Using the Baldrige Quality Award process to Improve Quality in Your Business.
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Transcript of Using the Baldrige Quality Award process to Improve Quality in Your Business.
Using the Baldrige Quality Award process to Improve Quality in Your Business
Introductions
Dr. E. Denise Smith, CPA
21 years in hospital administration, worked with physician offices, home health agencies, hospice, nursing homes
Rural and large systems, not-for-profit and for profit
7 years on faculty of Godbold School of Business, Gardner-Webb University
What is Quality?
degree of excellence
superiority in kind
a distinguishing attribute
Synonyms: caliber (or calibre), class, grade, rate
Antonyms:baseness, commonness, inferiority, lowliness
How do you know quality when you see it?
Do we expect high quality in….
Cellphones?
Automobiles?
Laptops?
Drinking water?
Education?
Nursing homes?
Healthcare?
Cost of Quality
It’s a term that's widely used – and widely misunderstood.
The "cost of quality" isn't the price of creating a quality product or service. It's the cost of NOT creating a quality product or service.
Every time work is redone, the cost of quality increases. Obvious examples include: The reworking of a manufactured item.
The retesting of an assembly.
The rebuilding of a tool.
The correction of a bank statement.
The reworking of a service, such as the reprocessing of a loan operation or the replacement of a food order in a restaurant.
In short, any cost that would not have been expended if quality were perfect contributes to the cost of quality.
In the long run, quality problems can cost companies far more than just the cost to fix the initial problem. There are also problems with disruption of manufacturing, drug shortages, and competitors capitalizing on these issues to gain more market share.
Systematic Approaches to Improving Quality
The Baldrige Criteria address all key areas of a manufacturing business and are compatible with other performance improvement initiatives, such as ISO 9000, Lean, and Six Sigma. Using the Baldrige framework, you can organize and integrate these approaches, improve productivity and effectiveness, and pursue performance excellence.
Baldrige Criteria for Performance Excellence Categories
1 Leadership
2 Strategic Planning
3 Customer Focus
4 Measurement, Analysis, and Knowledge Management
5 Workforce Focus
6 Operations Focus
7 Results
Baldrige Hamburger!
How can Baldrige Criteria help?
Regardless of what your business is, the Baldrige Criteria are a valuable framework for measuring performance and planning in an uncertain environment. The Criteria help businesses achieve and sustain the highest national levels of:
Customer satisfaction, engagement, and loyalty
Product and service outcomes, and process efficiency
Workforce satisfaction and engagement
Revenue and market share
Social responsibility
FROM FIGHTING FIRES TO INNOVATION: AN ANALOGY
FOR LEARNING
STEPS TOWARD MATURE PROCESSES
Manufacturing Award Winners
2012: Lockheed Missiles and Fire Control, Dallas, TX
2010: Medrad,Inc., PA; Nestle Purina PetCare Co., MI
2009: Honeywell Federal Manufacturing & Technologies, LLC, MO
2008 Cargill Corn Milling, MN
2005 Sunny Fresh foods, Inc., MN
Small Business Award Recipients
2012: MESA Products, Inc., OK2010: Freese and Nichols, Inc.,
TX; K&N Management, ; Studer Group, FL
2009: MidwayUSA, MO2007 PRO-TEC Coating
Company, OH
Healthcare Recipients
2012: North Mississippi Health Services, MS
2011: Henry Ford Health System, MI; Schneck Medical Center, ID; Southcentral Foundation, AK
2010: Advocate Good Samaritan Hospital, IL
2009: AtlantiCare, NJ
Nonprofit Recipients
2012: City of Irving, TX
2011: Concordia Publishing House, St. Louis MO
2009: VA Cooperative Studies Program Clinical Research Pharmacy Coordinating Center
2007: City of Coral Springs, FL; US Army Armament Research, Development and Engineering Center (ARDEC)
Education Recipients
2010: Montgomery County Public Schools, Rockville, MD
2008 Iredell-Statesville Schools, NC
Examples
http://www.youtube.com/watch?v=qeXjKRmeKD4&feature=relmfu
http://www.youtube.com/watch?v=uw5Ei00JiHs&feature=relmfu
http://www.youtube.com/watch?v=y7MIobjdXLI&feature=relmfu
http://www.youtube.com/watch?v=qeXjKRmeKD4&feature=relmfu
Questions?
FOR ADDITIONAL INFORMATION CONTACT
Dr. Denise Smith
704-406-4382
