Baldrige Project: Customer Expectations

Prework:

• For the Baldrige Projects throughout the course, you will be evaluating the LifeBridge Organ and Tissue Sharing Case Study document and associated Baldrige documents which are available in the Baldrige Case Study module. Go to this module and complete the following:
  • Open the 2019-2020_Baldrige_Excellence_Framework_Business-Nonprofit.pdf document and review the following sections:
    • Health Care Criteria for Performance Excellence Overview and Structure (pp. 1-2)
    • Organizational Profile (pp. 4-6)
    • Category 3.1 Customer Expectations (pp. 13)
    • Scoring System and Scoring Guidelines (pp. 29-34)
    • Core Values and Concepts (pp. 38-43)
  • View the video 2019-2020 Baldrige Excellence Framework A Guided Tour.
  • Review the following documents (you will be using these as a guide in completing all the Baldrige assignments):
    • Baldrige Projects Step-by-Step Guide.docx
    • A-D-L-I Factors (Process Items).pdf
    • Strength-OFI Comment Guidelines.pdf
    • Scoring Guidelines for Process Items.docx
    • Rubric for Baldrige Projects.docx

Assignment Task:

1. Read the following sections of the LifeBridge Organ and Tissue Sharing Case Study document:
   1. Organizational Profile (pp. i-v)
   2. Category 3.1 Customer Expectations (pp. 10-11)
2. View the following recordings:
   1. Baldrige Case Study 3.1 Customer Expectations example
   2. Baldrige Case Study 3.1 Customer Expectations (scoring)
3. Open the LifeBridge Case Study Organizational Profile & Customer Expectations.xlsx file and review the information entered in the Key Factors tab. This section was completed by evaluating LifeBridge Organ and Tissue Sharings responses to questions in the Organizational Profile.
4. Click on the 3.1 Customer Expectations tab and complete the worksheet using the following steps:
   1. Read the criteria item and review the questions under the Criteria Requirements column.
   2. Determine the most relevant key factors for the item. Considering what the Criteria is asking, determine which organizational attribute(s) would have the greatest influence on the applicants responses to the item requirements.
   3. Read section 3.1 of the LifeBridge Organ and Tissue Sharing application. Identify processes the applicant uses to address item requirements or any gaps between the Criteria and the applicants response.
   4. Evaluate the processes that have been identified in the application using the guidelines provided in the A-D-L-I Factors (Process Items).pdf file. Make notes in the Strength Evidence and Opportunity for Improvement columns in the worksheet.
   5. Write one strength and one opportunity for improvement (OFI) comment for the organization. For this first assignment, I have provided an example for you.
      1. The first sentence of each comment should include a strength (or OFI) that relates to one of the ADLI factors and a criteria item. For example, LOTS has a systematic and well-deployed approach for listening, interacting with, and observing customers to obtain actionable information. There is evidence of approach and deployment for listening to customers to achieve actionable information (criteria item).
      2. For strength comments, the second sentence will provide an example from the organizations application). For example, The VOC Process incorporates a variety of listening methods throughout the Customer Life Cycle (Figure 3.1-1). LOTS provides evidence of an approach for listening to customers. (Note: For OFI comments, you will not have an example since this identifies a gap).
      3. The last sentence should provide relevance; in other words, link the comment to a key factor in order to highlight a benefit that the organization may realize if continuing its current approach (strength) or closing a gap that exists. For example, Utilizing this approach enhances LOTS's core competency of creating a positive donation experience. Linking the strength to a core competency provides relevance of this process for LOTS.
   6. Score the organization (in the cell provided at the top of the worksheet) based on the most appropriate scoring band using the Scoring Guidelines for Process Items.pdf file.