EXAMINER HANDBOOK

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2020EXAMINERHANDBOOKTNCPE 2525 Perimeter Place Dr., Ste. 122 Nashville, TN 37214615-889-8323 examiners@tncpe.org www.tncpe.org

TABLE OF CONTENTSABOUT THE EXAMINER HANDBOOK . 3THE TENNESSEE CENTER FOR PERFORMANCE EXCELLENCE AWARD PROGRAM.4Background . 4Eligibility . 4The Baldrige Excellence Framework . 4Criteria Categories . 4TNCPE Application Levels. 5Award Recognition. 5TNCPE Award Program Workforce . 5Board of Examiners . 5Panel of Judges . 5Staff . 5Role of the Board of Examiners . 6Master Examiners . 6Baldrige Examiners . 6Examiner Training Fees . 6The Fine Print . 72020 Award Cycle . 7Assessment Schedule . 7Time Commitments . 7Reimbursement of Expenses . 8Security and Confidentiality Considerations. 8Scorebook Navigator Software . 8ASSESSMENT PROCESS OVERVIEW . 9Independent Review (Stage 1) . 9Consensus (Stage 2) . 9Site Visit (Stage 3) . 9Use of Electronic Devices During Site Visit . 9Final Scorebook Preparation (Stage 4) .10Panel of Judges Review .10Award Presentation .10RULES OF CONDUCT AND ETHICAL STANDARDS .112

ABOUT THE EXAMINER HANDBOOKWelcome to the 2020 Tennessee Center for Performance Excellence (TNCPE) Board of Examiners! TNCPE values thetime, experience, and expertise you are contributing in order to help the organization achieve its mission tostrengthen Tennessee’s economic and organizational health, as well as reach our vision of being a trusted partnerand regional resource in achieving performance excellence.This Examiner Handbook provides a summary of the TNCPE Award Program, your role in the TNCPE assessmentprocess, and your responsibilities as an examiner.Please read this handbook carefully before committing to serve on the Board of Examiners. Keep in mind, this isjust an overview. Detailed process instructions will be provided during the online orientation and three-daytraining course.3

THE TENNESSEE CENTER FOR PERFORMANCE EXCELLENCE AWARDPROGRAMBackgroundThe Baldrige Performance Excellence Programpublishes three versions of the Baldrige ExcellenceFramework: Business, Education, and Health Care.The Tennessee Center for Performance Excellence(TNCPE) was established in 1993. The organization’sgoal is to drive performance excellence bypromoting the understanding and use of theBaldrige Excellence Framework.TNCPE publishes versions of the Business andHealth Care Framework books which includeinformation about TNCPE. TNCPE applicants mayuse any of the current year’s framework booksoffered by TNCPE or the Baldrige program.The TNCPE Award Program is modeled after theBaldrige Performance Excellence Program,established through the Malcolm Baldrige NationalQuality Improvement Act of 1987. For the first 10years, the Malcolm Baldrige National Quality Awardwas limited to three eligibility categories: service,manufacturing, and small business. Today, there aresix eligibility categories, with health care andeducation added in 1998 and nonprofitorganizations (including government) added in2004.Criteria CategoriesThe Criteria is divided into eight parts: theOrganizational Profile and seven categories. TheOrganizational Profile asks general questions aboutthe organization and sets the context for how theorganization operates. The seven categories, whichfocus on the basic elements of organizationaloperations, are:EligibilityThe TNCPE Award Program provides opportunitiesfor organizations to measure their progress as theystrive to improve performance. The program isopen to all types and sizes of organizations inTennessee and adjacent states and is an effectivetool for any organization interested in improvingquality, productivity, profits, and competitiveness.The Baldrige Excellence Framework Leadership Strategy Customers Measurement, Analysis, and KnowledgeManagement Workforce Operations ResultsCriteria categories are further broken down intoitems with in-depth questions based on differentaspects of each category.The Baldrige Excellence Framework describes thecharacteristics of world-class organizations and isthe foundation of the TNCPE Award Program.Updated in 2019, the Baldrige ExcellenceFramework includes Core Values, the Criteria forPerformance Excellence (Criteria), and the ScoringGuidelines for award applicants. Organizationsapply to the TNCPE Award Program by answering aseries of questions in the Criteria which help theorganization define and evaluate its systems andprocesses.4

TNCPE Application LevelsTNCPE Award Program WorkforceOrganizations participating in the TNCPE AwardProgram may choose to apply at one of four awardlevels:A crucial component of the TNCPE Award Program is ourexaminers, judges, and staff. Each of these groups iscomprised of individuals with diverse range ofexperience and expertise who are committed to the goalof performance excellence. Interest Level (Level 1)Organizations applying at the Interest Level areassigned a master examiner coach thatfacilitates two half-day workshops to help theorganization conduct a self-assessment andidentify next steps based on their strengthsand opportunities. Commitment Level (Level 2)Organizations applying at the CommitmentLevel will submit responses to the basic levelquestions of the Baldrige ExcellenceFramework and will receive a one-day site visitby an examiner team. Following receipt of thefeedback report, the organization will receive ahalf-day on site action planning workshop. Achievement Level (Level 3)Organizations applying at the AchievementLevel will submit responses to the overall levelquestions of the Baldrige ExcellenceFramework and will receive a two-day site visitby an examiner team Board of ExaminersMembers of the Board of Examiners commit to volunteerservice on an examiner team and are assigned to assessan organization applying to the Award Program.Examiners not only help applicant organizations—theyalso receive valuable knowledge and skills that they canbring back to their own organization. In addition totraining on the Baldrige Excellence Framework,examiners receive professional development inconducting independent analysis, team building andconsensus, interview skills, and business writing.Panel of JudgesThe Panel of Judges reviews the work of examinerteams, determines each applicant’s level ofrecognition, and validates the integrity of theassessment process. Judges have served asexaminers and team leaders for TNCPE and/or theBaldrige Performance Excellence Program.Excellence Level (Level 4)Organizations applying at the Excellence Levelwill submit responses to the multiple levelquestions of the Baldrige ExcellenceFramework and will receive a three-day sitevisit by an examiner team.StaffTNCPE staff members manage day-to-day TNCPEoperations from an office in Nashville. TNCPE staffmembers include:Award RecognitionTamera Fields Parsons, President and CEOOrganizations that apply to the TNCPE AwardProgram and host a workshop (Level 1) or site visit(Levels 2, 3, and 4) will receive an award recognizingits level of performance, as determined through theTNCPE assessment process.Kelley Molavi, Director of ProgramsAmanda Yanez, Projects Manager5

TNCPE BOARD OF EXAMINERSRole of the Board of Examinersscorebook editor. In accepting the master examinerdesignation, they agree to serve in leadership roleson future TNCPE teams.As a member of the Board of Examiners, the dutiesyou perform provide the foundation for the TNCPEAward Program. The importance of yourcontributions cannot be overstated.In 2020, all Master examiners will be required tocomplete the pre-work assignment and attend thefull online examiner training course.Accordingly, much is expected of you. As a memberof the Board of Examiners, you agree: To serve for one award cycle, which lastsfrom completion of examiner training untilthe next year’s examiner training begins; To attend an online examiner orientation(required for first-year examiners,encouraged for all others) and the fullexaminer training course, preceded by 10to 15 hours of pre-work; To fulfill your responsibilities as anexaminer as you serve on your assignedteam; To adhere to the Rules of Conduct and Codeof Ethical Standards; To meet all requirements for a fair andcompetent assessment, includingadherence to the Criteria, the scoringsystem, consensus, and site visitrequirements; and To maintain thorough documentation andreasonable records, honor timecommitments, and meet deadlines.Baldrige ExaminersIn 2020, individuals serving both on the TNCPEBoard of Examiners and as a Baldrige examiner willbe required to attend the full online examinertraining course. Baldrige examiners may submittheir Baldrige pre-work in place of the TNCPE prework assignment; however, they should be familiarwith the items assigned for TNCPE pre-work and beprepared to participate in discussion related tothese items during training.Examiner Training FeesTraining for the Board of Examiners is an intensive,high-quality professional developmentopportunity. In addition to learning how to assessorganizations based on the Baldrige ExcellenceFramework, examiners develop skills that can beapplied at their own organizations, includinganalysis, consensus- building, team-building,interpersonal relations, written communication,interviewing, and systems thinking.The following is the fee structure for 2020 examinertraining:Master ExaminersTNCPE examiners who have distinguishedthemselves over multiple years of service may earnthe designation of master examiner, at thediscretion of the TNCPE President. At minimum,they must have completed three years of service onthe Board of Examiners, demonstrated an in-depthunderstanding of the Baldrige ExcellenceFramework, and served as either a team leader or6 First year examiner - 425 Second year examiner - 225 Third year and above – no charge

The Fine PrintAssessment ScheduleExaminers who wish to reschedule their trainingcourse or withdraw from the examiner programmust do so no later than seven (7) days prior totheir assigned training course. TNCPE is not able tooffer any refund of training fees within seven (7)days of the examiner’s assigned training course.The following is an approximate schedule for theapplication assessment stages. Exact dates willbe determined by your team leader.Independent Review & Scoring – Stage 1SeptemberConsensus Review & Meeting – Stage 2OctoberTNCPE will refund training fees, minus a 100 latecancellation fee, for first and second yearexaminers who withdraw from the program up untilseven (7) days before their assigned training class.Examiners returning for their third year or more willbe assessed a late cancellation fee of 100 forwithdrawing from examiner training within seven(7) days of their assigned training class.Site Visit Schedule – Stage 3late October/early NovemberFinal Scorebooks Due – Stage 4No later than two weeks after site visitOther DatesAfter completing examiner training, an examinerwho fails to complete all stages of the assessmentprocess with their assigned team may be invoicedthe full training fee of 595. Previously paid trainingfees will be credited on the invoice. The TNCPE Panel of Judges convenes inearly December. Feedback report distribution beginsafter the Panel of Judges convenes.2020 Award CycleTime CommitmentsExaminer OrientationIt is critical that examiners honor their commitmentto TNCPE by making their examiner duties a highpriority. Your teammates will rely on you to adhereto agreed-upon due dates.This year, TNCPE will offer an online orientation fornew examiners in June. Participation in the onlineorientation is encouraged as refresher for returningexaminers.Depending on the level of the application assigned,an examiner should expect to spend between 60to 100 hours on their application, including thetime spent on the site visit.Examiner TrainingDue to the social distancing guidelines associatedwith the COVID-19 pandemic, TNCPE will beconducting examiner training online in August.Training will consist of a series of four 3-hoursessions. Every examiner must complete a fullcourse series, including those who have beendesignated as Master examiners. Examiners will notbe able to participate in sessions from differentcourse series.7

Reimbursement of Expenses Award application materials and relevantdocumentation being reviewed or stored onpersonal computers should be secured fromviewing by users other than the examiner. When not in use, examiners are to remainlogged off of the Scorebook Navigator software.Reimbursement will be provided uponsubmission of receipts and the ReimbursementRequest Form, which may be found on theExaminer Resources Page at:https://www.tncpe.org/examiners/resources Examiners are not permitted to have someoneelse review or transcribe written documentsrelating to the TNCPE Award applicationassessment, even if the other person is anexaminer.Expenses are reimbursed for site visit daysonly—not for training or consensus meetings. The applicant’s name should be referenced inthe examiner’s documentation materials (i.e.,Scorebook Navigator, site visit issueworksheets); however, team emailcommunications should use “the applicant” orthe applicant number assigned by TNCPE. When the review process is complete and thefinal feedback report has been delivered to theapplicant, the TNCPE office will send a messageto examiners asking them to destroy or deleteall application-related materials, includingpapers, electronic documents, and back-upfiles.Examiners whose application assignments requireovernight travel may request reimbursementfrom TNCPE, if their employers will not cover theexpense.Site Visit Reimbursement MaximumAmounts by Application LevelLevelLengthMaximum22 days 35033 days 52544 days 700Please note, the site visit length described hereincludes the required full day wrap-meetingimmediately following the site visit to documentyour site visit findings.Scorebook Navigator SoftwareExaminers assigned to evaluate Level 2, 3, and 4applications will use the Scorebook Navigatorsoftware platform to complete independent review,consensus review, and prepare final scorebooksSecurity and ConfidentialityConsiderationsExaminers should use appropriate precautions andsafeguards to ensure the confidentiality of theapplicant during the assessment. The Scorebook Navigator software can be accessedby visiting: https://www.scorebooknav.orgEach examiner will receive from the TNCPE office ausername and ID for initial access to the software.Upon first use of the software, the examiner isrequired to change his/her password to ensuresecurity.Hard copies of the Award application, as well asany documentation generated by TNCPE or theexaminer that relates to the assessment,should be stored in a secure location, such as alocked file or file cabinet.Usernames and passwords will be deactivated bythe TNCPE office at the conclusion of the reviewprocess.8

ASSESSMENT PROCESS OVERVIEWworksheets for each of the topics to be discussedduring the site visit.The following is an overview of theassessment process for Level 2, 3, and 4applicants. Level 1 applicants follow aseparate process that is facilitated by a trainedmaster examiner coach.Site Visit (Stage 3)Examiner teams will spend time at the applicant’sfacilities to better understand the organization byverifying the information presented by theapplicant and clarifying uncertain points in theapplication.Throughout the process, TNCPE will host a series ofwebinars to support examiners at the differentstages of the assessment. Examiners are stronglyenco

organizations based on the Baldrige Excellence Framework, examiners develop skills that can be applied at their own organizations, including analysis, consensus- building, team-building, interpersonal relations, written communication, interviewing, and systems thinking. The following is the fee structure for 2020 examiner training: First year examiner - 425 Second year examiner - 225 .

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