OE21 B.1 Organization Results Assessment 

Strategic Objective:

Capture current and future assessments of total organization  results

Strategic Objective:

Quality Objective:

Helps get organization focused on results and assigns focus teams

Quality Objective:

Approved: DD-MMM-YY:

Approved by: (Name) Chair, Leadership Focus Team (LFT)

Responsibility:

Lead: Leadership Focus Team (LFT-IT)  Support: Other focus teams 

VALUE ADDED

  • It helps the leaders and managers of an organization to measure, analyze, and then improve organizational performance. 

  • Provides initial and future assessments of total organization performance;

  • Estimates low, average or high-performance organization results groups (in points and % scores) and displays it on the Results Excellence Dashboard 

  • Provides ~160 questions with ratings (1-5) and narrative improvement suggestions 

  • Sets the initial bar (target) for future improvement toward higher performance

  • Measures results in all Baldrige Excellence Framework Category 7 Results areas, including those listed in the P.3 Policy Guide

POLICY

Reference: Baldrige Excellence Framework Category 7 (Items 7.1 to 7.5)

The organization measures organizational performance and improvement in these key areas:

 

7.1 Product and Process Results; including product and service performance and customer service processes, process effectiveness and efficiency, emergency preparedness, and supply chain management results. (120 pts.)

7.2 Customer-Focused Results; including customer satisfaction and engagement performance results. (80 pts.)

7.3 Workforce-Focused Results; including workforce capability and capacity, workforce climate and satisfaction, workforce engagement and workforce development. (80 pts.)

7.4 Leadership Governance and Societal Responsibility Results; including senior leader’s communication and engagement with workforce and customers, senior leaders governance, legal and regulatory, ethical behavior, and results for societal responsibilities and support of key communities, and achievement of organization strategy and action plans (80 pts.)

7.5 Financial and Market Results; including financial and marketplace performance results. (90 pts.)

PROCESS

Figure B.1-1 Process Flow Diagram (Organization Results Assessment)

Figure B.1-2 Process Chart Instructions for B.1 Organization Performance Assessment

Inputs to LFT B.1 Organization Results Assessment

NOTICE: The Leadership Focus Team (LFT) is responsible for completion of this B.1 standard. The LFT senior leaders (CEO, President, CFO, CIO, and others) normally assign the implementation of this OE21 B.1 standard to the LFT-IT (senior IT person). 

The inputs to LFT B.1 Organization Results Assessment are:

  • Focus Team Members names and emails (LFT, CFT, OFT, and WFT)

  • (Option) Collaboration system, e.g. Microsoft Teams(R) or similar collaboration system

Measurement and Analysis Tools and Techniques

Measurement and Analysis Tools and Techniques

  • Survey export files from the surveys listed in Inputs to B.1 Organization Results Assessment

  • LFT_B.1_Results_Excellence_Dashboard (.xlsx) file with inputs (ratings and narrative suggestions or comments) from the Leadership, Customer, Operations and Workforce Assessment survey export files.  

Outputs from LFT P.3 Organization Results Assessment

Outputs from LFT B.1 Organization Results Assessment

Case Study

  • Read the B.1 Case Study

LFT B.1 Implementation Instructions

B.1 IMPLEMENTATION INSTRUCTIONS

Note: Implementation of B.1 is led by the LFT-IT and supported by the other focus teams (CFT, OFT and WFT). When complete, the B.1 outputs are reviewed and approved by the LFT (CEO, CFO, etc.)

Task B.1 Establish Focus Teams - In advance of the initial Organization Excellence Assessment, the organization establishes four focus teams. The LFT_B.1_Results_Excellence_Dashboard includes a tab named RAM (responsibility assignment matrix) which is used to help establish and staff the four OE21 Focus Teams:

 

  • Leadership Focus Team (LFT) - including the LFT-IT who implements B.1

  • Customer Focus Team (CFT)

  • Operations Focus Team (OFT)

  • Workforce Focus Team (WFT)

The following steps are used to create Focus Teams:

Step 1 - Retrieve a copy of your existing organization chart. 

Step 2 - From your Intranet Main page, open LFT_B.1_Results_Excellence_Dashboard (.xlsx) and then go to the tab named: RAM (responsibility assignment matrix).

 

Step 3 - Using the organization chart as a guide, input the correct list of organization manager titles into the RAM. On the same rows as organization manager titles, add the names and email addresses of managers, leaders or supervisors of people. Do not list the people (workers) who report to these managers; only the managers and leaders go into the RAM.

 

Note: You might pause and compare the number of managers/leaders to the number of workers in your organization. Most organizations in the USA average about 10 workers per manager (10:1 worker to manager ratios are common but not required).

Step 4 - Input an "X" in the RAM matrix, to assign each manager/leader to the appropriate OE21 Focus Team. Use the following guidelines to help assign leaders and managers to their Focus Teams.

Leadership Focus Team: These are senior leaders, directors or managers (e.g. CEO, CFO, CIO, COO, and the senior IT person who implements LFT standards). The Leadership Focus Team (LFT) Chair Person is accountable for Leadership Excellence results, including financial performance, marketplace performance, strategy alignment and accomplishment, leadership and social responsibilities and impact.

 

Customer Focus Team: These are managers of customer sales and relationships (e.g. VP Marketing, Manager of Sales, Manager of customer relations, etc.). The Customer Focus Team (CFT) Chair Person is accountable for Customer Excellence results, including customer engagement, satisfaction and value, key stakeholder's satisfaction and value, product and service performance (in the eyes of customers) and program outcomes.


Operations Focus Team: Top managers of Product and/or Service Design, Production, Delivery and Customer Support, Project Managers, Quality Managers, Risk Managers and other managers who manager these operations. The Operations Focus Team (OFT) Chair Person is accountable for Operations Excellence results, including process management, product and service design, production, delivery and support management, supplier/supply chain management, quality management, and risk management.

 

Workforce Focus Team: Comprised of Human Resources Manager(s), Work Unit managers and supervisors of employees. The Workforce Focus Team (WFT) Chair Person is accountable for Workforce Excellence results, including workforce satisfaction/engagement, workforce capability and capacity, workforce learning and development, and workforce performance outputs and rewards.

OE21 Facilitator: A person inside or outside (e.g. consultant) the organization that has completed OE21 Training and received their Certifications for both OE21 Training and OE21 Implementation. The OE21 Facilitator will coach the Focus Teams through their training and implementation projects. Once the organization's focus teams have completed their training and implementation, it is likely that the organization will select one or more of their managers to take over the future OE21 Facilitator role.

  • PROGRESS: You have reached Milestone 1 (good work). Input the status [24%] on the organization's OE21 Intranet Main page alongside the title of this standard.

Task B.1.2 Launch the four Organization Results Surveys - Use the organization's www.surveymethods.com account to launch the four Organization Results Surveys listed below. Email the links for each survey to all those who should respond. The ideal survey responders include all OE21 Focus Team members as well as those people whose role is a manager or senior executive.

  • LFT B.1 Leadership Excellence Results Assessment (survey)

  • LFT B.1 Workforce Excellence Results Assessment (survey)

  • LFT B.1 Customer Excellence Results Assessment (survey)

  • LFT B.1 Operations Excellence Results Assessment (survey)

Allow about three days for the survey responders to finish their survey inputs. Then use the organization's www.surveysystems.com account to close the four surveys.

  • PROGRESS: You have reached Milestone 2 (good work). Input the status [31%] on the organization's OE21 Intranet Main page alongside the title of this standard.

 

Task B.1.3 Export Survey Results - Use the organization's www.surveysystems.com account to export the results of the four surveys into individual spreadsheet files containing all survey inputs from all responders.

 

Task B.1.4 Insert Exported Survey Files into Results Excellence Dashboard - Insert each of survey export spreadsheet files into their named tabs (Leadership, Customer, Operations, Workforce) provided in the LFT_B.1_Results_Excellence_Dashboard (.xlsx). Be sure to SAVE this file. 

  • PROGRESS: You have reached Milestone 3 (good work). Input the status [36%] on the organization's OE21 Intranet Main page alongside the title of this standard.

Task B.1.5 Observe Results (Baseline Scores) - Observe the P.3 Results Excellence Dashboard scores for all blocks on the dashboard. The summary score on the dashboard is displayed on the top box labeled Results Excellence. This summary score is used at the "baseline score" before the implementation of the remaining OE21 standards. Figure P.3-4 below presents an example dashboard after the survey data and information are input. These are the guidelines for analysis of the results displayed in the Results Excellence Dashboard:

  • The maximum score (Figure P.3-4 top block) is 450 points (rarely achieved)

  • A high-performance (excellent) score is 405 points or higher (90% or higher)

  • A good-to-excellent organization score is in the range of 70% to 85%

  • An average organization score is 315 points (70%)

  • An unsatisfactory score is less than 300 points (66%)

  • Figure P.3-4 Dashboard shows 255 Points (56% of 450) - unsatisfactory results

 

Task B.1.6 Observe Narratives Provided with Surveys - All survey questions (160 total) typically require responders to provide narrative suggestions for "lower than 5" rated questions. Note: The 1 to 5 rating scale used places "5" as the highest (best) rating and "1" as the lowest (worst) rating. The narrative improvement suggestions are intended for questions in the "1 to 4" range. These narrative suggestions are used to create "bullet lists" of suggestions that may end up as tasks in the four Excellence Action Plans (see OE21 2.2 Strategy Implementation).

  • PROGRESS: You have reached Milestone 4 (good work). Input the status [79%] on the organization's OE21 Intranet Main page alongside the title of this standard.

Task B.1.7 Set Initial Goal higher than Baseline Score - The Leadership Focus Team (LFT) sets the future goal for the LFT_B.1_Results_Excellence_Dashboard summary score to be at least ten percent (10%) higher than the baseline (initial) score. This assumes the total score is lower than 90% (405 points).

 

As shown in the example in Figure P.3-4, the baseline score of 255 points (450 maximum points) is 56% versus 100% maximum. In this case, the "future" goal (six months after baseline score date) would be 297 points (66% of 450 points) which is 10% higher than the baseline score of 56%.

 

The LFT sets the future assessment date as six months from the baseline date. On that future date, the four surveys are repeated and the new LFT_B.1_Results_Excellence_Dashboard summary score is compared to the baseline score.

 

  • ​NOTE: At this point, the organization has an initial measure of its overall performance in points and percent. In the vast majority of organizations, the score will be lower than 90% (405 points), indicating the need for OE21 training and implementation. 

  • PROGRESS: You have reached Milestone 5 (good work). Input the status [84%] on the organization's OE21 Intranet Main page alongside the title of this standard.

Task B.1.8  Organization Results Briefing - At this point, the LFT should schedule and conduct a live briefing to all managers and employees. The agenda for this live (or online) meeting is as follows:

a. Explain the purpose of the meeting. To brief the workforce on the findings from the LFT_P.3_Results_Excellence_Dashboard and its supporting surveys. 

b. Display the Results Excellence Dashboard(See example Figure P.3-4 Results Excellence Dashboard Outputs). Explain the dashboard color codes (green = satisfactory or high-performance; yellow = marginal; red = unsatisfactory). Discuss the scores (points and percents) in each of the blocks in the dashboard. Communicate any concerns that senior leaders have regarding the unsatisfactory and marginal results. Show admiration for the results that fall into the satisfactory range. Compliment individuals that are known to be contributors to satisfactory and high-performance results. 

c. Communicate the path forward. At this point, the Leadership Focus Team (LFT) should have completed these prerequisite OE21 standards:

 

  • A1 OE21 Setup

  • B.1 Organization Results Assessment 

 

d. Set Dates for implementation of remaining OE21 standards. The LFT sets and communicates the implementation schedules (start and completion dates) for the following OE21 standards: 

Leadership Focus Team (LFT) will implement these OE21 standards:

  • P.1 Organizational Profile (Part 1)

  • P.2 Organizational Profile (Part 2)

  • B.1 This OE21 standard

  • 1.1 Senior Leadership

  • 1.2 Governance and Social Responsibilities                   

  • 2.1 Strategy Development

  • 2.2 Strategy Implementation

  • 4.1 Measurement/Analysis/Improvement of Performance

  • 4.2 Information and Knowledge Management

  • 7.4 Leadership and Governance Results

  • 7.5 Financial and Market Results

Customer Focus Team (CFT) will complete these OE21 standards:

  • 3.1 Voice of the Customer

  • 3.2 Customer Engagement

  • 3.2a Opportunity Marketing Guide                              

  • 7.2 Customer-Focused Results 

Operations Focus Team (OFT) will complete these OE21 standards:

  • 6.1a Product, Service, and Process Design

  • 6.1b Process & Project Management and Improvement

  • 6.1c Supplier and Supply Chain Management

  • 6.1d Innovation and Risk Management

  • 6.2a Process Efficiency and Effectiveness

  • 6.2b Management of Information Systems

  • 6.2c Safety and Emergency Preparedness

  • 7.1 Product and Process Results​

Workforce Focus Team (WFT) will complete these OE21 standards:

  • 5.1 Workforce Environment

  • 5.2a Workforce Engagement

  • 5.2b Workforce and Leader Development

  • 7.3 Workforce Focused Results

e. Questions and Answers. Before this key meeting is adjourned, the senior leaders invite attendees to ask questions or provide comments if they have any. Time should be allowed to address these. 

f. Meeting ends. After the Q/A session, the senior leaders should encourage all OE21 participants to take full advantage of these new OE21 manager standards, tools, and practices that drive organizational performance to higher levels. Adjourn the meeting with a thank you to all participants.

  • PROGRESS: You have reached Milestone 6 (congratulations). Input the status [100%] on the organization's OE21 Intranet Main page alongside the title of this standard.

B.1 Outputs: Results Excellence Dashboard (Example: Elafino Sports Center)

Example Results Excellence Dashboard (Elafino Sports Facility)

Figure B.1-4 Results Excellence Dashboard Outputs 

 

NOTES:

 

The image above is an example (baseline) LFT_B.1_Results_Excellence_Dashboard for the Elafino Sports Center. In this example, the results excellence summary score (top block) is 56.7% of 100% or 255 points out of 450. According to the analysis guidelines in standard P.3,  this score would be unsatisfactory. This is typical of most organizations who have not yet implemented the OE21 standards. After implementation, another Results Excellence Assessment should be done to show progress from where the organization began its journey into organizational excellence. 

B.1 Results Excellence Dashboard Analysis - The following guidelines are used for the analysis of the results:

 

The maximum score (Figure 1 top block) is 450 points (rarely achieved)

 

  • A high-performance (excellent) score is 405 points or higher (90% or higher)

  • A good-to-excellent organization score is in the range of 70% to 85%

 

  • An average organization score is 315 points (70%)

 

  • An unsatisfactory score is less than 300 points (66%)

 

  • The Leadership Focus Team (LFT) sets the future goal for the Results Excellence summary score to be at least ten percent (10%) higher than the baseline score. 

 

  • When the higher score is achieved, the LFT raises the bar another 10% or higher until the highest possible target is achieved. This helps to sustain continuous improvement.

Dashboard results should be published on the organization's Intranet so that all managers and leaders can see the organization results.