2012: Building a State of Excellence

2012 Excellence in Tennessee Sessions

Event Schedule

Tuesday, Feb 21, 2012

7:30- 8 a.m.Registration and Continental breakfast
8- 11:45 a.m.First half of Workshops 1, 2 and 3
11:45- 1:15 p.m. Luncheon Keynote Bob Pence, President & CEO Freese and Nichols, Inc., 2010 Baldrige recipient
1:15- 5 p.m. Second half of Workshops 1, 2 and 3

Wednesday, Feb. 22, 2012

7:30- 8 a.m. Registration and Continental breakfast
8- 8:15 a.m. Welcome
8:15- 9:15 a.m. Welcome Keynote Gary A. Meyer, President & CEO, Schneck Medical Center, 2011 Baldrige Recipient
9:15- 9:30 a.m. Networking break
9:30- 10:30 a.m. Breakout sessions A
10:30- 10:45 a.m. Networking break
10:45- 11:45 a.m. Breakout sessions B
11:45- 12:30 p.m. Lunch
12:30- 1:30 p.m. Luncheon Keynote Michael Perich, Montgomery County Maryland Public Schools, 2010 Baldrige Recipient
1:30- 1:45 p.m. Networking break
1:45- 2:45 p.m. Breakout sessions C
2:45- 3 p.m. Networking break
3- 4 p.m. Breakout sessions D
5:30- 6:30 p.m. Excellence in Tennessee Awards Banquet Reception
6:30- 9 p.m. 2012 Excellence in Tennessee Awards Banquet

Session Information

Download the session slides.

Tuesday, Feb. 21, 2012

W1 (Level 1 & 2)
8:00 a.m. – 5:00 p.m.

The Criteria for Performance Excellence, based on the national Baldrige Criteria, provide a framework for defining what is most important for the organization's success, for determining how well current processes are working together to deliver that success, and for identifying areas for improvement that will increase customer, stakeholder, and employee satisfaction. This course is an introduction to the seven categories of best practices used by successful organizations.

W2 (Level 3 & 4)

Bring your organization's most recent state or national application for a day of hands- on activities aimed at helping you improve your next application. Come on your own or with a team to gain new insights into the Criteria for Performance Excellence and how you can leverage your application to obtain actionable feedback and raise your organization's performance to the next level.

W3 (all levels)
8:15 – 11:45 a.m.

Is your company headed in the right direction? How do you know? The morning session of this two-part workshop will teach you how to develop a balanced scorecard. The balanced scorecard helps you measure the progress of your organization in accomplishing its strategic and operational goals. In the afternoon session, you'll go lean. Learn how the relentless pursuit, identification and elimination of waste in all your business processes will improve your bottom line.

Wednesday, Feb. 22, 2012

A-1
"We Grow More Than Corn in Indiana"
Tammy Dye, VP for Clinical Services, Schneck Medical Center *

Learn how 2011 Baldrige Award recipient Schneck Medical Center has had success with identifying and engaging potential candidates for key positions in the small farming community of Seymour, Indiana. Discover tools and processes to align hiring with your culture and 'Grow Your Own' when recruitment is not an option.

A-2
"Customer Communication in the Digital Recommendation Age"
Bob Hutchins, President & Founder, Buzzplant

The information age and the Internet have overwhelmed people to the point that we are now more interested in connecting and making real interactions with peers, family, friends, and people with similar tastes and interests than we are in being "told" what's hot, what's not – and why. Where we used to search the Internet, now we listen to it; constantly seeking the advice, support and unvarnished – often unedited – views of others to help counsel our most basic decision-making processes. This shift has also heavily influenced how people shop, research and find information about various topics. For the first time ever, Facebook now refers more traffic than Google. We are now most interested in what others are saying about the product, service, or place than we are what the source of those products are saying.

How then do businesses communicate, market, and interact in this new communication environment? We will look at this, define it, and explore ways that businesses can make authentic, transparent, and long lasting interactions with their customers in the Recommendation Age."

Operational Excellence is an often overlooked way to create a significant sustainable competitive advantage. How can you tell if you have it? This presentation will describe five observable ways to tell if Operational Excellence is present in your own or others' organizations. A great piece of knowledge you can go out and immediately apply. This session would appeal to all.

Senior leaders frequently hear the phrase "It's not about the Award" when they commit to a Baldrige/TNCPE journey. However, activity moves to writing the application, and the sense of leaders is that "We're applying for an Award!" How do we demonstrate the value of the process beyond an award application?

1. Participants will learn seven "Added Values" of a Baldrige/TNCPE application
2. Participants will learn best practices of organizations that use the Baldrige/TNCPE process as an effective management system.
3. Participants will learn of multiple methods to engage senior leaders and board members in the Baldrige/TNCPE journey

Senior leaders and board members will fully understand the value of the Baldrige/TNCPE performance excellence journey. Others in the organization will be able to fully communicate the value of a Baldrige/TNCPE performance excellence journey to senior leaders to gain commitment to the performance excellence journey.

Successfully adopting a Results-Only Work Environment will position your company to attract and retain talent that will show up energized, disciplined, flexible and focused—ready to deliver all results necessary to drive the business. A R.O.W.E. workforce is more efficient, productive and loyal to the organization while also feeling satisfied, fulfilled, and in control of their personal and professional lives.

A Results Only Work Environment is all about productivity. But more importantly, your workforce will respond to the business as if it were their own. Innovate won't be a buzzword, it will be what you do. With R.O.W.E., you can stop monitoring the hallways and focus your energy on the business.

B-2 "Let's Make a Deal: Hone Your Negotiation Skills"
Susan G. Williams, Professor of Management, Jack C. Massey Graduate School of Business, Belmont University

Leadership success requires agreement and collaboration with other people. Since other stakeholders do not have the same interests, perceptions, and values that you do, negotiation skill is needed, both professionally and personally.

Effective negotiation requires analytic vision and interpersonal understanding. During this workshop attendees will learn how to analyze negotiations at a more sophisticated level. Identify strengths as a negotiator and work on weaknesses. More fundamentally, the workshop will provide a conceptual framework to diagnose problems and promote agreement, both outside and inside your organization.

With healthcare reform soon linking reimbursement to patient satisfaction scores, achieving service excellence is more important than ever. Hear how Baldrige Recipient Poudre Valley Health System improved its patient satisfaction from 40th to 90th percentile nationally. You will also learn strategies that may help your organization as you prepare for Value-Based Purchasing.

The Baldrige criteria can turn an average marketing and sales department into a customer-focused dynamo. Marketing and sales managers develop fact gathering, process thinking, and purpose-based goals with the Criteria and Baldrige-based assessment tools. This presentation includes examples of how Malcolm Baldrige award-winning organizations hone their activities and break down barriers between marketing and sales functions. Marketers, sales managers, and anyone interested or responsible for customers will benefit from this discussion and take away ideas they can put to use in their own organizations.

The senior leaders of these two very different government organizations are using the Baldrige Framework to drive focused improvements, which align plans, workforce efforts, and process performance. They are inspiring and engaging their workforces and achieving significant results. Learn how they have overcome bureaucratic challenges to incrementally embed a culture of excellence to achieve their mission, vision, and core values for Tennessee citizens. By sharing their experience, strategies, and tips, Marva and Patricia provide an “easy way in” to the Baldrige Criteria so any public or private organization can use it as a holistic path to total organizational improvement.

This session will focus on several process management tools Montgomery County Public Schools (Maryland) has used to formalize over 800 key processes. In addition, samples of key processes will be shown.

In 2010, half of MCPS graduates received a college-ready score of 3 or higher on at least one Advanced Placement (AP) exam while in high school. That is nearly twice the state rate and three times the national rate. Parent satisfaction has ranged from 79.7 to 86.7 percent compared to the national comparative average of 54 percent from 2005 - 2010.

MCPS students continue to achieve at high levels on state assessments and are narrowing racial and socioeconomic achievement gaps. For instance, in middle school reading, MCPS has narrowed the achievement gap between its African American and white students by 13 percentage points in the five years form 2006-2010.

In an era of budget constraints, this much is certain: American healthcare must do more with less. As new legislation encourages hospitals to compete on quality, hospitals must find new ways to provide consistently efficient and excellent safe care to every patient—at greatly reduced cost. Fortunately, one approach is showing promise in improving quality and reducing cost: Toyota-based Lean principles of respect, continuous improvement and waste reduction. If Lean is starting to change how hospitals are run, it is also starting to change how they are designed and built.

This session will be taken from the soon to be released book authored by Charles Hagood and Naida Grunden's, Lean-Led Hospital Design: Creating the Efficient Hospital of the Futue. Charles will show convincing ways in which Lean principles can improve the way healthcare facilities are designed. This session will also provide an overview of case studies from across the country and the world, taken from their book, and how thoughtful building design can support and accelerate Lean improvements with a focus on a safer, more efficient, higher quality and safer experience for both patient and caregiver alike.

This session will describe the context, role, and importance of innovation in the current climate using health care and other industries to: 1) define innovation, 2) introduce key behaviors, competencies, and some simple tools to help apply the principles of innovation, and 3) identify a handful of key actions for integrating and using the principles in daily work. This session is for executives, managers, and front-line employees.

While some components of Cloud Computing have been around for over a decade, many small and medium sized business owners are just now starting to investigate the "Cloud" and its capabilities. Some business leaders have rushed to the Cloud to capitalize on increased productivity and lowered IT costs, while others still need additional education to determine if a Cloud solution is right for their business.

"Discovering the Cloud" will clearly define the pros and cons of cloud computing, as well as introduce the three major types of Cloud solutions. If you are a small or medium sized business owner looking for a way to reduce business risk while leveraging technology to meet your business goals, this presentation is a must. There's no reason to be "cloudy" about the Cloud.

It is not a coincidence that Category 1 of the Baldrige Criteria for Performance Excellence is about senior leadership. This session will focus on criteria for senior leadership excellence, characteristics of role model senior leaders, and what you should consider to hone your leadership skills based on 23 years of Baldrige senior leadership experience.

Debbie Cardello not only coaches organizations about creating cultures of excellence- but she also lived the journey as Chief Operating Officer at Robert Wood Johnson University Hospital Hamilton, the fourth hospital ever to be recognized with the prestigious Malcolm Baldrige Quality Award. In this break-out session, Debbie will share tips and tools that can help your organization achieve, sustain, and accelerate exceptional clinical, operational, and financial outcomes. .

This session will examine how adhering to guiding principles in an organization helps to mold both managerial and employee behaviors and shapes culture. Bobby will identify several universal guiding principles that are typically followed by World Class organizations. In addition, he will share practices that John Deere Power Products (JDPP) employs that illustrate some of these principles and how they shape the culture at JDPP. JDPP was awarded the TNCPE Excellence Award in 2002.

* denotes Baldrige National Quality Award Recipient