FROM OMG! TO CELEBRATION IN LESS THAN 8 MONTHS! Annie Blanger, Associate University Librarian, Information Resources & Academic Excellence Pascal Calarco, Associate University Librarian, Research & Digital Discovery Services February 20, 2015 The Excellence Canada Pilot Project & Lessons Learned WHAT WE WILL COVER Excellence Canada an overview The pilot project an overview The context for the pilot Pilot timeline & steps Lessons learned Next steps The Excellence Canada Pilot Project & Lessons Learned EXCELLENCE CANADA: AN OVERVIEW Excellence Canada (EC) is a national independent, not-for-profit organizationExcellence Canada The EC Mission: To improve organizational performance and recognize excellence The Excellence Canada Pilot Project & Lessons Learned EXCELLENCE CANADA & THE STRATEGIC THEMES The Excellence Canada Pilot Project & Lessons Learned Experiential Education EntrepreneurshipTransformational Research Outstanding Academic Programming Internationalization Vibrant Student Experience Robust Employer- Employee Relationship Promoting a Sound Value System EXCELLENCE, INNOVATION & WELLNESS STANDARD (EIW) The Excellence Canada Pilot Project & Lessons Learned Progressive approach Excellence Innovation Canadian quality wellness standard Wellness OVERARCHING CAMPUS GOAL Implementing a long-term strategic focus on excellence, innovation and wellness that promotes good principles and practices as outlined in the EIW Standard Committing to continuous improvement with awareness and education on the Standard, using internal and/or external assessment to assist the process of establishing priorities for improvement The Excellence Canada Pilot Project & Lessons Learned WHY USE THE EXCELLENCE, INNOVATION AND WELLNESS STANDARDS? The Excellence Canada Pilot Project & Lessons Learned 7 Provides the right things to think about Ensures consistency of focus Integrates all your initiatives Everyone understands where youre going and how youre going to get there IT IS ALL ABOUT BUILDING ON THE GOOD WORK ALREADY BEING DONE The Excellence Canada Pilot Project & Lessons Learned Creative commons photo by Len Matthews https://www.flickr.com/photos/mythoto/ /https://www.flickr.com/photos/mythoto/ / Organizational Initiatives NQI.2001 From this To this The Excellence Canada Pilot Project & Lessons Learned 10 1.Leadership Involvement 2.A primary focus on the customer experience 3.Co-operation, teamwork, and continuous learning 4.A focus on excellence, innovation and wellness 5.A focus on continual improvement 6.Commitment to fact-based decision-making through the use of data and measurement 7.Commitment to corporate social responsibility 8.Commitment to good governance, including enterprise risk management, and financial controls THE 8 PRINCIPLES Six Drivers Leadership and Governance Strategy and Planning Customer Experience People Engagement Process and Project Management Partners and Suppliers The Excellence Canada Pilot Project & Lessons Learned 11 The Excellence Canada Pilot Project & Lessons Learned 12 EXCELLENCE CANADA MILESTONES The Excellence Canada Pilot Project & Lessons Learned 13 Bronze Foundation Silver Advancement Gold Role Model Platinum Sustained World Class BRONZE LEVEL OUTCOMES The Excellence Canada Pilot Project & Lessons Learned 14 Broad team support of the vision, mission, and values. Recognition of the importance of embedding excellence, innovation and wellness principles in decision making at all levels of the organization. Policy statements related to excellence, innovation and wellness. HOW THINGS FEEL AT BRONZE FOR EMPLOYEES The Excellence Canada Pilot Project & Lessons Learned 15 Know more about the Vision and direction Are more aware about excellence Starting to see new policies on things like Excellence, Wellness and Innovation Have a sense that something real is going on but still early days PROCESS TO ACHIEVE CERTIFICATION The Excellence Canada Pilot Project & Lessons Learned 16 1.Review Excellence, Innovation and Wellness Standard and conduct a self-assessment (including survey results review) with a cross-functional group 2.Close any gaps identified during self-assessment 3.Prepare Submission and apply for EIW Bronze Level 4.Provide education/highlights for staff 5.EIW submission verification process 6.Celebrate achievement and continue with EIW Silver and a Canada Award for Excellence THE LIBRARY TODAY The Excellence Canada Pilot Project & Lessons Learned WHY THE LIBRARY? A large, diverse cross-section of employees A microcosm of the campus employee community The Librarys strategic directions align well with the campus Strategic Plan & eight strategic themes The Excellence Canada Pilot Project & Lessons Learned EXCELLENCE CANADA: LIBRARY PILOT Extend the work of the Library Review The Excellence Canada Pilot Project & Lessons Learned PILOT PROJECT OPPORTUNITIES Extend the work of the Library Review Enable our strategic directions Particularly New Skills for New Times Further develop the Library as a rewarding & satisfying place to work Inform next steps of employee and service development in the Library The Excellence Canada Pilot Project & Lessons Learned PILOT PROJECT OPPORTUNITIES Assess our organizational strength and effectiveness in the context of a national excellence framework Benefit the campus community The Excellence Canada Pilot Project & Lessons Learned PILOT PROJECT DELIVERABLES Bronze Certification Employee communication & engagement plan Enhancement of processes and development of a decision-making framework Broad campus communication regarding the initiative Lay the groundwork for other departments & faculties Documentation for campus The Excellence Canada Pilot Project & Lessons Learned PILOT TIMELINE & STEPS The Librarys excellence journey begins The Excellence Canada Pilot Project & Lessons Learned Creative Commons photo by ZakVTA: https://www.flickr.com/photos/isaachsieh /https://www.flickr.com/photos/isaachsieh / PILOT TIMELINE & STEPS Committed to the pilot Developed and shared the project charter Steering committee Aimed to replicate the Library Review approach Open & engaged Iterative & evolving Strategic & forward looking The Excellence Canada Pilot Project & Lessons Learned PILOT TIMELINE & STEPS Launched the pilot at a meeting of all library employees The Excellence Canada Pilot Project & Lessons Learned Library meeting on April 22, 2014 PILOT TIMELINE & STEPS Baseline survey sent to all library employees 78 respondents Approx. 60% of permanent employees 98 comments Scored on question categories Key themes identified (things to change, what the Library does well) The Excellence Canada Pilot Project & Lessons Learned PILOT TIMELINE & STEPS Excellence Canada gaps analysis retreat in May 2014 The Excellence Canada Pilot Project & Lessons Learned Six Drivers Leadership and Governance Strategy and Planning Customer Experience People Engagement Process and Project Management Partners and Suppliers The Excellence Canada Pilot Project & Lessons Learned 28 DRAFTING THE BRONZE APPLICATION The Excellence Canada Pilot Project & Lessons Learned Consulted with each of the six driver groups Reviewed the driver section Met in person to discuss The Excellence Canada Pilot Project & Lessons Learned 30 BRONZE APPLICATION Draft sent to all library employees Summer 2014: Held 3 open houses for employees to provide feedback and ask questions Revised and sent to Excellence Canada PILOT TIMELINE & STEPS Post-survey sent to all library employees Saw significant gains in all areas The Excellence Canada Pilot Project & Lessons Learned 32 SITE VISIT BY EC VERIFIERS November 2014 Held separate focus groups with Project Steering Committee Managers A cross-section of library employees Toured the Librarys locations The Excellence Canada Pilot Project & Lessons Learned 33 ACHIEVED BRONZE CERTIFICATION In all of the six drivers, the Library has exceeded the requirements and minimum scores for certification at the foundation level of the Excellence, Innovation and Wellness standard. This report outlines strengths and opportunities that were noted while reviewing the [Library's] submission and in talking to employees during the site visit. EIW report by EC verifiers The Excellence Canada Pilot Project & Lessons Learned 34 CELEBRATION DECEMBER 2014 Coffee & review of what we did, lessons learned, and next steps Celebration lunch Creative Commons photo by bfick: https://www.flickr.com/photos/ficken/ and Duncan McNeil: https://www.flickr.com/photos/duncan_mcneil/https://www.flickr.com/photos/ficken/ https://www.flickr.com/photos/duncan_mcneil/ TIPS & LESSONS LEARNED PLANNING Communication was essential to success Library employees Campus leaders Campus community Project website and campus communications The Excellence Canada Pilot Project & Lessons Learned LESSONS LEARNED CONTEXT Culture your departments history matters The Library is an engaged, learning organization The baseline survey was informative Excellence Canada was flexible in adapting and adjusting things as we worked together through the pilot they listened E.g. Terminology The Excellence Canada Pilot Project & Lessons Learned LESSONS LEARNED PROCESS It was an evolving, iterative and learning process Be prepared to adjust as you go E.g. Identifying items for post-bronze stages; What should be handled on the campus level? The goal is to help us improve with a focus on excellence, innovation & wellness not just to go through the motions to get the certification Although mostly documenting activities at this stage, some changes were made (e.g. centralizing employee manuals) The Excellence Canada Pilot Project & Lessons Learned LESSONS LEARNED WRITING Reuse the bronze certification template Focus on Retail Services responsibility items Note where responsibility lies at University level Assign a primary writer for consistent voice and style Engage with employees on drafts throughout process The Excellence Canada Pilot Project & Lessons Learned LESSONS LEARNED PERSPECTIVE Seize the opportunity. It is worthwhile; it has already reaped benefits Flexibility, openness, and a together approach were essential. It was an overwhelmingly positive experience for library employees You will hear things which surprise or concern you It does take time & attention but remember to take the time to have fun as you go & then to celebrate The Excellence Canada Pilot Project & Lessons Learned NEXT STEPS Take a breather! Focus on planning and Spring 2015 review the silver level requirements Consider how to structure work on attaining the silver level it will be different than the bronze Run a silver level online survey Incorporate the post-bronze considerations Support others on campus as they engage in the Excellence Canada process The Excellence Canada Pilot Project & Lessons Learned Q & A Annie Blanger ext Pascal Calarco ext The Excellence Canada Pilot Project & Lessons Learned