The Criteria for Performance Excellence can be used as a tool to evaluate an organization's PROCESSES (categories 1-6) and its PERFORMANCE (category 7) relative to the following seven Categories:
1 Leadership2 Strategic Planning3 Patient, Customer and Market Focus4 Measurement, Analysis, and Knowledge Management5 Staff Focus6 Process Management7 Organizational Performance Results
For a customized feedback report based upon your completed Quick Check...
Any visitor to this site can use the Quick Check to enhance their understanding of the Criteria requirements, the evaluation process, and the stages in the journey to excellence. For those who wish to use this Quick Check for self-assessment, Kilbride will prepare a customized feedback report of Strengths and Areas for Improvement relative to the key requirements of the 2003 Criteria for Performance Excellence. This service is available to organizations who:
Each organization who utilizes this service will submit just one Quick Check. You may choose to have one individual complete the assessment, or you may review the questions with multiple individuals and use their input to prepare a single submission. Your self-assessment will be reviewed by Kilbride and used to prepare a customized feedback report for your organization. Kilbride is also available to work with key individuals or teams in your organization to review the feedback, prioritize gaps, and develop improvement plans.
Please Provide the Following When Completing Your Quick Check
Individual who will serve as key contact between your organization and Kilbride.
Your Name
Organization
Position/Title
Mailing Address
Phone
Email address
Select the sector that best describes your organization:
Industry
Service
Healthcare
Education
Government
Briefly describe your organization's main products/services, key customer groups, # and types of employees, location(s), size, and strategic challenges.
Directions for Completing the Quick Check
Read each question. Review the possible responses, beginning with the response on the left (e.g., We do not do this yet). Work to the right, and read each response until you find the one that most accurately describes the current approach in your organization. When you read a response that does not feel completely "true" for your organization, go back and select the previous response. It is possible that none of the responses will exactly describe your organization, so select the response that comes closest to describing the CURRENT state of your organization.
Indicate your response by clicking on the appropriate radio button. None of your responses are "final" until you click the Submit button at the end of this survey. Completing the Quick Check should take approximately 30 minutes.
Quick Check for Category 1
Questions 1-4 cover Category 1 of the 2003 Criteria, and are used to evaluate the PROCESSES of your Senior Leaders that are essential to becoming a high-performance organization. (The term "Senior Leaders" should be interpreted as the highest ranking member of your organization and all of his/her direct reports.) Questions 1-4 ask you to evaluate whether the leadership processes of your organization are:
Evaluate the approaches used by your Senior Leaders for:
1. Communication How do senior leaders set and communicate the organization's values, direction, and performance expectations?
We do not do this yet.
A few leaders occasionally perform related activities, but no defined process for this purpose.
Some leaders have begun to use a defined process for this.
Many leaders consistently use an effective process for this.
Most leaders regularly use a systematic approach that includes a check of process effectiveness, with some improvements made to this process.
All leaders utilize a systematic, fact-based approach, with data used to continuously evaluate and improve this process.
2. Organizational Review How do senior leaders review the key measures of organizational performance and progress relative to plans?
3. Governance How do senior leaders ensure fiscal and management accountability, and the protection of stockholder and stakeholder interests?
4. Social Responsibility How do senior leaders address their responsibilities to the public, ensure ethical behavior, and support the key communities where the organization operates?
Quick Check for Categories 2-6
Questions 5-17 cover Categories 2-6 of the Criteria, and are used to evaluate many of the PROCESSES that are essential to becoming a high-performance organization. These questions ask you to evaluate whether the approaches used in your organization for a variety of purposes are:
Evaluate the approaches used by your organization for:
5. Strategic Planning how do you develop strategies and measurable objectives to enhance the competitive position, overall performance, and future success of the organization as a whole?
Some related activities, but no defined process for this.
Basic process is defined and being used by some of the org.
Effective process is consistently used by most of the org.
Systematic approach is fully deployed, includes check of process effectiveness, and some improvements have been made in this process.
Fact-based approach uses data to continuously evaluate and improve this process.
6. Action Planning how do you convert the overall strategies and objectives into clear action plans, milestones and measures that align performance at all levels of the organization?
7. Market Planning how do you identify market segments or target customer groups, and determine the key requirements, expectations and preferences of each group?
8. Patient/Customer Relationship Management how do you build relationships with patients and other customers by making it easy for them to seek assistance or information, obtain services, and resolve complaints?
9. Patient/Customer Satisfaction Measurement how do you measure the satisfaction of patients and other customers and use this data to improve?
10. Balanced Scorecard how do you select the key indicators of organizational performance, and gather/analyze/use this data to assess and improve performance?
11. Organizational Design how do you organize work and jobs in order to promote your culture and enable high performance?
12. Staff/Human Resource Development how do you hire, train, manage, and compensate staff to achieve high performance?
13. Staff Health, Safety & Ergonomics how do you measure and improve the health, safety, and ergonomics (HSE) of your workplace, and ensure preparedness for emergencies or disasters?
14. Staff Satisfaction Measurement how do you measure the satisfaction of staff and use this data to improve the work environment and employee support climate?
15. Development and Introduction of New Health Care Services how do you design and introduce new health care services, and service delivery processes?
16. Delivery of Health Care Services how do you manage the day-to-day operations of your key health care delivery processes to achieve health care outcomes and patient satisfaction? (includes processes for the purpose of prevention, maintenance, health promotion, screening, diagnosis, treatment/therapy, rehabilitation, recovery, palliative care, supportive care, etc.)
Some related activities, but no defined processes
17. Business and Support Processess how do you design and manage the day-to-day operations of your key business processes and support systems or functions? (Key business processes include those non-health care service processes considered most important to business growth and success by your organization’s senior leaders. Might include processes for innovation, technology acquisition, information and knowledge management, supply chain management, supplier partnering, outsourcing, mergers and acquisitions, project management, sales and marketing, etc. Key Support processes are those considered most important for support of your organization’s health care service design and delivery processes, staff, and daily operations. Might include housekeeping, medical records, finance and accounting, facilities management, legal, etc.)
Quick Check for Category 7
Questions 18-26 cover Category 7 of the 2003 Criteria, and are used to evaluate the availability of data, and the level of performance achieved in those key RESULT areas that define high performance. These questions ask you to evaluate whether you have:
Evaluate the extent to which you have actual data (charts and graphs) for key result areas, and the performance level indicated by these data for each of the following:
18. Health Care Results (data for key health care outcomes, health care service delivery results, patient safety, and patients' functional status, e.g., data for the results of processes in question 16).
No actual data for these areas yet
Data for a FEW key results in this area
Data for SOME key results --- Data indicates current performance is GOOD
Data for MANY key results --- SOME TREND DATA demonstrates improvement over time
Data for MOST key results --- MANY trends are positive ---Comparisons available for a FEW key areas
Data for ALL key results --- ALL trends are positive --- Comparisons available for SOME key areas
19. Patient and other Customer Satisfaction and Perceived Value (data from processes in question 9)
20. Financial Performance (such as profit, liquidity, return on investment, margins, value added per staff member, etc.)
21. Marketplace Performance (such as market share, position, business growth, new markets entered, etc.)
22. Staff Satisfaction and Work System Results (data from processes in questions #11, 12, 14)
23. Staff Health & Safety (data from processes in question #13)
24. Key Processes or Operations (data for the operation of processes in questions #15-17)
25. Accomplishment of Strategy (data for achievement of objectives and plans identified by processes in questions #5-6)
26. Governance, Social Responsibility and Citizenship (data for fiscal accountability, ethical behavior, regulatory/legal compliance, social responsibility, and community support processes in questions #3-4)
Completing the Quick Check
Click the Submit button below to send your self-assessment input to Kilbride Consulting, Inc. Before you do, make sure you have completed all 26 questions and provided the contact information at the beginning of the Quick Check. After you submit, your responses will be reviewed by Kilbride and used to provide you with a customized feedback report that describes your organization's Strengths and Areas for Improvement relative to the key requirements of the Criteria for Performance Excellence. Thanks for using the Quick Check and good luck on your journey to excellence.
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