Malcom Baldrige project overview

Malcom Baldrige project overview

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  Project Overview The assessmentis an adaption of the Baldrige Excellence Framework and looks to answer the following question in seven key areas. Is your company in a position to build or maintain a sustainable competitive advantage through a strategic pursuit of quality in six key areas? In each key area, strengths, opportunities for improvement, proposed corrective actions are identified and discussed. Project Outline The following document details the organizational assessment plan. It provides an overview of the seven benchmarks that comprise the assessment. It also includes what information will need to be provided. Section 1 - Organization Profile and Leadership A senior leader (or more than one) will be identified. Information discussed and analyzed includes the leader’s background, personality, leadership and management styles. Business Profile includes • Business model • Mission • Long-term objectives • Product offerings • Key markets or market segments • Competitive position • Workforce size • Assets Questions: • What is the history of the company? • How many employees? Organizational structure? • What are your key product offerings and services? What is the relative importance of each to your success? Helpful information: • Organizational chart • List of product offerings and key services • Competitive information • List of assets Leadership Profile includes • Leader(s) background • Leader(s) character and personality • Leadership style • Management style Questions: • Which leader or leaders will be profiled? • For each person:
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  o Describe yourcharacter and personality. What are some examples? o Describe your leadership style. What are some examples? o Describe your management style. What are some examples? Helpful information: • Resume/LinkedIn profile Section 2 - Strategy This section assesses the strategic planning process. This includes a discussion on how innovation is stimulated, the core competencies of the company as well the company’s competitive advantage. The company’s vision, mission and values are also explored. Strategic planning process and innovation Questions: • What does your strategic planning process look like? What are the key steps in this process? What does your strategic plan address and what is the time frame? • How does your strategic process stimulate and incorporate innovation? Helpful information: • Copy of the strategic plan • Examples/samples of innovation Vision, Mission, Values, and Long-Term Objectives Questions: • What are your vision, mission, values, and long-term objectives? • How do these elements aid your strategic planning process and help maintain a sustainable competitive advantage? Helpful information: • Copy of vision, mission, values, and long-term objectives Core Competencies and Competitive Advantage Questions: • What do you think your core competencies are? • How do you use your core competencies to differentiate your business in the marketplace? Helpful Information: • Information your team uses to differentiate your business from competitors • List of competitors
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  Section 3 -Customer-centricity Customer service will be evaluated. This section will look at how the company listens to customers, interacts with them and how this information is used to improve customer satisfaction. Customer Listening Questions: • How do you listen to, interact with, and observe customers to obtain actionable information? Helpful Information: • Documentation of any formalized listening process. • Examples of how learnings have been used in improve process or add a new service. Section 4 - Operational Performance/Knowledge Management Here, performance measurements will be examined. This includes looking at key metrics and benchmarks the company uses and how this information is used to improve strategy planning and business practices. Performance Measurement and Analysis Questions: • What key metrics or benchmarks do you track? How do you use this information to make or influence business decisions? • Why are these metrics important to your company? • How often do you review these metrics? • How do you use this information to make decisions about the company’s organizational health, marketplace competitiveness, financial strength and progress on strategic objectives? • What system(s) do you have in place to be able to respond to rapid market place changes? Helpful Information: • Samples of the metrics • Examples of how the metrics have been used • Examples of times rapid response to marketplace changes has been needed. Performance Review Questions: • How do you identify and implement best practices, innovation and continuous improvement across the company? Helpful Information: • Examples of best practices, innovation and continuous improvement that have been implemented
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  Section 5 -Workforce Management This section looks at employees and the workplace environment. Concepts that are explored include how does your company build a supportive and effective workforce environment, how does the company determine workplace capability and capacity as well as how employees are kept engaged. Workforce Environment Questions: • How do you build a supportive and effective work environment? • How do you organize and manage your employees? • How do you assess your employee’s capabilities? • How do you make sure your current future employee capabilities are in line with future needs? • What are your recruitment, hiring, and onboarding processes? Helpful Information: • Copies of any policies or procedures related to the workforce environment. Workforce Development Questions: • How do you support the professional growth needs of your employees, managers, and leaders? • How does this align with future needs of your company? Helpful Information: • Examples professional opportunities that have been made available to employees Section 6 - Operations Management Questions surrounding work process and process management are addressed in this section. Operational effectiveness is also addressed. This includes supply chain management and operational expenses. Work Processes and Process Management Questions: • How do you design, manage, and improve your key products and work processes? • How do you improve your processes to improve products and performances, enhance core competencies, and reduce variability? Helpful Information: • Any documentation of process improvements
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  Operational Effectiveness Questions: • Howdoes your company ensure effective management of your company? • How do you manage your supply chain? • How do you manage the overall costs of your operations? Helpful Information: • Operational information to provide insight into supply change management, cost containment Section 7 – Marketplace and Financial Performance and Results This section will examine marketplace and financial performance. The marketplace analysis will look at your performance and customer satisfaction. The financial analysis will review your financial results. Marketplace Performance and Results Questions: • How do you define your marketplace? • How is your company doing in the defined marketplace? • How satisfied and/or dissatisfied do you think your customers are? Helpful Information: • Marketplace definitions • Marketplace metrics • Anecdotes of customer satisfaction or dissatisfaction Financial Performance and Results Questions: • What are your financial goals? • How are these goals determined? • What metrics do you monitor to make sure you are on track to meet your goals? Helpful Information: • Income statement for three years • Balance sheet for three years • Statement of cash flows for three years