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HBOK 1-477

Title One Size Fits All
Author(s) Brett Krzykowski and Amanda Hankel
Source Quality Progress
Topic Organizational Culture

Accreditations/Certifications/Awards (TJC, ISO, Baldrige)

Strategic Management

Abstract The Baldrige Criteria for Performance Excellence remain a powerful tool for improving quality in all aspects of organizations of all sizes, as evidenced by the four organizations selected to receive a Malcolm Baldrige National Quality Award in 2011. Schneck Medical Center of Jackson County, IN, created a patient-focused program not just in its patient care but also in its customer service, fiscal operations, and human resources departments. The Detroit-based Henry Ford Health System uses its senior leader’s team to strategically plan across its 25 business units, and regular communication between those leaders has helped the company drive its patient safety and quality of care efforts forward each year. The CEO of nonprofit Concordia Publishing House attributes the success of the company’s quality efforts to a number of initiatives, including an annual strategic planning process; the propagation of the plan, do, check, act system throughout the company; and regular collection of both customer and employee feedback. The Southcentral Foundation, an Anchorage-based organization devoted to providing healthcare for its Native American customers, established a program based around customer-driven care and began placing Native Americans in managerial positions.
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