Achieving Organizational Excellence thru alignment of people, process and strategy.

2. Organizational ExcellenceAchieving World Class Quality Prepared For – XXXXXX – 2010 Patrick S. Frazier, CBC Five Star Performance, LLC Patrick.S.Frazier@CoachingAuthority.net 574.286.1123

3. What is MOST Important to YOU? Competitive Advantage Enhanced Product/Service Customer Loyalty Increased Market Share Ability to Innovate Increased Revenue/Growth

4. Model of Alignment

6. Merrill Lynch Credit Corporation, 1997

7. St. Lukes Hospital of Kansas City, 2003

8. Community Consolidated School District, 2003

9. Park Place Lexus, 2005

11. Senior Management has defined a clear direction for our organization. Strongly Agree Somewhat Agree Neutral Somewhat Disagree Strongly Disagree I Don’t Know

12. Leadership This category examines how senior executives guides the organization and how the organization addresses its responsibilities to the public and practices good citizenship. http://www.nist.gov/public_affairs/factsheet/baldfaqs.htm

13. I have written goals and objectives which support the organizations overall objectives. Strongly Agree Somewhat Agree Neutral Somewhat Disagree Strongly Disagree I Don’t Know

14. Strategic Planning This category examines how the organization sets strategic directions and how it determines key action plans. I have written goals and objectives which support the organizations overall objectives. http://www.nist.gov/public_affairs/factsheet/baldfaqs.htm

15. We have a good system for tracking customer satisfaction. Strongly Agree Somewhat Agree Neutral Somewhat Disagree Strongly Disagree I Don’t Know

16. Customer and Market Focus This category examines how the organization determines requirements and expectations of customers and markets; builds relationships with customers; and acquires, satisfies, and retains customers. http://www.nist.gov/public_affairs/factsheet/baldfaqs.htm

17. Every month I am given data that shows how my department is contributing to the organizations results. Strongly Agree Somewhat Agree Neutral Somewhat Disagree Strongly Disagree I Don’t Know

18. Measurement, Analysis, and Knowledge Management This category examines the management, effective use, analysis, and improvement of data and information to support key organization processes and the organization’s performance management system. http://www.nist.gov/public_affairs/factsheet/baldfaqs.htm

19. I have been provided with training to allow me to continually improve my skills and abilities. Strongly Agree Somewhat Agree Neutral Somewhat Disagree Strongly Disagree I Don’t Know

20. Workforce Focus This category examines how the organization enables its workforce to develop its full potential and how the workforce is aligned with the organization’s objectives. http://www.nist.gov/public_affairs/factsheet/baldfaqs.htm

21. When we work on the development of new products/services, we include potential customers in the process. Strongly Agree Somewhat Agree Neutral Somewhat Disagree Strongly Disagree I Don’t Know

22. Process Management This process examines aspects of how key production/delivery and support processes are designed, managed, and improved. http://www.nist.gov/public_affairs/factsheet/baldfaqs.htm

23. I feel as though I have personal responsibility toward this organization achieving business results. Strongly Agree Somewhat Agree Neutral Somewhat Disagree Strongly Disagree I Don’t Know

24. Business Results This category examines the organization’s performance and improvement in its key business areas: customer satisfaction, financial and marketplace performance, human resources, supplier and partner performance, operational performance, and governance and social responsibility. This category also examines how the organization performs relative to competitors. http://www.nist.gov/public_affairs/factsheet/baldfaqs.htm

25. How likely are you to recommend our organization to a friend? Absolutely! Most Likely Depends? Probably Not Not a Chance!

26. Calculating Employee Loyalty Score (ELS) Positive = Absolutely! + Most Likely Negative = Probably Not + Not a Chance! Net Promoter (ELS) = Positive% – Negative% Key: MOST Companies = 0%-33% ABOVE Average = 33% - 50% BEST in Class = 50%-60%

27. Model of Alignment with Criteria

28. Bringing it into focus!

29. If You Can’t Measure It, You Can’t Manage It What Gets Recognized gets Repeated. No Action Implies Permission Good is the enemy of GREAT!

30. GOT A COACH? BDC The Coaching Authority for Michiana!

31. Organizational ExcellenceAchieving World Class Quality Prepared For – Jamil Packaging – June 2010 Patrick S. Frazier, CBC Five Star Performance, LLC Patrick.S.Frazier@CoachingAuthority.net www.coachingauthority.net 574.286.1123