Applying the Baldrige Criteria for Performance

Excellence to Talent Management

January 21, 2009

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Bronson Healthcare shared an an example of how their strategic objective cascade brought their commitment to customer satisfaction to become a daily experience. Driven by their vision to be a national leader in healthcare quality, they committed to make improvements in overall patient satisfaction. The next level in their cascaded goals was “to increase patient satisfaction with food service.” At the team level, their food service staff signed up to improve customer satisfaction. This opportunity came alive at the front line in the organization where food service leaders and staff shared the common goal of reducing dissatisfaction as soon as possible. The organization’s talent management process included a quarterly incentive gainsharing bonus for achieving and maintaining progress towards the goal. In this way, every day Bronson Healthcare’s food service staff brings their commitment to customer service to life.

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