Using the Baldrige Quality Award process to Improve Quality in Your Business

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6 Νοε 2013 (πριν από 3 χρόνια και 7 μήνες)

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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., OK


2010:
Freese

and Nichols, Inc.,
TX; K&N Management, ;
Studer

Group, FL


2009:
MidwayUSA
, MO


2007 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&featu
re=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&featu
re=relmfu

Questions?


FOR ADDITIONAL INFORMATION CONTACT


Dr. Denise Smith


esmith2@gardner
-
webb.edu


704
-
406
-
4382