Three Paradigms--Six Characteristics

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2 Three Paradigms--Six Characteristics Inductive Qualitative Research Baldrige-based Self-Assessment Traditional Quality Audit Understand & Develop Theory Understand & Improve Detect & Correct Holistic Holistic & Selective Selective Very Context Dependent Context Dependent Less Context Dependent Conceptual Framework Non-prescriptive Criteria Standards Inductive Deductive & Inductive Deductive Open-ended?? Focused Open-ended?? Close-ended??

3 Motivation Organization Vision & Strategy Desire or Need Assessment Planning &Preparation Plan & Questions Benefits Organizational Learning Data Collection, Analysis, & Reporting Improvement Improvement Planning & Actions Evaluation & Feedback Report or Answer Feedback Report

4 Strategy & Criteria Alignment Customer-Driven Quality Leadership Continuous Improvement and Learning Employee Participation & Development Fast Response Design Quality & Prevention Long-range View of the Future Management by Fact Partnership Development Corporate Responsibility & Citizenship Results Orientation

5 Process Knowledge Who? What? How? What? Who? Supplier Quality Process Performance Quality Customer Satisfaction Supplier Input Processes Output Customer

6 Assessment Design Conceptual Framework Breadth -- Criteria Subjects Depth -- Approach, Deployment, Results Application -- Organization Methodology Survey Table-top Assessment -- Self, Collaborative, External

7 Team Leader Knowledge: Assessment, Management Disciplines, Organization, and Quality Experience Communication Skills Analytical Ability Position in the Organization

8 Criteria/Conceptual Framework VALUE-ADDED CHAIN KEY PROCESSES 7.1 Customer Requirements 5.1 Designing Quality In 5.2 Key Products/Services 6.1 Indicators of Quality 6.2 Internal Indicators INTERNAL SUPPORT 5.3 Support Processes 6.2 Support Indicators EXTERNAL INPUT 5.4 External Suppliers 6.4 Supplier Q Indicators THE INFRASTRUCTURE THE PEOPLE 4.2 High Performance Teams 4.3 Education & Training 4.4 Well-being 6.3 Human Resource Results THE PLANS 3.1 The Process 3.2 The Plan 4.1 The HR Plan THE LEADERS 1.1 Personal Involvement 1.2 Leadership System 1.3 Organizational Citizen THE INFORMATION 2.1 Data Base 2.2 Comparisons & Benchmarks 2.3 Analysis and Uses THE PURPOSE 7.2 Customer Relationship Management 7.3 Customer Satisfaction Determination 7.4 Satisfaction Results and Comparison Source: Latham, 1995, p. 407 (Revised 1996 MBNQA Criteria)

9 Identify Types of Data Plan or Strategy Do or Implement Check or Outcome Approach Deployment Results Qualitative Quantitative

10 Assessor Data Collection Documents People Assessor Assessor Collection Methods Senior Management Observations Interviews Interview Sources Supervision Front-line Workers

11 Addressing Bias & Validity Triangulation Peer Review Organization Review Assessor Assignment Document Trail External Review

12 Analysis & Synthesis Data Specific Standards Compare Reduce Display Analyze Synthesize Knowledge Experience Criteria Organization Traditional Quality Audit Conclusion Baldrige-based Self-Assessment

13 Improvement Methods PDSA Reengineering Benchmarking

14 Summary of Benefits Planning Quality Framework or Roadmap Consensus on Improvement Maintain Direction Over Time Focus Improvement Where Needed Most Increase Sharing or Networking Learn About the Organization Understand the Big Picture

15 Results Improved» Employee Relations» Productivity» Cross-Functional Teamwork Outcomes Increased Summary of Benefits» Customer Satisfaction» Market Share» Profitability

16 Psychology of Organizational Learning Start 10 9 How Good You Feel You Are Baldrige Winners How Much You Really Know About Management Systems