Site Visit

2

Process Intent Observation (IO) Strength to Comment

Intent Observation:

“Double plus on the process used for strategic planning.”

Comment:

“The applicant uses a formal twelve step process for strategic planning. It involves the SLT and selected members of the LT. They begin with an ISO 9001 Management Review, move to SWAT analysis, and progress to definition of strategic objectives.”

3

Process IO OFI to OFI CommentIntent Observation:

“Single OFI on the lack of a process for assessing workforce engagement”

Comment:

“The applicant has not established a process for assessing workforce engagement. Lacking this process, the applicant may not fully understand the extant of their workforce’s commitment, and this could have a negative impact on retention, which is a strategic challenge of the organization.”

4

Results Strength IO to Comment

Intent Observation:

“Single plus on trends for customer satisfaction”

Comment:

“Customer satisfaction levels have increased each of the past 6 years. The aggregate increase amounts to a CAGR of 15%. These results are in support of the organization’s mission statement of “customer focus”.

5

Results OFI IO to OFI Comment

Intent Observation:

“Double OFI on lack of aggregate measures of financial return”

Comment:

“The organization does not have a measure of financial return. Without such a measure, it may be difficult for the organization to assess the return on investment for entrance into a new market. Entering new markets is a strategic objective of the applicant.”

6

How TL’s Use their time Saturday Review the process of taking IO’s to

comments. Teach your team how to use the new

SVI worksheet. Start the SVI’s. Work with the weaker and less

confident examiners on their SVI’s. Start making duo’s for Monday. Meet with the Senior examiners at the

end of the day.

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How TL Use their time Sunday

Report-outs on status of SVI’s Set time for review of SVI’s Work with the weaker team members

on their SVI’s Finalize the duo’s Finalize the SVI’s Finalize the plan day-by-day and hour-

by-hour for the week

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How TL Use Their Time Each Evening

Rove the room Assess each examiner’s comfort Help the weaker examiners with their

comments Teach again on how to turn an IO into a

comment Have each examiner report-out for 5-7

minutes on what they learned each day

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Scoring without Comment Balance Guidance

Become an expert on the following:1. The scoring guidelines

2. The definitions of:A. Basic requirements

B. Overall requirements

C. Multiple requirements

D. Le/T/C/I for Results

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Scorebook Navigator

During site visit, the team leader should continue to use the ITEM ASSIGNMENTS feature of the Scorebook Navigator

This allows team members to update category Items as applicable in closing out site visit issues and in working to convert IOs to comments.

11

Scorebook Navigator When the team is ready to turn

everything over to the Feedback Writer, all Item Assignments should be changed from the Category Leads to the Feedback Writer.

When this is done, the Category Lead will have read-only access to their work.

While at site, this process can be changed at any time, by changing the assignment of any Item back to the Category Lead if they have additional work to do on their Item.

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Scorebook Navigator

Make sure a member of your team becomes an expert on it.

Lean on them!

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Tips

Think efficiency! Make your team members successful. Use the Pareto principal – spend 80% of

your time with 20% of your team - the least capable ones.

Know the criteria better than your team.

Know the application better than your team.

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Questions and Answers

Please….

ask any question that occurs to you.

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Step 9: Results Example

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Saturday -- Arrive at Hotel Site 1 P.M. – Team convenes to

1. Review Intent Observations marked --, ++2. Record these on Site Visit Issue Worksheets3. Use affinity process to consolidate SVI 4. Select SVI’s to address

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Suggested Site Visit Timeline: Saturday

Include in the opening agenda a review of the

a. Purpose is to Clarify and Verifyb. Ethicsc. Code of Conductd. General site visit behaviore. Pointers for interviewingf. Interview Logg. Document Logh. Matrix to track what requested,

when received, related to SVI, note impact on item

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Site Visit Planning -- Opening Agenda

Sunday A.M. – 1. Develop strategy for SVIs 2. Make team interview assignments3. Practice opening meeting4. Practice interview process5. Map out week and tasks6. Develop Site Visit Daily Agenda

Evening -- break, supper together, continue planning if needed

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Suggested Site Visit Timeline: Sunday

Tools 1. Site Visit Ground Rules

2. Cross Cutting Issues / Themes

3. Item Request Tracking Form

4. Document Log

5. Interview Log

6. Walk Around Questions

7. Comment Assessment Checklist

8. Site Visit Preparation Meetings Timeline

9. Site Visit Calendar20

1. Meet with Executives: led by TL, team members, PC observe

2. Support TL as requested and as needed for TAPE process requirements

3. Stay focused on the criteria and KFs4. Work in pairs 5. Caucus as needed during the day6. Assign owner, action and plan for

resolution as new issues identified in daily caucus

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Onsite with the Applicant

8. Request only the documents you need9. Follow site visit behavior guidelines9. TL, PC meets with the Applicant’s

contact at the end of each day to review schedule, needed changes

22

Onsite with the Applicant

Record applicant materials receivedUpdate key findingsUpdate KFs, SVI Worksheets by ItemUpdate Key Themes Discuss any emerging issuesDiscuss / identify role model strengthsReview SVI potentially closedReview next day agenda: who, when,

where, what

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Evening Caucus

Confirm / review Walk Around QuestionsReview / discuss any team issues,

concerns or questionsReview / discuss TL / Official Contact

Person discussion itemsWalk the WallPractice close out meeting the evening

before close out

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Evening Caucus

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Ensure document return Be sure to not give any indication of how

the applicant performed during the onsite closing meeting

Participate in onsite closing meeting Assist team members in writing final Intent

Observations and rescoringHelp facilitate consensus and writing of final

comments, key themesFeedback Writer, TL moves report from SN

to Examiner Depot for final team review

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Closing the Process

Ensure team members delete all computer records, documents, etc. and hotel meeting room is clear of any data, charts, etc.

Check that TL, Back up TL, FW has copy of the final Site Visit Report (SVR)

TL delivers a copy of SVR to Quality TexasComplete travel reimbursement

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Closing the Process

Participate in the call as neededShred documents when notified by the TL

that all is finalizedComplete “Site Visit Report”; submit it to

Quality TexasProvide input on how to improve the

processPlan to attend the awards banquet and

return to a leadership role next cycle

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Panel of Judges Meeting

Questions before we Wrap up?

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