Baldrige Framework: (4) Measurement, Analysis, and Knowledge Management Domain
Numerous Baldrige examiners and consultants have expressed that most Baldrige applicants struggle with Category 4 (this one, MAKM) and Category 7 (Results) more than any other, yet these are two of SOAR’s Strategy Execution System (SES) greatest strengths.
The SES cascading scorecard focuses on leading and lagging performance metrics for each level of the SOAR Strategy Deployment Tree.
The overall strategic objectives (via the mother strategies and annual objectives) showcase results or lagging metrics, and as one moves to the action items, these are typically focused on leading metrics or triggers that will impact the overall strategic objectives.
The MAKM assesses the organizational data collection plan for its data, information, and knowledge assets – including the selection, capture, analysis, management, and action around those (Framework, 2017). *Note: MAKM is not a Baldrige acronym; it was used for simplicity in this article.
1. Performance Measurement, Analysis, Review, and Improvement
How does the organization measure, analyze, and improve organizational performance (Framework, 2017)?
Measurement is built into the Strategy Execution System, and SOAR can simplify this process by automating the capture of the data from any business systems into its strategy tracking software. The cadence of data updates can be as frequent as desired, ranging from manual updates to scheduled batch uploads to real-time data integration. Furthermore, the structure of the cascading scorecard partnered with regular catchball rounding and Lean Six Sigma deployment encourages continuous improvement cycles to drive action following the measure.
The visibility of the cascading scorecard in SOAR’s tracking software also creates ease of transference to employee performance evaluations. Team members are taught and coached through problem-solving improvement efforts to ensure they have the knowledge and capability to drive change and sustain it following initial implementation.
2. Organizational Information and Knowledge Management
How does the organization ensure quality, timely, accessible data as well as identify and share best practices (Framework, 2017)?
The Organize stage of strategy execution teaches individuals how to identify and prioritize the essential and most relevant metrics. Data is often available, but accessing and translating that data into useful information can be a challenge, especially for large companies. Obtaining useful reports from the overworked information technology (I.T.) department can often be a challenge.
SOAR can simplify this process by setting up automated data transference from the customer’s electronic systems. It is important to note, however, that all data imported into SOAR’s tracking software is aggregated and does not include individual or patient-level data. This is intentional to protect private information by preventing the transmission of it.
Another advantage of the data transference to SOAR’s cloud-based software enables tracking of best practices to be able to share throughout the organization, which also creates a source for internal comparative data.