Performance Excellence Special Interest Group Meeting  

Performance Excellence Special Interest Group

Washington, D.C. and Maryland Metro � ASQ Section 509

"Using the Baldrige Framework at the Veterans Affairs National Cemetery Adminstration"

 Presented by
Eric Malloy, Program Director
Robert W. Carey, Performance Excellence Program

Thursday, March 8, 2012
Washington DC Metro Headquarters at Gallery Place

Program Summary: At Veterans Affairs� National Cemetery Administration (NCA) performance excellence is achieved through a systematic approach to management, operational standards and measures, customer focus, and an innovative workforce.  The Baldrige Systems Management framework serves as a basis for customer focus and balanced measures resulting in sustained high levels of customer service, customer satisfaction, and operational excellence.  The American Customer Satisfaction Index (ACSI) contains data from approximately 225 companies and 130 federal agencies enabling an objective assessment of customer service comparisons among public and private organizations.  NCA participates in ACSI once every three years (2001, 2004, 2007, and 2010) and has received the highest score each time.  In 2010, NCA received an index score of 94 exceeding next highest public sector score of 88 and highest private sector score of 89.   In 2011, NCA was recognized for: high ACSI scores with an award for Continued and Sustained High levels of Service; and organizational excellence with a plaque for Progress in Performance Excellence from the Virginia Senate Productivity and Quality Award (SPQA) program. 

Speaker Biography: Eric Malloy, Policy and Planning Service, National Cemetery Administration.  Eric has more than 20 years experience working in various areas of quality, including process analysis, systems design, measures development, and Baldrige Performance Excellence criteria.  He: received his BS degree from Clarkson University, a MBA from George Mason University; holds seven ASQ certifications; served as an alumni level examiner on the National Baldrige Board of Examiners; and a judge for the Maryland Performance Excellence Awards program and Virginia SPQA program.

Escort & Networking:  6:00 p.m. 
Meeting Kick-off:  6:30 p.m.
Adjourn:   8:00 p.m.

The event is free of charge. Participants are invited to pre-register at the ASQ Section 509 website: Performance Excellence SIG Meeting Reg - March 8th and attend the networking portion of the meeting, which includes free pizza and soft drinks.