2015

Baldrige Performance Excellence Program | www.nist.gov/baldrige

Producing a High-Quality Scorebook

2015 Presentation for Senior and Alumni Examiners

2015

Baldrige Performance Excellence Program | www.nist.gov/baldrige

Objectives

Understand customer requirements Determine best practices Be familiar with expectations and

resources

2015

Baldrige Performance Excellence Program | www.nist.gov/baldrige

What do you think are the

elements of a high-quality

scorebook?

2015

Baldrige Performance Excellence Program | www.nist.gov/baldrige

Customer Requirements

Make comments actionable and encouraging. Provide specific examples and details of key

opportunities. Emphasize the relevance and importance to the

applicant. Align comments with scoring.

2015

Baldrige Performance Excellence Program | www.nist.gov/baldrige

Be Criteria-based; don’t convey personal biases or opinions.

Be insightful. Be accurate and base feedback on a strong

understanding of the applicant (check data!). Be consistent. Provide strong key themes.

Customer Requirements (continued)

2015

Baldrige Performance Excellence Program | www.nist.gov/baldrige

“Straight A” Feedback Comments

Actionable

Accurate

Adequate

Aligned*

*Added Emphasis in 2015

Actionable: relevant to the applicant’s key factors

and specific enough that the organization can use

the feedback to sustain or improve its performance

Accurate: reflect the correct facts/results data stated

or shown in the application

Adequate: meet the Comment Guidelines

Aligned*: reflect the score (i.e., written in language

that syncs with the chosen scoring range

descriptors)

2015

Baldrige Performance Excellence Program | www.nist.gov/baldrige

Actual Comments from Baldrige Award Applicants (Favorable)

“The rating scale doesn't go any higher :)” “I am a firm believer in use of the Baldrige Criteria and

will continue to champion their use wherever I can!” “[The feedback report] was well-written and a quality

piece of work.” “Site visit was both a good experience and valuable for

the organization.” “Pertinent, actionable comments that we will address to

further our performance excellence journey.”

2015

Baldrige Performance Excellence Program | www.nist.gov/baldrige

Comments from 2014 Baldrige Award Applicants (Improvement Opportunities)

The OFI comments appear to exceed the scope of the Criteria language and at times are overly prescriptive.

Key themes talk about early stages, but multiple cycles of improvements were outlined in the application.

A lot of the feedback we received was not scaled down to a small business consideration.

2015

Baldrige Performance Excellence Program | www.nist.gov/baldrige

Comments from 2014 Baldrige Award Applicants (Improvement Opportunities) continued We are having a difficult time understanding

the comment-to-score alignment. They do not seem consistent across the board.

Conflicting strengths and OFIs. We believe we were not given benefit of the

doubt.

2015

Baldrige Performance Excellence Program | www.nist.gov/baldrige

How can you ensure that

examiner teams meet the

customer requirements?

2015

Baldrige Performance Excellence Program | www.nist.gov/baldrige

Everyone is an active participant in both completing work and providing feedback.

No one (including new examiners) should be afraid to provide feedback or ask questions about his/her own or other’s work.

This is a team effort. Item leads and backups collaborate.

If someone is struggling or not meeting deadlines, address the issue ASAP.

Expectations for Team Members and Leaders

2015

Baldrige Performance Excellence Program | www.nist.gov/baldrige

Experienced teams members play the role of mentor to new examiners. Share your tips, tricks, or insights.

Pay close attention to comments that conflict and the balance of comments to the score.

Remember who is the customer of your feedback.

Others?

Expectations for Team Members and Leaders (continued)

2015

Baldrige Performance Excellence Program | www.nist.gov/baldrige

What About the Tech Editor?

Supports a team but does not participate in team’s evaluation.

Uses the Comment Guidelines to review a team’s comments in-process (usually just before consensus call), as well as final scorebook comments.

Provides an outside perspective—carefully considering view of the applicant.

2015

Baldrige Performance Excellence Program | www.nist.gov/baldrige

Resources for Producing a High-Quality Scorebook

Process Facilitator Tech Editor Item Backup Checklist Comment and Scoring Guidelines Consensus Review Step-by-Step (Step 9) Sample Comments in Examiner Resource

Center Presentations on Advanced Comment Editing

Web Page (within Examiner Resource Center)

2015

Baldrige Performance Excellence Program | www.nist.gov/baldrige

Questions?