Strategic Planning from the Baldrige Perspective

By Larry PotterfieldMinnesota Council for Quality

May 18, 2010

Strategic Planning

Strategic Planning is the most important factor.

Strategic Planning is Difficult

1. Lack of Standard Strategic Planning Process2. Undocumented Strategic Planning Process3. Lack of standard definitions for Goals and

Objectives4. Not enough Strategic Planning meetings5. All ideas in one bucket

Strategic Planning Definition

• A process that identifies, prioritizes and manages important change

Strategic Planning Purpose

• To maintain or improve performance levels for Organizational Goals

Organizational Goals Definition

• Top-level indicators of an organization’s success in meeting Key Stakeholder Requirements

Key Stakeholder Definition

• Those people or organizations that have a key stake in your organization

Key Stakeholders

• MidwayUSA Key Stakeholders– Customers– Employees– Vendors– Shareholders

Stakeholders of Minnesota Public Schools• Teachers• Staff• Students• Federal government• State government

• School board• Parents• Suppliers• Volunteers

Key Stakeholders – Minnesota’s Public Schools• Parents• Teachers• Students• Suppliers

Parents Key Requirements –

• Stay in school and graduate• Learn above• Be safe

Key Stakeholders – Minnesota’s Public Schools• Parents• Teachers• Students• Suppliers

MidwayUSA Goals

• Customer Satisfaction• Employee Satisfaction• Vendor Satisfaction• Shareholder Satisfaction

Customer Key Requirements – MidwayUSA• Competitive pricing• Product availability• Accurate, intact shipments• Friendly, courteous, respectful, ethical service• Product selection• Easy to do business with• Fast delivery• Knowledge• Timely, relevant, quality marketing communications• Industry support

Employee Key Requirements –

• Good salary and benefits• Job security• The right tools and support to do my job• Advancement opportunities• Opportunities to utilize my knowledge, skills and abilities in my job• Clear communication of goals, expectations and direction by

management• Meaningful, satisfying job assignment(s)• Decision-making authority in my job• Friendly, courteous, respectful, ethical environment• Honest, constructive feedback on my work

Performance against Organizational Goals - MidwayUSA

Customer SatisfactionEmployee SatisfactionVendor SatisfactionShareholder Satisfaction

93% 92%80% 82% -2%92% 90%91% 100% -9%

Actual Desired

Strategic Objective Definition

• “What an organization must achieve to remain or become competitive and ensure long-term sustainability.”

Performance against Organizational Goals - MidwayUSA

Customer SatisfactionEmployee SatisfactionVendor SatisfactionShareholder Satisfaction

93% 92%80% 82% -2%92% 90%91% 100% -9%

Actual Desired

Strategic Objectives – MidwayUSA

Customer SatisfactionEmployee SatisfactionVendor SatisfactionShareholder Satisfaction

93% 92% Maintain80% 82% Improve92% 90% Maintain91% 100% Improve

Actual Desired St. Obj.

SWOT, Review, Analyze and Prioritize• Department SWOT Analysis• Review ideas in the bucket• Analyze and prioritize ideas

Deployment Process Definition• Converting the Strategic Objectives into

Action Plans

Action Plan Definition

• The individual ideas that have been extensively detailed with who, what, where, when and how

Execution Process Definition

• Getting action plans completed!

Weekly Action Plan Status Report – MidwayUSA

Date of Last Update Action Plan Milestone Status Due Date

Plan Description

Owner: Adam Ray

4/21/2010 Improve Website Shopping Cart

Mock-up have been completed and are beginning the review process with the stakeholders.

I have received feedback from Jeff, Aaron, Adam and Joel on the specifications. I still need feedback from Sara and will need a final review from stakeholders.

7/13/2010

Research best practices for eCommerce website shopping carts and implement on MidwayUSA.com. [Potential scope change pending.]

4/21/2010 Improve Website Sign In, Sign Out & Customer Creation

Lew is working hard to get up to speed on this project. Once he is up to speed, we will get his estimates and re-evaluate the ability to finish this project on the current timeline.

5/25/2010

Research best practices for eCommerce website sign in/sign out/customer creation and implement on MidwayUSA.com; Includes duplicate Customer creation analysis and reduction (if possible)

Owner: Deanna Herwald

4/19/2010 University of MidwayUSA

No major milestones to report. 12/31/2010Use process maps and documentation numbers as a foundation of the University of MidwayUSA to create lesson plans/curriculum.

4/19/2010 No Charge Product Number

Current state report emailed to Stakeholders. Preparing "process improvement recommendations".

5/25/2010

Complete an analysis project on the usage of the No Charge Product Number. Redesign the processes associated with the usage of the number utilizing Lean principles.

Follow-Up Process Definition

• Ensuring that the desired results continue to be delivered

Strategic Planning is a Process1. Identifying Strategic Objectives (5 steps)2. Analysis and prioritization of ideas (3 steps)3. Development of Action Plans4. Execution or completion the Action Plans5. Following-up to ensure sustainability of

results

Strategic Planning from the Baldrige Perspective

By Larry PotterfieldBaldrige Performance Excellence Group

4-27-2010