Category Archives: Customer Focus

Is the Customer Really Always Right? A Hotel Company Invests in its Employees First

Posted by Dawn Marie Bailey What if you turned the service philosophy “the customer is always right” on its head and considered your employees first? What would happen to your customer service? Employees first (or ladies and gentlemen first) is a … Continue reading

Posted in Baldrige Award Process, Baldrige Award Recipients, Baldrige Criteria, Business, Customer Focus, Performance Results, Workforce Focus | Leave a comment

Five Ways to Provide the Best Assessment Possible

Posted by Dawn Marie Bailey How can you provide the best assessment possible? First, you need to understand what/whom you are assessing. For the Baldrige Program, in alignment with its mission, that means understanding the organization being assessed, either for a Malcolm … Continue reading

Posted in Baldrige Award Process, Baldrige Criteria, Business, Customer Focus, Leadership, Performance Results, Small Business | 1 Comment

Do We Need National Standards for Organizational Excellence?

Posted by Dawn Marie Bailey Every day, each one of us may come upon a standard of excellence that improves the quality in our own lives, and we may not even know it. Here at the National Institute of Standards … Continue reading

Posted in Baldrige Award Process, Baldrige Award Recipients, Baldrige Criteria, Baldrige News, Business, Customer Focus, Measurement, Analysis, and Knowledge Management, Operations Focus, Performance Results, Uncategorized | 1 Comment

Lots of Activity, No Progress

Posted by Harry Hertz, the Baldrige Cheermudgeon I recently read an HBR blog entitled, “How Aligned Is Your Organization?” The authors attributed a lack of internal organizational alignment to four reasons. The last, and I thought very important one, was … Continue reading

Posted in Baldrige Criteria, Business, Customer Focus, Leadership, Manufacturing, Measurement, Analysis, and Knowledge Management, Operations Focus, Performance Results, Strategic Planning, Uncategorized | Tagged , , , | 7 Comments

A Time for Renewal

Posted by Harry Hertz, the Baldrige Cheermudgeon My title probably has you thinking about some life-changing transition or a big vacation to refresh or, maybe, a new exercise regimen. If that is the case, I am sorry to disappoint you. … Continue reading

Posted in Baldrige Criteria, Business, Customer Focus, Nonprofit, Uncategorized | Tagged , , | 1 Comment