OE21TM Management Analyst Training

OE21TM Organization Excellence for 21st Century - Our framework for Management Analyst Certification

Course 1

Organization Excellence


All Managers and Leaders

Prerequisite for 

all Courses

Course 2


Leadership & Strategy Excellence

Leadership and Strategy Results 


Course 3


Customer Excellence


Marketing/Sales CRM Support

Course 4


Work Processes


 Product/Service Design Produce

Course 5


Operational Effectiveness

Operations  Efficiency & Innovation

Course 6

Workforce Excellence


Engagement Talent * Rewards

Management Analyst Training

Scope of Management Analyst Training: First and of great importance is that this special training is based upon a solid framework: the National Institute of Standards and Technology (N.I.S.T.) Baldrige Excellence FrameworkThis outstanding framework is used in support of the U.S. Baldrige National Quality Award.


The Baldrige Award is the highest level of national recognition for performance excellence that a U.S. organization can receive and it is also used in numerous international governments and programs.  

To create our OE21 Management Analyst Program, we spent many years transforming the Baldrige Excellence Criteria for Awards into working standardized operating procedures (Standards). Then we created over 70 decision support tools used to implement these standards. The end result is that we now have the world's only standards and integrated tools for Management Analysts. No other solutions or programs can compare with ours. 

Not only do we have the only Management Analyst standards integrated with decision support tools, but we also created an entirely unique value and methodology for Certification. All other "certifications" are basically badges that managers earn by studying 3rd part standards, passing certification tests, and being interviewed by 3rd party organizations to ensure that managers meet their certification requirements. The shortfall of this approach is that an organization cannot be assured that that certified person has the tools and procedures to do what CEOs demand: To help measure and boost the organization's financial, market, customer, operations, workforce, and community results. Only time will tell if the investment in certification really pays off. The only thing certain is that the certification will help the manager get a job, perhaps with another organization. 

Our Certifications are vastly different. Our process guides managers into an integrated "train and apply" process. Each training lesson includes learning content and tools, testing knowledge, and then actual implementation of the tools. This process gets managers immediately engaged in measuring and boosting the organization's financial, market, customer, operations, workforce, and community results. Just what the CEO demands, along with greater chances of organization sustainability and growth 

When managers complete training implementation of standards and tools,  results are being regularly measured, and results boosting is moving forward, the organization awards certifications to all manager and leader participants. With our program, certification is directly linked to results!

Our OE21 Management Analyst Training program trains managers and leaders and gets them quickly engaged in measuring and boosting these results:


  • 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

We associate your managers and leaders with appropriate focus teams.


ideally, your organization should choose two or more managers or leaders from four organizational groups: Leadership, Customer, Operations, and Workforce groups. 


  • 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. 

Additional Guidelines for Participants: The number of managers and leaders for Management Analyst Training and Certification 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:

  • A Site with 60 workers should select at least four (4) participants; each assigned to a focus team: Leadership, Customer, Operations or Workforce focus team,

  •  A Site with 600 workers should select a minimum of sixteen (16) and up 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 a minimum of thirty-two (32) and up to eighty (80) participants that will fill the roles of Leadership, Customer, Operations, and Workforce Focus Teams. 

  • A Site with 7500 workers should select 150 or more participants that will fill the roles of Leadership, Customer, Operations, and Workforce Focus Teams. 

  • A Firm with multiple sites should consider the above recommendations for each site in the firm.

OE21 Management Analyst Training and Implementation 

Step 1 - Participant login to OE21.net and navigate to the OE21 Standard to be studied and implemented.

Step 2 - Select and download the Workbook spreadsheet for this OE21 Standard

Step 2 - Select Content Commentary and study the commentary (from Baldrige Framework)

Step 3 - Study remaining content on the OE21 Standard web page

Step 4 - Select and study the Case Study content for this same OE21 Standard

Step 5 - Observe Quiz questions in the Workbook. Input answers to these questions in the Workbook. Save. 

Step 6 - Download and open the OE21 decision support tool (spreadsheet) for the OE21 Standard.

Step 7 - Follow Workbook instructions to make changes to the Survey tab on the tool. These changes simulate changed survey inputs which are linked from the survey tab to the Analysis tab of the tool.

Step 8 - Observe the Analysis tab of the tool. Note the Analysis data have changed after Step 7 changes.  

Step 9 - Observe Quiz questions in the Workbook. Input answers to these questions in the Workbook. Save. 

Step 10 - Go to the online Quiz for this same OE21 Standard

Take the Quiz for this OE21 Standard (self-grading quiz with feedback)

If Quiz is passed, then proceed to Step 11. If failed, then repeat steps 2 through 10.

Step 11 - Participant reports progress to Focus Team leader for this Standard.

Step 12 - When all Focus Team members (participants) finish the OE21 Standard, the learning process for the Standard is complete and the Team proceeds to Step 13.

Step 13 - Focus team members work together to implement this OE21 Standard. Implementation usually includes conducting surveys to collect data, the input of survey data into the OE21 spreadsheet model, analysis of the spreadsheet model results, and then creating an Action Plan (project)  aimed at improvement of the results. The last step is updating one or more trend charts associated with the same OE21 Standard. 

Step 14 - The Focus Team updates OE21 Intranet Main Page with the progress (% complete) for the OE21 Standard. 

Step 15 - Those with assigned Action Plan tasks (Step 13) start performing the tasks, which lead to improved results that are visible on OE21 Trend Charts and associated Analysis Dashboard files.

Step 16 - The Focus Team members repeat the above steps for their next assigned OE21 Standard.


Step 17 - When Focus Teams have completed all of their assigned OE21 Standards, they notify their CEO and Training/Development Manager. The CEO and TDM then confirm to focus team member one of four Certifications:


  • Management Analyst Certification - Leadership Excellence

  • Management Analyst Certification - Customer Excellence

  • Management Analyst Certification - Operations Excellence

  • Management Analyst Certification - Workforce Excellence

Once all focus teams are certified, the organization has taken a very significant step towards its desired outcome of improved results and performance. By the end of six months, most teams should be at this point and by the end of year 1, most organizations should see significant results improvements


THE ADVANTAGE OF 24/7 ANYTIME ANYWHERE TRAINING AND IMPLEMENTATION - Since all training participants need only a good PC, Internet Connection, and a space to work, the training and implementation can be done at home, at work, or somewhere else that is appropriate. We can lead training using online meeting tools, or we can provide log in online, self-paced online training with automatic testing and progress tracking. In all cases, the organization controls the pace at which managers learn and implement our powerful standards and tools. 

Evidence that our OE21 Framework 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.


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 20/20: An Executive's Guide to the Criteria for Performance Excellence


CEO Issue Sheet - Baldrige: Performance Excellence Delivers World-Class Results PDF

Economic Evaluation of the Baldrige Performance Excellence Program December 2011









                        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 over (70) decision support tools. The result is our OE21 Management Analysis Training and Certification Program. Now organizations that have OE21 standards and tools can develop their managers and leaders to stay focused on measuring and boosting meaningful results.


NEXT STEP: Go to Certification to learn how we have a better way


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