1. Economic Impacts of Baldrige Excellence in Every State

    April 12, 2020 by BPIR.com Limited

    Originally posted on Blogrige by Christine Schaefer

    Recent Data, Searchable by State

    Did you know that you can easily access and download concise data about the economic benefits of Baldrige in all 50 states across the country, plus the District of Columbia, from the Baldrige Program’s website? As an example, let’s take a look at the latest data on the impacts of Baldrige in Texas (PDF).

    Texas Participants in the Baldrige Award Process

    The state of Texas is home to 19 organizations that have received Baldrige Awards. Those organizations represent nearly every sector of the U.S. economy. They include seven small businesses (with one two-time Baldrige Award recipient, Texas Nameplate Company, Inc. (PDF), five manufacturing businesses, a service business, three health care organizations, two education organizations, and one nonprofit (a municipal government).

    What’s more, between 2005 and 2019, 91 organizations that participated in the annual Baldrige Award process have been based in Texas. Six Baldrige Award applicants from Texas in the past three years (2017 through 2019) alone represent 20,909 jobs, 178 work locations, over $868 million in revenues/budgets, and an estimated 3.9 billion customers served.

    Through the rigorous performance evaluations provided as part of the Baldrige Award process, all applicant organizations from Texas over the years have received comprehensive feedback reports to help them improve work processes and results. Of course, the Baldrige evaluation feedback ultimately promoted the Texas-based organizations’ long-term success and, in turn, the economy of the state—and ultimately, the nation’s economy.

    Alamo Colleges District instructor Richard Jewell teaching a turbine engine class at St. Philip’s College Southwest Campus.

    Spotlight on Baldrige Award Winner: Alamo Colleges District

    A recent Baldrige Award recipient from Texas is Alamo Colleges District, the largest provider of higher education in South Texas. Its five independent colleges provide two-year degrees that focus on preparing students to transfer to baccalaureate-granting institutions and workforce development programs that help build new careers and meet the needs of businesses. The organization also encompasses ten education and training centers that offer a wide range of education and training for the community and military; and three district support operations centers.

    A few achievements of Alamo Colleges District:

    • 150% increase in four-year graduation rate, the best in the state
    • Increase in scholarship awardees from 580 to 2,175, plus increase in amount awarded in scholarships from $500,000 to over $2 million
    • Doubling in number of degrees and certificates awarded over four years, three times the state norm
    • 88.4% student satisfaction with the overall educational experience, more than two points higher than the national norm

    Like most other Baldrige Award recipients, Alamo Colleges District first received a top-tier, state or regional award for its high performance in an evaluation based on the Baldrige Criteria for Performance Excellence (part of the Baldrige Excellence Framework). In 2016, Alamo Colleges District earned the Governor’s Texas Award for Performance Excellence (TAPE) of the Quality Texas Foundation. The feedback report that the organization received through the TAPE evaluation helped it improve its work processes and results.

    Quality Texas Foundation

    As a partner program serving organizations in its home state, the Quality Texas Foundation (QTF) relies on the national Baldrige Performance Excellence Program to develop and distribute the Baldrige Excellence Framework and related resources that help organizations in its region improve their performance. In this way, the federal Baldrige Program and its private-sector partner programs in the nonprofit Alliance for Performance Excellence (which counts QTF as a member) together help strengthen the entire U.S. economy. The journey to excellence of Alamo Colleges District, supported by evaluation services it received from both the national and state-level Baldrige programs, is just one example of how the Baldrige enterprise benefits America.

    “Baldrige evaluation feedback ultimately promoted the Texas organizations’ long-term success and, in turn, the economy of the state—and ultimately, the nation’s economy.”

    AHCA/NCAL National Quality Award Program

    Just as Alliance for Performance Excellence programs support business, nonprofit, health care, and education organizations in all 50 states and the District of Columbia, the AHCA/NCAL National Quality Award Program provides a pathway toward performance excellence for organizations that provide long-term and post-acute care services.

    The AHCA/NCAL program is based on the core values and award criteria of the Baldrige Performance Excellence Program. It offers tiered awards at Bronze, Silver, and Gold levels that represent a progression toward full assessment (at the Gold level) of an organization’s performance in all seven categories of the Baldrige Criteria for Performance Excellence.

    For 2019, AHCA/NCAL reported six skilled-nursing facilities in the state of Texas as Silver Award recipients, along with 20 Bronze Award recipients (including 19 skilled-nursing facilities and one assisted-living organization).

    See how your state is now benefiting from the nationwide network of nonprofit programs that support continuous improvement, innovation, and excellent performance by organizations of every size and sector using the Baldrige Excellence Framework!

  2. Does Everyone Know What Your Mission Means (Expects)?

    March 18, 2020 by BPIR.com Limited

    Originally posted on Blogrige by Dawn Bailey

    “What is your organization attempting to accomplish?”
    According to the Baldrige Excellence Framework, this question addresses your mission: your organization’s overall function. The mission might define cus­tomers or markets served, distinctive or core competencies, or technologies used.

    A Mission Statement of the People

    In a wonderful speech from 2005, Sr. Mary Jean Ryan, president and CEO (retired) of SSM Health Care, the first Baldrige Award recipient in health care, said, “For any organization, the mission is the lifeblood. . . the fundamental reason why we do what we do.”

    She went on to talk about her health care system’s early challenges with not having a common mission statement, instead allowing its health care facilities across seven regions the autonomy to identify their own missions and values. SSM eventually “discovered” a 13-word mission statement, involving nearly 3,000 employees at every level of the organization from every one of its entities, she said.

    “It wouldn’t have taken long for our communications department to come up with a catchy mission statement . . . that everybody in the system could relate to,” said Ryan during her presentation. “But we realized that a mission statement . . . must be of the people, by the people, and for the people. . . . If a solid mix of employees has not helped create the mission statement, it will not truly belong to them, and the potential to transform your organization will be hindered.”

    In 1999, after a year-long process, SSM came up with the following mission statement that is still used today:

    “Through our exceptional health care services, we reveal the healing presence of God.”

    The SSM website says that the mission statement and values are known by every employee and used to guide decisions and how staff members treat one another. Ryan said, “The mission and values must . . . be an internal guidepost to our own behavior. Because if we don’t treat one another well, how can we ever expect that our patients will feel that they’ve experienced the healing presence of God?”

    “This wonderful experience of rearticulating our mission and values might never have happened had we not used the Baldrige framework to improve our organization,” added Ryan.

    Award Winners’ Mission Statements
    Recently, a Baldrige Executive Fellow took a look at the mission statements of the Baldrige Award recipients. I thought this was an interesting exercise, so I focused on the 25 health care winners that came after SSM won in 2002. The following were their missions at the time they won the Baldrige Award:

    Adventist Health White Memorial
    Los Angeles, CA
    Mission: “Living God’s love by inspiring health, wholeness and hope.”

    Mary Greeley Medical Center
    Ames, IA
    Mission: “To advance health through specialized care and personal touch.”

    Memorial Hospital and Health Care Center
    Jasper, IN
    Mission: “Christ’s healing mission of compassion empowers us to be for others through quality and excellence.”

    Adventist Health Castle
    Oahu, HI
    Mission: “Living God’s love by inspiring health, wholeness, and hope.”

    Southcentral Foundation (2017 and 2011 Baldrige Award winner)
    Anchorage, AK
    Mission: “Working together with the Native Community to achieve wellness through health and related services.”

    Kindred Nursing and Rehabilitation – Mountain Valley (now Mountain Valley of Cascadia)
    Kellogg, ID
    Mission: “To promote healing, provide hope, preserve dignity, and produce value, for each patient, resident, family member, customer, employee, and shareholder we serve.”

    Memorial Hermann Sugar Land Hospital
    Sugar Land, TX
    Mission: “A not-for-profit, community-owned, health system with spiritual values, dedicated to providing high-quality health services in order to improve the health of the people of Southeast Texas.”

    Charleston Area Medical Center Health System
    Charleston, WV
    Mission: “Striving to provide the best health care to every patient, every day.”

    Hill Country Memorial
    Fredericksburg, TX
    Mission: “Remarkable Always.”

    St. David’s HealthCare
    Austin, TX
    Mission: “To provide exceptional care to every patient, every day with a spirit of warmth, friendliness, and personal pride.”

    Sutter Davis Hospital
    Davis, CA
    Mission: “To enhance the well-being of people in the communities we serve, through a not-for-profit commitment to compassion and excellence in health care services.”

    North Mississippi Health Services
    Tupelo, MS
    Mission: “To be the provider of the best patient-centered care and health services in America.”

    Henry Ford Health System
    Detroit, MI
    Mission: “To improve human life through excellence in the science and art of health care and healing.”

    Schneck Medical Center
    Seymour, IN
    Mission: “To provide quality healthcare to all we serve.”

    Advocate Good Samaritan Hospital
    Downers Grove, IL
    Mission: “To serve the health needs of individuals, families, and communities through a wholistic approach.”

    Egg Harbor Township, NJ
    Mission: “We deliver health and healing to all people through trusting relationships.”

    Heartland Health (now Mosaic)
    St. Joseph, MO
    Mission: “To improve the health of individuals and communities located in the Heartland region and provide the right care, at the right time, in the right place, at the right cost with outcomes second to none.”

    Poudre Valley Health System (now part of University of Colorado Health)
    Fort Collins, CO
    Mission: “To be an independent, non-profit organization and to provide innovative, comprehensive care of the highest quality, always exceeding customer expectations.”

    Mercy Health System (now part of MercyRockford Health System)
    Janesville WI
    Mission: “To provide exceptional healthcare services resulting in healing in the broadest sense.”

    Sharp HealthCare
    San Diego, CA
    Mission: “To improve the health of those we serve with a commitment to excellence in all that we do.”

    North Mississippi Medical Center
    Tupelo, MS
    Mission: “To continuously improve the health of the people of our region.”

    Bronson Methodist Hospital
    Kalamazoo, MI
    Mission: “Provide excellent healthcare services.”

    Robert Wood Johnson University Hospital Hamilton
    Hamilton, NJ
    Mission: “Committed to Excellence Through Service. We exist to promote, preserve, and restore the health of our community.”

    Baptist Hospital, Inc.
    Pensacola, FL
    Mission: “To provide superior service based on Christian values to improve the quality of life for people and communities served.”

    Saint Luke’s Health System
    Kansas City, MO
    Mission: “Committed to the highest levels of excellence in providing health services to all patients in a caring environment. We are dedicated to medical research and education. As a member of the Saint Luke’s Health System, we are committed to enhancing the physical, mental, and spiritual health of the communities we serve.”

    Assessment of Mission Statements
    I think what these health care organizations are attempting to accomplish is pretty clear from reading these missions. I also think it’s interesting that embedded in these missions are the expectations for staff members of how to treat patients and one another. Patients and other customers might also have care expectations after reading such missions.

    • Have you thought about what your mission says about your organization?
    • Does each employee know what it means and how his/her job relates to and supports it?

    In other words, is your mission statement of the people?

  3. Infographics: Tips for Promoting Employee Well-Being & Mental Health in the Workplace

    March 10, 2020 by BPIR.com Limited
    According to the World Health Organization (WHO), “For every US $1 put into scaled-up treatment for common mental disorders, there is a return of US $4 in improved health and productivity.” Developing programs to support mental health in the workplace should be a priority for managers, senior leaders and human resources professionals.Rider University just released a resource guide titled, Tips for Promoting Employee Well-Being & Mental Health in the Workplace. The resource guide was created for business owners, HR departments and wellness communities who are looking to build awareness around maintaining employee well-being and mental health in the workplace.

    To learn more, check out the infographic below or the resource guide from Rider University here.

    Also, refer to our best practice report “Employee Happiness”, the report provides best practice, innovative ideas and research data on employee happiness. If you are a member login here so you can download the entire report as a printable pdf file and have immediate access to all the content. Non-members can join here.

  4. BPIR.com Newsletter: March 2020

    March 3, 2020 by BPIR.com Limited





    Best Practice Report: Strategy: Strategic Planning Process

    Strategic planning is a systemic process through which an organisation assesses where it is at the present time, communicates where it wants to be in the future (through its mission and vision), and makes the necessary decisions to reach its goals. The process includes making sure that monitoring, control and improvement mechanisms are in place, which help to ensure the smooth implementation of the plan and mitigate any interruptions.


    Featured Events


    Latest News

    • How Innovation Management Can Lead to Game-Changing Ideas….  read more
    • Conclusion Of Dubai We Learn – Excellence Makers 3rd Cycle: Expert Opinions & Key Learnings….  read more
    • Make the Baldrige Framework "How You Work": Lessons from Adventist Health Castle…. read more
    • Call for Paper:4th International Conference on Quality Engineering and Management (ICQEM)…. read more



    Achieving strategic agility through a strategic planning portfolio process

    This stimulating article explores lessons from Switzerland based packaging and processing company Tetra Pak on how to develop real-world strategic agility by moving to a continuous decision-making process. Tetra Pak successfully challenged the notion that strategic planning is solely driven by the line organisations where typically operational planning follows strategic planning. Instead, it emphasized that the implementation of strategic initiatives at a cross-functional level as another means of building capabilities. This form of strategic planning occurred through the portfolio approach of strategic initiatives across units. The author provides tips on the direction towards which multinational corporations should strive, if they want to develop real-world strategic agility.



    Hospital’s Visual Management concept targets zero harm

    In its journey to excellence, Duke Raleigh Hospital, a US hospital, acknowledged that a single harm to any patient or team member was one too many and set a target of ensuring zero patients or team members suffered harm while receiving or providing care. To engage staff Duke used visual management and asked every unit to huddle every day to review the six priority harms to understand every time that zero was no achieved to identify what happened and what could be done differently. Target-zero boards were designed and put up on every inpatient unit visible to patients and staff. Unit staff huddled and measured every week the number of harms to patients or staff. Duke was visibly able to show and talk about each harm every time every time the goal of zero was not achieved. The teams on the floor not only knew about a patient or an employee who was harmed but they knew their story. They knew their name. That made it real and motivated them to think “how do I get to zero next time?”.

    Do you know that in BPIR.com users can search BPIR databases through keywords search?

    BPIR Tip of the Month – Business Excellence Models

    Business Excellence Models

    This page offers a simple and alternative method of searching any of the main BPIR databases via key word(s) without having to go to the specific database pages.



  5. How Innovation Management Can Lead to Game-Changing Ideas

    March 1, 2020 by BPIR.com Limited

    Originally posted on Blogrige by Dawn Bailey

    The best organizations do not cultivate ideas by accident. This is true for Tri County Tech (TCT), a public career technology center in Oklahoma, and a 2018 Baldrige Award recipient, whose ideas come from empowering workforce members in a culture of continuous improvement, as well as involving them in innovation management.

    At the upcoming Quest for Excellence® Conference in March, Kim Smith, chief financial officer and director of operations, and Eric Randall, director of physical plant services and technology, will present “Rabbits and Resources:Workforce-Led Innovation,” offering strategies for innovation and
    process improvement.

    Innovation Management and Process Improvement

    “Our concept is that you never know where the next game-changing idea is going to come,” said Randall. TCT believes that by sharing and helping the workforce to understand data about the organization (from finances to resource priorities), workforce members are empowered to make better decisions.

    The presentation will offer ideas for managing improvement and innovation. It will also cover how the technology center allocates resources and prioritizes budget requests. A culture of continuous improvement, including process refinement, is critical to understanding resources. The presentation will detail how the center uses a process-based approach to determine what priorities for growth and innovation will be pursued.

    “We didn’t stop trying to improve just because we won the award,” said Smith. “We are constantly looking for ways to ensure continuous improvement.” For example, TCT’s senior leaders recently reviewed the center’s long-term strategic plan and major initiatives. Part of the review included the development of Vision 2025, which consists of a goal to continue the technical center’s journey of excellence to a second Baldrige Award win.

    Lessons Learned and Shared

    Randall said TCT has learned three big lessons on its Baldrige journey of continuous improvement:

    • Whether an organization is using the Baldrige Excellence Framework for growth or in active pursuit of the Baldrige Award, the initiative has to be leadership-driven. In other words, there has to be absolute buy-in from the top and senior leaders acting as the driving force behind implementing the framework.
    • It’s essential to have a vision that helps everyone understand his/her purpose in the organization. This helps workforce members stay engaged.
    • The organizational culture must support the vision.

    Tammie Strobel, deputy superintendent and chief quality officer, said that often organizations reach out to TCT for advice, especially in convincing CEOs that using the Baldrige Framework is the right thing to do.

    For us, using the framework as a model for how we operate our business has propelled us to outstanding results,” she said. “I would think most CEOs would be interested in results. . . . If you want to create an extremely satisfied workforce, have a strategic focus, and increase your bottom-line—whether it’s profit, patient outcomes, or, for us, student outcomes—using the Baldrige framework will help you achieve that.

    TCT has offered three best-practice sharing days, with another scheduled April 16 and 17, for organizations interested in learning more. This past fall, TCT was even visited by a delegation from New Zealand that included educators from Otago Polytechnic College. According to Strobel, the Kiwis were among the first to call TCT to congratulate it on its 2018 Baldrige Award win. The delegation included organizations interested in performance improvement, some of whom were in pursuit of the New Zealand Performance Excellence Award, which is modeled on the Baldrige Award. Over time, Strobel said, the TCT staff has stayed in touch and become friends with the Kiwis, offering support to them after their devastating volcano eruption in December 2019.

    Smith said she would describe organizations involved with Baldrige as collaborators, not as competitors. “Everyone wants to have better results and better outcomes. We’re not afraid of sharing ideas and processes from other people because it’s not competitive. We all want to help each other to become better organizations,” she said.

    Benefiting from the Baldrige Framework

    Randall said that the TCT staff believes that the Baldrige Excellence Framework would apply to any institution, including those in the education sector. “It helps you to focus on what your organization does best. It allows you to ask the brave questions. Certainly, for us, what should we stop doing, what should we get rid of, and why are we doing this if we aren’t the best in the world at it?” he said. “Ultimately, the framework for us has helped to improve student outcomes, which is why we are in business. We believe that every education organization can benefit in some way from using the framework as we did.”

    Over the past ten years, under the leadership of Superintendent and CEO Lindel Fields, TCT has been named a Great Place to Work in the United States for four consecutive years, the only public educational institution on the list. In addition, TCT engagement results for most workforce segments have been in the top 10 percent nationally since FY2014. TCT has more than doubled overall enrollments and grown its foundation to ensure that no student is denied an education due to lack of funds.