Malcolm Baldrige Award Winners 2002

1
Malcolm Baldrige Award Winners 2002

• Barbara Dickerson
• Tino Cordova
• Danielle Ball
• David Vargas

2
Introduction

• What is the Malcolm Baldrige National Quality
  Award?
• Three Categories we will cover
• Criteria
• 2002 Award recipients

3
Branch-Smith Printing Division

• 2002 Award Recipient
• Small Business Category

4
History

• It is one of two divisions within
  Branch-Smith,Inc.
• Located in Forth Worth,Texas
• Workforce 68 employees
• Specializes in designing, printing and mailing
• Sales over 10 million

5
Leadership

• Branch-Smith printing division displayed positive
  trends and demonstrated leadership
• It's market share in the Dallas-Forth Worth
  increased from 0.5 in 1997 to1.46 in 2002

6
Strategic Planning

• Experienced 72 growth over 4 years from 1998 to
  2002
• Transition in 1999 to new processes and equipment

7
Customer and Market Focus

• One of their priorities is customer satisfaction.
  
• Priority in handling customer complaints
• BSPD has a management review team   
• It checks opportunities for improvement
  customer satisfaction

8
Information Analysis

• Development and investment in new technologies
  and software for customer service.
• Quality Improvement Database
• QI integrates types of data into a control
  location

9
Human Resource Focus

• Commitment to furthering the well-being,
  satisfaction, and motivation of its employees.
• Results from employee surveys showed improvement.

10
Process Management

• New technology implementation helped to sustain
  continued growth in sales.
• Supporting community activities kept BSPD loyal
  with consumers.

11
SSM Health Care

• 2002 Award Recipient
• Health Care Category

12
History

• SSM Health Care (SSMHC) is sponsored by the
  Franciscan Sisters of Mary.

13
Leadership

• Passport
• Mission Values
• Meeting in a Box
• Corporate Responsibility Process
• Patient Safety Program
• Preservation of the Earth
• SSM Policy Institute

14
Strategic Planning

• Capital Allocation Process
• Minimum Standard Data Set
• Strategic, Financial Human Resource Planning

15
Customer Market Focus

• Complaint Management Process
• DI-Web Diver
• Patient Satisfaction Surveys

16
Information Analysis

• Comparative Data
• PIRs/ Quality Report

17
Human Resource Focus

• Diversity
• HR Solutions
• Shared Accountability
• Teams
• Unique Benefits

18
Process Management

• Clinical Collaborative
• CQI Model
• In-Process Partnering
• Supply Chain Management

19
Motorola Inc. Commercial

• 2002 award recipient
• Manufacturing Category

20
History

• Integrated communications and information
  solutions
• Customer base
• Business specialization

21
Leadership

• Strong value statement
• Uncompromising integrity
• Ethical behavior and respect

22
Strategic Planning

• Continuation of strong financial performance
• Return on assets compared to the average of other
  telecommunications companies

23
Customer Market Focus

• Customer Intimacy
• Customer and stakeholder involvement
• Aligned organizational objectives, scorecards,
  and personal commitment plans

24
Information Analysis

• Intranet data and information systems
• Tools and Services
• Organizational learning and knowledge management

25
Human Resource Focus

• Utilizes well-deployed and systematic human
  asset planning process
• Manages succession planning
• Performance tracking and developmental progress

26
Process Management

• M-Gate process
• Incorporation of customer and market
  requirements, organizational capabilities, and
  return on investment analysis.
• Process management is throughout the organization

27
Conclusion

• Applying for Malcolm Baldrige National Quality
  Award
• Website www.quality.nist.gov
• Any questions?