The Process Matrix
This is a valuable exercise even if you’re not doing a Baldrige assessment.
There are several points in the creation of a Baldrige assessment or application that call for a table or matrix to organize information. The value of such an activity is that it presents a lot of information in a concise, easy-to-understand format and it exposes gaps when you have empty boxes in your new table.
Category 6, Process Management, asks three “what” questions that can best be answered in a matrix:
- What are your organization’s key work processes?
- What are the key requirements for these processes?
- What are your key performance measures or indicators and in-process measures used for the control and improvement of these processes?
A process matrix is the best way to respond to these questions. The answer to each question is a column in the table. A fourth column shows links to results in Category 7 (if you’re doing an assessment/application) or to results you’re tracking for a scorecard or performance reviews.
Here’s a portion of such a process matrix from the application summary of 2007 Baldrige Award recipient Mercy Health System:
Mercy Health System Process Matrix
Like understanding customer and employee requirements and aligning work with your strategic plan, profound knowledge of your key work processes, their requirements, and how you measure their performance is fundamental to a high-performing management system.
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