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Entries for 2012

Baldrige Executive Fellows Program Highlighted in Leadership Magazine

The Baldrige Executive Fellows Program is featured in the July 2012 issue of Leadership Excellence magazine, which has a national circulation of about 200,000 who are primarily C-suite or aspiring C-suite executives. amp"Peer Learning: ...

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Baldrige Executive Fellows Program Highlighted in Leadership Magazine

The Baldrige Executive Fellows Program is featured in the July 2012 issue of Leadership Excellence magazine, which has a national circulation of about 200,000 who are primarily C-suite or aspiring C-suite executives. Peer Learning: Bring ...

Read More

Baldrige Executive Fellows Program Highlighted in Leadership Magazine

The Baldrige Executive Fellows Program is featured in the July 2012 issue of Leadership Excellence magazine, which has a national circulation of about 200,000 who are primarily C-suite or aspiring C-suite executives. Peer Learning: Bring ...

Read More

Marketing Customer Service

In our dynamic business world, where consumers are constantly revising their preferences and trying to make their own small businesses (their homes) run smoothly, business leaders need to ensure their company is honing its services to those evolving customer needs. Revisiting the Baldrige Criteria can keep us in check by reminding us how important it is to respect customer individuality. As explained in its customer focus section,

“Knowledge of customers, customer groups, market segments, former customers, and potential customers allows your organization to tailor product offerings, to support and tailor your marketing strategies, to develop more customer-focused workforce culture, to develop new business, and to ensure organizational sustainability.”

This certainly seems pretty straightforward, but the knowledge of your customers, and development for customer-focused workforce culture are carrying heavier weight than ever in today’s economy, and business leaders need to act fast to keep up. The meaning of customer respect and service is essentially becoming a leading marketing asset for businesses aspiring for success, versus just a “good idea.” Quality customer service can have a greater impact on your business than quality marketing.

Author of Leadership Matters: CEO Survival Guide, Mike Myatt, is an expert in business leadership and recently contributed in Forbes magazine about the absolute need for companies and organizations to utilize the opportunity this generation holds for prosperity in a customer-focused business plan. “People like to be helped, not sold,” he wrote. “One-size-fits-all methodologies in sales are suffering whether you realize it or…

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How ST Microelectronics Maintains their Edge

Awards, rankings, and scores have long been a means to recognize performance. That performance is driven by motivation; the tangible inspiration that can takes its shape in a framed employee-of-the-month certificate on the wall of a twenty-seventh-floor cubical. Motivation for recognition is what drives employees and executives of companies big and small. Honors keep ambition fresh; they give people something to shoot for. But, it is important for recipients of impressive merit to preserve their worthy reputation––even if down the road, they experience recipient-replacement, over and over.

Thirteen years ago, ST Microelectronics earned the Malcolm Baldrige award for their excellence in manufacturing quality, and since then, the company has yet to reclaim it. Despite dusty traces on their quality credential, ST has been doing remarkably well, financially, having nearly doubled their 2010 revenue last year ($353 to $638 million). Sure, handfuls of companies prosper financially without adherence to quality-excellence––why might ST’s success still have a connection to the Baldrige Criteria?

In a world where smart phones are becoming nearly essential to professional and social life (some may argue for safety, too) there seems to be this (semi)permanent opportunity––in some ways, obligation––for services and providers to constantly improve the make-up of tabs, pads, phones, and computers. That is to say, technology is constantly evolving and improving to a degree where consumers have become experts on a subject that seemed so new in 1999, when ST received their Award.

Last month, ST released a patented technology…

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Quality and Sustainability: An Introduction

Organizations large and small that have gained success in the past and want to thrive in the future are being challenged to find – and capitalize upon – opportunities to meet their own strategic goals while also meeting societal needs. More and more organizations are being encouraged to look at the entire landscape unfolding before them, from a perspective of a balanced array of outcomes characterized by the new “triple bottom line” of people, planet, and profits (Savitz and Weber 2006). As we go forward into the twenty-first century, organizations cannot focus only on profits and their bottom line; they also must take into consideration people and our planet. Quality Management has always taken people into consideration; now as we go forward a third dimension has been added that encompasses environment sustainability and stewardship.

Quality and environmental sustainability are becoming increasingly interdependent. Organizations of all sizes are looking at ways to increase efficiencies and productivity without compromising the integrity of the environment. As a result, as we see it, there is a paradigm shift evolving within the quality management arena as quality and environmental sustainability are merging toward a partnership. This partnership makes perfect sense; the performance excellence we strive for in a business environment extends to the larger, natural environment that provides the context in which businesses operate.

The partnership accelerated with the creation of the ISO (International Organization for Standardization) 14000 Environmental Management System, a companion system to ISO 9000. Within increased environmental awareness, organizations are looking for innovative ways to reach their strategic goals while keeping within societal and environmental…

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Build a World-Class Management System

One proven way you can differentiate your organization from the competition is by making its management system better than anyone else’s. And the best way to do that is by integrating the Baldrige model.

Organizations that integrate Baldrige see improvements in key results across the board. To see a sampling of those results, click here. They build world-class, sustainable organizations. And their approach is available to you and your organization.

That approach is to evaluate your management system using the Baldrige Criteria. The evaluation can be an internal self-assessment or an application for a local, state, or national award. I describe the evaluation options here.

If you are interested in a Baldrige evaluation, contact me to discuss those options for your organization. Between the experts at Juran, we’ve researched and written dozens of Baldrige assessments, including the applications of many Baldrige Award winners and state award winners, in addition to having two past Examiners on the team. We can help you determine the best way to integrate Baldrige at your organization.

For some, that process begins with Baldrige training. Juran offers training for senior leadership teams, managers, and employees on the Baldrige Criteria, the assessment process, and how to integrate Baldrige at all levels of an…

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Baldrige Award Applicants Can Now Receive Recognition for Best Practices

For the first time in the 25-year history of the Malcolm Baldrige National Quality Award, high-performing organizations that are candidates for the award will be eligible for recognition of their best practices in six of the seven ...

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Baldrige Award Applicants Can Now Receive Recognition for Best Practices

For the first time in the 25-year history of the Malcolm Baldrige National Quality Award, high-performing organizations that are candidates for the award will be eligible for recognition of their best practices in six of the seven ...

Read More

Baldrige Award Applicants Can Now Receive Recognition for Best Practices

For the first time in the 25-year history of the Malcolm Baldrige National Quality Award, high-performing organizations that are candidates for the award will be eligible for recognition of their best practices in six of the seven ...

Read More

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