Category Archives: Customer Focus

Engaging Customers through a Relationship-Based Approach

By Christine Schaefer Southcentral Foundation (SCF) has garnered national attention as a high-performing health care organization whose relationship-based approach to care may provide a means for U.S. hospitals and systems to improve patient outcomes and reduce costs. As president and … Continue reading

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Future Uncertain? Focus on Efficiency, Stewardship

Posted by Dawn Marie Bailey With new policies and directions from an incoming Presidential administration, and the news media theorizing about uncertain futures for organizations across the economic spectrum, U.S. organizations, more than ever, need to ensure that they are … Continue reading

Posted in Baldrige Award Process, Baldrige Award Recipients, Baldrige Criteria, Business, Customer Focus, Health Care, Operations Focus, Performance Results, Uncategorized | 1 Comment

A Systems Perspective to Leadership and Strategy

Posted by Harry Hertz, the Baldrige Cheermudgeon I recently read a summary of an interview with Wharton Professors Harbir Singh and Mike Useem. The interview relates to their new book, The strategic leaders roadmap. In the book they contend that … Continue reading

Posted in Baldrige Criteria, Customer Focus, Leadership, Strategic Planning, Uncategorized, Workforce Focus | Tagged , , , , , | 2 Comments

Ten Blogs about Customer Engagement (and the Baldrige Excellence Framework)

By Christine Schaefer Customer-focused excellence is one of the 11 core concepts and values of the Baldrige Excellence Framework (which includes the Criteria for Performance Excellence). What’s more, “Customer Engagement” is the title and focus of a section (item 3.2) of the Baldrige Criteria … Continue reading

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Another Baldrige Ambassador Takes the Message Overseas

Posted by Dawn Marie Bailey The Baldrige Program has always been fortunate to have engaged ambassadors—many of whom are current or former examiners, judges, or overseers—who carry the Baldrige message of continuous improvement, core values, and a systems perspective, as … Continue reading

Posted in Baldrige Award Process, Baldrige Criteria, Baldrige Examiners, Business, Customer Focus, Measurement, Analysis, and Knowledge Management, Operations Focus, Performance Results, Uncategorized | Leave a comment