4Jun, 2019 Customer Loyalty How do you build customer loyalty? I had my annual mammogram today. It’s not something I look forward to – a little uncomfortable, never seems like a good time for...
25May, 2019 A Journey or a Destination? How many times have we heard that the pursuit of excellence is a journey and not a destination? It’s practically a mantra in the Baldrige community. But do you ever...
2Apr, 2019 Are You Seeking Excellence? Seeking Excellence? What causes a senior leader to decide to embark on a journey to performance excellence? Perhaps even more interesting is understanding why some persist while others abandon the...
25Feb, 2019 What’s Your Survey ROI? How Effectively Are You Leveraging Your Satisfaction Surveys? Are you getting everything you could out of your customer and employee satisfaction surveys? How do you know? First, are you trying...
30Jan, 2019 The Importance of Frank, Two-Way... I’m always anxious to see the new revisions of the Baldrige Excellence Framework. Some of the changes seem rather insignificant at first glance, almost like wordsmithing. I remember when the...
7Jan, 2019 2019-2020 Baldrige Excellence Framework Has... It’s that time of year. Well, yes, that time of year, too, but I’m referring to the time of year when the Baldrige Excellence Program releases the latest revision of...
4Dec, 2018 Are You an Appreciative Leader? Last week we celebrated Thanksgiving, and that gave me the inspiration for this month’s “Baldrige blast.” We started to reflect on a common characteristic of so many of the leaders...
31Oct, 2018 How do you know? How Do You Know? We’ve been working with a new client for the past 6 months. We’ve never seen a CEO and other senior leaders so quickly embrace the Baldrige...
14Oct, 2018 Medical Science Meets the Art... "Evidence-based best practices so often cited in the literature require more than just clinical evidence. They also require the art of persuasion, as all change initiatives do. People change when...
28Sep, 2018 Ready for a CEO Self-Assessment? Are You Ready for a CEO Self-Assessment? “It was the best of times; it was the worst of times.” But is it ever the right time to pursue excellence? In the...
