1. South African Quality Institutes latest news

    July 27, 2019 by BPIR.com Limited

    South African Quality Institute (SAQI) http://www.saqi.co.za is the national body that co-ordinates the Quality effort in South Africa. Their monthly newsletter is an excellent source of information to keep up with the latest quality issues in South Africa.

    • Navigating a disruptive force, by Lionel Moyal, Michael Judin and Robbi Laurenson
    • Quality for a Sustainable Future, by Willy Vandenbrande
    • Important Strategic Questions For Recessionary Times, by Paul Aucamp and Jene’ Palmer
    • Quality in Schools – Which teacher taught you best?, by Dr Richard Hayward

    Click here to download this newsletter.

     

     

     

     

     

     

     


  2. 2019 Baldrige Case Study Features Nonprofit Organization

    July 25, 2019 by BPIR.com Limited

    Article originally posted on Blogrige

    The 2019 Baldrige Case Study: LifeBridge Organ and Tissue Sharing (LOTS) demonstrates how the Baldrige Criteria (part of the Baldrige Excellence Framework: Proven leadership and management practices for high performance) can be applied across seven key areas of any organization’s performance. The case study, which features a fictitous, federally designated, organ procurement organization, was used to train the 2019 Malcolm Baldrige National Quality Award Board of Examiners on how a nonprofit organization might use the Baldrige Criteria as a guide to ensuring visionary and ethical leadership, an integrated strategy, customer-focused excellence, effective knowledge management and performance measurement, workforce engagement, efficient and innovative operations, and excellent results—with room for improvement; as part of training, Baldrige examiners used the case study to hone their skills in identifying strengths and opportunities for innovation and improvement.

    Baldrige case studies have at least three purposes. First, given that actual Baldrige Award applications remain confidential until award-winning organizations approve selected content for public sharing, the case studies are used to train examiners for the Baldrige Program’s annual award process. Second, the case studies serve as sample applications for organizations interested in applying for a Baldrige Award or in writing a whole or partial application as a self-assessment. In addition, the case studies show organizations in every sector how they might use the Criteria questions to assess and improve their performance, even if they are not interested in applying for a Baldrige Award. Case studies are also used by Baldrige-based regional or state award programs that are members of the nonprofit Alliance for Performance Excellence, part of the Baldrige Program’s public-private partnership.

    The Baldrige Program is very grateful to an actual organ procurement organization that allowed its own Baldrige-based award application to be the basis for this case study. From that real application, names and data were fictionalized, and elements were intentionally edited to be less mature, less beneficial, or missing in order for this case study to be scored lower by a team of examiners than the real application likely would be scored and thus provide more training opportunities.

    Adapted by volunteer Baldrige examiner Linda Martin, with her colleague Diane Brockmeier and the staff of 2015 Baldrige Award recipient Mid-America Transplant, LOTS depicts an organization dedicated to saving and improving lives through the coordination of organ and tissue donation. It is a 25-year-old nonprofit that serves 3.2 million people within the fictitious states of North Takoma and South Takoma. The delivery of services for two work systems requires the careful coordination of partners, collaborators, and key suppliers, and a partnership model is key to ensure that organs and tissues are always available for the organization’s key customers. LOTS is a 24/7, heavily regulated business, in which many of the employees are decentralized.

    You can learn how LOTS scored in an assessment against the 2019–2020 Baldrige Excellence Framework through the following free, downloadable resources related to the LOTS Case Study:

    The 2019 LifeBridge Organ and Tissue Sharing Consensus Scorebook (Word) was produced by a team of Baldrige master examiners (Scott Rogers [team leader], Bill Craddock, Pattie Curtis, Melanie Hatch, Ashley Holroyd, Pat Lapekas, and Deb McBride) who evaluated the fictitious organization against the Criteria. The Baldrige Program is especially grateful to this team of volunteers for the extraordinary efforts they undertook to work on the project with limited resources and guidance during the federal government shutdown in late 2018 through early 2019.

    This scorebook also includes insights gleaned from Baldrige examiners who participated in the 2019 Baldrige examiner preparatory class.

    The 2019 LifeBridge Organ and Tissue Sharing Feedback Report (Word) shows the scorebook comments in the format of the reports received by actual Baldrige Award applicants at the end of the annual evaluation process.

    Beyond learning from best practices and other examples in this case study, organizations that wish to get started with Baldrige-based performance improvement can access sector-specific resources online at “Baldrige by Sector” and basic ideas for how to get started using the Baldrige framework.

    Since 1987, the Baldrige Program has produced case studies that describe how fictitious organizations are fulfilling the requirements of the excellence framework and continually improving in challenging situations and economies. The case studies rotate sectors to show examples for a variety of organizations using the three versions of the Baldrige Excellence Framework: Business/Nonprofit, Health Care, and Education.

    Additional Baldrige case studies are available for free downloading in the Baldrige materials archive.


  3. Not Yet Using the Baldrige Excellence Framework? Five Ways Forward

    by BPIR.com Limited

    Article contributed originally posted by Christine Schaefer on Blogrige

    Here you are, on the website of the national Baldrige Performance Excellence Program—source of the regularly updated, widely validated leadership-and-management-strengthening tool known as the Baldrige Excellence Framework (which includes the Criteria for Performance Excellence).

    Are you already using this comprehensive self-assessment guide to strengthen your organization’s performance?

    If not, would you like to benefit from improvements and innovation in your approaches to leadership, strategy, customers, knowledge management and performance measurement, workforce, operations—and get better results in all these areas?

    Begin Using the Baldrige Excellence Framework
    Try one, more, or all of the following five ways to begin to use the Baldrige framework to advance your organization’s long-term success:

    1. As a foundational step toward completing a Baldrige self-assessment, read and respond to the questions of the Organizational Profile, the prefatory section of the Criteria for Performance Excellence. You can download this resource (PDF file) for free.
    2. Begin thinking about your organization’s responses to the Baldrige Excellence Builder—which contains the higher-level questions from the full Criteria for Performance Excellence. You can download the free PDF or order packets of ten copies (for example, for your organization leadership team).
    3. Read accounts of how organizations in different sectors and industries have used the Baldrige framework, learning tips and role-model practices of Baldrige Award recipients. You’ll find many of these stories here on Blogrige. Are you getting these blogs delivered right to your inbox on Tuesdays and Thursdays? Besides reading them on the home page of the Baldrige website, you can subscribe for free to receive these blogs by email.
    4. Attend the Baldrige Program’s annual best-practice-sharing conference, the Quest for Excellence® conference, held every spring. There you will hear high-performing organizations (recent Baldrige Award recipients) tell the stories of how they improved their performance using the Baldrige framework, and presenters will answer your specific questions. Learn more details about the next conference and register.
    5. Participate in Baldrige examiner training. You don’t have to be a Baldrige examiner to sign up for the Baldrige Examiner Training Experience (BETE). Non-examiner participants in this training can learn how to evaluate an organization using the Baldrige framework and assessment process in a classroom alongside current Baldrige examiners. The annual three-day training sessions are traditionally held in May in Gaithersburg (MD).
    6. These are certainly not the only ways to learn more about using the Baldrige framework. You can also read Baldrige case studies in your sector and application summaries of Baldrige Award recipients to see how they have responded to the Criteria for Performance Excellence. And get involved with your local/regional Baldrige-based training and award program to begin improving your organization with Baldrige Criteria-based assessments, training, and tools.

      Baldrige Award recipients, Baldrige examiners, and other seasoned Baldrige framework users: What other ways do you recommend that organizations get started?


  4. South African Quality Institutes latest news

    June 26, 2019 by BPIR.com Limited

    South African Quality Institute (SAQI) http://www.saqi.co.za is the national body that co-ordinates the Quality effort in South Africa. Their monthly newsletter is an excellent source of information to keep up with the latest quality issues in South Africa.

    SAQI201906

    • Quality, Improvement and Sustainable Development, by Paul Simpson
    • Boosting performance through ethics quality, By Steve Simmonds
    • Getting Board Appointments Wrong With Devastating Consequences For The Organisation, by Terrance M. Booysen
    • Quality in Schools – As curious as Leonardo da Vinci, by Dr Richard Hayward

    Click here to download this newsletter.

     

     

     

     

     

     

     


  5. Book release: Be a Frontline H.E.R.O.

    June 25, 2019 by BPIR.com Limited
    For a review copy of the bookor an interview with the author, please contact Dr. Cyndi (Crother) Laurin, at +1-480-717-9612 or Cyndi@guidetogreatness.com.
     
     
     
     
     
     
     
     
     
     
     
     
     
     
    Moving the Frontline Forward: Engaging Your Employees to Provide an Optimal Customer Outcome through Improving the Overall Manager Experience

    Do you know someone who was very good at their job, and as a result was promoted into management without any people training? Maybe you’ve promoted an employee into management assuming they could hack it. Despite our best intentions, truth of the matter is most managers are not equipped to handle the people piece. The author of Be a Frontline HERO – a new book providing simple and accessible frontline management tools – tells a story we can all relate to that managers can incorporate in the same day and see immediate results.

    While innovative products and efficient processes are still the primary focus of most leaders, we know what really keeps a company competitive is its people. For over twenty years, the Gallup poll identifies approximately two-thirds of the workforce as not engaged in their work. Best said by Gallup’s CEO, Jim Clifton, in the State of the American Workplace Report:

    “The single biggest decision you make in your job – bigger than all the rest – is who you name manager. When you name the wrong person manager, nothing fixes that bad decision. Not compensation, not benefits – nothing.”

    Nearly the same percentage of people leaves their job, or plan to leave, as a direct result of the quality of the relationship with their direct supervisor. In August 2018, Randstad US released research determining the primary reasons workers chose to leave, most all of them were related to “…intangible benefits and day-to-day experiences at work…”. In October 2018, Inc.com noted the Randstad US article and summed it by saying, “Why people quit really boils down to one word…Disrespect.”

    Why does all of this matter? According to Dr. Cyndi Laurin, author of Be a Frontline HERO: A Parable to Propel your Job and Life (June 2019, ISBN 978-1098586089). “If employees are walking out the door because of bad management, they’re clearly not engaged in the work at hand, making an optimal customer outcome nearly impossible.” She goes on to say, “If we can right the ship with regard to improving the manager experience, workers will be more likely to engage, and at the end of the day, the customer wins.”

    And don’t think for a moment that this is all touchy-feely, Kumbaya work. There is a direct correlation between culture and the bottom line. If the company is bleeding out due to high turnover, poor quality, unhappy employees, and an ineffective culture, customers are going to feel the pain as well and take their business elsewhere.

    So here’s the real issue: How do you give your most valuable asset (your managers) the resources they need to quickly become effective without spending tons of money on training and months of time to see results? Reading Be a Frontline HERO is a great place to start. It tells the story of the main character, Emily, finding herself promoted to manager at a local pizzeria. While excited about the new challenge, she quickly realizes she’s in way over her head. Giving and soliciting regular feedback with her former peers, trying to establish standards and set expectations, and “faking it until she makes it” leaves her feeling both overwhelmed and exhausted.

    On the brink of quitting, an unlikely customer makes Emily an offer she can’t refuse. Five easy tools with very specific language to follow, and Emily learns how to provide meaningful feedback, how to get her team on the same page in less than ten minutes, and how to prioritize which issues to tackle right away and which to block for later. With her new H.E.R.O. tool belt, Emily is well on her way to becoming an effective manager.

    Here is some context supporting the book’s insights on how to provide an optimal customer outcome through improving the overall manager experience:

    • Management is the practice of observation and providing clear, regular feedback. The old (yet still prevalent) command-and-control style of management is antithetical to creating a culture where employees can engage in work that allows the customer to experience an optimal outcome. Without a system to manage others, people tend to default to how they were parented. Parenting your employees is not managing them. Three of the five tools in Be a Frontline HERO (Position to Notice, Keep it Up, and Adjust) provide both reinforcing and corrective language to support desired behaviors.
    • Many employees only receive feedback when they are doing something wrong (hence, it feels like being parented). Dr. Laurin shared, “Over the past 25 years, I have found that many employees want to be trusted and valued and told when they are doing something right as well as how to correct doing something that isn’t moving the business forward.” Behavioral research supports offering three opportunities for supporting desired behaviors to every one opportunity to adjust undesired behaviors.
    • When asked, you would be surprised at how few employees actually know how their work aligns to the overall business objectives. “Without that connection, it’s hard to engage in meaningful work,” says Dr. Laurin. “Be a Frontline HERO includes a tool to get your team on the same page in under ten minutes and stay on track throughout the day (Position to Notice, a.k.a. Walkabout).”
    • One of the most challenging aspects of managing is being able to decipher what issues need to be resolved immediately, and which ones can safely wait until a later time. As a frontline manager, issues with employees, customers, and inventory can be difficult to prioritize without a tool or system. One of the tools addresses this exact challenge and offers simple steps to ensure effective management of time (Block or Tackle).

    This brings us to the true appeal of Be a Frontline HERO. Written as a narrative, the book is a quick and easy yet powerful read, and the content can be implemented immediately. It’s not only a highly effective for new frontline leaders but can serve as a valuable model for experienced leaders as well. It’s an interesting and fun read about a scenario that anyone can relate to.

    “I believe the time is now to move frontline leadership forward,” says Dr. Laurin. “Many of us get promoted into a leadership role at some point or another without any guidance on how to manage people, and unless you are lucky enough to work for a company that invests in practical management guidance and support, Be a Frontline HERO can provide five simple tools that you can literally start using in the same day and see immediate results.”

    About the Author:
    Cyndi (Crother) Laurin, Ph.D. is the author of bestselling Catch! A Fishmonger’s Guide to Greatness (2005) and The Rudolph Factor: Finding the Bright Lights that Drive Innovation in Your Business (2009). She is a sought after keynote speaker, Chief Training Officer for AMP Services, and is also the Director for the undergraduate Business Administration Programs at Benedictine University Mesa. More information about her can be found at www.Linkedin.com/in/cyndilaurin.