STATE OF MARYLAND
Program: Governor’s Performance Excellence Assessment Program (GPEAP)
(Adopted from the Baldrige Criteria)
|Provides a systematic, disciplined approach to deal with the dynamics of change by providing a framework for conducting assessments, training, and performance improvement planning.|
|Identifies gaps between agency performance and customer expectations/satisfaction.|
|Provides a system to measure improvement progress.|
|Recognizes Maryland Government organizations that have sought to improve overall performance and capabilities, and show demonstrated results in providing high-quality products and services to their customers.|
|Promotes sharing of the best management techniques, strategies and performance practices among all Maryland Government organizations.|
|Provides models for other organizations, individuals and teams to assess their performance.|
The Governor’s Quality Achievement and Recognition Program was created in 1993. At that time, Total Quality Management (TQM) was promoted as the strategic integrated management system for achieving internal and external customer satisfaction. This involved ALL managers and employees and used powerful tools and techniques to continuously improve an organization’s services and processes in Maryland State Government. In 1995, the Total Quality Management name was changed to Continuous Quality Improvement (CQI), but the basic philosophies and practices remained unchanged; they are still valid and continue to be used successfully by State agencies today.
In 1997, Governor Parris N. Glendening introduced Maryland Managing for Results (MFR), a strategic planning initiative, and the Maryland Performance Planning and Evaluation Process (PEP), the State’s employee evaluation system. These management tools work in concert with each other to assist organizations in achieving performance excellence. Also in 1998, the Criteria Steering Committee of the Governor’s Quality Council used the Malcolm Baldrige National Quality Award performance assessment criteria as their guide in developing the State’s criteria for evaluating organizational maturity and changed the name to the Governor’s Performance Excellence Assessment Program.
In 2000, the State adopted the Maryland Management Model, which formally establishes the relationships among Continuous Quality Improvement (CQI), Managing for Results (MFR), Budgeting, and the Performance Evaluation and Planning Program (PEP). This dynamic model captures the interactions between these complementary management tools, establishing a clear focus on addressing customer and stakeholder needs, obtaining planned results, and providing for accountability through performance measurements.
The assessment instrument is based upon performance excellence criteria aligned with the Baldrige Criteria, and adapted through a public-private partnership between State agencies and a team of private industry and federal government Examiners. Applicants are expected to provide information and data on the organization’s key processes and business results. The information and data presented must demonstrate that the applicants’ approach is effective and yields the desired outcome.
The criteria are designed to permit diagnosis of an organization’s overall performance management system, as well as to serve as a reliable basis for recognition. Each participating agency should decide: (1) which specific tools, techniques, technologies, systems, measures, or starting points to apply; (2) whether divisions of quality, planning, or other functions should exist; and (3) how the agency should be managed.
SEEKING EXAMINERS FOR THE 2002 PROGRAM
Opportunities for Examiners…
|Strengthen their ability to use the Baldrige Criteria for organizational assessment|
|Become knowledgeable about quality services provided by Maryland State Government|
|Review applications from State organizations across Maryland|
|Participate in site visit reviews of the highest scoring applicants|
|Gain experience in writing feedback reports to State organizations|
|Network with peers and contribute to their own personal growth|
|Attend, as our guests, the Governor’s Annual Awards and Employee Recognition Training Conference in November.|
Selection of Examiners is based upon…
|Expertise in business, education or health care management, processes and results|
|Past experience as an Examiner|
|Written and verbal communication skills|
|Leadership and interpersonal skills|
Training of Examiners…
|All Examiners participate in a two-day preparation class, which includes a detailed review of:|
|Examiners are appointed for a one-year term|
|Examiners may re-apply for additional service|
|Each year, approximately one half of the Examiners are new appointees.|
IF YOU ARE INTERESTED OR WOULD LIKE ADDITIONAL INFORMATION, PLEASE VISIT OUR WEBSITE http://www.dop.state.md.us/ccqi OR CONTACT:
Andrea Sutton "Ande"
Statewide Continuous Quality Improvement Coordinator
Department of Budget and Management
301 W. Preston Street – Room 507
Baltimore, Maryland 21202
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