Baldrige 101: How to Get Started
Larry Potterfield
Founder and CEO
Baldrige 101: How to Get Started
First, a very important question!
How do I explain Baldrige to my colleagues?
Quick Answer: The things you need to know
that they don’t teach in business school!
Baldrige 101: How to Get Started
A Better Answer!
Baldrige is a collection of the 30 most important
Leadership and Management Principles as
presented by leading authorities such as:
Drucker, Deming, Peters and Collins
Baldrige 101: How to Get Started
The First TEN Steps
to Performance
Excellence
Baldrige 101: How to Get Started
Vision
Step One
“I have a dream that one
day this nation will rise up
A Clear, Inspiring and live out the true
meaning of its creed: "We
Mission Statement hold these truths to be
self-evident: that all men
are created equal.”
Martin Luther King, Jr.
Foundation of
Organizational DNA!
Baldrige 101: How to Get Started
There are four parts to a Mission Statement.
Vision
Mission
Purpose
Values
Baldrige 101: How to Get Started
Mission
Your answer to the question:
What does your organization do?
“We are a catalog and internet retailer of
shooting, hunting and outdoor products . . .”
Baldrige 101: How to Get Started
Vision
Your desired future state. What you want others
to say about you.
“To be the best run business in America . . .”
Baldrige 101: How to Get Started
Purpose
Why does your organization exist?
“To maximize the long-term value of the
organization for our shareholders . . .”
Baldrige 101: How to Get Started
Values
The shared beliefs that define our culture and
foster loyalty.
1. Commitment to serving Customers
2. Respect for all stakeholders
3. Learning, continuous improvement and
innovation
Baldrige 101: How to Get Started
Step Two
Identify your Key
Stakeholders
Baldrige 101: How to Get Started
Who are your Key Stakeholders?
(Hugely Important!)
• Customers
• Employees
• Vendors or Suppliers
• Shareholders (Owners)
Baldrige 101: How to Get Started
Most “for-profit” businesses
these are your Key Stakeholders too!
• Customers
• Employees
• Vendors or Suppliers
• Shareholders (Owners)
Baldrige 101: How to Get Started
Hospitals
Who are your Key Stakeholders?
• Patients
• Employees (Physicians and Staff)
• Vendors or Suppliers
• Shareholders/Taxpayer
Baldrige 101: How to Get Started
K-12 Schools
Who are your Key Stakeholders?
• Students
• Teachers, staff and volunteers
• Vendors or Suppliers
• Parents and Taxpayers
Baldrige 101: How to Get Started
Government Agencies
Who are your Key Stakeholders?
• Resident Community
• Visitors
• Employees
• Vendors or Suppliers
• Taxpayers
Baldrige 101: How to Get Started
Step Three
Set Organizational
Goals
Baldrige 101: How to Get Started
Goals
To Satisfy our Stakeholders!
Customers
Employees
Vendors or Suppliers
Shareholders (Owners)
Baldrige 101: How to Get Started
The Goals of Every Organization
To Satisfy your Stakeholders!
Yes, goals are that simple.
That’s why you must first identify your
stakeholders!
Baldrige 101: How to Get Started
Step Four
Identify your
Stakeholder’s Key
Requirements
Baldrige 101: How to Get Started
What do your stakeholders want?
You must ask!
• Each of us is a Customer, a Patient, a Student;
what do we want?
• Each of us is an Employee; what do we want?
• Each of us is an stockholder and taxpayer;
what do we want?
Baldrige 101: How to Get Started
Step Five
Identify
Organizational
Strategies
Baldrige 101: How to Get Started
What are organizational strategies?
Simple statements that help guide decision
making.
We have 12 Company Strategies.
Baldrige 101: How to Get Started
#1 Strategy
Customer Satisfaction is our #1 Company Goal
Baldrige 101: How to Get Started
#3 Strategy
Attract and retain high-performing employees,
by being considered a great place to work!
Baldrige 101: How to Get Started
#6 Strategy
Continuously improve our productivity through
learning and innovation.
Baldrige 101: How to Get Started
Step Six
Identify Work
Systems and Key
Processes
Baldrige 101: How to Get Started
What is your main work system that delivers the
value that your #1 stakeholder desires?
What are the key processes within your work
system(s)?
Baldrige 101: How to Get Started
Step Seven
Create a Balanced
Scorecard
Baldrige 101: How to Get Started
Goals
To Satisfy our Stakeholders!
Customers 95%
Employees 95%
Vendors or Suppliers 95%
Shareholders (Owners) 95%
Baldrige 101: How to Get Started
Step Eight
Create a Strategic
Planning Process
Deferred maintenance and process improvement
Baldrige 101: How to Get Started
Strategic Planning
• Six Basic Steps
• 24 Individual Processes
• Improvement, Improvement, Improvement
• Execution is the Greatest Opportunity
Baldrige 101: How to Get Started
Step Nine
Create a
Communication
Plan
Baldrige 101: How to Get Started
Communication Plan
Systematically communicate all things important
to all Key Stakeholders, throughout the year!
A calendar of communication activities.
Baldrige 101: How to Get Started
Step Ten
Write a Baldrige
Application
Baldrige 101: How to Get Started
Baldrige/Missouri Quality Award Application
• You can’t win if you don’t play!
• Win the Baldrige/MQA Award!
• Win the battle for improved performance!
Baldrige 101: How to Get Started
Larry Potterfield
Founder and CEO