1. Baldrige Foundation – Thailand Quality Assessor
Workshop
2010
Welcome to Day 2!

2. Baldrige Foundation – Thailand Quality Assessor
Workshop
2010
Day 2 Key Outcomes and
Learning
Consensus Review Process Items and
Results Items
Key Factors
Key Themes: Process Items
Enterprise of the Future
Ethical Energizers
Site Visit Do’s and Don’ts
Mentoring Skills

3. Baldrige National Quality Program 2009
6/2/2010

4. Baldrige Foundation – Thailand Quality Assessor
Workshop
2010
Planning
Consensus Review

5. Baldrige National Quality Program 2009
6/2/2010

6. Baldrige Foundation – Thailand Quality Assessor
Workshop
2010
Your Role During Consensus Review
Getting Started
Draft
Consensus Review
Worksheets
Participate
in Consensus
Present during
the Consensus,
Only as Needed
Finish, after the
Consensus

7. Baldrige Foundation – Thailand Quality Assessor
Workshop
2010
Consensus Feedback
Team MembersItem Lead
v2fg

8. Baldrige Foundation – Thailand Quality Assessor
Workshop
2010
What Is Consensus?
agreement
synergy
feedback
discussion
collaboration
support
change
Can you support and live with the decision?

9. Baldrige Foundation – Thailand Quality Assessor
Workshop
2010
Exercise - Item Assignments
Examiner Category/Item Lead Backup Other
Examiner #1
Team Leader
Assign Items ? Items, 7.1
Examiner #2 Assign Items ? Items, 7.4
Examiner #3 Assign Items ? Items, 7.5
Examiner #4 Assign Items ? Items, 7.2
Examiner #5 Assign Items ? Items, 7.3
Examiner #6 Assign Items ? Items, 7.6
Key
Themes,
Criteria Cop
What
Examiner
Does Key
Themes and
is Criteria
Cop ?
Assign – Back-Up Leader

10. Baldrige Foundation – Thailand Quality Assessor
Workshop
2010
Item Assignments
Examiner Category/Item Lead Backup Other
Examiner #1 Items 1.1, 1.2, 7.6 Items 6.1, 6.2, 7.1
Examiner #2 Items 2.1, 2.2, 7.3
Items 5.1, 5.2, 7.4
Examiner #3 Items 3.1, 3.2, 7.2 Items 4.1, 4.2, 7.5
Examiner #4 Items 4.1, 4.2, 7.5
Items 3.1, 3.2, 7.2
Examiner #5 Items 5.1, 5.2, 7.4 Items 2.1, 2.2, 7.3
Examiner #6 Items 6.1, 6.2, 7.1 Items 1.1, 1.2, 7.6
Key
Themes
(6)
Criteria
Cop
(2)

11. Baldrige Foundation – Thailand Quality Assessor
Workshop
2010
Assessment Considerations
The Enterprise of the Future

12. Baldrige Foundation – Thailand Quality Assessor
Workshop
2010
Competitiveness:
The Enterprise of the Future
IBM 2008 Global CEO Study
More Than 1,000 CEOs
“The consumer’s concept of quality will no longer
be measured by only the physical attributes of the
product (Cu)—it will extend to the process of how
the product is made (Co), including product
safety, environmental compliance, and social
responsibility compliance (Su).”
Victor Fung, Chairman
Li & Fung (Hong Kong)

13. Baldrige Foundation – Thailand Quality Assessor
Workshop
2010
Competitiveness: The Enterprise of the
Future (IBM study, continued)
The Future Enterprise Is . . .
Hungry for Change (Co)
— Capable of Changing Quickly
— Shapes Trends
Innovative beyond Customer’s Imagination (Cu, Su)
— Surpasses Expectations of Demanding
Customers
— Collaborative Relationships and Innovations That
Make Company and Customers More Successful
Globally Integrated (Co, Su)
— Strategically Designed to Access Capabilities Wherever
They Reside

14. Baldrige Foundation – Thailand Quality Assessor
Workshop
2010
Competitiveness: The Enterprise
of the Future (IBM study, continued)
Disruptive by Nature (Co, Su)
— Radically Challenges Its Business Model
— Shifts the Basis of Competition Again
and Again
Genuine, Not Generous (Su)
— Genuine Concern for Society in All Actions
and Decisions

15. Baldrige Foundation – Thailand Quality Assessor
Workshop
2010
Core Competencies
Core Competencies
Sustainability
Strategy
2
Partnerships and
Collaborations
3
Outsourcing
Work
Systems
1
4
5

16. Baldrige Foundation – Thailand Quality Assessor
Workshop
2010
? ?
?
Questions ?
?
? ?
?
?
Thanks!

17. Baldrige Foundation – Thailand Quality Assessor
Workshop
2010
Key Themes: First Look

18. Baldrige Foundation – Thailand Quality Assessor
Workshop
2010
Questions to Consider
l What is a key theme?
l What do we look for as we analyze the
application?

19. Baldrige Foundation – Thailand Quality Assessor
Workshop
2010
Key Theme
A key theme is a perception or
observation that recurs
throughout the scorebook, across
processes and results, reflecting
major strengths, opportunities, or
vulnerabilities.

20. Baldrige Foundation – Thailand Quality Assessor
Workshop
2010
What Is a Key Theme?
A high-level strength or opportunity for
improvement that
– Is common (cross-cutting) to more than
one Item/Category and/or
– Is significant in terms of the applicant’s
key factors and/or
– Addresses a Core Value of the Criteria

21. Baldrige Foundation – Thailand Quality Assessor
Workshop
2010
Steps in Developing Key Themes
1. Capture initial impressions.
2. Conduct the Item-level evaluation.
3. Finalize the key themes.

22. Baldrige Foundation – Thailand Quality Assessor
Workshop
2010
Key Theme Features
Key themes…..
l are comments addressing high-level strengths or opportunities for improvement
l are significant in terms of the applicant’s key factors
l are often common to more than one Item/Category (cross-cutting) or address an
issue of particular significance in one Item (often found in a comment that is
bolded)
l must be traceable to comments found in the Item Worksheets
l may address a Core Value of the Criteria
l summarize how well an applicant has addressed the Criteria requirements
l serve as an executive summary

23. Baldrige Foundation – Thailand Quality Assessor
Workshop
2010
What to Ask in Identifying Key Themes
For the “a” and “b” key themes, which are related to
Process Items, the ADLI evaluation factors are a good
starting point. Asking the following questions will help
identify the key themes:
1. Which approaches are sound and systematic (or not)?
2. What approaches are well deployed throughout the organization
(or not)?
3. Are there areas of strength or opportunity related to
organizational learning?
4. Where is there strong linkage between and among processes?
What areas are poorly aligned? In a more mature applicant, what
areas exhibit or lack integration?

24. Baldrige Foundation – Thailand Quality Assessor
Workshop
2010
What to Ask in Identifying Key Themes
For the “c” and “d” key themes, which are related to Results
Items, asking the following questions related to the LeTCI
evaluation factors is a good starting point for determining
commonality or themes:
1. Are results trending consistently either up or down? If results are tracked over time,
are they sustained?
2. How do results compare to competitors or best-in-class organizations? Are adequate
comparisons provided?
3. To what extent are results segmented to reflect important customer and stakeholder,
product, program, offering and service, market, process, and action plan
performance requirements identified in the Organizational Profile and in Process
Items? Are valid indicators of future performance included?

25. Baldrige Foundation – Thailand Quality Assessor
Workshop
2010
Key Theme Features
1. Do you see any role-model processes or
results?
2. Core Values also may serve as a source
for key themes when examples can be
identified from Item comments.
3. Are Core Values for the sector (e.g.,
visionary leadership, management by fact)
reflected in the Item comments?

26. Baldrige Foundation – Thailand Quality Assessor
Workshop
2010
Example of Key Themes
The applicant creates an environment for organizational and staff learning
through the creation of an annual workforce development plan that serves as a
key input to the Strategic Planning Process and drives the development of the
organization’s annual training and education plan. Other means used to develop
and maintain a learning environment include the use of the Plan, Do, Check, Act
(PDCA) process and OASIS design and improvement models. The models
include systematic benchmarking and identification of best practices, the
development of annual Individual Development Plans (IDPs) for all staff and
volunteers, and the offer of multiple educational benefits, such as Work to Learn,
tuition reimbursement, and scholarships for staff and their children. In addition,
AF participates in multiple national, state, and local associations to gather and
share best practices and learning.

27. Baldrige Foundation – Thailand Quality Assessor
Workshop
2010
Key Theme Diagnosis Activity
Step Time
1. As a triad, review the Key Themes assigned and identify
the core values, and role model process elements
contained within the key theme comment and determine
whether there are any problems with the key theme as
written. Ask
a. Is anything wrong?
b. Are approaches identified sound and systematic?
c. Is deployment signified and is it throughout the organization
(or not)?
d. Are there areas of strength or opportunity related to
organizational learning?
e. Was is there strong linkage between and among
processes?
Hint: Use the Core Values and Concepts in the Criteria as
tools.
5 min.
2. Review some of your triad’s findings. 10 min.

28. Baldrige Foundation – Thailand Quality Assessor
Workshop
2010
Example of Key Themes
This is a key theme because it…..
l goes beyond one Area to Address, Item, or Category
l describes various systematic processes that are
important to the organization’s performance
l is well deployed throughout the organization
l is integrated (in harmony across the organization)
l is linked to a Core Value—organizational and personal
learning

29. Baldrige Foundation – Thailand Quality Assessor
Workshop
2010
Key Factors: First Look

30. Baldrige Foundation – Thailand Quality Assessor
Workshop
2010
What Is a Key Factor?
Definition
Key factors are significant attributes of an
organization that influence the way the
organization operates. Examiners will use key
factors to focus their assessment on what is
important to the applicant.

31. Baldrige Foundation – Thailand Quality Assessor
Workshop
2010
Key Factors–Customers
Examiners use key factors to
1. Provide more accurate and meaningful feedback to the
applicant and understand the Criteria areas of greatest
importance to the applicant
2. Begin to understand the key points to investigate during the
Consensus Review and Site Visit Review phases of the Award
process

32. Baldrige Foundation – Thailand Quality Assessor
Workshop
2010
What Is a Key Factor?
Definition Key factors are significant attributes of an organization that influence the way
the organization operates. Examiners will use key factors to focus their
assessment on what is important to the applicant.
Customers Examiners use key factors to
• provide more accurate and meaningful feedback to the applicant
• understand the Criteria areas of greatest importance to the applicant
• begin to understand the key points to investigate during the Consensus Review
and Site Visit Review phases of the Award process
Judges use key factors to
• quickly acquaint themselves with the applicant
• focus on what is most important

33. Baldrige Foundation – Thailand Quality Assessor
Workshop
2010
What Is a Key Factor?
Examples • Mission, vision, and values
• Employee/staff profile
• Customer and market segments and customer requirements
• Competitive position and critical success factors
• Strategic challenges
• Governance structure
These are all key factors because they are facts or attributes that affect the way
the organization operates.
Non-
examples
• Complaint management process
• Strategic planning approach

34. Baldrige Foundation – Thailand Quality Assessor
Workshop
2010Baldrige National Quality Program
“In-Sites” on Site Visit

35. Baldrige Foundation – Thailand Quality Assessor
Workshop
2010

36. Baldrige Foundation – Thailand Quality Assessor
Workshop
2010
Your Challenge
Your challenge is to come away with a better
understanding of what the site visit experience is
like, including both the planning phase and the
week on travel.
Activity Setup
1.Identify a timekeeper and interviewer for each question.
2.Using a round-robin, returning and new Examiners take turns
asking the experts at their table the questions provided.

37. Baldrige Foundation – Thailand Quality Assessor
Workshop
2010

38. Baldrige Foundation – Thailand Quality Assessor
Workshop
2010Baldrige National Quality Program
Principles of Ethical Conduct

39. Baldrige Foundation – Thailand Quality Assessor
Workshop
2010
Code of Ethical Conduct
Key Principles
1. Protect the Integrity of the Award Process.
2. Exhibit Professional Conduct at All Times.
3. Protect the Promise of Confidentiality.
4. Protect the Program’s Intellectual Property.

40. Baldrige Foundation – Thailand Quality Assessor
Workshop
2010
Ethical Situation #1
The product development cycle of the application I am reviewing is difficult
to understand. It is only 6 months long! And the cycle time for the
manufacturing process itself is supposedly 32 hours with 100% inspection.
My organization takes twice as long with only random sampling! I think I
should contact a friend of mine who is an expert on Lean manufacturing.
She has studied some of the best organizations, and perhaps she can
help me understand if this is really possible. I figure if she says that this
just isn’t doable, then I may just call the Official Contact Point to get clarity
and perhaps let him know my concerns. What do you think?

41. Baldrige Foundation – Thailand Quality Assessor
Workshop
2010
Response: Ethical Situation
Do NOT contact the OPC
Safeguard the confidences of all parties
involved in the judging or examination of
applicants.
Do not disclose information that may in any
way influence the Award integrity or
process, currently or in the future.

42. Baldrige Foundation – Thailand Quality Assessor
Workshop
2010
Ethical Situation #2
I received a mailing from someone who claims to have been a
Baldrige Examiner for five years. For only $500, we can attend
his one-day seminar, “How to Win the Baldrige Award.” His
brochure promises ten secrets for winning. Because his approach
to winning the Baldrige Award is so successful, he says that he
has been given permission to use the MBNQA logo on his
publications. He guarantees that our organization will receive at
least a site visit, and the brochure implies that he has terrific
connections. I definitely think we should sign up, don’t you?

43. Baldrige Foundation – Thailand Quality Assessor
Workshop
2010
Response: Ethical Situation
Beware of false prophets! Don’t Sign Anything
No One has the authority to use the
Baldrige Logo other than Award Recipients.
There are no guarantees
Inside contacts do not exist

44. Baldrige Foundation – Thailand Quality Assessor
Workshop
2010
Your Challenge: Ethics Energizer
A first-year Examiner, Aileen, receives a list of
her Examiner team members at the start of the
Award cycle.
A colleague in her organization,
Joe, is also an Examiner and
has several years of experience.
She decides to talk with Joe to
learn some tips for success.

45. Baldrige Foundation – Thailand Quality Assessor
Workshop
2010
Your Challenge: Ethics Energizer
As Aileen talks with Joe, she
mentions, “I just got the list of my
Examiner team members. Since you
have more experience, I thought you
might know some of these folks. My
Team Leader is Laurie Smith. Maybe
you’ve met her?”
What is the ethical issue in play? What actions
should the Examiners take at this point?

46. Baldrige Foundation – Thailand Quality Assessor
Workshop
2010
Response: Ethics Energizer
Do NOT continue the conversation.
Safeguard the confidences of all parties
involved in the judging or examination of
applicants.
Do not disclose information that may in any
way influence the Award integrity or
process, currently or in the future.

47. Baldrige Foundation – Thailand Quality Assessor
Workshop
2010
MENTORINGMENTORING COMPETENCIESCOMPETENCIES

48. Baldrige Foundation – Thailand Quality Assessor
Workshop
2010
Mentoring UniversalsMentoring Universals
l Poor mentoring can be worse than NO mentoring
l Mentoring is teachable – I will try to model a mentoring
approach in a group setting
l Mentoring begins with the
NEEDS of the mentee
l Allow mentees to manage the mentoring process
l Remember mentees can become good mentors by
transfer of skill, knowledge, and attitudes of the mentor

49. Baldrige Foundation – Thailand Quality Assessor
Workshop
2010
Mentoring occurs over
multiple, planned interactions
using a variety of contact methods - such as in person, or via the
telephone or the Internet
Mentoring relationships can be
formal or informal
are individual-focused
and may employ a variety of different 'roles'
Mentoring goals are designed to
improve individual productivity or achievement
through building on the existing skills and knowledge of the less
experienced person
Mentor/Coach’s Relationships

50. Baldrige Foundation – Thailand Quality Assessor
Workshop
2010Baldrige National Quality Program
What have we learned?
Day 2 Wrap-Up

51. Baldrige Foundation – Thailand Quality Assessor
Workshop
2010
Day 2 Key Outcomes and
Learning
Consensus Review Process Items and
Results Items
Key Factors
Key Themes: Process Items
Enterprise of the Future
Ethical Energizers
Site Visit Do’s and Don’ts
Mentoring Skills

52. Baldrige Foundation – Thailand Quality Assessor
Workshop
2010
Reflection
Take a few moments to reflect on your own personal
learnings and make a few notes on your next steps.
1. What have you learned regarding your strengths?
And your opportunities for development?
2. How will you address your opportunities for
development?

53. Baldrige Foundation – Thailand Quality Assessor
Workshop
2010
Observe what other assessors do and begin to
build your own “best practices”
Generate a network of friends
Be humble – if you “think” that you know
everything then you probably don’t
Learn and GrowLearn and Grow

54. Baldrige Foundation – Thailand Quality Assessor
Workshop
2010
Thank You
For All That
You Do!