Jackie R. Beede
Bruce R. Beede
2010 Baldrige Application Worksheets
Category 6 – Process Management
Note: The intent of this document is to guide my interviews with an applicant to gather information to help them develop
their application. Often, additional information is gathered based in response to the question itself. This tool is not
intended as an assessment guide, nor is it assured to address all required information.
Category 6 – Process Management
I. Work Systems
1. Briefly describe to me your overall philosophy or approach to process management. Tie it back to your mission,
vision, values if possible. This is just to get an opening paragraph to focus the reader.
A. Work Systems Design
First of all, lets define the difference between work systems and work processes. A work system is a grouping of
processes that, when put together, accomplish a significant facet of your work – either education related or
support or business systems. But it should be related to your core competencies. The work systems coordinate
the required resources (internal and external) to develop, produce, and deliver programs, offerings and
services.
1. Design and Innovate Work Systems
a. Do you have a systematic approach to identify the required work systems and then to design them and
innovate them? If you have it, can you show a picture of it here?
b. Tell me how you decide which processes are the most important to your organization’s success – called key
Work Processes – and which are not. How do you decide which processes to outsource? (Hint – if they are
related to one of your core competencies you probably make it key and don’t outsource it.)
2. Relate to Core Competencies
a. Later in this document you will list your key processes, their requirements, their measures and inputs. Also
included is a column for you to show which of your core competencies the work process supports. If you use
that table then just refer to it from here. Otherwise, outline which key processes are directly related to which
core competencies.
b. Show me which work system is related to which core competencies.
B. Key Work Processes
1. Key Work Processes
a. Try to fill out the following table to answer several of the questions in this section. Otherwise, tell me what
your key work processes are and which work system they are a part of.
Work SYSTEM
Work Process
Requirements
Measures
E.g., Student
Outreach
- Effective
- # of new students
Input from
Stakeholders
Students give
This tool and all information contained within this document is the sole property of Accelerated Improvement Mentoring,
Incorporated (AIM, Inc.) and may not be shared or used without the express written consent of Jackie Beede or Bruce Beede.
AIM, Inc.
20106734917
2664 Highway 18 W, Fayette, AL 35555
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Jackie R. Beede
Bruce R. Beede
acquisition
- Consistent Story
E.g., Student
acquisition
Counseling
- Effective
- Timely (wait time)
- Friendly
referred
- Student Sat – did we
meet your expectations
- # mistakes on forms
- Wait time
- Student Sat with
Counseling – friendly
requirements
High Schools give dates
and requirements
Request from students
State Board –
prerequisites
b. Tell me how these processes contribute to delivery of value to the student and/or stakeholder (e.g.,
Counseling probably contributes value by providing expertise in what the requirements are for various degree
plans)
c. Tell me how these processes contribute to delivery of student learning and success.
d. Tell me how these processes contribute to delivery of financial return.
e. Tell me how these processes contribute to organizational success.
f. Tell me how these processes contribute to organizational sustainability.
2. Work Process Requirements
a. What process do you use to determine the requirements of each work process using input from students and
stakeholders? (e.g., focus groups, advisory councils, state board input, survey, etc.)
b. What process do you use to determine the requirements of each work process using input from suppliers,
partners and collaborators? (e.g., annual meetings, salesperson input, etc.)
c. If you filled in the table above for work processes, you have already answered this question. Otherwise, tell
me what the process requirements are for each of the work processes.
d. In the key work processes, how do you prepare for the differences between students in their ability and styles
of learning.
e. How do you account for information that you receive about student segments in the design of your work
processes? (generally, this information comes into the design process as a requirement and is considered when
deciding the method for delivery of processes)
C. Emergency Readiness
This tool and all information contained within this document is the sole property of Accelerated Improvement Mentoring,
Incorporated (AIM, Inc.) and may not be shared or used without the express written consent of Jackie Beede or Bruce Beede.
AIM, Inc.
20106734917
2664 Highway 18 W, Fayette, AL 35555
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(205) 768-0023
Jackie R. Beede
Bruce R. Beede
a. Describe your emergency readiness plan. How does it work – what is the process? Also – be sure to
address how the system considers prevention of disasters. Address how the system considers management of
disasters. Address how the system considers continuity of operations during and after a disaster. Address how
the system considers recovery from a disaster.
II. Work Processes
A. Work Process Design
1. Design and Innovate Work Processes
a. What is your process to design new work processes? Do you have a similar process to innovate or highly
modify work processes? If you have a picture, put it here with a brief description.
b. How does your design process ensure that you address your key requirements of the process.
c. How do you identify and incorporate new technology into the design of processes?
d. How do you identify and incorporate organizational knowledge into the design of processes (part of this is
usually by including the people who do the work on the teams who are designing)?
e. How do you ensure that you design processes to include the need for agility when appropriate?
f. How does your design process ensure that you factor in cycle time as a consideration of the process.
g. How does your design process ensure that you factor in productivity as a consideration of the process.
h. How does your design process ensure that you factor in cost control as a consideration of the process.
i. How does your design process ensure that you factor in effectiveness factors as a consideration of the
process.
B. Work Process Management
1. Implement and Manage Work Processes
a. What approach do you use to implement and manage work processes to ensure that they meet design
requirements (often because it is the design team that implements, or an implementation plan was developed in
the design phase)
b. When you operate the designed work processes, how do assure that they meet key process requirements? It
is probably through the use of control measures where the limits of normal operation have been defined.
This tool and all information contained within this document is the sole property of Accelerated Improvement Mentoring,
Incorporated (AIM, Inc.) and may not be shared or used without the express written consent of Jackie Beede or Bruce Beede.
AIM, Inc.
20106734917
2664 Highway 18 W, Fayette, AL 35555
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(205) 768-0023
Jackie R. Beede
Bruce R. Beede
c. If you didn’t use the table in the previous section, describe how you receive and use input from various
stakeholders to manage and control your processes? If you used the table in the previous section then you have
identified these inputs and just need to describe how it is used to manage processes (something like, “input is
used to put specifications to the work process requirements). (Note – stakeholders are students, suppliers,
partners, collaborators, and other stakeholders)
d. If you used the table in the previous section then this question is answered. Otherwise, describe what the key
process measures are for each of your processes and describe what the key in-process measures are for
managing and controlling process performance.
2. Prevent Variability
a. How do you ensure that the process is implemented to be systematic in its performance so that you don’t
have variability in student learning, student success or student satisfaction?
b. How do you implement the processes to reduce the cost associated with inspections, tests and audits? Hint –
if you make the process systematic then there is less need for inspections and audits.
c. How do you implement the processes to prevent errors and rework?
C. Work Process Improvement
a. How do you identify processes, programs, offerings and services that can be improved? Include some form
of review of measures.
b. Once an opportunity for improvement is identified, how do you go about improving it? Do you have a
formal improvement methodology?
c. How do you share improvement lessons with other process groups that may benefit from the knowledge?
This tool and all information contained within this document is the sole property of Accelerated Improvement Mentoring,
Incorporated (AIM, Inc.) and may not be shared or used without the express written consent of Jackie Beede or Bruce Beede.
AIM, Inc.
20106734917
2664 Highway 18 W, Fayette, AL 35555
Page 4 of 4
(205) 768-0023