Category Archives: Baldrige

Customer Engagement versus Customer Satisfaction

I am presenting “Applying Baldrige to the Marketing Function” at the ISA Marketing and Sales Summit. This post originally appeared as a guest post on that site. How high do you set your customer service bar? Think about the KPIs … Continue reading

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Increase Your Odds for Brilliant Insights

Where do your best ideas come from? Do they normally occur when you are slaving away at your desk or during your normal work functions? Or do they come in unexpected places? Do you have places where you can go, … Continue reading

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Chattanooga Regional Performance Excellence Group

The Chattanooga Section 1101 of the American Society for Quality is graciously hosting a meeting and letting me discuss why we need a regional Baldrige group and what we can do to get the movement started. It is easy for … Continue reading

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Anecdotes and Damn Lies – Just the Facts Please

The Wall Street Journal had an interesting article about the Disconnect Found Between CEOs and Top Officers in yesterday’s paper. (Need to have a subscritpion to access the online article.) How many of you find that especially surprising? According to … Continue reading

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What is Baldrige and Why Should I Care?

I am a Baldrige evangelist. You ask me all the time, “What the heck is Baldrige?” when I bring up Baldrige references in conversation. Baldrige is a weapon against complacency. If your business or organization is doing alright and you … Continue reading

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The Big Picture aka Personal and Professional Development Opportunity

Small and medium-sized companies frequently have a chip on their shoulder when they compare themselves to bigger competitors or bigger companies in general. In discussions I hear business owners and managers say things like: We don’t have the resources those … Continue reading

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Still charged up about Baldrige because it’s still relevant

I’m coming up on my tenth or so year being involved with the Tennessee Center for Performance Excellence (TNCPE) and I’m still excited. I’m not possessed enough to preach from a soapbox on the corner like Leo Babauta’s example of … Continue reading

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Slowly eating away at my 15 minutes of fame

The TNCPE marketing team put together a few nice videos on their website from last year’s award banquet and Excellence Conference. Robert Otwell, CEO of Maury Regional Medical Center explains why they use TNCPE services and the Baldrige criteria. And … Continue reading

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Continuous Improvement is both Small Steps and Big Leaps

Technology can amplify small improvements especially when the small improvements and efforts are part of a bigger design. So why is it so difficult to identify and accept the potential of new technology and innovation and incorporate it into existing … Continue reading

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Culture and Stakeholders

There are a lot of organizations that don’t really give a damn about their stakeholders if we define stakeholders as employees, investors and shareholders, the communities where they conduct business, customers, and partners and suppliers. I could go into a … Continue reading

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