Agenda

Sessions range from hands-on workshops to best practice demonstrations — all from experts in a variety of business sectors. Expand your network, find solutions, and put the pieces into place for success!

 

Wednesday, February 27, 2019

Pre-Conference Workshops

8:30-11:45AM

W1 | Application Writing: Using Your Application to Identify Solutions that Drive Excellence (Morning Session)

Sonja Wulff, President, Sonja Wulff Consulting

Bring your organization’s most recent state or national Baldrige-based award application for a day of hands-on, solutions-focused activities aimed at helping you improve your application and your organization. Come on your own or with a team to gain new insights into your organization and the Criteria for Performance Excellence. Learn how you can leverage your application to obtain actionable feedback, drive improvement, and take your organization’s performance to the next level.

Please note, this is the first half of a full-day Workshop.

 

8:30-11:45AM

W2 | Leading Change with Kay Kendall (Morning Session)

Kay Kendall, CEO & Principal, BaldrigeCoach

Leading transformational change can be difficult, and many organizations struggle because transformational change requires a different approach than those associated with continuous improvement.  In this workshop, you’ll learn to use a diagnostic approach to address important questions such as “How prepared are we for this change that we are launching?” or “Do we have a chance to recover if our implementation doesn’t go well?”. Go in depth with the Seven Pillars of Change and gain tools that will help your organization address gaps in transformational change deployments.

Please note, this is a half-day workshop and is taken in conjunction with "Execution as a Process".

 

8:30-11:45AM

W3 | Spectacular Customer Service (Morning Session)

David McClaskey, President, & David Jones, Vice President, Pal's Business Excellence Institute, TNCPE Excellence Award Winner

Learn how extraordinary organizations create life-long customers through spectacular customer service.

What can you give your customers that makes them want to come back more often, brag to others about how great your organization is, and incur no additional ongoing costs? The answer: spectacular customer service.

Based on the benchmark practices of Pal’s Sudden Service, this hands-on workshop will provide eight proven keys to consistently delivering spectacular customer service, including the three main steps that give organizations an edge over their competition… every time!

Please note, this is the first half of a full-day Workshop.

 

1:30-4:30PM

W1 | Application Writing: Using Your Application to Identify Solutions that Drive Excellence (Afternoon Session)

Sonja Wulff, President, Sonja Wulff Consulting

Bring your organization’s most recent state or national Baldrige-based award application for a day of hands-on, solutions-focused activities aimed at helping you improve your application and your organization. Come on your own or with a team to gain new insights into your organization and the Criteria for Performance Excellence. Learn how you can leverage your application to obtain actionable feedback, drive improvement, and take your organization’s performance to the next level.

Please note, this is the second half of a full-day Workshop.

 

1:30-4:30PM

W2 | Execution as a Process - The Keys to Unlocking Execution with Kent Vaughn (Afternoon Session)

Kent Vaughn, Co-Founder & Managing Director, Blaze Performance Solutions

Execution is more than creating an action plan and sending emails, and it’s a challenge for many organizations. In this session participants will learn the essential keys and actions for helping individuals, leaders, and teams consistently execute and achieve the most important strategies and goals of their organization. The Execution in Your Pocket tool will be introduced to participants - this tool reinforces the skills and ensures application and implementation of the key Activities and Behaviors (for achieving goals) 365 days a year. This workshop is ideal for an organization to attend as a team, and the approach ensures the keys are not just learned, but immediately and consistently put to use.

Please note, this is a half-day workshop and is taken in conjunction with "Leading Change".

 

1:30-4:30PM

W3 | Spectacular Customer Service (Afternoon Session)

David McClaskey, President, & David Jones, Vice President, Pal's Business Excellence Institute, TNCPE Excellence Award Winner

Learn how extraordinary organizations create life-long customers through spectacular customer service.

What can you give your customers that makes them want to come back more often, brag to others about how great your organization is, and incur no additional ongoing costs? The answer: spectacular customer service.

Based on the benchmark practices of Pal’s Sudden Service, this hands-on workshop will provide eight proven keys to consistently delivering spectacular customer service, including the three main steps that give organizations an edge over their competition… every time!

Please note, this is the second half of a full-day Workshop.

 

Thursday, February 28, 2019

Breakout Sessions

8:15-9:15AM

Opening Keynote | Tri County Tech

Confessions from a Baldrige winner. Learn Tri County Tech’s simple ingredients to transform your organization into a remarkable business with an unceasing drive for radical innovation, thoughtful leadership, and unwavering commitment to continuous improvement. It’s not a sprint and there’s no such thing as luck.

9:30-10:30AM

A1 | "Stellar Solutions" for Workforce Engagement & Retention

Michael Noel, Director, National Programs, Stellar Solutions, 2017 Baldrige National Quality Award Recipient

Stellar Solutions believes their workforce is their greatest resource – learn how they keep their workforce engaged by helping them work toward their dream jobs and empowering them to identify and solve their customers’ most critical needs. You'll gain insight into how this Baldrige winner attracts, retains and empowers their workforce along with a peek at their unique corporate culture.

 

9:30-10:30AM

A2 | How to Use Your Mission Statement & Key Customer Requirements to Focus Everyone

David McClaskey, President, & David Jones, Vice President, Pal's Business Excellence Institute, TNCPE Excellence Award Winner

One of the essential keys to having a sustainably great organization is to get everyone in the organization to understand and be guided by the Mission Statement and Key Customer Requirements. There are very few organizations that effectively do this. This session will provide a simple step-by-step process to linking everyone in your organization to the Mission Statement through the Key Customer Requirements.

 

9:30-10:30AM

A3 | The Keys to Unlocking Execution

Kent Vaughn, Co-Founder & Managing Director, Blaze Performance Solutions

In this session we will teach participants the essential keys and actions for helping individuals, leaders, and teams consistently execute and achieve the most important strategies and goals of their organization. 

Learning Objectives: 

  • Participants will identify the barriers to consistent execution of their goals. 
  • Participants will learn the keys to improving execution at all levels of their organization.

 

9:30-10:30AM

A4 | Building Your Elevator Speech

Tom Tull, Vice President & Chief Experience Officer, Ballad Health, TNCPE Excellence Award Winner

Did you know that you can deliver an impressive elevator speech about your organization using the Framework for Excellence? Join this session to learn how, and to get some practice!

 

10:45-11:45AM

B1 | Framework for Driving Performance Excellence

Rebecca Hunter, Former Commissioner, Tennessee Department of Human Resources

Organizations have never needed effective leaders and processes more than they do now. Get back to basics and explore proven principles of organizational leadership and systems thinking. Discover a plan for aligning your business needs, goals, and culture to a framework focused on results.

Learning objectives:

  1. Learn a comprehensive performance excellence framework using a case study of success.
  2. Identify challenges and organizational needs based on the seven categories within the performance excellence framework.
  3. Create a roadmap to implementation.

 

10:45-11:45AM

B2 | BTES Best Practice Sharing: You Can’t Spell Best Without BTES

Leslie Blevins, Public Relations & Communications Manager, Bristol Tennessee Essential Services, 2017 Baldrige National Quality Award Recipient, TNCPE Excellence Award Winner

Hear from two-time TNCPE Excellence Award recipient and 2017 Malcolm Baldrige Award recipient on the organization's continuous improvement journey for over 30 years. Learn from their best practices as identified in their 2017 Malcolm Baldrige National Quality Award application.

 

10:45-11:45AM

B3 | Vision is the Spark - Culture is the Flame

Lindel Fields, Superintendent & CEO, Tri County Tech, 2018 Baldrige National Quality Award Recipient

Learn how you can turn your workforce into a high-performing, grace-filled culture of excellence with world-class results through easy-to-implement takeaways.

Learning Objectives:

  • Simple habits can create a high-trust culture in your business resulting in sustainable, real growth.
  • A focus on employee culture and engagement aligns with continuous improvement to create an environment for success.

 

10:45-11:45AM

B4 | Scorecards: Making Them Meaningful at All Levels of Your Organization

Heather Schoch, Independent Consultant

Did you know that not all scorecards work for all purposes? This session will help you determine which types of measures belong on an Executive Scorecard versus those that are useful on a daily operations chart for managers. We will look at different Scorecard formats, techniques for tracking and trending data, and discuss how frequently different types of data should be reviewed.

 

10:45-11:45AM

B5 | Critical Infrastructure Protection - Industrial Control Systems Cybersecurity

Kim Lowe, Cyber Systems Engineer, Stellar Solutions, 2017 Baldrige National Quality Award Recipient

Spend an hour with a cybersecurity expert and learn about the history, vulnerabilities, and possible solutions associated with cybersecurity and how this national role model approaches critical infrastructure protection.

1:45-2:45PM

C1 | CAT 5: Optimizing Workforce Engagement to Improve Retention & Reduce Turnover

Hugh Brown, CEO, Georgetown Hospital/St. David's Healthcare, 2014 Baldrige National Quality Award Recipient

The key to success in recruiting and retaining high performing employees and growing your business is to create a workplace culture where people feel valued and want to do their part to fulfill your mission. In this breakout session, you will learn very specific, actionable steps that leaders in any industry can use to:

  • Learn from and reduce turnover by performing a formal “Root Cause Analysis” when people leave
  • Engage new employees with an onboarding process that creates strong, immediate connections
  • Find out what is really important to your staff by using five evidence-based “Rounding for Outcomes” questions
  • Intentionally engage and re-recruit your high performers
  • Identify your low performers and create an environment that encourages them to change

 

1:45-2:45PM

C2 | Griffin Mechanical: Our Journey to Excellence

Chris Gray, Owner, Griffin Mechanical LLC, 2018 TNCPE Excellence Award Winner

Spend an hour with the owner of Griffin Mechanical and hear the story of how the Baldrige Framework for Excellence was used to structure this company from the ground up.

 

1:45-2:45PM

C3 | Speed Learning: Measurement, Analysis, & Knowledge Management Best Practices

Rob Adams, Senior Director Operational Excellence, Ballad Health, TNCPE Excellence Award Winner

Based on the concept of speed dating, in this session participants will be introduced to several best practices for Measurement, Analysis, and Improvement as well as Information and Knowledge Management.

 

1:45-2:45PM

C4 | Caterpillar Financial’s Customer Loyalty Journey: A Focus on Measurements

Jill Krummel, Caterpillar Financial, 2003 Baldrige National Quality Award Recipient, TNCPE Excellence Award Winner

In this session you will hear how Caterpillar Financial designed a measurement approach for customer loyalty that resulted in a single measure representing both the customer process and customer emotion.

3:00-4:00PM

D1 | Innovation Across Borders

Erez Tsalik, Vice President, Systematic Inventive Thinking

We all talk about innovation, but how exactly does innovation relate to process excellence? Is it simply a matter of new or more technology? Is it all about inspiration or automation? Can we think differently in such a way that our ideas will have a larger impact for less cost?

This 45-minute learning session will focus on overcoming constraints on innovative thinking and will enable participants to experience some of SIT's tools and principles in real-time as they are introduced. This practice will provide hands-on experience which will help you realize the barriers of and opportunities in your own domain. Content for this session includes: 

  • Myths and approaches to innovation 
  • The basic principles of SIT: How it is different from what you know and do today
  • Overcoming Cognitive Fixedness 
  • Brief exercises with thinking tools

 

3:00-4:00PM

D2 | Baldrige Update

Bob Fangmeyer, Director, Baldrige Performance Excellence Program

Join the Director of the Baldrige Performance Excellence Program to hear first hand about changes to the framework/criteria, the award process redesign pilot, and recent progress around Communities of Excellence program.

 

3:00-4:00PM

D3 | Speed Learning: Customer Focus Best Practices

Rob Adams, Senior Director Operational Excellence, Ballad Health, Excellence Award Winner

Based on the concept of speed dating, in this session participants will be introduced to several best practices for Customer Expectations and Customer Engagement.

 

3:00-4:00PM

D4 | Cybersecurity as an Enabler of Customer Loyalty

Travis Portis, Caterpillar Financial, 2003 Baldrige National Quality Award Recipient, TNCPE Excellence Award Winner

Have you wondered why "those IT people" keep bugging you about cybersecurity instead of just taking care of it? What does cybersecurity have to do with customer loyalty? Did you think those terms were an oxymoron? Join Caterpillar Financial's CISO to get answers to these questions and pick up some pointers to bring your customers closer using a focused cybersecurity strategy.

 

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