Command Name2008 Pilot ProcessMonth day, 2008

CPEC Award Site Visit

Command Name2008 CPEC Award Site Visit

• 8 Examiners + 1 Coach and 1 Program Rep• 150 prep hours + full week site visit• 3 sites visited • Over 200 employees interviewed

Cool Quotes

I drive to work with a smile on my face.~

PDSA is my life … I even PDSA with my family!

1Leadership

2Strategic Planning

3Customer and Market Focus

6 Process

Management

5 Workforce

Focus

4Measurement, Analysis, and Knowledge Management

Organizational Profile:Environment, Relationships, and Challenges

7Results

Baldrige/CPEC Management Framework

A comprehensive and integrated system

1.0-Leadership

• 1.1 Senior Leadership– Vision and Values

– Communication and Organizational Performance

• 1.2 Governance and Social Responsibilities– Organizational Governance

– Legal and Ethical Behavior

– Support of Key Communities

1.0-Leadership

• Strengths:

Role Model Leadership – Leadership System

– Organizational Performance Reviews– Communication

Organizational Governance– Legal and Ethical Behavior

– Support of Key Communities

1.0-Leadership

• Opportunities for Improvement:

Performance reviews could benefit from role model benchmarks to drive actions to attain vision

Leadership system reviews

Cool Quotes

What we do here is important, the command cadre gets that and empowers us to get the job done.

2.0-Strategic Planning

• 2.1 Strategy Development– Strategy Development Process

– Strategic Objectives

• 2.2 Strategy Deployment– Action Plan Development and Deployment

– Performance Projection

2.0-Strategic Planning

• Strengths:

Annual, 3-phase Strategic Planning Process

– SWOT Analysis– Action Steps– Stat reviews and Scorecards

2.0-Strategic Planning

• Opportunities for Improvement:

Analyze relevant data & info Performance projections Compare projected performance with benchmarks

Cool Quotes

We’re aligned from the Captain to the front line.~

We just keep getting better at this!

3.0-Customer & Market Focus

• 3.1 Customer and Market Knowledge

• 3.2 Customer Relationships and Satisfaction– Customer Relationship Building

– Customer Satisfaction Determination

• Strengths: Customer and Market Knowledge

– Community-based operations– Voice-of-the-customer info & feedback – Customer Relationship Building– Abundant access mechanisms– Systematic, integrated listening posts

3.0-Customer & Market Focus

• Opportunities for Improvement: Customer groups & market segments Keeping customer-focused processes current

– Listening and Learning

– Relationship Building– Satisfaction Determination

3.0-Customer & Market Focus

Cool Quotes

My customers are the aircrews—and I don’t want to disappoint them.

~Nobody can do this job like we can.

4.0 Measurement, Analysis, and Knowledge Management

• 4.1 Measurement, Analysis and Improvement of Organizational Performance– Performance Measurement

– Performance, Review, and Improvement

• 4.2 Management of Information, Information Technology, and Knowledge– Data and Information Availability

– Organizational Knowledge Management

– Data, Information, and Knowledge Quality

• Strengths:

Select and collect data and info to track and manage daily operations

Data and info used to improve processesData accuracy, integrity, reliability, security and confidentiality

Manage organizational knowledge

4.0 Measurement, Analysis, and Knowledge Management

• Opportunities for Improvement: Key comparative/benchmark data Maturing analytical process Ensure operational data availability in an emergency

4.0 Measurement, Analysis, and Knowledge Management

Cool Quotes

We measure everything…~

We find out who does what best and figure out how to teach everyone how to do it.

5.0 Workforce Focus

• 5.1 Workforce Engagement– Workforce Enrichment

– Workforce and Leader Development

– Assessment of Workforce Engagement

• 5.2 Workforce Environment– Workforce Capability and Capacity

– Workforce Climate

5.0 Workforce Focus

• Strengths: Culture of high performance

– Motivated workforce– Workforce and leader development– Career progression & succession management

Organized to accomplish work, capitalize on core competencies

Benefits meet the needs of diverse workforce

5.0 Workforce Focus

• Opportunities for Improvement:

Relating workforce satisfaction to business results

Performance measures, improvement goals for workplace health, safety, and security

Cool Quotes

I’ve liked all my assignments in the Coast Guard, but this is the first command that’s let me

exercise my talents.

6.0 Process Management

• 6.1 Work Systems Design– Core Competencies

– Work Process Design

– Emergency Readiness

• 6.2 Work Process Management and Improvement– Work Process Management

– Work Process Improvement

6.0 Process Management

• Strengths:

Overall Work Systems Processes deliver customer value, organizational success

Workplace preparedness for emergencies Improves work process performance

6.0 Process Management

• Opportunities for Improvement:

Outsourcing determination process Relate core competencies to competitive environment

Keep processes current with business needs

Cool Quotes

We’re never satisfied that we’re doing well enough. We use measures and customer input to

continuously improve our processes.~

PDSA is my life … I even PDSA with my family!

7.0 Results

7.1 Product and Service Outcomes

7.2 Customer-Focused Outcomes

7.3 Financial and Market Outcomes

7.4 Workforce-Focused Outcomes

7.5 Process Effectiveness Outcomes

7.6 Leadership Outcomes

• Strengths:

Part I Xxxxx Rate, Part I Xxxxx Clearance Response Time Financial Performance Accreditation & Regulatory Compliance Action Plan Step Completion

7.0 Results

7.0 Results

• Opportunities for Improvement:

Relevant comparisons and benchmarks Segmentation

Cool Quotes

The proof is in the pudding!~

I am most proud of what we’ve accomplished; I’m even more proud that we achieve

these results consistently month after month, year after year.

Wrap-up

Thank You, Thank You, Thank You

COMDT (CG-0931) will deliver full Feedback Report in 30 days.

No award tied to this pilot year; however, the command will be recognized at the 2008 Innovation Expo (2 TONOs provided).

2008 Innovation Expo: 17-20 November, Virginia Beach, VA

A special thanks to…

Enter names of point of contact, key support personnel

(if N/A or inappropriate, delete entire slide)