Using the Malcolm Baldrige National Quality
Program
Understanding the Baldrige framework is professionally and
personally transformational. The criteria itself changes the
way we think. For example, it asks us to seek loyalty and referral,
not just satisfaction that is too commonly measured with expectations
set at average, quartiles, and deciles. Despite the dedication
and decades of hard work, performance still results in unnecessary
error, waste, and outcomes too often below what is achievable. We teach, we guide, we mentor, we give insight, we help implement improvements and innovations that breakthrough to new never before achieved performance, and we provide guidance to help sustain it.
This is the challenge of today’s leadership. It is
possible for organizations to deliver Ritz Carlton-type distinctive
service and Toyota levels of almost zero defects. Excellence
is every time – every service, every product, every
student, every patient.
It is not enough to try. As Yoda would say, “do or
do not, there is no try”.
Baptist Leadership Institute
We work closely with the Baptist
Leadership Institute to
integrate their approaches to customer and patient satisfaction
and cultural excellence within the Baldrige Quality framework.
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