Site Visit Training

1. Site Visit Training

2. Learning Objectives: • Describe the purpose of each phase of the Site Visit process and the team’s deliverables. • Describe the major steps of each phase of the Site Visit process. • Clearly picture the team’s timeline and how it relates to each phase of the process.

3. The Baldrige Award Process Independent Review Consensus Review Site Visit Review Oct- Jan Jan-Feb March

4. The Site Visit Process What is the objective of the Site Visit Review? • Communicate Findings to Panel of Judges so that they may make award level determinations • Determine Most Relevant Feedback • Identify Role Model Practices

5. The Site Visit Process Completed Site Visit Scorebook What is the output of the Site Visit Review?

6. Site Visit Overview • Congratulations to Applicant • Team Introductions • Team Organization • Team Conduct On-Site • On-Site Schedule • Schedule Changes • Exit Briefing Time

7. Post-Site Visit Overview • Thanks to Applicant for Cooperation • Off-Site Activities • Completing the Site Visit Report • Return Materials to Contact • Team Recommendation • Judge’s Meeting • Announcements and Awards at Symposium • Feedback Report

8. Site Visit Review: Three Phases POST SITE PLANNING ON SITE

9. Site Visit Review: Timeline HOTEL 48 HOURS PREPARATION 35 HOURS TRAVEL SUNDAY MEETING 5 HOURS TRAVEL POST SITE ON SITE ON SITE 10 HOURS / DAY 6 HOURS / EVENING

10. Planning Phase Overview Click He PLANNING ON SITE POST SITE What happens before the planning starts? Site Visit Review Timeline

11. Steps in thePlanning Phase Review Planning Information Create the Plan Prepare for the Planning Call Review Planning Information Conduct the Planning Call Develop Site Visit Issues (SVI) and Strategies Develop Site Visit Issue (SVI) Worksheets Review Team Member SVIs

12. What do you investigate? • Clarify all OFIs • Verify significant Strengths No “Not Clear” after SV

13. How do you investigate? • Documentation • Group interviews/ meetings • Individual interviews • Walk around Questions

14. Code of Ethical Conduct Review and Sign! If you have already signed one- you don’t need to sign another

15. On Site Phase Overview Click Here PLANNING ON SITE POST SITE Site Visit Review Timeline

16. Steps in the On Site Phase DAY 1 DAYS 2 & 3 DAY 4 Conduct Opening Meeting Each Day: Team Members Caucus Each Evening: Team Meets and Posts Work Conduct Follow Up Meetings/Interviews & Document Review Conduct Closing Meeting Meet with Applicant’s Category Leads Schedule Day 2 and 3 Activities and Interviews

17. Post Site Phase Overview PLANNING ON SITE POST SITE

18. Steps in thePost Site Phase Walk the Wall Revise Key Factors, Key Themes, Item and Score Summary Worksheets Assemble and Sign the Scorebook

19. What’s happening before the planning starts? • The Applicant is selected by the Baldrige Panel of Judges. These Judges are charged withthe responsibility of making Award recommendations to the WSQA Board of Directors • WSQA notifies the Applicant of its selection. • A Team Leader and Back Up are selected by WSQA from a poolof Senior Examiners. • Teams of 5-10 examiners are finalized. Team members selected based on experience, industry knowledge and availability. • A WSQA mentor (PEPD member) is selected to join the team . • The Applicant’s “Official Contact Point” (OCP) is notified of thepurpose and expectations of the site visit.

20. What’s happening behind the scenes during the Planning phase? • The Team Leader and Mentor coordinate planning calls, logistics for the team, mentoring by the Team Leader, and the Site Visit Schedule, including the travel schedule. • 2 days in advance of the Site Visit the Team Leader sends the 1st day interview schedule and documentation requirements to the Applicant’s Official Contact Point (OCP). • The Team Leader sets the agenda for the Sunday planning meeting, and drafts a schedule for the rest of the site visit.

21. What’s happening behind the scenes during the On Site phase? • The Team Lead or mentor meets with the Applicant’s 0fficial Contact Point (OCP) at the end of each day to debrief the day’s events. • The Mentor makes observations and recommends improvements to the site visit review process. • The Team Leader or mentordiscusses with the OCP ongoing communication and interview scheduling needs. • The team lead coordinates with the OCP for visits to other sites and other work shifts as necessary. • The Mentor and Team Leader ensure that the team and the Applicant are satisfied with the process.

22. What’s happening behind the scenes during the Post Site phase? • The team consolidates all computer files. • The Team Leader and Mentor take an electronic copy of the Scorebook. • Shred unneeded documents • The scorebook editor, Team Leader and mentor edits the Scorebook and performs other duties to prepare for the Judges meeting. • The Team Leader and mentor will participate in the Judges Meeting. • Chair of the Judges panel will notify the WSQA Board of their award Recommendations • To close the process, WSQA will generate the Feedback Report andsend to the Applicant and will notify the applicant of the award level

23. Timeline POST SITE Thurs - Sat ON SITE Mon - Thurs PLANNING Sept / Oct HOTEL 48 HOURS 10 HOURS / DAY 6 HOURS / EVENING PREPARATION 12 HOURS TRAVEL TRAVEL SUNDAY MEETING 9 HOURS

24. Conduct- Professional • Dress – professional on site attire • Safety rule adherence • NO SMOKING within 25 ft of building • NO SMOKING in the conference room • Respect the expense policy • Always travel in 2’s on site • Language professional (no cursing)

25. Documenting Your Work Objectives Upon completing this unit, Examiners new to site visit will be able to: • Differentiate the 3 forms used to document their work by name and use • Identify Resource and Reference materials, their locations, and the additional details provided for completing each required form

26. Site Visit Issue Worksheet • Worksheets help you plan • Ensure issue has been addressed • Document findings

27. Site Visit Issue Worksheets Documenting Your Work Site Visit Strategy Tool Item Worksheets

28. PartOne Item Worksheet

29. Step 1 Gather the Completed CR Scorebook and the blank SV Scorebook Completed CR Scorebook Blank SV Scorebook

30. Step 2 Create an Item Worksheet for each of your assigned Items

31. Step 3 List the Item references for each Consensus comment in the first column of the Item Worksheet Consensus Item Worksheet Site Visit Item Worksheet

32. Step 4 Copy and paste each Consensus comment into the second column of the SV Item Worksheet Consensus Worksheet Process Item Worksheet

33. Item Worksheet - Review • Gather your Consensus Scorebook and a blank Site Visit Scorebook. • Create an Item Worksheet for each of your assigned Items. • List the Item references for each Consensus comment in the first column of the Item Worksheet. • Copy and paste each Consensus comment into the second column of the Item Worksheet.

34. Developing Site Visit Issue Statements Part Two

35. Developing Site Visit Issue Statements from Consensus Comments Basic Requirements for Process Items All bolded comments and all OFI comments must be verified (strength) or clarified (OFI’s). SVI’s should be developed at the key process level. Typically Examiners are able to verify or clarify 1 to 3 SVI’s per item.

36. Developing Issues at the Key Process Level Several comments addressing multiple Criteria requirements within an Area to Address can be grouped in an SVI focused on an Area to Address using language from the Overall Criteria requirements.

37. Developing SV Issues at the Key Process Level Site Visit Issue Statements Item 1.1 Requirements • Write the Site Visit Issue at the Area to Address level • When your comments are written at the multiple requirement level

38. Drafting the SVI Statement Site Visit Issue statements begin with the objective to: Verify (an applicant response) or Clarify (an applicant response)

39. Complete the SVI Statement Verify that the performance measurement system does exist and is operational. Clarify whether a learning process is in place.

40. Document the SV Issue statements on the Item Worksheet

41. Item Worksheet Site Visit Issue Worksheet Completing the Site Visit Issue Worksheet

42. Part Three Developingsite visit issue Worksheet

43. Developing the SV Issue Worksheet - Process Process Item Worksheet Process Site Visit Issue Worksheet

44. Completing the SV Issue Worksheet – Process Items • Copy and paste the Item Reference(s) from the Item Worksheet to the SV Issue Worksheet. • Copy and paste the SVI statement from the Item Worksheet. • Read through the entire Consensus Scorebook noting Item comments that could be impacted by your findings.

45. Identify the core questions that must be answered in order to draw conclusions about the accuracy of the Consensus comments

46. Part Four Developing Core Questions

47. Analysis Required The SVI Worksheet asks, “What core questions must be answered in order to draw conclusions about the accuracy of the comments affected?”

48. Principle Questions for Process Items should be built around verifying or clarifying the references to Approach, Deployment, Learning, and Integration (ADLI) included in the Consensus comment . A-D-L-I Questions for Results Items should be built around verifying or clarifying the references to Levels, Trends, Comparisons, and Integration (LeTCI). Le-T-C-I

49. Approach Item Ref. STRENGTHS   4.1a(1,3) The SLT is responsible for selecting data and information for tracking overall organizational performance. As part of the SPP, the SLT choosesperformance measures and ensures the measures address all principal success factors. The MAP data warehousing software is used to collect and manage the performance data. All members of the workforce can access MAP and enter their own performance data directly, with some real-time data automatically uploaded and integrated into process scorecards. Routine performance reports are automatically generated from MAP, including supplier scorecards that are shared with key suppliers and partners. Twenty-two key operational and strategic performance measures, with associated performance goals and comparisons, are presented in the organizational scorecard (Figure 4.1-1). These measures are linked to the applicant’s strategic objectives, strategic advantages and challenges, and core values, and they provide the potential for the integration of strategic planning, operations, decisions, and actions.

50. Deployment Item Ref. STRENGTHS   4.1a(1,3) The SLT is responsible for selecting data and information for tracking overall organizational performance. As part of the SPP, the SLT chooses performance measures and ensures the measures address all principal success factors. The MAP data warehousing software is used to collect and manage the performance data. All members of the workforce can access MAP and enter their own performance data directly, with some real-time data automatically uploaded and integrated into process scorecards. Routine performance reports are automatically generated from MAP, including supplier scorecards that are shared with key suppliers and partners. Twenty-two key operational and strategic performance measures, with associated performance goals and comparisons, are presented in the organizational scorecard (Figure 4.1-1). These measures are linked to the applicant’s strategic objectives, strategic advantages and challenges, and core values, and they provide the potential for the integration of strategic planning, operations, decisions, and actions.