OE21TM Program Training
Organization Excellence for 21st Century
All Managers and Leaders
Leadership & Strategy Excellence
Leadership and Strategy Results
Marketing/Sales CRM Support
Product/Service Design Produce
Operations Efficiency & Innovation
Engagement Talent * Rewards
OE21 Program (How it Works)
OE21 Program Training
OE21 Program Training Goal: OE21 Training is a necessary step before your organization's decision to implement OE21 and use all standards and tools to improve performance. Our suggested guidelines for long-term success is the actual measurement and improvement of key organization RESULTS, defined as:
7.1 Product, Service or Program Results - design, production, delivery, and support
7.2 Customer-Focused Results - marketing, sales, customer relationships, customer support
7.3 Workforce-Focused Results - workforce environment, engagement, workforce/leader development
7.4 Leadership and Governance Results - leadership, governance, strategy development/implementation
7.5 Financial and Market Results - organization financials, marketing results (market share/value growth).:
Note: You can learn more about the details of organization excellence RESULTS by studying the Baldrige Excellence Framework (Category 7 Results), available from N.I.S.T. :
OE21 Program Training Preparations: To prepare for a successful OE21 Training in how to use the OE21 sixty decision support tools and 27 OE21 standards, the first step is to choose your training participants, based upon their natural organization roles. In the OE21 program, we assign your organization leaders and managers to OE21 Focus Teams. Each Focus Team implements its unique set of OE21 Standards and decision support tools.
OE21 Standards are written like standardized operating procedures.
OE21 Decision Support Tools include surveys, spreadsheet models, and other docs.
The following are suggested OE21 Focus Team staffing guidelines:
Leadership Focus Team (LFT): These are senior leaders, directors, or managers (e.g. CEO, CFO, CIO, COO, etc.). The Leadership Focus Team (LFT) is responsible for Leadership Excellence results, including financial performance, marketplace performance, strategy alignment and accomplishment, leadership and social responsibilities, and impact.
Customer Focus Team (CFT): These are managers of customer sales and relationships (e.g. VP Marketing, Manager of Sales, Manager of customer relations, etc.). The Customer Focus Team (CFT) is accountable for Customer Excellence results, including customer engagement, satisfaction and value, key stakeholder's satisfaction and value, product and service performance (in the eyes of customers), and program outcomes.
Operations Focus Team (OFT): Top managers of Product and/or Service Design, Production, Delivery and Customer Support, Project Managers, Quality Managers, Risk Managers and other managers who manage these operations. The Operations Focus Team (OFT) is accountable for Operations Excellence results, including process management, product and service design, production, delivery and support management, supplier/supply chain management, quality management, and risk management.
Workforce Focus Team (WFT): Comprised of Talent Development, Learning Managers, Human Resources Manager(s), and Work Unit Managers. Work Units are small groups of similarly skilled people within Departments or other sections of the organization. The Workforce Focus Team (WFT) is accountable for Workforce Excellence results, including workforce satisfaction. engagement, workforce capability and capacity, learning and development, and rewards-based workforce performance.
How Many Managers and Leaders should Participate? At least one or two managers from each of the Focus Teams (LFT, LFT-IT, CFT, OFT, WFT) should participate in order to take advantage of all of the OE21 Standards and Decision Support Tools. The number of managers and leaders should be also based on the size (number of employees, contractors, or volunteers that work at an organization "site." Note: We define "site" as an establishment (facility or group of facilities located at or near the same address. We define a "Firm" as a multiple site organization, where each site is a separate location address.
Our Recommendations and Guidelines:
A Site with 60 workers should select at least four (4) participants; each who works in what we call Leadership, Customer, Operations and Workforce roles (focus teams),
A Site with 600 workers should select sixteen (16) to forty (40) participants that will fill the roles of Leadership, Customer, Operations, and Workforce Focus Teams. The number of participants per team may vary according to the organization's preferences - but all four focus teams must be involved.
A Site with 1500 workers should select about sixty (60) to one hundred (100) participants that will fill the roles of Leadership, Customer, Operations, and Workforce Focus Teams. The number of participants per team may vary according to the organization's preferences - but all four focus teams must be involved.
A Site with 7500 workers should select about two hundred (200) to five hundred (500) participants that will fill the roles of Leadership, Customer, Operations, and Workforce Focus Teams. The number of participants per team may vary according to the organization's preferences - but all four focus teams must be involved.
A Firm with multiple sites should follow the above recommendations for each site in the firm.
What Do OE21 Training Participants Receive after successfully completing their OE21 Training?
Leadership Focus Team Participants - After successfully completing OE21 Courses 1 and 2, each participant receives a Certification of Completion entitled: Associate Internal Consultant - Leadership Excellence (AIC-LE). The AIC-LE Certificates includes a second page that presents AIC-LE Capabilities.
Customer Focus Team Participants - After successfully completing OE21 Courses 1 and 3, each participant receives a Certification of Completion entitled: Associate Internal Consultant - Customer Excellence (AIC-CE). The AIC-CE Certificates includes a second page that presents AIC-CE Capabilities.
Operations Focus Team Participants - After successfully completing OE21 Courses 1, 4, and 5, each participant receives a Certification of Completion entitled: Associate Internal Consultant - Operations Excellence (AIC-OPE). The AIC-OPE Certificate second page presents AIC-OEP Capabilities.
Workforce Focus Team Participants - After successfully completing OE21 Courses 1 and 6, each participant receives a Certification of Completion entitled: Associate Internal Consultant - Workforce Excellence (AIC-WE). The AIC-WE Certificate second page presents AIC-WE Capabilities.
What is the OE21 Course Price per Participant?
Each Leadership Focus Team participant pays $800 total (that price includes Course 1 and 2)
Each Customer Focus Team participant pays $800 total (that price includes Course 1 and 3)
Each Operations Focus Team participant pays $1200 total (that price includes Courses 1,4 and 5)
Each Workforce Focus Team participant pays $800 total (that price includes Courses 1 and 6)
Can a person participate in and purchase OE21 training other than their own focus team courses?
Yes, and some individuals are expected to complete all of the OE21 Courses.
To learn more, go to the top of this page and select Course 1 to 6 Detailed Descriptions.
OE21 Self-Paced Learning
Figure 1 presents the OE21 Learning and Assignment process, which is applicable to Units 1 through 6 defined at top of this page.
ADVANTAGES OF THE OE21 LEARNING PROCESS - The OE21 learning process is scalable to near-unlimited students who can simultaneously proceed at their own pace and when they have time. The OE21 content is "standardized" which means the flow of Commentary, Standard, Case Study, Decision Support Tools is preserved in all standards.
THE BiG ADVANTAGE - Since OE21 standards are so well documented and easy to follow, there is no need to spend excessive time in "training" before managers get straight to work "implementing" the procedures and tools - which moves the managers closer to the end objective: BOOSTING RESULTS. Bottom line: Our process minimizes "learning" and gets managers "implementing."
For organizations that prefer to use their own Learning Management System (LMS), for testing purposes, the OE21 Workbook Quizzes can be downloaded from and integrated into the LMS testing application, using the survey methods REST API or Zapier processes.
Evidence that OE21 Really Works
The OE21 Standards and tools were designed to be fully aligned with the National Institute of Standards and Technology (N.I.S.T.) Baldrige Excellence Framework.
This outstanding framework is used in support of the U.S. Baldrige National Quality Award. This award is the highest level of national recognition for performance excellence that a U.S. organization can receive.
The N.I.S.T. web site includes the following links to documents that provide strong evidence that the Baldrige framework is of great value to organizations.
Baldrige Excellence Framework OE21 Converts Baldrige into Standards
WHERE OE21 COMES IN - In our 25 years of experience with the Baldrige Framework, we learned how to transform the 300+ Baldrige questions into internal standardized operating procedures and tools that are used to measure and boost financial, market, customer, operations, workforce and community results.
We did the heavy lifting by transforming all those Baldrige Framework questions into twenty-seven (27) Standards (like standardized operating procedures). Next, we added sixty (60) decision support Tools. The result is our OE21 Program. Now organizations have OE21 standards and tools that they can use to guide managers to become internal consultants focused on measuring and boosting meaningful results.
NEXT STEP: Go to Program Implementation to learn how we put OE21 to work