Indicators of Quality for Customer Focus: A 5-Why Approach Darlene A. G. Groomes, Ph.D., LPC, CRC, Summit Reading Group Facilitator Jennifer Beilke Victoria Drake Jacqueline Geib Kara Lang Please add credentials and State agency affiliation John Stem Rosie Thierer Principal Group Members interested will list here, as well

Summit Reading Groups: A New Format SuRGE ▫Learning Community of Summit Group ▫Professional Development and Training ▫Exciting Partnerships with CSAVR, NCSRC, TACEs Combined Groups ▫Fundamental ▫Principal Deliverable Development Strategy Integration Evaluate for Best Practice/Improvement

SuRGE’s Value Roadmap SuRGE Reading Groups Agency PE personnel, administrators, SCR members discuss deliverables and strategies for operation; set stage for adoption of strategy into practice Strategy Integration Facilitated Discussion at Summit Conference Evaluation Ideas taken back to agency; integration modification VR Program Improvement Innovation Strategy

SRG-4: An initial look Embody three professional entities Represent seven states across the nation Read Peter R. Scholtes’ (1998) The Leader’s Handbook: Making Things Happen, Getting Things Done Challenged by new format Engaged, responsive, patient, attentive, determined, research-focused, practical-minded

Leadership Competencies Six competencies - based on Scholtes’ interpretation and elaboration of: Deming’s System of Profound Knowledge Competency #1: Ability to think in terms of systems and knowing how to lead systems Competency #2: Ability to understand the variability of work in planning and problem solving

Leadership Competencies Competency #3: Understanding how we learn, develop and improve; Leading true learning and improvement Competency #4: Understanding people and why they behave as the do

Leadership Competencies Competency #5: Understanding the interaction and interdependence between systems, variability, learning, and human behavior; knowing how each affects the others Competency #6: Giving vision, meaning, direction and focus to the organization

Leading by Asking Good Questions Draw upon info from book

Leading by Asking Good Questions Draw upon info from book

Framework for Quality Indicators Nine months and three combined calls State Directors’ input NCSRC leaders’ input

Framework for Quality Indicators Quality via Summit Group research ▫Achieving Excellence ▫Impact on Stakeholders ▫Evaluating Change Baldrige Criteria for Performance Excellence ▫3.0 Customer Focus ▫7.2 Customer Focus Results Chose to focus on customer: ▫VR Program mission and values reflect the question, “What best serves the needs of our customer?” Review Customer Satisfaction Research and Summit Surveys ▫12 states from VR, Blind, Combined Programs

Framework for Quality Indicators Why-Five Questioning Characteristics of Performance Excellence ▫How the indicator relates with performance excellence/management framework  Innovation  Value  Strategy (process)

Framework for Quality Indicators Verification through SRCs Reduction to 4 Indicators ▫1 ▫2 ▫3 ▫4 Indicator 1 = Working Relationship Issues Indicators 2-4 = VR System Issues

Indicator 1 Once SRG-4 identifies, describe here

Indicator 2 Once SRG-4 identifies, describe here

Indicator 3 Once SRG-4 identifies, describe here

Indicator 4 Once SRG-4 identifies, describe here

Facilitated Discussion on Deliverable May want this style of presentation, or develop activity at this point? Have group prioritize the indicators Have the group modify the indicators for benchmark purposes/best practice initiative

Perspective Taken & To Follow Outcome Overall summary of SRG-4 development project Lessons learned Summit Group Website o CSAVR Meetings

For More Information Principal Group: Louis Adams (MI General) Theresa Hamrick (OK SRC) Marlene Malloy (MI SRC) Suzanne Page (MD Combined) Kimberley Peck (MN General) Darlene Groomes Fundamental Group: Jennifer Beilke (MN) Victoria Drake (OK) Jacqueline Geib (CO) Kara Lang (NV) John Stem (MD) Rosie Thierer (IA)