Site Visit Training

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• Site Visit Training

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Learning Objectives

• Describe the purpose of each phase of the Site
  Visit process and the teams deliverables.

• Describe the major steps of each phase of the
  Site Visit process.

• Clearly picture the teams timeline and how it
  relates to each phase of the process.

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The Baldrige Award Process
Independent Review
Consensus Review
Site Visit Review
Oct- Jan
Jan-Feb
March
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The Site Visit Process

• What is the objective of the Site Visit Review?

• Communicate Findings to Panel of Judges so that
  they may make award level determinations

• Determine Most Relevant Feedback

• Identify Role Model Practices

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The Site Visit Process
What is the output of the Site Visit Review?
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Site Visit Overview

• Congratulations to Applicant
• Team Introductions
• Team Organization
• Team Conduct On-Site
• On-Site Schedule
• Schedule Changes
• Exit Briefing Time

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Post-Site Visit Overview

• Thanks to Applicant for Cooperation
• Off-Site Activities
• Completing the Site Visit Report
• Return Materials to Contact
• Team Recommendation
• Judges Meeting
• Announcements and Awards at Symposium
• Feedback Report

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Site Visit Review Three Phases
PLANNING
ON SITE
POST SITE
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Site Visit Review Timeline
ON SITE
POST SITE
ON SITE
10 HOURS / DAY 6 HOURS / EVENING
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Planning Phase Overview
PLANNING
ON SITE
POST SITE
What happens before the planning starts?
Site Visit Review Timeline
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Steps in thePlanning Phase
Review Planning Information
Create the Plan
Prepare for the Planning Call
Review Planning Information
Conduct the Planning Call
Develop Site Visit Issues (SVI) and Strategies
Develop Site Visit Issue (SVI) Worksheets
Review Team Member SVIs
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What do you investigate?

• Clarify all OFIs
• Verify significant Strengths

No Not Clear after SV
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How do you investigate?

• Documentation
• Group interviews/ meetings
• Individual interviews
• Walk around Questions

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Code of Ethical Conduct

• Review and Sign!

If you have already signed one- you dont need to
sign another
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On Site Phase Overview
PLANNING
ON SITE
POST SITE
Site Visit Review Timeline
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Steps in the On Site Phase
Conduct Follow Up Meetings/Interviews Document
Review
Conduct Closing Meeting
Meet with Applicants Category Leads
Schedule Day 2 and 3 Activities and Interviews
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Post Site Phase Overview
PLANNING
ON SITE
POST SITE
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Steps in thePost Site Phase
Walk the Wall
Revise Key Factors, Key Themes, Item and
Score Summary Worksheets
Assemble and Sign the Scorebook
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Whats happening before the planning starts?

• The Applicant is selected by the Baldrige Panel
  of Judges.
• These Judges are charged withthe
  responsibility of making Award recommendations to
  the WSQA Board
• of Directors
• WSQA notifies the Applicant of its selection.
• A Team Leader and Back Up are selected by WSQA
  from a poolof Senior Examiners.
• Teams of 5-10 examiners are finalized. Team
  members selected based on experience, industry
  knowledge and availability.
• A WSQA mentor (PEPD member) is selected to join
  the team .
• The Applicants Official Contact Point (OCP) is
  notified of thepurpose and expectations of the
  site visit.

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Whats happening behind the scenes during the
Planning phase?

• The Team Leader and Mentor coordinate planning
  calls, logistics for the team, mentoring by the
  Team Leader, and the Site Visit Schedule,
  including the travel schedule.
• 2 days in advance of the Site Visit the Team
  Leader sends the 1st day interview schedule and
  documentation requirements to the Applicants
  Official Contact Point (OCP).
• The Team Leader sets the agenda for the Sunday
  planning meeting, and drafts a schedule for the
  rest of the site visit.

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Whats happening behind the scenes during the On
Site phase?

• The Team Lead or mentor meets with the
  Applicants 0fficial Contact Point (OCP) at the
  end of each day to debrief the days events.
• The Mentor makes observations and recommends
  improvements to the site visit review process.
• The Team Leader or mentor discusses with the OCP
  ongoing communication and interview scheduling
  needs.
• The team lead coordinates with the OCP for visits
  to other sites and other work shifts as
  necessary.
• The Mentor and Team Leader ensure that the team
  and the Applicant are satisfied with the process.

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Whats happening behind the scenes during the
Post Site phase?

• The team consolidates all computer files.
• The Team Leader and Mentor take an electronic
  copy of the Scorebook.
• Shred unneeded documents
• The scorebook editor, Team Leader and mentor
  edits the Scorebook and
• performs other duties to prepare for the Judges
  meeting.
• The Team Leader and mentor will participate in
  the Judges Meeting.
• Chair of the Judges panel will notify the WSQA
  Board of their award
• Recommendations
• To close the process, WSQA will generate the
  Feedback Report andsend to the Applicant and
  will notify the applicant of the award level

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Timeline
POST SITE Thurs - Sat
PLANNING Sept / Oct
ON SITE Mon - Thurs
HOTEL 48 HOURS
10 HOURS / DAY 6 HOURS / EVENING
PREPARATION 12 HOURS
TRAVEL
TRAVEL
SUNDAY MEETING 9 HOURS
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Conduct- Professional

• Dress professional on site attire
• Safety rule adherence
• NO SMOKING within 25 ft of building
• NO SMOKING in the conference room
• Respect the expense policy
• Always travel in 2s on site
• Language professional (no cursing)

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Documenting Your Work

• Objectives
• Upon completing this unit, Examiners new to
• site visit will be able to
• Differentiate the 3 forms used to document their
  work by name and use
• Identify Resource and Reference materials, their
  locations, and the additional details provided
  for completing each required form

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Site Visit Issue Worksheet

• Worksheets help you plan
• Ensure issue has been addressed
• Document findings

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Documenting Your Work

• Item Worksheets

Site Visit Issue Worksheets
Site Visit Strategy Tool
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Item Worksheet

• Part One

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Step 1 Gather the Completed CR Scorebook and the
blank SV Scorebook

• Completed CR Scorebook

• Blank SV Scorebook

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Step 2 Create an Item Worksheet for each of your
assigned Items
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Step 3 List the Item references for each
Consensus comment in the first column of the Item
Worksheet

• Site Visit Item Worksheet

• Consensus Item Worksheet

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Step 4 Copy and paste each Consensus comment into
the second column of the SV Item Worksheet

• Consensus Worksheet

• Process Item Worksheet

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Item Worksheet - Review

• Gather your Consensus Scorebook and a blank Site
  Visit Scorebook.
• Create an Item Worksheet for each of your
  assigned Items.
• List the Item references for each Consensus
  comment in the first column of the Item
  Worksheet.
• Copy and paste each Consensus comment into the
  second column of the Item Worksheet.

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Part Two

• Developing Site Visit Issue Statements

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Developing Site Visit Issue Statements from
Consensus Comments

• Basic Requirements for Process Items

All bolded comments and all OFI comments must be
verified (strength) or clarified (OFIs).
SVIs should be developed at the key process
level.
Typically Examiners are able to verify or clarify
1 to 3 SVIs per item.
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Developing Issues at the Key Process Level

• Several comments addressing multiple Criteria
  requirements within an
• Area to Address can be grouped in an SVI focused
  on an Area to Address using language from the
  Overall Criteria requirements.

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Developing SV Issues at the Key Process Level

• Site Visit Issue Statements

• Item 1.1 Requirements

• Write the Site Visit Issue at the Area to Address
  level
• When your comments are written at the multiple
  requirement level

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Drafting the SVI Statement

• Site Visit Issue statements begin with the
• objective to

Verify (an applicant response) or
Clarify (an applicant response)
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Complete the SVI Statement

• Verify that the performance measurement system
  does exist and is operational.
• Clarify whether a learning process is in place.

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Document the SV Issue statements on the Item
Worksheet
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Completing the Site Visit Issue Worksheet

• Item Worksheet

• Site Visit Issue Worksheet

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Developing site visit issue Worksheet

• Part Three

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Developing the SV Issue Worksheet - Process

• Process Item Worksheet

• Process
• Site Visit Issue Worksheet

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Completing the SV Issue Worksheet Process Items

• Copy and paste the Item Reference(s) from the
  Item Worksheet to the SV Issue Worksheet.
• Copy and paste the SVI statement from the Item
  Worksheet.
• Read through the entire Consensus Scorebook
  noting Item comments that could be impacted by
  your findings.

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Identify the core questions that must be answered
in order to draw conclusions about the accuracy
of the Consensus comments
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Part Four

• Developing Core Questions

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Analysis Required

• The SVI Worksheet asks, What core questions
  must be answered in order to draw conclusions
  about the accuracy of the comments affected?

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Principle

• Questions for Process Items should be built
  around verifying or clarifying the references to
  Approach, Deployment, Learning, and Integration
  (ADLI) included in the Consensus comment .

A-D-L-I
Questions for Results Items should be built
around verifying or clarifying the references to
Levels, Trends, Comparisons, and Integration
(LeTCI).
Le-T-C-I
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Approach

• Item Ref. STRENGTHS  
• 4.1a(1,3) The SLT is responsible for selecting
  data and information for tracking overall
  organizational performance. As part of the SPP,
  the SLT chooses performance measures and ensures
  the measures address all principal success
  factors. The MAP data warehousing software is
  used to collect and manage the performance data.
  All members of the workforce can access MAP and
  enter their own performance data directly, with
  some real-time data automatically uploaded and
  integrated into process scorecards. Routine
  performance reports are automatically generated
  from MAP, including supplier scorecards that are
  shared with key suppliers and partners.
  Twenty-two key operational and strategic
  performance measures, with associated performance
  goals and comparisons, are presented in the
  organizational scorecard (Figure 4.1-1). These
  measures are linked to the applicants strategic
  objectives, strategic advantages and challenges,
  and core values, and they provide the potential
  for the integration of strategic planning,
  operations, decisions, and actions.

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Deployment

• Item Ref. STRENGTHS  
• 4.1a(1,3) The SLT is responsible for selecting
  data and information for tracking overall
  organizational performance. As part of the SPP,
  the SLT chooses performance measures and ensures
  the measures address all principal success
  factors. The MAP data warehousing software is
  used to collect and manage the performance data.
  All members of the workforce can access MAP and
  enter their own performance data directly, with
  some real-time data automatically uploaded and
  integrated into process scorecards. Routine
  performance reports are automatically generated
  from MAP, including supplier scorecards that are
  shared with key suppliers and partners.
  Twenty-two key operational and strategic
  performance measures, with associated performance
  goals and comparisons, are presented in the
  organizational scorecard (Figure 4.1-1). These
  measures are linked to the applicants strategic
  objectives, strategic advantages and challenges,
  and core values, and they provide the potential
  for the integration of strategic planning,
  operations, decisions, and actions.

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Learning

• Item Ref. STRENGTHS  
• 4.1a(1,3) The SLT is responsible for selecting
  data and information for tracking overall
  organizational performance. As part of the SPP,
  the SLT chooses performance measures and ensures
  the measures address all principal success
  factors. The MAP data warehousing software is
  used to collect and manage the performance data.
  All members of the workforce can access MAP and
  enter their own performance data directly, with
  some real-time data automatically uploaded and
  integrated into process scorecards. Routine
  performance reports are automatically generated
  from MAP, including supplier scorecards that are
  shared with key suppliers and partners.
  Twenty-two key operational and strategic
  performance measures, with associated performance
  goals and comparisons, are presented in the
  organizational scorecard (Figure 4.1-1). These
  measures are linked to the applicants strategic
  objectives, strategic advantages and challenges,
  and core values, and they provide the potential
  for the integration of strategic planning,
  operations, decisions, and actions.

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Alignment and Integration

• 4.1a(1,3) The SLT is responsible for selecting
  data and information for tracking overall
  organizational performance. As part of the SPP,
  the SLT chooses performance measures and ensures
  the measures address all principal success
  factors. The MAP data warehousing software is
  used to collect and manage the performance data.
  All members of the workforce can access MAP and
  enter their own performance data directly, with
  some real-time data automatically uploaded and
  integrated into process scorecards. Routine
  performance reports are automatically generated
  from MAP, including supplier scorecards that are
  shared with key suppliers and partners.
  Twenty-two key operational and strategic
  performance measures, with associated performance
  goals and comparisons, are presented in the
  organizational scorecard (Figure 4.1-1). These
  measures are linked to the applicants strategic
  objectives, strategic advantages and challenges,
  and core values, and they provide the potential
  for the integration of strategic planning,
  operations, decisions, and actions.

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Quick Quiz Core Questions

• SVI Statement Verify that the performance
  measurement system does exist and is operational.
  Verify the approach, deployment, and alignment
  described in the application. Clarify whether a
  learning process is in place.
• What question(s) do you need to answer in order
  to draw conclusions about the accuracy of the
  feedback you are providing to the applicant about
  its performance management system?

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Quick Quiz Core Questions

• SVI Statement Verify that the performance
  measurement system does exist and is operational.
  Verify the approach, deployment, and alignment
  described in the application. Clarify whether a
  learning process is in place.
• What question(s) do you need to answer in order
  to draw conclusions about the accuracy of the
  feedback you are providing to the applicant about
  its performance management system?

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Process and Result Items Documentation

• Process Items Documentation
• Use the Consensus Scorebook and the Process Item
  Worksheet
• Use the Process Site Visit Issue Worksheet
• Calls for Item references
• Use A-D-L-I evaluation factors.
• All bolded comments and all OFI comments must be
  verified (strength) or clarified (OFI)
• Use the Site Visit Strategy Tool

• Results Items Documentation
• Use the Consensus Scorebook and the Results Item
  Worksheet
• Use the Results Site Visit Issue Worksheet
• Calls for numbering the strength comments and the
  OFI comments
• Use Le-T-C-I evaluation factors
• All comments must be verified or clarified
• Use the Site Visit Strategy Tool

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Developing the Results Site Visit Issue Worksheet

• Place holder for CR Results Item Worksheet

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Transfer the comment number and a brief
description of the subject to the Column labeled
Comment .

• Consensus Item Worksheet

• Results Item Worksheet

• Placeholder for CR Item 7.x worksheet

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For each comment, list the figures associated
with that comment.

• Consensus Item Worksheet

• Results Item Worksheet

• Placeholder for Consensus Results Comment

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Summarize for the comment as a whole your
relevant analysis in each of the Le-T-C-I
columns.

• Levels
• Trends
• Comparisons
• Segmentation Linkage

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Site Visit Strategies

• Part Five

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Developing SVI Strategies

• Once you have developed your core questions, you
  will need to draft your strategy for answering
  the questions and closing your site visit issue.

Closing the site visit issue refers to having
determined that the answer to your questions does
or does not exist.
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Completing the Site Visit Strategy Tool

• Record the people you would like to interview and
  the questions you would like to ask.

Record the documents you would like to review and
the information you want to see in these
documents.
List your walk around questions.
Identify the events, meetings, activities, or
processes you would like to observe and what you
would like to see.
List the sites you would like to visit and the
purpose of the visit, e.g. location for
a scheduled meeting, a unique process to observe,
or an opportunity to check deployment with a
specific group of employees.
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Completing the SV Issue Worksheet
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Summarize the Evidence, Conclusion and the Impact
on the Consensus Comment
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Completing the Item Worksheet

• Part Six

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Completing the Item Worksheet Process

• Transfer a summary of your findings to the
  column labeled Summary of Conclusions and Impact
  on Comments.

Revise the Consensus comments as appropriate and
enter into the third column, Strength/OFI
Comments After Site Visit.
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Transfer your Evidence, Conclusion, and the
Impact on the Comment to the Item Worksheet.
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Revise and Record the Comment - Process
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Completing the Item Worksheet - Results

• Results Item Worksheet

Complete the rows New Data Found on Site Newly
Recognized Gaps Discovered on Site
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Completing the Item Worksheet - Results

• Results Item Worksheet

Complete the Summary of Findings and Impact on
Comments column
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Part Seven

• Wrapping Up

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Summary of Documenting Your Work

• Part One demonstrated how to transfer information
  from the Consensus Worksheet to the Item
  Worksheet.
• Part Two described how to develop Site Visit
  Issue Statements.
• Part Three described how to fill in the SVI
  Worksheet.
• Part Four gave you practice in analyzing
  comments to form core ideas.
• Part Five described the components of a Site
  Visit Strategy.
• Part Six described Completing the Item Worksheet.

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SV Tips from others

• Meetings
• -improve focus by including an open question at
  the end of the meeting
• -restate or summarize to ensure clear
  understanding and to reinforce that you were
  heard
• Keep an open and friendly demeanor to help place
  the applicant at ease
• Review key themes early include in walk the
  wall
• Have a fun coordinator to ensure there are
  breaks, food, and some fun
• Remember to treat your teammates with respect,
  even if you are tired.
• Work as a team- ask for help and give help
• Be kind and supportive

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SV Tips from Others

• Have a fun coordinator to ensure there are
  breaks, food, and some fun
• Remember to treat your teammates with respect,
  even if you are tired.
• Work as a team- ask for help and give help
• Be kind and supportive
• Be organized and prepared

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Materials / Tools

• 1st planning call sent to mentors and lead
• Manual
• Slide set
• Strategy Tool and sample
• SV scorebook (process and results sample)
• SV Quick start
• Document Log
• Interview log
• Walk around Questions
• Opening and Closing slides (mentor lead)

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Congratulations

• You have completed this learning module and
  should be able to
• Differentiate the three forms you will use
• Enter the appropriate information on each form
• Ensure the data remain consistent and accurate
  
• as you transfer them from one form to another