Monthly Archives: June 2014

Satisfying Angry Customers: Insights and Best Practices

Posted by Christine Schaefer In a recent blog, “Emotional Hijacking: Why Logic Doesn’t Work with Angry Customers,” Gallup Senior Strategist of Customer Experience and Innovation John Timmerman provides considerations that organizations can use both to prevent and manage customer complaints. … Continue reading

Posted in Baldrige Award Recipients, Business, Customer Focus | Tagged | 8 Comments

Improvement and Innovation

Posted by Harry Hertz, the Baldrige Cheermudgeon I have found myself in numerous conversations lately about continuous improvement and innovation. Is there a difference between the two concepts? Is the distinction important? While the lines between improvement and innovation might … Continue reading

Posted in Baldrige Award Recipients, Baldrige Criteria, Operations Focus | Tagged , , , , | 7 Comments

Spreading the Word about Baldrige

Posted by Christine Schaefer   The Baldrige Performance Excellence Program has long relied on a wide network of experts to help us inform organizations in every sector about how the Baldrige framework can help them boost their performance for the … Continue reading

Posted in Baldrige Award Process, Baldrige Award Recipients, Baldrige Criteria, Baldrige News | Tagged | 6 Comments

“The Purest Baldrige Colony on the Planet”

Posted by Dawn Marie Bailey Being “the purest Baldrige colony on the planet” is #15 of 32 in the culture statement that  2009 Baldrige Award recipient MidwayUSA uses to define itself. According to founder and CEO Larry Potterfield, the statement … Continue reading

Posted in Baldrige Award Recipients, Baldrige Criteria, Baldrige State & Local Programs, Business, Customer Focus, Leadership, Manufacturing, Uncategorized | Tagged , , , , , , , , | 1 Comment

Baldrige and ISO QMS: A Complementary Relationship

Posted by Christine Schaefer How is a company to decide whether to use the Baldrige Criteria for Performance Excellence, the International Organization for Standardization (ISO) 9001: 2008 Quality Management System (QMS), or both? To explore some key distinctions between the … Continue reading

Posted in Baldrige Criteria, Business, Customer Focus, Leadership, Manufacturing, Operations Focus, Strategic Planning, Workforce Focus | Tagged | 10 Comments