Tag Archives: customer focus

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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A No-Pressure Organizational Assessment

Posted by Dawn Marie Bailey In a recent Baldrige Foundation survey, some respondents noted that “non-award-based organizational assessments” were a product that they wished the Baldrige Program would offer. However, such a program is currently offered, and it is called … Continue reading

Posted in Baldrige Award Process, Baldrige Criteria, Baldrige Examiners, Business, Customer Focus, Education, Health Care, Leadership, Manufacturing, Measurement, Analysis, and Knowledge Management, Nonprofit, Operations Focus, Performance Results, Small Business, Strategic Planning, Uncategorized, Workforce Focus | Tagged , , , , , | Leave a comment

For the Good of the Community

Posted by Dawn Marie Bailey In health care settings, clinical integration is a fairly new concept that means the coordination of patient care across conditions, providers, settings, and time in order to achieve care that is safe, timely, effective, efficient, … Continue reading

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What Could You Discover About Your Customer Strategy?

Posted by Dawn Marie Bailey How do you deploy learning from the voice of your customers, plus company strategy, to workforce members in every room in the company, every factory floor, every customer service center, both domestic and abroad? That’s … Continue reading

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Listening and Customer Satisfaction

Posted by Dawn Marie Bailey Listening to customers. It’s something that any good organization knows that it needs to do to stay in business. But what are some tips for providing customers with feedback opportunities, for using technology to listen, … Continue reading

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