Baldrige National Quality Program

1. Baldrige National Quality Program Baldrige National Quality Program Program Impacts

2. Baldrige Ranks among Best Leadership Programs • Recognized by Leadership Excellence magazine in 2009 • Placed in top-ten government/leadership programs • Based on survey responses, interviews, and site visits • Ranked on seven criteria

3. Program Impacts • Program participants • State, regional, and local Baldrige-based programs • International interest

4. Program Participants • 80 Award recipients (84 Awards) • 1,378 Baldrige Award applications • More than 5,610 trained Examiners • Widespread participation • Private-sector contributions provide over 90 percent of Program support

5. Award Recipients’ Contributions • Increase competitiveness of U.S. organizations • Give presentations to all sectors • Give presentations at The Quest for Excellence® and the regional conferences • Influence customers/suppliers • Host seminars and workshops • Write articles

6. Award Recipients’ Results The 2009 Award recipients report dramatic results from their investment in performance excellence.

7. Honeywell Federal Manufacturing & Technologies, LLC: Customer Focus How Honeywell FM&T Analyzes and Uses Customer Data…… How Honeywell FM&T Builds and Manages Relationships …. quality cost • Collect Actionable Information • Keep Commitments Made • Tailor Listening Methods Reliability survivability

8. MidwayUSA: Process Management Section Performance Measure Supervisor Daily Review Area Process Measures Monthly DLT Review Monthly SLT Review Department Scorecard Monthly Review with President Company Scorecard

9. AtlantiCare: Health Care Outcomes

10. Heartland Health: Workforce Focus Caregiver Engagement Results Key Drivers Affecting Satisfaction

11. Veterans Affairs (VA) Cooperative Studies Program Clinical Research Pharmacy Coordinating Center: Financial and Market Outcomes

12. State and Local, Regional, and Sector-Specific Programs • National coverage • A feeder system • Leveraging the national program

13. States with State or Local Award Programs

14. 2009 State and Local, Regional, and Sector-Specific Program Statistics • 37 active state and local, regional, and sector-specific programs • Received 342 award applications* • Trained 1,872 Examiners* • 22 recipients earned the highest-level award in their states* * Based on data from 30 states that report through the Alliance for Performance Excellence

15. Award Recipients in Manufacturing Category • 3M Dental Products Division (1997) • ADAC Laboratories (1996) • Armstrong Building Products Operations (1995) • AT&T Transmission Systems Business Unit (1992) • The Bama Companies, Inc. (2004) • Boeing Airlift & Tanker Programs (1998) • Cadillac Motor Car Company (1990) • Cargill Corn Milling North America (2008) • Clarke American Checks, Inc. (2001) • Corning Telecommunications Products Division (1995) • Dana Corporation—Spicer Driveshaft Division (2000) • Eastman Chemical Company (1993) • Honeywell Federal Manufacturing & Technologies (2009) • IBM Rochester (1990)

16. Award Recipients in Manufacturing Category • STMicroelectronics—Region Americas (1999) • Sunny Fresh Foods, Inc. (2005) • Texas Instruments Defense Systems & Electronics Group (1992) • Westinghouse Commercial Nuclear Fuel Division (1988) • Xerox Corp. Business Products & Systems (1989) • Zytec Corporation (1991) • KARLEE Company, Inc. (2000) • Medrad, Inc. (2003) • Milliken & Company (1989) • Midway USA (2009) • Motorola CGISS (2002) • Motorola, Inc. (1988) • Solar Turbines Inc. (1998) • Solectron Corporation (1991 and 1997)

17. Award Recipients in Service Category • AT&T Consumer Communications Services (1994) • AT&T Universal Card Services (1992) • BI (1999) • Boeing Aerospace Support (2003) • Caterpillar Financial Services Corp. U.S. (2003) • Dana Commercial Credit Corporation (1996) • DynMcDermott Petroleum Operations (2005) • Federal Express Corporation (1990) • GTE Directories Corporation (1994) • Merrill Lynch Credit Corporation (1997) • Operations Management International, Inc. (2000) • Premier Inc. (2006) • The Ritz-Carlton Hotel Company, L.L.C. (1992 and 1999) • Xerox Business Services (1997)

18. Award Recipients in Small Business Category • Park Place Lexus (2005) • PRO-TEC Coating Company (2007) • Stoner, Inc. (2003) • Sunny Fresh Foods (1999) • Texas Nameplate Co., Inc. (1998 & 2004) • Trident Precision Manufacturing, Inc. (1996) • Wainwright Industries, Inc. (1994) • Wallace Co., Inc. (1990) • Ames Rubber Corporation (1993) • Branch-Smith Printing Division (2002) • Custom Research Inc. (1996) • Globe Metallurgical Inc. (1988) • Granite Rock Company (1992) • Los Alamos National Bank (2000) • Marlow Industries, Inc. (1991) • MESA Products, Inc. (2006) • MidwayUSA (2009) • Pal’s Sudden Service (2001)

19. Award Recipients in Education Category • Chugach School District (2001) • Community Consolidated School District 15 (2003) • Iredell–Statesville Schools (2008) • Jenks Public Schools (2005) • Kenneth W. Monfort College of Business (2004) • Pearl River School District (2001) • Richland College (2005) • University of Wisconsin–Stout (2001)

20. Award Recipients in Health Care Category • AtlantiCare (2009) • Baptist Hospital, Inc. (2003) • Bronson Methodist Hospital (2005) • Heartland Health (2009) • Mercy Health System (2007) • North Mississippi Medical Center (2006) • Poudre Valley Health System (2008) • Robert Wood Johnson University Hospital Hamilton (2004) • Saint Luke’s Hospital of Kansas City (2003) • Sharp HealthCare (2007) • SSM Health Care (2002)

21. Award Recipients in Nonprofit Category • City of Coral Springs (2007) • U.S. Army Armament Research, Development and Engineering Center (ARDEC; 2007) • Veteran Affairs (VA) Cooperative Studies Program Clinical Research Pharmacy Coordinating Center (2009)

22. Resources for More Information • Most Baldrige National Quality Program (BNQP) documents are available both in printed form and on the BNQP Web site. • To obtain these documents, call (301) 975-2036, send e-mail to baldrige@nist.gov, or visit the Web site www.nist.gov/baldrige.