OE21TM Course 1 Introduction to   Organization Excellence

Leadership

Excellence

Customer

Excellence

Operations

Excellence

Workforce

Excellence

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Results

Excellence

Course 1 Introduction to Organization Excellence 

WHO BENEFITS FROM COURSE 1: All Senior Leaders and Managers of Business, Nonprofits, and Government organizations. Course 1 is a prerequisite to OE21 Courses 2, 3, 4, 5, and 6.

 

WHAT YOUR LEADERS AND MANAGERS LEARN:

 

Course 1 provides the foundation of learning Organization Excellence. Course 1 motivates the participants to learn and understand the amazing benefits of getting all leaders and managers engaged, aligned, and focused on measuring and boosting RESULTS (financial, market, customer, product/service, operational work processes, operational effectiveness, and efficiency and workforce satisfaction, engagement, development, and rewards-based performance and innovation. 

FOUR COURSE MODULES

  • (Module 1) A.1 Introduction to Organization Excellence (OE) - a great overview and introduction to organizational excellence and how it is used to measure and boost results that CEOs demand. 

  • (Module 2) B.1 Organization Excellence Assessment - Learn how to use the OE21 Results Dashboard, including the four (4) data collection surveys and how they are exported to the OE21 Results Dashboard. How the OE21 Results Dashboard is used to pinpoint current organization weaknesses and strengths, using a color-coded and numerical rating score system. Also included is how to use the P.1 Organizational Description standard to capture and publish (on the organization's Intranet) the organization's offerings, mission, vision, values, workforce profile, assets, regulatory requirements, and organizational relationships of workers, customers, and stakeholders.

  • (Module 3) 4.1 Measurement, Analysis, and Improvement of Organizational Performance - Learn how to select metrics (KPIs) for leadership, customer, operations, and workforce performance results. Introduction to Performance Measurement Systems (organization KPIs). Learn how to collect KPI data, how it is input to the OE21 Performance Measurement spreadsheet model, and how KPIs are reviewed, analyzed, and used to improve performance toward target (future) goals

  • (Module 4) 4.2  Information and Knowledge Management - Learn how to select valid and timely information that is critical to the organization's knowledge sharing and success. Learn how the OE21 system of standards and decision support tools support information and knowledge management. Also learn how Intranets are created and used to collect, publish, and share information and knowledge.  

HOW YOU LEARN: See the OE21 Learning and Assignment Process on the OE21 Program page.

OE21 TOOLS YOU LEARN HOW TO USE (DOWNLOAD AND PRACTICE DATA INPUT & ANALYSIS:

OE21 SURVEYS

  • LFT B1 Leadership Excellence Results Assessment (survey)

  • LFT B1 Workforce Excellence Results Assessment (survey)

  • LFT B1 Customer Excellence Results Assessment (survey)

  • LFT B1 Operations Excellence Results Assessment (survey)

  • LFT P1 Organizational Profile Part 1 (survey)

OE21 TOOLS (SHEETS AND DOCS

  • Baldrige Framework Criteria Commentary (.pdf)

  • LFT_B.1_Results_Excellence_Dashboard (.xlsx)

  • LFT_1.1_Leadership_Excellence_Action_Plan (.xlsx)

  • LFT_4.1_Metrics_Selection_Tables (.xlsx)

  • LFT_7.4_7.5 PMS Leadership Excellence Metrics (.xlsx)

  • CFT 7.2_PMS Customer Excellence Metrics (.xlsx)

  • OFT 7.1 PMS Operations Excellence Metrics (.xlsx)

  • WFT 7.3 PMS Workforce Excellence Metrics (.xlsx)

WHAT YOU RECEIVE: When you successfully complete Course 1, you receive the first of our Certifications: Associate Internal Consultant - Organization Excellence. This certificate documents your extensive introduction to OE and sets you aside from other leaders and managers. Take a look at this example Certificate:

Earning your AIC-OE Certificate is a milestone in your OE journey and something to be proud of. Your next step is to enroll in the next OE course that fits the organization role:

 

  • Executives and Senior Leaders should complete Course 2 Leadership and Strategy Excellence

  • Marketing, Sales, and CRM managers should complete Course 3 Customer Excellence

  • Operations Managers should complete Course 4, and then Course 5 (Operations Excellence)

  • Workforce Managers (HR, TD, Work Unit Managers) should complete Course 6 (Workforce Excellence)

 

Looking ahead, after you complete the next course(s) you will earn and receive another AIC Certificate (AIC-LE, AIC-CE, AIC-OPS, or AIC-WE. See the Certification page for more information on these. 

Module 1 - A.1 Introduction to Organization Excellence

VALUE ADDED - (MANAGERS AND LEADERS OF ORGANIZATIONS) - Organization Managers who learn this OE21 Standard will understand the following Leadership Excellence practices and techniques:

The OE21™ system is designed specifically to help managers and leaders become engaged in the learning and implementation of tools and techniques which help them understand what 21st-century managers need to know in order to achieve these successes:

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  • Improve workforce climate and satisfaction

  • Improve workforce capability and capacity

  • Improve workforce and leader development

  • Improve and reward workforce excellent performance

  • Improve process design/management to create better products, services

  • Improve project management to achieve cost, schedule, desired outcomes

  • Improve supplier and supply-chain management

  • Improve quality and risk management leading to organization excellence

  • Improve customer satisfaction, value-perception, loyalty, and referrals

  • Improve customer reviews of the organization's products and services

  • Improve financial performance (revenue, costs, overhead, profits, etc.)

  • Improve market performance (market share expansion; new market entry)

  • Improve organization strategy outcomes (become more competitive)

  • Improve community satisfaction and outcomes (give something back)

Managers and leaders will receive training in these  OE21 Organization Excellence topics:

  • Baldrige Framework for Excellence and how it is used in the OE21 Program standards/tools

  • Evidence that the Baldrige Framework really works

  • System Requirements to Implement the OE21 Standards and decision support tools

  • How the OE21 Focus Teams are aligned with the Baldrige Framework and Results

  • How the OE21 Learning and Assignment Process Works

  • How the OE21 online system (oe21.net) is used in the post-training (implementation phase)

Module 2 - B.1 Organization Excellence Assessment

VALUE ADDED - (MANAGERS) - Organization Managers who learn this OE21 Standard will understand the following Leadership Excellence practices and techniques:

  • Help the leaders and managers of the organization to measure, analyze, and then improve organizational performance

  • Conduct initial and future assessments of total organization performance

  • Estimate low, average, or high-performance organization results groups (in points and % scores) and display it on the OE21 Results Excellence Dashboard 

  • Facilitate survey with ~160 questions with ratings (1-5) and narrative improvement suggestions 

  • Facilitate the initial bar (target) for future improvement toward higher performance as displayed on the OE21 Results Excellence Dashboard 

  • Help measures results in key organization areas, including:

    • 7.1  Product and Process Results

    • 7.2 Customer-Focused Results ​

    • 7.3 Workforce Focused Results

    • 7.4 Leadership and Governance Results

    • 7.5 Financial and Market Results

Use the following OE21 Leadership Excellence Tools:

  • LFT B1 Leadership Excellence Results Assessment (survey)

  • LFT B1 Workforce Excellence Results Assessment (survey)

  • LFT B1 Customer Excellence Results Assessment (survey)

  • LFT B1 Operations Excellence Results Assessment (survey)

  • LFT_B.1_Results_Excellence_Dashboard (.xlsx)

  • LFT P1 Organizational Profile Part 1 (survey)

VALUE ADDED - (ORGANIZATIONS) - Organizations will benefit as their managers become "internal consultants" who have the knowledge and tools to help the organization achieve these capabilities and results:

  • Establish organization focus teams (LFT, CFT, OFT, WFT)

  • Launch the four B.1 organization results surveys (one for each focus team)

  • Export OE21 survey results and insert them into B.1 Results Excellence Dashboard

  • Observe the results of B.1 Results Excellence Dashboard 

  • Set initial future goal (target) for B.1 Results Excellence 

  • Conduct organization-wide briefing on B.1 Results Excellence Dashboard results

  • Communicate the path forward (implementation schedules for all OE21 standards)

  • Create or update the Leadership Excellence Action Plan 

 

  • Organizations learn how to use the P.1 Organizational Description standard to capture and publish (on the organization's Intranet) the organization's offerings, mission, vision, values, workforce profile, assets, regulatory requirements, and organizational relationships of workers, customers, and stakeholders.

Module 3 - 4.1 Measurement, Analysis & Performance

VALUE ADDED - (MANAGERS) - Organization Managers who learn this OE21 Standard will understand and be able to accomplish the following Measurement, Analysis and Performance-related actions:

Help select performance measures using Baldrige Framework Category 7 Results as a guide, and including:

  • 7.1  Product and Process Results

  • 7.2 Customer-Focused Results ​

  • 7.3 Workforce Focused Results

  • 7.4 Leadership and Governance Results

  • 7.5 Financial and Market Results

 

Use the following Measurement, Analysis, and Performance Decision Support Tools:

  • OFT_7.1_Metrics_Selection_Tables (.xlsx)

  • CFT_7.2_Metrics_Selection_Tables (.xlsx)

  • WFT_7.3_Metrics_Selection_Tables (.xlsx)

  • LFT_7.4_Metrics_Selection_Tables (.xlsx)

  • LFT_7.5_Metrics_Selection_Tables (.xlsx)

VALUE ADDED - (ORGANIZATIONS) - Organizations will benefit as their managers become "internal consultants" who have the knowledge and tools to help the organization achieve these capabilities and results::

  • Review initial performance indicators on LFT_B.1_Results_Excellence_Dashboard (.xlsx) 

  • Select initial performance measures using all Measurement, Analysis, and Performance Decision Support Tools listed under Value Added (Managers)

  • Select comparative data (benchmarks) using the OE21 benchmark process

  • Review requirements for measurement agility (response to rapid or unexpected changes)

  • Commence regular Performance Analysis and Review using the OE21 PMS spreadsheet model (trend charts and action plans) or the organization's Performance Measurement System (PMS)

  • Help project future performance based on results of current performance visible in the PMS

  • Initiate and continue Continuous Improvement and Innovation to improve performance

Module 4 - 4.2 Information and Knowledge Management  

VALUE ADDED - (MANAGERS) - Organization Managers  who learn this OE21 Standard will understand and be able to accomplish the following Information and Knowledge Management actions:

  • Help provide a web-based process for verifying and ensuring the quality of important internal organizational data and information.

  • Help provide a web-based process for ensuring the immediate availability of key internal organizational data and information, including OE21™ Standards, Tools, and pages that present department policies and work unit procedures.

  • Help provide a web-based process for building, publishing, displaying, and managing organizational knowledge.

  • Help provide a web-based process for publishing and sharing best practices, including the performance of organizations and sharing of "success stories" based application of OE21™ Standards and Tools.

  • Help provide a web-based process for capturing and sharing organization knowledge and learning and helps embed learning in the way the organization operates. 

 

Use the following Information and Knowledge Management Tools:

  • OE21 Standards (27 total)

  • A.1 OE21 Setup (guide for making OE21 available to the organization)

  • OE21 Team Guide

  • OE21 Training, Certification and Awards Processes

  • OE21 Guide for creating the organization's INTRANET

  • OE21 Guide for Standard Operating Procedures (S.O.P.)

VALUE ADDED - (ORGANIZATIONS) - Organizations will benefit as their managers become "internal consultants" who have the knowledge and tools to help the organization achieve these capabilities and results:

 

  • Provide OE21 Login Access to the organization (licenses for managers/leaders)

  • Implement A.1 OE21 Setup procedures (make OE21 available via Intranet Page links)

  • Review OE21 Team Guide (for use in establishing focus teams LFT, CFT, OFT, WFT)

  • Review Data and Information Quality Requirements including Intranet and S.O.P.(s)

  • Review Data and Information Availability Requirements (hardware and software)

  • Establish or revise the organization's Knowledge Management requirements (including OE21)

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