1. Baldrige National Quality Program 2003 Baldrige National Quality Program The Site Visit Process and Evaluating Site Visit Issue Worksheets

2. Baldrige National Quality Program 2003 Baldrige National Quality Program

3. 2003 Baldrige National Quality Program Site Visit Learning Objectives At the end of this unit, you will be able to l Describe your role in the three phases of the site visit process l Evaluate a site visit issue (SVI) for an Item l Evaluate an SVI strategy for an Item l Evaluate SVI findings and conclusions for an Item and track the audit trail

4. Baldrige National Quality Program 2003 Baldrige National Quality Program Your Role in the Site Visit Process Planning Phase (Notification to Opening Meeting) l Participate in call with the Chair of the Panel of Judges (team leader) l Assist team members in reviewing and prioritizing SVIs l Assist team members in developing strategies for closing out SVIs l Make team assignments (team leader and backup team leader) l Develop plan and schedule for site visit (team leader and backup team leader)

5. Baldrige National Quality Program 2003 Baldrige National Quality Program Your Role in the Site Visit Process On-Site Phase (Opening Meeting to Closing Meeting) l Assist team members with interviews/document review l Assist team members in documenting findings l Serve as official liaison with applicant (team leader) l Coordinate team communication and information sharing (team leader) l Ensure team follows site visit schedule (team leader) l Ensure team follows the Examiner Code of Conduct (team leader)

6. Baldrige National Quality Program 2003 Baldrige National Quality Program Your Role in the Site Visit Process Post-Site Phase (Closing Meeting to Leaving the Hotel) l Establish and manage schedule with deadlines for deliverables (team leader) l Assist team members in finalizing their SVI Worksheets l Assist team members in revising their Item Worksheets l Facilitate team discussions (team leader) l Ensure that all Examiners have signed the site visit scorebook (team leader)

7. Baldrige National Quality Program 2003 Baldrige National Quality Program Your Role in the Site Visit Process Post-Site Phase (Leaving the Hotel to the Post Judges Meeting Call) l Review edited version of the site visit scorebook (team leader) l Prepare for Judges meeting (team leader) l Participate in Judges meeting (team leader) l Participate in post Judges meeting call with lead Judge and NIST monitor (team leader)

8. Baldrige National Quality Program 2003 Baldrige National Quality Program Site Visit Issues l Tied to Criteria l Critical to scoring decision l Clear, concise, and actionable l May cut across more than one Item or Category

9. Baldrige National Quality Program 2003 Baldrige National Quality Program Site Visit Issue Strategies l Focus on need to know not nice to know l Identify who will be interviewed and the purpose of the interviews l Identify what documents will be reviewed and the purpose of the reviews l Provide enough detail for anyone on the team to deploy the strategy

10. Baldrige National Quality Program 2003 Baldrige National Quality Program Site Visit Findings and Conclusions l Findings flow logically from SVI strategies l Findings detail the key information learned about the SVI l Conclusions are based solely on findings l Conclusions make final determination on the SVI l Conclusions indicate any change to the affected Item comments

11. Baldrige National Quality Program 2003 Baldrige National Quality Program Exercise: Site Visit Issues and Strategies

12. Baldrige National Quality Program 2003 Baldrige National Quality Program Site Visit Learning Objectives At the end of this unit, you will be able to l Describe your role in the three phases of the site visit process l Evaluate a site visit issue (SVI) for an Item l Evaluate an SVI strategy for an Item l Evaluate SVI findings and conclusions for an Item and track the audit trail