Cambridge 2009

Fall 2009 - BAR Consortium Meeting

September 30 and October 1, 2009 - Cambridge, MA

Executive Summary

Cambridge 2009

The 2009 Fall BAR Consortium forum in Cambridge, MA began with a welcome and introductions led by by Ron Schulingkamp, DynMcDermott. James Evans from the University of Cincinnati followed the introductions with a presentation, "Beyond Performance Excellence: Challenges and Opportunities." Jim's analysis of Baldrige recipient feedback reports identified several preliminary key themes - particularly common opportunities for improvement. Two preliminary themes were there continues to be opportunities for sharing knowledge and further development and deployment of strategic management. One key finding was in the common theme among participants in the continued need for the deployment of the strategic plans, goals and related action plans. The research stimulated a number of discussions on the challenges facing organizations regarding the difficulties in deploying action plans and specifically the current resource constraints. Several attendees shared strategies they used to address the deployment issues.

John Latham from the University of Northern Colorado followed Jim with an overview of the Institute's recent research on Leadership Systems. The research findings were based on in-depth interviews with 14 Baldrige recipient CEOs. The inductive analysis of the participant's stories on their experiences leading the transformation resulted in a leadership system model described in the presentation. At the end of each interview the CEOs were asked "what was most satisfying about being a senior leader and leading the Performance Excellence journey?" Interestingly, none of the CEOs identified extrinsic rewards as a satisfying part of the job. There was no mention of financial success (personal or company) and there was no mention of the Baldrige award, although they were all proud of that accomplishment. From the responses it appeared that all of them had found a deeper meaning for the organization and themselves during the journey, and their comments focused on intrinsic rewards related to making a difference in the lives of people!

Following a break, George Roth from the MIT Slone School of Business led a discussion on the history of the Society for Organizational Learning and his current research activities at the Lean Advancement Institute. The discussion included several topics: leadership, methodology for organizational culture change, the issue of "fads" that do little to support long term change and improvement, how to study learning in organizations, learning stories, learning histories, and his work with Peter Senge; on the book "The Dance of Change" – G. Roth et al. He challenged everyone to sustaining momentum in learning organizations.

After lunch, John Latham presented an overview of findings from another recent Institute exploratory research study on Baldrige CEO Attitudes and Motivations: Developing a Model of Excellence. This presentation detailed the findings on the motivational and attitudinal patterns (MAPs) of CEOs who have led organization transformations resulting in recognition of the Malcolm Baldrige National Quality Award. The presentation identified a Baldrige CEO Model of Excellence with seven differentiating factors and 17 common leadership factors.

The topic of innovation was the theme for the remainder of the first day. Ana Brant from the Ritz Carlton provided the group with a presentation on how the Ritz encourages and captures creative ideas and incorporates these ideas into innovative strategies which are unique to each property. Janet Crutchfield (Ritz-Carlton) provided examples of the creativity of the engaged work force at the Ritz. Janet presented a sceneography and 4 Step Model for innovation (Inspire, Foster environment, Promote benchmarking, Test ideas) She provided examples such as the Bachelor Gulch Labrador retriever named "Bachelor." Boston Commons – Fine Art of Living – described team and all processes to accomplish their art gallery "scene." Ritz-Carlton has made this teaching a part of orientation training for their "Ladies and Gentlemen." The Ritz Carlton presentation stimulated discussions related to the idea of creativity and innovation in elementary education led by Lisa Muller and Shan Glandonm; Kay Eggleston, Fonda Vera from Richland College; Sharon Clinebell and Roger Maddocks from the Monfort College of Business.

Next, Eric Franks (Pro-Tec Coating Company) presented on innovation in manufacturing. In this presentation Eric described their process to encourage and manage innovation as an integrated part of their performance improvement process. The last presentation of the day was an introduction by Jan Englert (Premier) and Eric Franks on the various ways to innovation is defined and deployed in organizations.

Day two began with a presentation from John Grant (Monfort Institute) on sustainability. John reviewed the latest research on global to local sustainability challenges facing society and organizations of all types. Included in the discussion were recent developments regarding "sustainability reports" and stakeholders' increasing expectations regarding performance excellence in the areas of economic, environmental and societal sustainability.

Harry Hertz (NIST) provided the BAR with an update. Harry reviewed the upcoming changes in the Baldrige Program including program BHAGs for 2013, research agenda for the program, technology improvements for the process, and support for the BAR.

Next, John Latham led a discussion to update the research agenda including current burning issues, dilemmas and management questions. Last was a review of the BAR direction and objectives. In general there was an agreement to continue with the current direction and efforts to learn and improve. The BAR participants decided to reduce next year's meeting to a one day event prior to one of the Baldrige Regional Conferences.

Detailed Agenda

DAY 1 - Wednesday, September 30, 2009

Introductions and Kick off - Ron Schulingkamp, DynMcDermott Petroleum Operations Company

Beyond Performance Excellence: Challenges and Opportunities [Research Report] - James Evans, Professor - University of Cincinnati

This paper reported the results of a research project sponsored by the Monfort Institute that focuses on the key question: What must role-model Baldrige recipients do to achieve higher levels of performance? Jim described his team's work on analyzing Baldrige recipients' feedback reports to identify themes to help understand the strengths, and more importantly, the opportunities for improvement across a broad base of recipients.

Key Points:
  • Jim and his his team are doing research using Baldrige Award Recipient feedback reports from the year they received the award.
  • Common threads are emerging; research is still ongoing.
  • Some preliminary themes include: additional opportunities for systematically sharing knowledge across the organization and further integration and deployment of strategic management.

Society for Organizational Learning (SoL) – George Roth, Principal Research Associate - MIT Sloan School of Management, Lean Advancement Initiative

George discussed SoL's organizational research and focus on the global community, including his current research initiatives that align improvements across multiple organizations and prioritizing changes in products and services within a specific value stream over local organizational factors. This current focus builds upon his ongoing research in organizational leadership, learning, change and culture.

Key Concepts:
  • Improve methodologies for organizational culture change.
  • Fads die; methods are useful, but the more successful organizations don't pay attention to fads.
  • How to study learning in organizations?
  • Learning stories, learning histories.
  • Book with Peter Senge; "The Dance of Change" – G. Roth et al.
  • Challenges to sustaining momentum in learning organizations.

Leadership Systems: Design and Model [Research Report] - John Latham, Director - Monfort Institute

This presentation described the findings of the recent Institute CEO study on leading the journey to performance excellence. A leadership system model was presented and discussed.

Key Concepts:
  • Leadership Activities (understanding stakeholders, setting direction, goal deployment, etc.)
  • Leadership Roles and Behaviors (collaboration, communication, accountability, etc.)
  • Individual Leader Styles, Attitudes and Motivations (see additional research study).
  • Culture including common values: teamwork, quality, people, customer focus, and trust.
  • Technology – every interviewee talked about technology as some component of the transformation to performance excellence (management by fact).

Baldrige CEO Attitudes and Motivations: Developing a Model of Excellence, John Latham, Director - Monfort Institute

This presentation detailed the findings from an exploratory study on the motivational and attitudinal patterns (MAPs) of CEOs who have led organization transformations resulting in recognition of the Malcolm Baldrige National Quality Award. The report identifies a Baldrige CEO Model of Excellence with seven differentiating factors and 17 common leadership factors.

Enlivening the Senses through Innovation - Ana Brant - Ritz Carlton

In this session The Ritz-Carlton, Boston Common property described how they apply a 4-Step Innovation Process to "enliven the senses" of their guests. Starting with a theme, "The Fine Art of Living", the hotel created numerous features that would bring that theme to life throughout a guest's stay.

Key Concepts:
  • Sceneography
  • 4-Step Model for Innovation (Inspire, Foster environment, Promote benchmarking, Test ideas)
  • Bachelor Gulch success (Labrador retriever named "Bachelor").
  • Boston Commons – Fine Art of Living – described team and all processes to accomplish this art gallery "scene"
  • "Reverse assumption" brainstorming sessions – What if you couldn't do X (the obvious); then how else would X happen?
  • Ritz-Carlton has made this teaching a part of orientation of their Ladies and Gentlemen.

Brainstorming with a Twist - Janet Crutchfield

Discover a new twist on the tried and true technique of brainstorming. During this session, participants gained practical experience using a new approach to brainstorming that drives innovative ideas.

Innovation in Manufacturing Pro Tec - Eric Franks

This presentation focused on innovation in manufacturing at Pro-Tec Coating Company. In this presentation Eric described their process to encourage and manage innovation as an integrated part of their performance improvement process.

Innovation - "Defined and Measured" - Jan Englert, Rtiz Carlton Hotel Company and Eric Franks, Pro-Tec Coating Company

This presentation and discussion explored the commonalities and differences on the definition and application of innovation between the different sectors - Manufacturing, Small Business, Service, Education, Health Care, and Government and Non-profit.

Key Concepts:
  • Innovation is PLANNED for; does not 'just happen' – it is a planned process.
  • Innovation mapping.
  • That it is not always "new"; sometimes it is innovation of a standard process- a new way of doing old things.
  • Involves creativity, but also perseverance to always ask question re: better ways; better product?

DAY 2 - Thursday, October 1, 2009

Seeking and Capturing Opportunities in an Evolving Socio-economic System - Update from Monfort Institute - John Grant, Visiting Professor of Management - Monfort Institute

This session incorporated ideas from the earlier "Innovation" sessions and applied them to developments pertaining to organizational sustainability, broadly defined. In addition, recent developments regarding "sustainability reports" were described in terms of various stakeholders' expectations concerning "performance excellence." Examples from Baldrige applicants and awardees were included.

Key Concepts:
  • Who can buy your concentrated CO2?
  • Who can use your company's waste?
  • We are seeing and will continue to see "wealth shuffles" in the trillions of dollars associated with organizations that can convert bad into "good" for climate, sustainability of environment both ecologically and organizationally.

BAR Update on Baldrige Program - Harry Hertz, Director - Baldrige Program NIST

Key Points:
  • Program BHAGs for 2013
  • Research agenda for the program
  • Technology improvements for process
  • Support for the BAR Consortium

Update Monfort Research Agenda - John Latham, Director - Monfort Institute

Discussed current burning issues, dilemmas, and management questions to update the research agenda initially developed at the 2006 Monfort Summit.