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)