Leadership
Baldrige Performance Excellence Program, Criteria for Performance Excellence
Item 1.1 - Senior Leadership: How Do Your Senior Leaders Lead?
Adam Ray
VP of Customer Support
What is Leadership?
• To “lead” means to “guide in direction, course or action”
• “Leadership” is just the process by which individuals or
groups of individuals “lead”
• Effective leadership consists of doing the right things at
the right time
Why is Leadership important?
• Without it, no direction for organization to follow and no
goals to be achieved
• Leadership is fundamentally important to success and
sustainability
• First Baldrige category, and of the process categories, it
is worth the most points
How do Senior Leaders lead?
Examples within the Leadership Steps
Set Direction
• Mission
Statement
• Strategic
Objectives
• Operational Goals
Create Plan
• Strategic Plans
• Action Plans
• Marketing Plans
Communicate
Learn and Improve
Measure Results
• State of the
Business
Meetings
• Performance
Improvement
System
• Company
Scorecard
Reviews
• Department
Knowledge
Sharing Meetings
• Performance
Reviews
• Department
Scorecard
Reviews
• Company Postings
• Process Reviews
• Monthly Financial
Statement
Reviews
Using the Leadership Steps – JFK & Moon Landing
Set Direction
Create Plan
Communicate
Learn and Improve
Measure Results
JFK in 1961: “I
believe that this
nation should
commit itself to
achieving the goal,
before this decade is
out, of landing a
man on the moon
and returning him
safely to the earth.”
Add plan to
Whitehouse
administration
priority list,
including annual
milestones; develop
a direct presidential
update mechanism
with NASA.
Communicate and
deploy plan through
address to congress
and nation,
speeches at major
universities and
events, and ongoing
communication with
NASA.
Learn through each
unsuccessful test
through root cause
identification and
prevention prior to
next test.
Man landed on
moon and returned
safely to Earth by
end of 1969.
Using the Leadership Steps – Improve Customer Satisfaction
Set Direction
Create Plan
Communicate
Learn and Improve
Measure Results
Improve Customer
Satisfaction from
93% to 95% in 2014
After determining
Customer Key
Requirement of
“Low-cost shipping”
is lowest performing
Customer
Satisfaction area,
create “Re-engineer
Shipping Charges”
Action Plan on 2014
Strategic Plan.
Communicate and
deploy plan
Strategic Plan
through State of the
Business Meetings,
Department
Knowledge Sharing
Meetings and
Company Postings.
During execution of
Action Plan, identify
and schedule related
ISO Corrective
Action Reports,
Opportunities for
Improvement and
Department Action
Plans.
Customer
Satisfaction of 95%
by end of 2014
Tips for Setting the Right Direction
Remember, effective leadership consists of doing the right
things at the right time. Here are a few tips that help
leaders determine the right direction:
• Have a deep understanding of who your Stakeholders
are, and what they require to be satisfied
• Have a great measurement system and review it
systematically
• Listen to and learn from your Stakeholders through
systematic feedback collection and review
• Conduct a SWOT Analysis regularly and benchmark
competitors/peers
Leadership
Questions?