From Baldrige to the Bottom Line

Chapter Summaries

Chapter 1:
The Assessment Process as a Strategy

The first step in understanding the assessment process is to grasp the fundamental concepts that underpin this methodology, and the basic flow of a typical assessment. It is also important to understand a few simple ground rules that are vital to success in any type of assessment. » Excerpt

The Case for Assessment
Management System Concepts
The Assessment Criteria
The Assessment Process in a Nutshell
Ground Rules for Success

Chapter 2: Assessment Process Design

Once the basic concepts are clear, the next step is to understand how to design an assessment, and the broad range of options available. The design phase involves selecting from these options and make adjustments in order to arrive at a process that is just right for the organization. » Excerpt

What Makes for a Great Assessment
Choosing the Components of an Assessment
Selecting Suitable Criteria
Selecting the Best Assessment Process
Basic Types of Assessment
The Pros and Cons of Different Approaches
Other Design Options
Tailoring the Process to Your Situation

Chapter 3: Setting the Stage

In order to set the stage for an assessment, the assessment process sponsor explores the various options and puts together a plan to propose to the leadership team. This phase starts when the sponsor feels ready to develop a game plan for the assessment. It is complete when the sponsor decides to take the first substantive step-to arrange a briefing workshop for the key decision-makers.

The Leadership Decision-Making Process
The Key Issues
Purpose
Scope
Timing
Roles and Responsibilities
Budget, Resources, and Duration
Using External Resources Effectively
Finding Competent Help
Winning Support for Your Proposals
Recognizing When This Is Not the Right Thing to Do

Chapter 4: Engaging the Leaders

Once their interest has been aroused, it is important to engage the leaders and make them active participants in the assessment process. An interactive workshop is used to give the leaders an insight into the assessment process, to set out the proposed plan for an assessment, and to secure an informed commitment to proceed.

Workshop Objectives and Design
Introducing the Assessment Process
Introducing the Assessment Criteria
Using the Criteria: A Test Drive
Agreeing on the Assessment Plan
Confirming the Next Steps

Chapter 5: Preparing the Assessment Team

Once the leaders have given the go-ahead for an assessment, the next step is to select and assemble an assessment team and prepare this group for its task. This includes training the team in the assessment process and the criteria, conducting a preliminary evaluation, making detailed plans for the data-gathering stage, and learning interview technique.

Assembling the Team
The Training Process
Initial Team Training
The Preliminary Evaluation
Planning the Data-Gathering Process
Other Team Preparation Issues

Chapter 6: Data Gathering

Once it has been trained, the assessment team begins the process of gathering data. This data-gathering phase starts when the assessment team has completed its preparations, and it ends when the team has obtained all the information it needs to create the assessment report.

The Data-Gathering Process
Data-Gathering Strategy
Interviews and Documentation Review
Frequently Asked Auestions about Data Gathering
Other Data-Gathering Issues

Chapter 7: Developing the Assessment Report

Once the data-gathering is complete the team begins the process of analysing the information acquired, developing the findings, and creating the assessment report for presentation to the leadership team. The team must know how to reinforce the credibility of the report, how to make the findings clear and easily understood, and how to sequence the information. Then the team prepares for the presentation of this material to the leaders.

Steps in Completing the Assessment Report
Initial Impressions
Developing the Findings
Report-Writing Technique
Scoring
The Results Category
The Overall Summary
The Assessment Team's Vital Few
Planning the Presentation
Final Cleanup of the Report
Other Report-Writing Issues

Chapter 8: Presenting the Assessment Report

One of the most critical parts of the entire assessment process is the presentation of the assessment report. The team needs to know how to prepare for this session and how to present the report in a fashion that gets across the key messages, wins acceptance of the findings, and sets the stage for the next steps.

Preparations
Purpose and Agenda
Opening the Presentation
Summarizing the Work Done
The Findings
The Scores
The Overall Summary
The Vital Few
Wrapping Up
The Motivation for Change

Chapter 9: Developing Improvement Plans

After the assessment report has been presented successfully, the next step is a workshop to translate the improvement priorities into action plans. . This workshop finalizes the vital few priorities for improvement, creates outline improvement plans, and sets the stage for proper implementation and follow-through.

The Planning Workshop
Opening the Workshop
Selecting the Vital Few Priorities for Improvement
Developing Improvement Plans
Reviewing the Improvement Plans
Preparing for Fail-Proof Implementation
Wrap-Up

Chapter 10:
Implementation and Follow-Through

In order to see the improvement plans through to completion, the organization must have a system to support implementation. This includes tasks such as formalizing the improvement objectives and responsibilities, getting the improvement teams into action, monitoring progress and supporting the teams' efforts. It is also essential to support each improvement team throughout its complete life cycle, from initial start-up to wrap-up, and finally to ensure that the gains are made permanent.

Creating a System to Support Implementation
Formalizing and Assigning Improvement Objectives
Conducting Formal Progress Reviews
Establishing Suitable Measurements
Communicating the Outcomes of the Assessment
Providing Technical and Moral Support
Managing Change
The Life Cycle of an Improvement Team

Chapter 11: Closing the Loop

Based upon the results of a successful first assessment, the leaders will usually give serious consideration to repeating the process at some time in the future. Some will go further than this, by making a long-term commitment to integrate assessment into the annual planning cycle and to link it to the achievement of the organization's vision.

The Closed-Loop Improvement Cycle
Steps in Closing the Loop
Debriefing After the First Assessment Cycle
Developing a Vision
Planning the Next Assessment
Check Points
The Journey Ahead

Chapter 12: Case Studies

The purpose of this chapter is to provide some insight into the real-life experience of a variety of organizations and to share the perspectives of people who are using the assessment process. Many outstanding organizations could be profiled here. We have selected just a few that represent a slice of the North American economy:

Xerox Corporation
TELUS Mobility
Medrad
Cargill
Pinellas County School District