Larry Potterfield Founder and CEO

1. How does MidwayUSA sustain Results with Baldrige? Larry Potterfield Founder and CEO

2. How does MidwayUSA sustain Results with Baldrige? • America needs Baldrige.com

3. How does MidwayUSA sustain Results with Baldrige? • Ten of the most-Important Topics to achieve/maintain Baldrige-Level Results • Vision • Values • Culture Statement • Organizational Governance • Employee Satisfaction • Operational Goals • Long-term Goals • Strategic Planning • ISO 9000 • Microsoft Outlook

4. Vision • “To be the best-run, most-respected business in America for the benefit of our Customers.”

5. Values • Values are the non-negotiable family principles that guide us. Honesty Respect for others Accountability Integrity Teamwork Stewardship Positive attitude Loyalty Humility • We choose Employees who share our Values

6. Culture Statement • Culture helps define who we are – how we treat each other, how we serve our Stakeholders, and how we run the business.

7. Culture Statement

8. Culture Statement • Culture helps define who we are – how we treat each other, how we serve our Stakeholders, and how we run the business. • We choose Employees who align with our Culture

9. Organizational Governance • Governance refers to the management and controls within our organization that help ensure the protection of stakeholder interests.

10. Organizational Governance

11. Employee Satisfaction • Our #2 Operational Goal • Semi-annual surveys, tailored to Employee Key Requirements • Focus Groups led by Company President • Focus Groups focus on process or policy change recommendations to improve satisfaction on lowest-scoring items. • Benchmark against other Baldrige recipients

12. Employee Satisfaction Results

13. Operational Goals/Results Goal / Actual • Customer Satisfaction – 93% / 93% • Employee Satisfaction – 86% / 88% • Vendor Satisfaction – 92% / 92.3% • Shareholder Satisfaction – 100% / 96.2%

14. Long-Term Goals

15. Strategic Planning • The Heart and Soul of Continuous Improvement

16. International Organization for Standardization ISO 9000

17. International Organization for Standardization • ISO 9001 certified in 2008 • ISO 9001 re-certified in 2011

18. Microsoft Outlook • One of the Wonders of the Modern World • One week of SLT Planning Calendar

19. How does MidwayUSA sustain Results with Baldrige? • Ten of the Most-Important Topics to achieve/maintain Baldrige-Level Results • Vision • Values • Culture Statement • Organizational Governance • Employee Satisfaction • Organizational Goals • Long-term Goals • Strategic Planning • ISO 9001 • Microsoft Outlook

20. How does MidwayUSA sustain Results with Baldrige? Larry Potterfield Founder and CEO