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STATE OF MARYLAND
"Moving Maryland Forward to Performance Excellence"

Program: Governor’s Performance Excellence Assessment Program (GPEAP)

(Adopted from the Baldrige Criteria)

PURPOSE

bullet Provides a systematic, disciplined approach to deal with the dynamics of change by providing a framework for conducting assessments, training, and performance improvement planning.
bullet Identifies gaps between agency performance and customer expectations/satisfaction.
bullet Provides a system to measure improvement progress.
bullet 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.
bullet Promotes sharing of the best management techniques, strategies and performance practices among all Maryland Government organizations.
bullet Provides models for other organizations, individuals and teams to assess their performance.

HISTORY

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…

bullet Strengthen their ability to use the Baldrige Criteria for organizational assessment
bullet Become knowledgeable about quality services provided by Maryland State Government
bullet Review applications from State organizations across Maryland
bullet Participate in site visit reviews of the highest scoring applicants
bullet Gain experience in writing feedback reports to State organizations
bullet Network with peers and contribute to their own personal growth
bullet Attend, as our guests, the Governor’s Annual Awards and Employee Recognition Training Conference in November.

Selection of Examiners is based upon…

bullet Expertise in business, education or health care management, processes and results
bullet Past experience as an Examiner
bullet Written and verbal communication skills
bullet Leadership and interpersonal skills

Training of Examiners…

bullet All Examiners participate in a two-day preparation class, which includes a detailed review of:
    1. The criteria and scoring system;
    2. The stage of the review process, including independent review, consensus review, and site visit inspection
    3. Code of Ethical Standards

Examiners Appointment…

bullet Examiners are appointed for a one-year term
bullet Examiners may re-apply for additional service
bullet 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
Phone: 410-767-4754
Fax: 410-333-7207
Email:
Website: http://www.dop.state.md.us/ccqi

JOIN THE JOURNEY TO MOVE MARYLAND STATE GOVERNMENT
FORWARD TO PERFORMANCE EXCELLENCE!

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Copyright © 1999 ASQ Section 509.
Last modified: June 03, 2004