Palo Alto College
Baldrige 101
Employee Development Day – Sept. 29, 2010
What is the Malcolm Baldrige National
Quality Award?
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An assessment tool for understanding organizational strengths and
opportunities for improvement.
This assessment tool is comprised of seven criteria that focus an
organization to examine its integrated approach to organizational
performance management.
Through this examination, an organization embarks on a journey of
Continuous Improvement:
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Deploy a process
Evaluate that process
Implement identified improvements to that process
….this cycle is done CONTINUOUSLY!
Why Baldrige?
Performance excellence refers to an integrated
approach to organizational performance management
that results in:
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Delivery of ever-improving value to customers and
stakeholders, contributing to organizational
sustainability
Improvement of overall organizational effectiveness
and capabilities
Organizational and personal learning
Why Baldrige?
By doing Baldrige, we set ourselves on a course of
continuous improvement that benefits our
organization, our employees and our students!
What is the Baldrige Criteria?
The Baldrige performance excellence criteria is a
framework to improve overall performance.
Seven categories make up the award criteria:
Leadership—Examines how senior executives guide
the organization and how the organization
addresses its responsibilities to the public and
practices good citizenship.
What is the Baldrige Criteria?
Strategic planning—Examines how the organization
sets strategic directions and how it determines key
action plans.
Customer focus—Examines how the organization
determines requirements and expectations of
customers and markets; builds relationships with
customers; and acquires, satisfies, and retains
customers.
What is the Baldrige Criteria?
Measurement, analysis, and knowledge
management—Examines the management, effective
use, analysis, and improvement of data and
information to support key organization processes
and the organization’s performance management
system.
Workforce focus—Examines how the organization
enables its workforce to develop its full potential and
how the workforce is aligned with the organization’s
objectives.
What is the Baldrige Criteria?
Process management—Examines aspects of how key
production/delivery and support processes are designed,
managed, and improved.
Results—Examines the organization’s performance and
improvement in its key business areas: customer
satisfaction, financial and marketplace performance,
human resources, supplier and partner performance,
operational performance, and governance and social
responsibility. The category also examines how the
organization performs relative to competitors.
How did we get here?
Strategic Planning Retreat – Oct 2008
• Evaluation of processes
• Codified operational processes and procedures in
each area of the college
Texas Award for Performance Excellence - Spring 2009
• Submitted Engagement Level Texas Award for
Performance Excellence
• Feedback report – served as catalyst for evaluation
and improvement following year
How are we going to do this?
How are we going to do this?
Process
Date
Identify Category Leaders
Summer 2010
Draft Operational Profile
January 2011
Identify Personnel for “Key Processes” Interviews January 2011
Conduct “Key Processes” Interviews
(Baldrige Consultant)
February 2011
Draft Categories 1-6
March/April 2011
Submit Eligibility Certification Package
Early April 2011
Draft Results Category
April 2011
Final Draft Application Review
Late April 2011
Submit Final Application
Early May 2011
How are we going to do this?
Baldrige Category
Category Leader
1. Leadership
Dr. Ana M. Guzman, Sabrina Carey
2. Strategic Planning
Dr. Beatriz Joseph, Catherine Chapa
3. Customer Focus
Dr. Stacey Johnson, Dr. Mike Flores
4. Measurement & Analysis Dr. Beatriz Joseph, Catherine Chapa
5. Employee Focus
Sabrina Carey, Pat Stone
6. Process Management
Dr. Beatriz Joseph, Catherine Chapa,
Sabrina Carey
7. Results
Catherine Chapa, Sabrina Carey
How are we going to do this?
Everyone has a role in Baldrige!
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Baldrige Campaign
•Knowledge about Baldrige
•Knowledge about PAC
•organizational structure
•mission, vision and values
Baldrige Minute - reminders, notes and updates
Baldrige Continuous Improvement Cycle-we all will
be routinely evaluating our processes and identifying
opportunities for improvement and implementing
that improvement
Exercise Your Baldrige Muscle..
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Think about and discuss a process that you do in your
dept that pertains to one of the following of the criteria:
Leadership
Customer Focus
Employee Focus
Take notes:
· What do you do?
· How do you measure what you do?
· What do you do with what you learn?
Thanks.