2009 Award Recipients and Keynote Speakers
Quest for Excellence features best performance management practices from the 2009 Malcolm Baldrige National Quality Award recipients.

Manufacturing Honeywell Federal Manufacturing & Technology Honeywell FM&T is a management and operating contractor specializing in electrical, mechanical, and engineered material components.  With locations in Missouri, New Mexico, and Arkansas, they are one of the nation’s most diverse, low-volume, high reliability production facilities serving government agencies, national labs, universities, and industry.  Select Results and Highlights: • Overall customer satisfaction has been maintained at or above 95%  for the past four years • Product quality and reliability performance levels at 99.9% for traditional customers for the past three years • Increased productivity and deployed innovations of between $23.5 million and $27 million annually for the past three years through the use of the Six Sigma Plus Continuous Improvement Model • Honeywell Hometown Solutions, and other community-based programs, resulted in roughly 15,000 employee volunteer hours a year from 2006 to 2009

Small Business MidwayUSA MidwayUSA is a family-owned, catalog/Internet-based retail merchant that offers hunting, gunsmithing, shooting, and reloading products. Located in Missouri, MidwayUSA has a workforce of 243 and revenues of $185 million. Select Results and Highlights: • Distributes more than 95,000 different products from more than 700 different vendors • Each one of MidwayUSA’s 1,500 documented processes focuses on serving the customer • Overall customer satisfaction rating is 93%. Overall customer retention is at an all-time high of 98% for 2009 • Achieved a sales growth rate near 30% for 2008 compared to 10% for its top competitor. Net income as a percentage of sales grew from 2.5% in 2003 to nearly 10% in 2008. • Annual employee survey score has improved from about 60% favorable in 2002 to 82% in 2008 • MidwayUSA actively supports its five key communities through its financial support (10% of annual profits), and other means such as volunteerism, memberships, fundraising efforts, endowments, and scholarships.

Health Care AtlantiCare A nonprofit health system with seven locations in southeastern New Jersey, AtlantiCare is the largest health care provider in the region and has a workforce of more than 4,872. Select Results and Highlights: • Honors and rankings include: National Top 10% performance ranking by the Centers for Medicare and Medicaid Services for key patient outcomes; ranked seventh out of more than 4,000 hospitals by the Commonwealth Fund for clinical results in care of patients in 2006; two-time Magnet nursing organization; AtlantiCare Cancer Center Institute received Leadership in Energy and Environmental Design (LEED) Gold certification in 2009. • Five-phase “Voice of the Customer” inquiry process is used to understand patient and stakeholder requirements, and identify and innovate health care service offerings resulting in, for example, the creation of an Access Center to meet the need for increased patient access to, and navigation through, the health care system • Survey responses from 2007 to 2009 show customer satisfaction exceeds the Professional Research Consultants 90th percentile national benchmark in several areas and led the market in 2008 in customer preference • Workforce engagement levels around 90th percentile national performance levels, with declining turnover rates for nurses that are substantially lower than the state hospital average • 90% of the free care in the county was provided by AtlantiCare in 2008

Health Care Heartland Health Heartland Health is an integrated, not-for-profit, community-based health care delivery system that serves a 22-county market in four states. Select Results and Highlights: • Achieved 90% ratings in overall outpatient satisfaction between 2006-2009 • Community Health Plan rated above the National Committee for Quality Assurance (NCQA) 90th percentile; ranked in top 15% of hospitals nationally for patient safety (HealthGrades “Best Hospital Scores”); recognized by the Hospital Value Index as “Best in Value” for quality, affordability, efficiency and satisfaction in 2009. • Cost savings resulting from process improvement have increased from around $8 million in 2005 to more than $25 million by 2009 • Engages the community in the Strategic Planning Process in seven public health areas, which has lead to the development of various community support initiatives, like emPowerU- a technology learning center where Heartland Foundation manages extensive programs for youth and healthy communities

Nonprofit VA Cooperative Studies Program Clinical Research Pharmacy Coordinating Center The VA Pharmacy Center is a federal agency that supports clinical trials for current veteran health issues.  Based in New Mexico, the Center manages drugs and devices used in clinical trials worldwide by the VA and other federal agencies. Select Results and Highlights: • Overall customer satisfaction went from 83% "good-excellent" in 2003 to 100% "good-excellent" in 2009.  Customer complaints were consistently below Six Sigma (less than 3.4 complaints per million units shipped) from 2001 to 2009 • 75% of the Center’s customer relationships exceed 10 years, with the majority of extramural funding from repeat business • Workforce engagement ratings are equal to Gallup’s 75th percentile ranking; workforce satisfaction results have exceeded Gallup’s 75th percentile rating each year from 2005-2008 • Recognized as a Federal Executive Board Employer of Choice for 2008 and 2009 and a top 10 ranking on the “New Mexico Best Place to Work for 2009” list • Employs a “Cowboy Ethics-The Code of the West” (©2004 James P. Owen from his book Cowboy Ethics) course to deploy legal and ethical performance throughout the entire organization and workforce, resulting in a rating of 4.8 out of 5 in a 2007 employee survey on ethical behavior

2009 Award Recipient Senior Leaders   Manufacturing Honeywell Federal Manufacturing & Technologies, LLC          Anthony Brancato, III  President         Small Business MidwayUSA Larry Potterfield CEO         Health Care AtlantiCare David Tilton President & CEO         Health Care Heartland Health Mark Laney President & CEO         Nonprofit VA Cooperative Studies Program Clinical Research Pharmacy Coordinating Center Mike Sather Center Director             Keynote Presentation

		Keynote on April 12, 2010 Jerry R. Rose Corporate Vice President Cargill, Inc. The Cargill Journey with Baldrige The challenges, obstacles and rewards of deploying the principles of Baldrige across a large, diverse, global organization.

BNQP Website comments:
baldrige@nist.gov

Date created: 1/11/2010
Last updated: 3/15/2010