Monthly Archives: April 2011

How to Delight Your Customers (aka “Guests”)

 Posted by Pamela Wong Business has been challenging for the fast food and restaurant industry. These establishments have had several difficult quarters, according to the most recent data compiled by the American Customer Satisfaction Index™ (ACSI). In 2008 and 2009, … Continue reading

Posted in Baldrige Award Recipients, Customer Focus | Tagged , , , , | 3 Comments

Without Mr. Cronkite, Hospital Finds New Ways to Engage with Customers

Posted by Dawn Marie Bailey   When iconic newsman Walter Cronkite anchored the CBS evening news, people stopped what they were doing and listened to their one, most trusted source of news, said Tama Wagner, chief brand officer at Heartland Health, … Continue reading

Posted in Baldrige Award Recipients, Baldrige Criteria, Customer Focus, Health Care | Tagged | 4 Comments

Baldrige…in Three Questions

Posted by Harry Hertz, the Baldrige Cheermudgeon Okay, you asked for it. You tell me Baldrige is too complex for beginners. You ask how to get your boss oryour employees convinced Baldrige is a journey worth beginning. You blog about needing … Continue reading

Posted in Baldrige Criteria, Baldrige Director, Leadership, Workforce Focus | Tagged | 7 Comments

Making U.S. Health Care Great, the Holistic Way

Posted by Dawn Marie Bailey The New York Times recently published a blog on “What Makes a Hospital Great?” that was written by a surgeon sharing advice she received from another surgeon: “It’s not the techniques or the fancy equipment. … Continue reading

Posted in Baldrige Award Recipients, Baldrige Criteria, Health Care, Performance Results | Tagged | 2 Comments

Follow the Fellows…Part Two

Posted by Harry Hertz, the Baldrige Cheermudgeon Preceding the annual Quest for Excellence (Quest) conference last week, we held the third face-to-face meeting of our Baldrige Executive Fellows. I reported on the second meeting of the Fellows in an earlier blog. … Continue reading

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