Performance Excellence Special Interest Group  

Performance Excellence Special Interest Group

 The ASQ-509 Performance Excellence SIG Proudly Presents

 

Getting it right: �Customer Focus� as defined by the Baldrige Model

 

Kirk Holmes

Thursday, March 13, 2014

Washington DC Metro Headquarters

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Program Summary:  

Please join us as our community continues its deep dives into the realm of the Baldrige Award�s high performance model. Last year, we held a series of meetings focused on Strategic Planning. Starting with Thursday�s meeting, we will turn to the topic of Customer Focus. This topic is one of the seven main Categories that are used to judge and evaluate applicants for the Malcolm Baldrige Award and is essential to success in any industry, sector, or organizational mission. In Thursday�s session, we will start with an overview of the Baldrige model�s definition of focusing on customers. At the end of this initial session, attendees will have a basic understanding of the key elements that were so highly rated for organizations such as the Ritz Carlton, Montgomery County Public Schools, and other previous Baldrige Award winners.   

 

As mentioned, this session will kick off a multiple meeting deep dive into customer focus.   In subsequent months, we will bring in speakers for even deeper dives into their particular case study or to provide detailed �how to� advice, tools, templates, and examples. Starting on March 13, 2014 and continuing over these next several months, we hope to help quality professionals as well as any other attendee understand how the most excellent organizations ensure they can understand, communicate with, and ultimately satisfy their customers and users. The lessons learned can help anyone positively impact the organization and be more effective in whatever they are trying to accomplish. 

 

Speaker Biography: 

The meeting will be led by Kirk Holmes, ASQ Performance Excellence SIG Chair. Other contributors to the discussion about the Baldrige model will come from our other SIG leaders who are experienced Baldrige Examiners with great expertise in the model. Mr. Holmes is the President of Holmes and Associates, Inc.  He has over 30 years of experience in best practice implementation and quality improvement as a hands on operational and technical manager, General Manager, and management consultant. He has been serving as a Senior Examiner with the Malcolm Baldrige Performance Excellence Award Program, appointed by the National Institutes of Standards and Technology and has also served as an Examiner for the Maryland Performance Excellence Award Program.  He first began using the Baldrige model 20 years ago when working as a technical manager at IBM and chairman of an internal IBM Quality Council. Mr. Holmes holds a BS in Electrical Engineering from MIT and an MBA from Stanford.  He is well versed in quality, operational management, software development, technology management, and design thinking processes.  

           

                    Escort & Networking:  6:00 p.m.                       

Meeting Kick-off:  6:30 p.m.

Adjourn:   8:00 p.m.

This event is free of charge. Participants are invited to pre-register at the ASQ Section 509 website, Performance Excellence SIG Meeting - 13 March 2014 and attend the networking portion of the meeting, which includes free pizza and soft drinks. Participants are encouraged to RSVP early as there is limited seating.