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Our Journey to Baldrige

Our Journey to Baldrige. Sara Potterfield Potterfield Group Vice President-Public Relations. Why did we start this journey?. Can you see the future? We had good performance Needed great sustainability of performance. Our First Attempt. A TQM Expert lead our first attempt in 1996

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Our Journey to Baldrige

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  1. Our Journey to Baldrige Sara Potterfield Potterfield Group Vice President-Public Relations

  2. Why did we start this journey? • Can you see the future? • We had good performance • Needed great sustainability of performance

  3. Our First Attempt • A TQM Expert lead our first attempt in 1996 • Wrote the application with some collaboration • Administered a few surveys, Customer and employee • We lacked the systematic process to change anything

  4. Our Second Attempt • Our second attempt was a unified front • Baldrige Fall 2004 • We read every question and answered it • We went back and answered it again and again • We finally wrote the “how our business should be run” application

  5. Our Second Attempt • Our Baldrige Application • We reviewed the application for gaps • We fixed the gaps – implemented many new processes • Applied for and received the Missouri Quality Award in 2008 • Applied for and received the Malcolm Baldrige National Quality Award in 2009

  6. What did we learn? • It is really easy to miss the word “How” • Figure out what the questions were asking • Expect 3 solid years of hard work • Must make improvements every day • Goals must be measureable • Mission Statement is central

  7. What worked well? • Support from the top • The entire SLT wrote the application • 30% of our salaried staff as examiners • Dedicated time off site to work • Our culture of learning • Deployment throughout the organization • Celebrating victories

  8. What worked well? • Start writing the application early • Everyone must understand criteria • Code of Conduct • Master Planning Calendar • Capacity planning • Look for Approach, Deployment, Learning and Integration

  9. What key things changed? • The level of service that we are able to offer the Customer • Our ability to focus • The language we all speak • The integration between departments • “…but is that systematic?” • The quality of our staff • Identification and focus on key results

  10. What key things changed? • Our ability to segment our data • Our Customer Listening Posts • Many paradigm shifts • Communication to all levels improved • We know what processes are being performed • Documentation and training • Common strategic objectives • Benchmarks help us improve

  11. Questions? Thank you! Our best wishes to you in your pursuit of performance excellence! For more information: www.AmericaNeedsBaldrige.com qms@midwayusa.com

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