BTES goes in-depth on Best Practices


Blogrige, the official blog of the Baldrige Performance Excellence Program, went in depth with Bristol Tennessee Essential Services, 2017 Baldrige National Quality Award Winner and two-time TNCPE Excellence Award Winner, to explore their role model leadership practices.

Bristol Tennessee Essential Services (BTES) is a municipally-owned electric utility in the northeast corner of Tennessee serving more than 33,000 electric customers and 17,000 Internet, telephone, and cable TV customers. Established in 1945, BTES has grown and changed with the shifts in technology and consumer needs, including key improvements, like the switch to a fiber optic communication system.

“No matter how good [we] are this time, next time that is the [customer’s] expectation. ... Every time we have to be better than we were yesterday, and every tomorrow we have to be better [than we are today].”  - R. Michael Browder, BTES CEO

Among BTES’s best practices are:

  • Clear and compelling mission and vision, defined not by management, but by all employees
  • Continuous Improvement Team that meets every Monday morning to focus improvement efforts where they will have the greatest impact
  • “Storytelling” technique used to train employees, promote ethical behavior, and build a positive worforce culture
  • CAP DO [Check, Act, Plan, Do] decision-making process

BTES is featured in Blogrige’s 5-part series on the 2017 Baldrige Award recipients’ leadership presentations at the 30th Anniversary Quest for Excellence® Conference (April 8–11, 2018). So if you couldn’t make it to Quest, you can still learn from the best practices of these award-winning organizations.

To read more about BTES’s successful journey to world-class performance excellence, read the Blogrige article here. Be sure to check out the rest of the Blogrige series!

And read more in-depth on their Best Practice problem-solving here, or delve into the key themes of the 2018 Quest for Excellence Conference here.

TNCPE is a 501(c)3 nonprofit organization.

2525 Perimeter Place Drive, Suite 122. Nashville, TN 37214-3773. (615) 889-8323.