迈向卓越业绩MalcolmBaldrige奖（英文版）

MalcolmMalcolmBaldrigeBaldrige--AJourneyAJourneyTowardsExcellenceTowardsExcellenceUrbanLeagueofCentralCarolinas,Inc.January2001MalcolmMalcolmBaldrigeBaldrigeAwardAwardzBasedonContinuousImprovementCriteriaforachievementofhighlevelqualityperformancezRecognizedinPrivate&PublicSectorsasamethodtoassessqualitymanagementpracticeszBasedonaframeworkthatdefinesExcellencein7fundamentalareas7AreasofExcellence7AreasofExcellence--BaldrigeBaldrigezLeadershipzInformationandAnalysiszStrategicPlanningzHumanResourceDevelopment&ManagementzProcessManagementzBusinessResultszCustomer-FocusedSatisfactionSee“AQualityAssuranceFrameworkForUrbanLeagueAffiliatesandOneStopSystems”DocumentPreparedforNULbyMaryMoorhouseandSandySmithFORMOREINFO...GettingStartedwithGettingStartedwithBaldrigeBaldrigezManagementTeamconductedinternalevaluationPrograms,Services,OperationsandManagementpracticesusingBaldrige7CriteriaAreaszStrengths&Weaknesseswereidentifiedthroughaself-ratingsystemBaldrigeBaldrige--SelfSelf--RatingFindingsRatingFindingszStrengths-OperatesuccessfulProgramsandServiceszClearlydefinedmissionstatementzCustomersaresatisfied•Employers,Participants,Volunteers,Funders,etc.BaldrigeBaldrige--SelfSelf--RatingFindings,RatingFindings,contcont..zCriticalWeaknessesIdentified–Programsoperatingindependentlyoftheother(IorMyMentality)–Communicationamongandbetweenstaffwasnoteffective–Statisticaldatagatheredinconsistently–NoWrittenAgencyprocessandproceduresmanual–NostuctureddatacollectionprocessforgatheringCustomerFeedback–NoAgency-wideadopteddatabasesoftwareprogramused.–Etc.BaldrigeBaldrigeActionTeamsActionTeamszStaffassignedtoActionTeamstoaddressBaldrige7CriteriaAreas–Leadership(CEO&ManagementStaff)–Information&Analysis(Management/ProgramStaff)–StrategicPlanning(CEO&ManagementStaff)–HumanResourceUtilization(Staff-alllevels)–ProcessManagement(Management&ProgramStaff)–BusinessResults(ManagementStaff)–Customer-FocusedSatisfaction(Staff-alllevels)BaldrigeBaldrige--WhatAreWeDoing?WhatAreWeDoing?zBusinessResults–DevelopinganAgencyfinancialhistorytomeasuregrantsandexpansionopportunities–DevelopedOverallAgencyMarketingPlanDraft–DevelopedBusinessAdvisoryCouncils–Expandingyouth/adulttrainingprogramsinothercounties–PartnerwithSchoolSystemtotrainmiddleandhighschoolstudentsforcomputercompetencytest–AdultComputerTrainingProgramreceivedfromDept.ofLaborits’NationalExemplaryPublicInterestContribution(EPIC)Award(1999)–TargetedPrintAdMarketingCampaign,billboardsfornewmembershipdevelopment–DevelopingAgencywidereportonallcontractsandgrantperformancecriteriatomeasureplansagainstactivitiesBaldrigeBaldrige--WhatAreWeDoing?WhatAreWeDoing?zHumanResourcesDevelopment–UNC-CharlotteJobAnalysisandsalaryreview–ScheduledprofessionaldevelopmenttraininginpartnershipwithPresbyterianMedicalCenterEEAPCenter–Surveyedandidentifiedstaffprofessionaldevelopmentinterestcourselist–Providediversitytrainingtocompanies–Havescheduledstaffmeetingtwiceamonth–CurrentreviewandupdateofHumanResourcesPersonnelManualBaldrige,WhatAreWeDoing?Baldrige,WhatAreWeDoing?zProcessManagement–DevelopingWrittenProcess&ProceduresManual–CrossTrainingProgramStaff–Coordinateddatacollectionprocess–Developingcommonintakeprocessandapplicationforms–UsingIntegratedCurriculum(jobreadiness)Baldrige,WhatAreWeDoing?Baldrige,WhatAreWeDoing?zCustomerFocusandSatisfaction–developmentofcommoncustomer,employer,staffandparticipantfeedbacksurveyforms–establishingaprocessthatclearlydefineshowdatafeedbackiscollected,evaluatedandusedonacontinuousbasis–CoordinationdatacollectedonCustomerSatisfactionwithBusinessResultsTeamforfurtherevaluationBaldrigeBaldrige--WhatAreWeDoingNow?WhatAreWeDoingNow?zInformationAnalysis–ImplementeddatabasetrackingsystemtobeusedforinputofallinformationAgencywidezLeadership–CEO&BoardOfDirectorsdevelopedAgencyStrategicPlan–AnnualBoardRetreatandTrainingestablished–ExpansionofBoardsizeandcapabilitiesBaldrigeBaldrige,WhatAreWeDoingNow?,WhatAreWeDoingNow?PositionedForChangePositionedForChangezStrategicPlanning–LeadershipandManagementStaffdevelopeda5yearBusinessGrowth&DevelopmentPlanthatcentersonfourstrategicinitiatives:•IncreasinginvolvementofBlackMiddleclassinUrbanLeagueaffairs•CreatingaviableRaceRelationsInstitute•ExpandingtheUseoftheTrainingCenter•Increasingfundsgeneratedthrunewbusinessdevelopment.MalcolmBaldrigeCriteriaforQualityMalcolmBaldrigeCriteriaforQualityPerformancePerformance--WhereAreWeGoing?WhereAreWeGoing?zSuperiorPerformancezContinuousimprovementszHighlySatisfiedCustomersWhatHaveWeLearned?WhatHaveWeLearned?zItTakesTime(6months-2years+)zItrequiresplanningandteamworkzItmeanson-goingcommunicationbetweenalldepartmentsandcontinuousassessmentszItrequirespersistenceandstick-to-it-nesszIthasmadeusabetterAgencyzIthelpsustostaycompetitivezItmakestheUrbanLeagueasannon-profit“unique”touseMalcolmBaldrige