Raising the Bar
Taking Your Application and Site Visit
to the Next Level
Deanna Herwald
Jim Swofford
VP-Quality Management
Systems
MidwayUSA
Quality Systems Manager
MidwayUSA
November 17, 2011
The Application
Deanna Herwald
VP-Quality Management Systems
MidwayUSA
November 17, 2011
Two Objectives
One – How to approach writing an
application
Two – Best practice elements to consider
How to Approach Writing an
Application
Getting started
Read the WHOLE book
Review applications
Select an author
Treat as a project
How to Approach Writing an
Application
Start writing
Start with the organizational profile
Baby steps
Answer EVERY question
Don’t leave results to the end
Ask for input
Best Practice Elements to Consider
Results – nearly ½ the points
Best Practice Elements to Consider
Results
Easy to understand
Best Practice Elements to Consider
Best Practice Elements to Consider
Results
Easy to understand
Poor performing results
Best Practice Elements to Consider
Results – nearly ½ the points
Highlight important measures
Rank
#1
#2
#3
#4
#5
#6
#7
#8
#9
#10
#11
#12
Figure P.2-2 Company Key Measures
Company Key Measure*
Customer Satisfaction – Overall (Figure 7.2-1)
CG: Customer Satisfaction
Company Goals Performance (Figure 7.5-1)
CG: Customer, Employee, Vendor and Shareholder Satisfaction
Gross Sales – Overall (Figure 7.3-1)
CG: Shareholder Satisfaction
Net Income % of Net Sales (Figure 7.3-2)
CG: Shareholder Satisfaction
Earnings Distribution (Figure 7.3-3)
CG: Shareholder Satisfaction
Inventory Turns (Figure 7.3-4)
CG: Shareholder Satisfaction
Employee Satisfaction and Engagement (Figure 7.4-1)
CG: Employee Satisfaction
Vendor Satisfaction (Figure 7.5-2)
CG: Vendor Satisfaction
Baldrige Self Score (Figure 7.5-4)
CG: Modern Management Practices
Strategic Plan Execution (Figure 7.6-1)
CG: Customer, Employee, Vendor and Shareholder Satisfaction
Donations by Key Community (Figure 7.6-8)
CG: Shareholder Satisfaction
% of Customer Orders with NRA Round-Up (Figure 7.6-10)
CG: Shareholder Satisfaction
Best Practice Elements to Consider
Results – nearly ½ the points
Highlight important measures
Keep answers concise
Speak Baldrigese
Use symbols
Best Practice Elements to Consider
Results – nearly ½ the points
Highlight important measures
Keep answers concise
Speak Baldrigese
Use symbols
Best Practice Elements to Consider
Keep the questions in
Examples, examples, examples
Performance Excellence
Write an
Application
Review and
Score the
Application
Identify
Opportunities
for
Improvement
Implement
Improvements
Start
Again!
Questions?
November 17, 2011
The Site Visit
Jim Swofford
Quality Systems Manager
MidwayUSA
November 17, 2011
September 2009
SUNDAY
MONDAY
TUESDAY
WEDNESDAY
THURSDAY
FRIDAY
SATURDAY
Sighting in on Strategic Planning Process
20
21
22
Kick Off –
MF, DH, HK
develop strategy
for category
meetings
SLT, Team
Members
23
Meet with Esprit de
corps - $5k budget $2.50 or less per
employee
24
25
Cat 5 prep meeting
26
Facility Cleanup Week
Sighting in on Policies and Employee Training and Development
27
Linda out
Burke and Jake on SV
Aaron out 10/2 – 10/6
Larry & Brenda bear
hunt 9/28 – 10/11
28
29
30
October 1
Facilities walk
through
October 2
Facilities Judging
October 3
October 2009
SUNDAY
MONDAY
TUESDAY
WEDNESDAY
THURSDAY
FRIDAY
SATURDAY
Sighting in on Voice of the Customer, Customer Complaint Management and Vendor Resource Center
4
Larry, Sara, Adam out
on hunt
5
6
7
8
Celebration
T-Shirt Distribution
9
10
Physical Inventory
Physical Inventory
CC Move
17
Sighting in on Walk-Around Questions
Final Inspection Week
11
Physical Inventory
CC Move
12
13
14
15
16
SOTB
Celebration
DKS
Celebration
DKS
Celebration
Site Visit Week!
Site Visit Coordination Team
• Best if this is the same team that wrote the
application
• Site visit manual
Esprit de Corps Team
• Get and keep people excited about site visit
Displays Team
• Ensure consistency and accuracy of all building
displays
Facilities Team
• Make sure things are “company ready”
Workforce Preparation Team
• Most important job: increase comfort level of
workforce
– Deploy topics
– Provide guidance
Documentation Team
• Compile required documentation for
examiners
– Before site visit
– During site visit
Gap Analysis Team
• Identify and oversee resolution of gaps from
the application
– Trained examiners work well for this role
Site Visit Category Teams
• Meet with site visit examiners during category
meetings
• Prepare for category meetings
War Room Team
• Field questions and concerns from the
workforce during the site visit
Site Visit Best Practices
• Opening comments
• Prepare the examiner team’s work room
• Provide on-site lunch for examiners and
workforce
• War room
• Facility guides
• Name badges
• Folder for examiners
Questions?