibility to see the greater context of the
suggestion. All suggestions should be rephrased
so that they are self-explanatory.
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• In addition to improvement suggestions
  themselves, the main window informs you of
• The origin of the suggestion from surveys and
  questions
• How many ratings there are for the suggestion
• The category selected for each suggestion

Categories can be defined freely and will help
sort and cluster big lists of ideas for easier
handling.
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After having rephrased the suggestion you can add
it to the list as a new entry by using the
buttons on the bottom of the window.
Click here
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Another feature of the BQC is that there is the
possibility to include new ideas and suggestions
directly in the BQC without gathering these from
a survey.
Click here
Click here
The new idea will be added to the catalogue of
suggestions by clicking on the Save-button. It
can be kept there until it is discussed and
decided on.
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All BQC versions offer the below shown rating
window with the scorecard interface.
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You can add an Improvement Suggestion (IS) to the
assessment field by clicking on it...
Click here ...
...and drag the red triangle in order to give
points for each category.
The given points can be commented on or you can
give further information you think important.
77
If you want to conduct a team assessment via
Inter-/Intranet an assistant will guide you.
Details on this function can be found in the
Distribute Questionnaires chapter.
Generates an HTML-Version
78
With the team assessment via Inter-/Intranet you
will see a HTML-Document after clicking on one of
the listed IS. In this document there is a
separate window where you can rate and comment
the IS.
After adding your comments you will send the
assessment back to the Web server by clicking on
the Send button.
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Additionally, you can weigh the dimensions in the
Balanced Q-Card Rating-menu.
Click here
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Separately from the Assessment of the single IS
you can adjust global weighings which mirror the
policy and strategy of the organisation.
Use alternative multiplication values.
Weighing of dimensions within scale.
To change dimension names click on dimension and
overwrite.
You have the possibility to rename the dimensions
according to your companys needs and values in
the dimension scales.
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If the IS have been gathered in the context of a
self-assessment for example according to the EFQM
Model of Excellence or the Fit for top
performance-concept you can change the weighing
of the criteria to your companys needs.
Use alternative multiplication values.
Weighing of dimensions within scale.
Please notice that this does NOT change the
results of the self-assessment but affects only
the prioritisation of the IS.
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The automatically generated Top-Ten list allows
you to get an initial quick overview of the
priorities of the improvement actions. A click on
the cake diagram symbol shows you the details of
the priorisation.
An action plan can be designed matching the
priorities of the IS.
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Planning of Improvement Actions
For the planning of improvement activities, the
BQC provides an overview of the values VVs for
use.
The colours show the status of implementation.
Clicking on an action will open the editing mode.
84
More details, such as the process owner, team
members, project members, mile stones, incidents,
start and end date, status or comments can be
added to each action. Additional tables allow a
content and learning oriented planning and
monitoring of the individual actions. The
structure for this is based on the validation
requirements for Committed to Excellence.
Selection of action details, results or incidents
to report
Start and End date are taken from the calendar.
Notepad for comments.
85
The BQC offers extensive report functions which
can generate MS-Word documents as well as HTML
files. The first overview is offered by the Top
Ten List.
Click here to start Report Selection Menu
86
You can choose which details should be displayed
and in which depth the calculation of the
prioritisation should be shown and visualised
Selection of different report formats.
Selction of report details
Selection of in-depth of details
87
Further Information and Details can be found in
the Online-Help Section of the respective Module.
Please close by pressing ESC.