TNCPE Level 1 Assessment

The first step on a journey to Excellence

Oct. 9, 2012

Just 3 Questions…

1. Is your organization doing as well as it could?

2. How do you know?3. What – and how – should your

organization change to get better results?

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Baldrige Performance Excellence Program

• Established by Congress in 1987• Designed to improve the competitiveness

of U.S. business (expanded in 1998 & 2005)

• Identifies role-model organizations• Internationally recognized and

emulated • Management based on “asking

really good questions”• National resource Mac Baldrige

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Why “Baldrige”?

“As soon as you become a Baldrige-based organization, it will cost you less to run your business, and your outcomes will be better.”

Rulon F. Stacey, President & CEOPoudre Valley Health System2008 Baldrige Award Winner

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Why TNCPE?

• “Easy way in” to Baldrige– Receive valuable feedback as an

applicant– Train internal experts through the Board

of Examiners– Learn best practices as a member

• Focus on effectiveness and efficiency • Streamline processes, meet

customer needs, and improve the bottom line 6

Stair Steps to ExcellenceLevel 4

Level 3 Excellence

Level 2 Achievement

Level 1 Commitment

Interest

Org Profile Yes Yes Yes Yes

ApplicationFocus

OrgProfile

Basic Item requirements

Overall Item requirements

Multiple Item requirements

Max Length 5 pages 5 + 15 pages 5 + 35 pages 5 + 50 pages

Site Visit ½ Day 1 Day 2 Days 3 Days

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Back to Basics

1. What is your organization’s mission?Why does your organization exist? What are you trying to accomplish?

2. What is its vision?Where are you headed?

3. What are its values?What are your guiding principles?

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TNCPE Culture

Mission To drive organizational excellence in Tennessee

Vision To be the partner of choice in leading Tennessee organizations to world-class performance excellence. Together…building a state of excellence!

Values Customer Focus

Integrity

Respect

Collaboration

Leadership

Excellence

Continuous Improvement

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Alice: “Which way should I go?”

Cat: “That depends on where you are going.”

Alice: “I don’t know where I’m going!”

Cat: “Then it doesn’t matter which way you go!”

Alice in WonderlandLewis Carroll, 1872

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Reacting to Problems

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Aligned Approaches

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Excellent Organizations

“Organizations that enjoy enduring success have core values and a core purpose that remain fixed

while their business strategies and practices endlessly adapt to a changing world”

– They have a clear picture of what they are trying to create

– They are excited and clear about their basic purpose

– They share a common set of values

– The values, mission and vision form the core of their identity Sources: Collins, James C. And Porras, Jerry I. “Building Your Company’s

Vision.” Harvard Business Review (September-October 1996, pages 65-77).

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What do your customers want/need?

Key CustomersGroups of people or organizations that buy your products or services

Key RequirementsWhat customers want or need from your products/services; the factors your customers use to decide whether to “buy” from you or your competitors

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Level 1: Two Ways to Participate• Standard Organizational Profile

– pages 4-6 in the Criteria• Simplified Organizational Profile

– page 83 in the Criteria

Maximum: 5 pages

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Step 1Conduct self-assessment

Step 2Submit application to TNCPE

Step 3Examiner review & site visit

Receive Feedback ReportStrengths and OFIs

Judging

Level 1 Evaluation Process

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2009 2010 2011

Interest Recipients

(Level 1)

• Appalachian Animal Hospital

• The College of Business, Lipscomb

• College of Business Administration, Belmont

• Cumberland County-Crossville

• Gibson County• Lauderdale County• Laurel Manor Health

Care• La-Z-Boy Tennessee• Livingston-Overton

County• Madison County Adult

Education• Mayfield Rehabilitation

& Special Care Ctr.• McNairy Regional

Alliance• Sumner County• Wayne County

• Alternative Service Concepts

• Claiborne County Adult Education

• Manor House of Dover

• NHC Healthcare Pulaski

• NHC Place Cool Springs

• NorthCrest Medical Center

• Roan Scholars Leadership Program

• Robertson County Adult Education

• Snyder Signs

• TRICOR

• Williamson County Adult Education

• YWCA of Middle TN GED Prep Services

• Bedford County JECDB

• Briarcliff Health Care Center

• City of Germantown

• Claris Networks

• NHC Scott Healthcare

• Tennessee Dept. of Children’s Services

• UT–Center for Industrial Services

• UT–County Technical Assistance Service

• UT–Law Enforcement Innovation Center

• UT–Municipal Technical Advisory Service

• UT–Naifeh Leadership Center

• US Ball & Roller Division

Applicants & Examiners

2007 2008 2009 2010 2011 2012 YTD0

50

100

150

200

250

169177

147 150

175

195

7484 82 80 76

89

3420 26 26

35 37

# of examiners# of examiner orgs.# of applicants

Keys to Success

• Leadership Commitment– Make it about improving your business – not “Baldrige”

or winning an award– Leaders get the behaviors they exhibit and reward

• Systems Perspective– Managing your whole organization, as well as its

components, to achieve success– Working ON your organization vs. working IN your

organization• Focus on Results

– What gets measured gets done– What gets charted gets improved

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TNCPE Board of Directors Dr. Joe Alexander, Associate DeanBelmont University

Tony Benton, Vice PresidentMountain States Health Alliance

Dr. Richard Brown, Vice ChancellorUniversity of Tennessee at Chattanooga

Manuel Benegas, AdministratorVanderbilt University Medical Center

Dr. David Black, PresidentAegis Sciences Corp.

Dr. John Dreyzehner, CommissionerTennessee Dept. of Health

Jim Duensing, Executive Vice President & CFOCaterpillar Financial Services

Dr. Linda Garceau, DeanEast Tennessee State Univ.

Louis Gump, CEOImpact Management

Dr. Mary Jinks, Vice PresidentUniversity of Tennessee

Lewis Lavine, PresidentCenter for Nonprofit Management

Terri McGuire, Senior Vice PresidentFirst Tennessee

Dr. Mark Montoney, Executive VP & CMOVanguard Health Systems

Jean Rush, President and CEOKentucky Spirit Health Plan (Centene)

George Strodtbeck III, Ex Dir. Quality & COSCummins Inc.

Van Wardlaw, EVP Customer RelationsTennessee Valley Authority

Greg York, Director of OperationsMarvin Windows and Doors

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To Learn More (www.TNCPE.org)

• Application Workshop‒ Nov. 7, 2012 (Nashville)

• Excellence in Tennessee Conference‒ Feb. 19 and 20, 2013 (Franklin)

• Speakers’ Bureau:

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Katie Rawls, President &CEOTennessee Center for Performance Excellence

2525 Perimeter Place Drive, Suite 122Nashville, Tennessee 37214

Phone: 615-889-8323or 800-453-6474

E-mail:contact@tncpe.org

Please visit our website at www.tncpe.org

For more Information