# Presentation: 213566

## Carey Application Writingand Examiner Training2008

- Process for developing key _data/information tables_

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## Process for Developing an Application

- 1.  Learn Criteria
- 2.  Develop Organizational Profile
- 3.  Develop Key Factors Worksheet
- 4.  Draft Key PROCESS descriptions and data/information TABLES
- 5.  Label Draft Processes and Tables (Figure x.x-x or Table x.x-x)
- 6.  Respond to Criteria Questions
- Link to key processes and data tables (refine processes and data tables as needed)
- 7.  Identify needed results data – incorporate into tables, as appropriate

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## Process for Developing an Application

- 8.  Develop Results graphs and charts
- 9.  Review overall document
- 10.  Revision, Buy-in, and Approval of application
- 	(Application should be an accurate description of the organization that leaders and staff know and understand)
- 11.  Follow application requirements/process outlined in the 2008 Carey Application Book to apply to the award program

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## Key Data/Information Tables – for preparing an Application

- Organizational Profile
- Table or list of key products and services
- Table – Customer groups and key requirements
- Table – Workforce profile
- Table - Regulatory requirements
- Item 1.1 Senior Leadership
- Table - Communication methods for workforce, customers, suppliers, and partners.
- Item 1.2 Governance and Social Responsibility
- Table or Process - Selection and linkage of Key Communities to business (chart or table)

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## Key Data/Information Tables – for preparing an Application

- Item 2.1 Strategy Development
- Table - Strategic objectives, measures, and timetable
- Item 2.2 Strategy Deployment
- Table - Key short- and longer-term action plans (include key Human Resource plans to support)
- Table - Key performance measures for tracking progress on action plans
- Item 3.1 Customer and Market Knowledge
- Table – Listen and learn methods by customer segment

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## Key Data/Information Tables – for preparing an Application

- Item 3.2 Customer Relationships and Satisfaction
- Table - Customer access mechanisms
- Table or process – Customer satisfaction and dissatisfaction determination
- Item 4.1 Measurement, Analysis, and Improvement of Organizational Performance
- Table - Key organizational measures to support decision-making (may be merged or linked to another table in 2 or 6).

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## Key Data/Information Tables – for preparing an Application

- Item 4.2 Management of Information, Information Technology, and Knowledge
- Table - How data, information, and knowledge are accurate, reliable, timely, and secure.
- Table or process - How you manage: collection and transfer of knowledge; identification, sharing, and implementation of best practices; and transfer of relevant knowledge for use in strategic planning process.
- Item 5.1 Workforce Engagement
- Table - Analyses to support decision-making

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## Key Data/Information Table – for preparing an Application

- Item 5.2 Workforce Environment
- Table - Performance measures and goals for each key workplace factor.
- Item 6.1 Work Systems Design
- Table - Key work processes
- Item 6.2 Work Process Management and Improvement
- Table - In-process measures for managing processes on a daily basis.

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## Key Data/Information Table – Communication methods for workforce, customers, suppliers, and partners

- Item 1.1 Leadership System
- Things to consider when developing a communications table:
- Who do leaders communicate with?
- How do leaders communicate?
- What is the frequency of communications?
- Is it one-way or two-way communications?

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## Key Data/Information Table – Communication methods for workforce, customers, suppliers, and partners

- Item 1.1 Leadership System
- Example:	Figure 1.1-2 Communication Methods

| Segments | Frequency | Method(s) | One-way | Two-way |
| --- | --- | --- | --- | --- |
| Workforce
Segments – list | 6 mos.
Monthly
quarterly | Performance Standards, Newsletters
Town hall meetings | 
X | X

X |
| Customer segments – list | Quarterly
24/7 | Newsletters
Webpage
 | X
X |  |
| Key Partners/suppliers - list | Quarterly
Monthly | Performance meetings
Participation in planning meetings |  | X
X |

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## Key Data/Information Table – Communication methods for workforce, customers, suppliers, and partners

- Exercise					10 minutes
- Process:
- Begin with table headings shown in the example.
- Review Criteria to identify general groups under consideration (customers, suppliers...)
- Review Key Factors Worksheet to identify groups specific to your organization.
- Provide information to complete other table columns.
- Label the draft table with a title and figure number.
*As you continue to work with the table, consider revisions to better describe your organization.*

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## Key Data/Information Table – Selection and linkage of Key Communities to business 

- Item 1.2 Governance and Social Responsibilities
- Things to consider when developing a key communities linkage table:
- What key communities do you support?
- Why do you support those communities (directed by higher levels of the organization or self-identified)
- How do those communities align with your mission, vision, values, and/or objectives?

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## Key Data/Information Table – Selection and linkage of Key Communities to business 

- Item 1.2 Governance and Social Responsibilities
- Example:

| (Link to MMV or something else important to the organization) | Key Community | Activity and frequency |
| --- | --- | --- |
| Healthy community | Local community – 
Elderly
 | 
Monthly briefings at senior center  |
| Life learning | School children | Program inviting 20 students to spend a day at the facility (twice each school year)
 |

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## Key Data/Information Table – Selection and linkage of Key Communities to business 

- Exercise					10 minutes
- Process:
- Identify communities that your organization supports.
- Identify the link between these communities and your organization.
- Use table shown in the example to begin building your table (Note: you may wish to add a column showing a link to item 7.6)
- Review Key Factors Worksheet and Item 1.2 Criteria
- Place information into table.
- Label the draft table with a title and figure number.
*As you continue to work with the table, consider revisions to better describe your organization.*

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## Key Data/Information Table – Strategic objectives, measures, and timetables

- Item 2.1 Strategy Development
- Things to consider when developing this table:
- What are the objectives, advantages, and challenges from your business plan?
- What are the key measures associated with those objectives, challenges, etc.?
- What are the measurable goals associated with those measures?
- Do you have interim goals or projections?

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## Key Data/Information Table – Strategic objectives, measures, and timetables

- Item 2.1 Strategy Development
- Example:

| Strategic Objectives | Key performance measures | Projection
2009 | Projection
2010 | Projection
20xx |
| --- | --- | --- | --- | --- |
| (List objectives) |  |  |  |  |
| Challenges |  |  |  |  |
| (List Challenges) |  |  |  |  |

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## Key Data/Information Table – Strategic objectives, measures, and timetables

- Exercise					10 minutes
- Process:
- Begin with table headings shown in the example.
- Review your business plan to identify objectives, challenges, advantages.  Place in first column.
- Review Key Factors Worksheet to identify any additional items to include in first column.
- Fill in as much of the table as possible.  (Note: some applicants add a column to link these measures to results.)
- Label the draft table with a title and figure number.
*As you continue to work with the table, consider revisions to better describe your organization.*

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## Key Data/Information Table –Key short- and longer-term action plans 

- Item 2.2 Strategy Deployment
- Things to consider when developing this table:
- What are some of your key short-term actions?
- What are some of your key longer-term actions?
- What are some of your key human resource actions?
- NOTE – short and longer term actions should relate to objectives, challenges and measures identified in the table described in Item 2.1 Strategy Development.

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## Key Data/Information Table –Key short- and longer-term action plans 

- Item 2.2 Strategy Deployment
- Example:

| Objectives | Short/long-term plans | Key changes | Human resource plans | Performance measures |
| --- | --- | --- | --- | --- |
|  |  |  |  |  |
|  |  |  |  |  |
|  |  |  |  |  |

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## Key Data/Information Table –Key short- and longer-term action plans 

- Exercise					10 minutes
- Process:
- Begin with table headings shown in the example.
- Review your business plan to identify key action plans that align with objectives.  Include human resource actions and key measures for tracking progress.
- Review Key Factors Worksheet to identify any additional items to include.
- Fill in as much of the table as possible. Label the draft table with a title and figure number.
*As you continue to work with the table, consider revisions to better describe your organization.*

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## Key Data/Information Table – Listen and lean methods by customer group

- Item 3.1 Customer and Market Knowledge
- Things to consider when developing this table:
- What are your key customer groups?
- How do you know and understand the needs and expectations of these groups?
- How do listening methods differ across different groups?

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## Key Data/Information Table – Listen and lean methods by customer group

- Item 3.1 Customer and Market Knowledge
- Example:

| Customer group | Listen and learn method | How method/information is used |
| --- | --- | --- |
| (List segments from Key Factors) | (surveys, complaint data, meetings, focus group interviews, town hall meetings, etc.)  | New customer education products (name them)
Efforts that resulted in quicker access..
Improvements in parking |
|  |  |  |
|  |  |  |

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## Key Data/Information Table – Listen and lean methods by customer group

- Exercise					10 minutes
- Begin with table from the example.
- Review Key Factors Worksheet and insert customer groups.
- Review Criteria in Item 3.1 Customer and Market Knowledge.
- List listening and learning methods by customer group.
- Label the draft table with a title and figure number.
*As you continue to work with the table, consider revisions to better describe your organization.*

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## Key Data/Information Table – Customer access mechanisms

- Item 3.2 Customer Relationships and Satisfaction
- Things to consider when developing this table:
- What are your key customer groups?
- How do customer gain access to your key products and services?
- Do these methods of access differ for different: customer groups; products; services; or location?

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## Key Data/Information Table – Customer access mechanisms

- Item 3.2 Customer Relationships and Satisfaction
- Example:

| Customer Group | Key Requirements | Access Mechanisms |
| --- | --- | --- |
| (From Key Factors Worksheet) | (From Key Factors and Item) |  |
|  |  |  |
|  |  |  |

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## Key Data/Information Table – Customer access mechanisms

- Exercise					10 minutes
- Begin with table from the example.
- Review your Key Factors Worksheet and fill in Customer Groups and Key Requirements
- Review Item 3.2 Customer Relationships and Satisfaction
- Identify access mechanisms and show in table by customer group.  (Note: the same type of access may be offered to more than one customer group.)
- Label the draft table with a title and figure number.
*As you continue to work with the table, consider revisions to better describe your organization.*

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## Key Data/Information Table – Customer satisfaction and dissatisfaction determination

- Item 3.2 Customer Relationships and Satisfaction
- Things to consider when developing this table:
- What are your key customer groups?
- How do you assess satisfaction levels for each group?
- How do you assess dissatisfaction levels for each group?

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## Key Data/Information Table – Customer satisfaction and dissatisfaction determination

- Item 3.2 Customer Relationships and Satisfaction
- Example:

| Customer Group | Method of assessing satisfaction/dissatisfaction | How information is used |
| --- | --- | --- |
| (List customer groups) | (surveys, focus groups, complaint data, quick cards, loyalty, referrals, etc.) |  |
|  |  |  |
|  |  |  |

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## Key Data/Information Table – Customer satisfaction and dissatisfaction determination

- Exercise					10 minutes
- Begin with table from the example.
- Review key Factors Worksheet and identify key customer groups.
- Review Item 3.2 Customer Relationships and Satisfaction.
- Label the draft table with a title and figure number.
*As you continue to work with the table, consider revisions to better describe your organization.*

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## Key Data/Information Table – Key organizational measures to support decision-making

- Item 4.1 Measurement, Analysis, and Improvement of Organizational Performance
- Things to consider when developing this table:
- What are your key objectives, challenges, and advantages?
- What are the key measures that leaders review to assess performance?
- How often do leaders review these measures?

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## Key Data/Information Table – Key organizational measures to support decision-making

- Item 4.1 Measurement, Analysis, and Improvement of Organizational Performance
- Example:

| Type of Review and/or link to objectives  | Participants | Key measures | Frequency |
| --- | --- | --- | --- |
| (Strategic Planning,
Performance Reviews, Emergency response,
Etc.) |  |  |  |
| OR |  |  |  |
| (List objectives) |  |  |  |

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## Key Data/Information Table – Key organizational measures to support decision-making

- Exercise				10 minutes
- Begin with table provided in the example.
- Decide on column headings.
- Review Key Factors Worksheet for information.
- Note:  Item 5.1 asks for table to show, “Analyses to Support Decision-making” to support workforce engagement.  Merge these tables or keep separate).
- Label the draft table with a title and figure number.
*As you continue to work with the table, consider revisions to better describe your organization.*

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## Key Data/Information Table – Keeping data and information reliable, timely, and secure

- Item 4.2 Management of Information, Information Technology, and knowledge
- Things to consider when developing this table:
- How are accuracy, integrity, reliability, timeliness, and security addressed?
- What is our role in ensuring these we are performing these aspects at the desired level.

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## Key Data/Information Table – Keeping data and information reliable, timely, and secure

- Item 4.2 Management of Information, Information Technology, and knowledge
- Example:
- 		Data properties			Methods

| Accuracy | Edit checks, etc. |
| --- | --- |
| Integrity and reliability | Quality reviews, etc. |
| Timeliness | Electronic records – real time updating |
| Security and confidentiality | Encryption, passwords, secure networks |

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## Key Data/Information Table – Keeping data and information reliable, timely, and secure

- Exercise					10 minutes
- Begin with table provided in the example.
- List activities that are required
- Label the draft table with a title and figure number.
*As you continue to work with the table, consider revisions to better describe your organization.*

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## Key Data/Information Table – Collection and transfer of knowledge

- Item 4.2 Management of Information, Information Technology, and knowledge
- Things to consider when developing this table:
- How do you record procedures?
- How do you identify and share best practices?
- What do you do when people leave for other jobs?

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## Key Data/Information Table – Collection and transfer of knowledge

- Item 4.2 Management of Information, Information Technology, and knowledge
- Example:
- 	Target use			Method/activity

| Workforce | (Collect and transfer – library, procedures, mentoring, detail assignments, etc.) |  |
| --- | --- | --- |
| Customers | (Town Hall meetings, education, etc.)  |  |
| Sharing | (Poster sessions, best practice database, etc.) |  |
| Use in planning | (Best practices shared in session at planning, used as method to improve performance, etc.) |  |

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## Key Data/Information Table – Collection and transfer of knowledge

- Exercise 					10 minutes
- Begin with sample table provided.
- Use groups in first column as a starting point.
- Review Key Factors Worksheet to identify subgroups of customers, suppliers, workforce and include in table.
- Label the draft table with a title and figure number.
*As you continue to work with the table, consider revisions to better describe your organization.*

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## Key Data/Information Table – Analyses to support decision-making

- Item 5.1 Workforce Engagement
- Things to consider when developing this table:
- What types of workforce data and performance measures do you use to manage?
- How do you know if you are doing a good job?
- How do you evaluate workforce data to identify improvement opportunities?
- Workforce includes those that develop/deliver products and services.  These may include: partners and contractors.

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## Key Data/Information Table – Analyses to support decision-making

- Item 5.1 Workforce Engagement
- Example:

| Workforce segment | Methods and types of data  | Analyses | Ref. to Cat 7 |
| --- | --- | --- | --- |
| Cemetery representative | Surveys, focus groups, turnover rates, career progression opportunities | Trends
Cause and effect
Comparisons to VA average and best | 7.4.x
7.4.y
7.4.z |
| Caretakers | Surveys, focus groups, turnover rates, career progression opportunities |  |  |
| Equipment operators | Surveys, focus groups, turnover rates, career progression opportunities |  |  |

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## Key Data/Information Table – Analyses to support decision-making

- Exercise					10 minutes
- Begin with table from the example provided
- Revise table based on a review of Item criteria and Key Factors Worksheet
- Label the draft table with a title and figure number.
*As you continue to work with the table, consider revisions to better describe your organization.*

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## Key Data/Information Table – Measures and goals for workplace factors

- Item 5.2 Workforce Environment
- Things to consider when developing this table:
- What are your key workforce groups?  (These should be the same workforce segments identified in the previous section.)
- What are the key factors that impact engagement and satisfaction for each group?
- How do you monitor performance against these factors (measures)?
- What are your expectations for improving performance?

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## Key Data/Information Table – Measures and goals for workplace factors

- Item 5.2 Workforce Environment
- Example:

| Workforce segment | Key Factor | Measure | Goal | Ref. to Cat 7 |
| --- | --- | --- | --- | --- |
| Clinical | Education

Career progression | Number of hours of accredited training by type (leadership, technical, other)
% career progressions per year per profession | X hours per category
6% | 7.4.a

7.4.b |
| University intern | Education

Use of Technology |  |  |  |

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## Key Data/Information Table – Measures and goals for workplace factors

- Exercise				10 minutes
- Begin a table like the one in the example
- Insert key workforce segments in first column
- What are the key factors that impact engagement and satisfaction for each of your workforce segments?  Insert in key factors column.
- How do you monitor performance against these factors (measures)?  Insert in measures column.
- What are your expectations for improving performance?  Insert in goals column.
- Label the draft table with a title and figure number.

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## Key Data/Information Table – Key work processes

- Item 6.1 Work Systems Design
- Things to consider when developing this table:
- What are your key products and services?
- What are your core competencies?
- What are the key processes that produce/deliver these products and services?

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## Key Data/Information Table – Key work processes

- Item 6.1 Work Systems Design
- Example:

| Mission or strategic objectives | Key customer requirements | Core competencies | Key work processes |
| --- | --- | --- | --- |
|  |  |  |  |
|  |  |  |  |

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## Key Data/Information Table – Key work processes

- Item 6.1 Work Systems Design
- Question:
- Why show mission, objectives, customer requirements, and all that other stuff in this table?  Just show key work processes!

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## Key Data/Information Table – Key work processes

- Exercise 					10 minutes
- Begin with table from the example
- Review Item criteria and Key Factors Worksheet
- Revise table based on criteria and Key Factors review
- Label the draft table with a title and figure number.
*As you continue to work with the table, consider revisions to better describe your organization.*

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## Key Data/Information Table – In-process measures for managing processes on a daily basis

- Item 6.2 Work Process Management and Improvement
- Things to consider when developing this table:
- What data do you look at each day, week?
- Data such as burial, grounds, training, and leave information.
- How do these data align with your key processes?  If they don’t align or there are no measures for certain key processes then – why?

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## Key Data/Information Table – In-process measures for managing processes on a daily basis

- Item 6.2 Work Process Management and Improvement
- Example:

| Key work process | Key result measure | In-process measure | Link to Cat 7 |
| --- | --- | --- | --- |
|  |  |  | 7.5.x |
|  |  |  |  |
|  |  |  |  |

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## Key Data/Information Table – In-process measures for managing processes on a daily basis

- Exercise					10 minutes
- Begin with table provided in the example
- Review other tables for key processes and key result measures
- Review Item criteria and Key Factors Worksheet
- Revise table based on information reviewed
- Label the draft table with a title and figure number.
*As you continue to work with the table, consider revisions to better describe your organization.*

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