Notes from Quest 2017

TNCPE Leaders network and gain knowledge at annual Baldrige event


Top l-r: Katie Rawls (TNCPE), Michael Dockery (FedEx), and Heather Schoch (TNCPE). Right: Sonja Wulff (past TNCPE judge) and Katie Rawls. Bottom, l-r: Jo-Ann Sternke (Superintendent, Pewaukee School District), Liz Menzer (Studer Education) and Brian Lassiter (Performance Excellence Network).


Washington D.C.  CEO Katie Rawls and Award Program Manager Heather Schoch represented the Tennessee Center for Performance Excellence at the Quest for Excellence Conference in Baltimore April 2-5. 

Hosted by NIST, this annual conference showcases best practices of Baldrige Award recipients. TNCPE leaders attend to network within the Baldrige community and scout out potential speakers for our own Excellence in Tennessee Conference (February 20-21, 2018).

The following are a few highlights and observations, supplied by Katie Rawls. 

Matrimonial Index 

At Baldrige winner Momentum Group, a small textile distributor in Irvine, California, the customer service representatives assess the strength of their relationship with each customer using a matrimonial index. The index ranges from "acquaintance," to "dating," to "friends," to "engaged to be married." At the beginning of each relationship, reps assign new customers with a rating based on potential. Ultimately, the goal is to move high potential customers to "marriage."

Idaho nursing facility achieves "peak" performance


Kindred Nursing and Rehabilitation Center – Mountain Valley, a skilled nursing facility, has achieved a five-star quality rating—the highest possible—from the Centers for Medicare and Medicaid Services for the past seven years. Less than 1 percent of 15,600 skilled nursing facilities nationwide achieved the five-star rating over that period of time.

Another fun fact: the facility is located in Kellogg, Idaho, which is the site of the 1997 Pierce Brognan disaster thriller "Dantes Peak."

Read profiles of all four 2016 Baldrige Winners

Don Chalmer's Ford Rio Rancho, NM (small business)

Kindred Nursing and Rehabilitation Center – Mountain Valley Kellogg, Idaho (health care)

Memorial Hermann Sugar Land Hospital Sugar Land, Texas (health care)

Momentum Group Irvine, Calif. (small business)


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