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HBOK 1-172

Title Jersey Score
Author(s) Brett Krzykowski
Source Quality Progress
Topic Performance Measurement

Performance Improvement

Work Process Management

Abstract AtlantiCare already had a well-established quality culture in place, but that didn’t stop the New Jersey-based healthcare provider from adopting the Baldrige criteria to further improve its customer service. Although it didn’t take long for the organization to see positive results, two site visits from Baldrige examiners showed that it still had a long way to go. By focusing on the Baldrige framework to enhance performance and foster innovation and utilizing voice of the customer data, AtlantiCare’s market share in its primary service area reached a six-year high while revenue followed suit. In 2009, AtlantiCare’s commitment to excellence was rewarded when it became one of five Baldrige award recipients. A sidebar article outlines AtlantiCare’s strategic challenges.
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Reference Code 1-172

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