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Performance Excellence Special Interest Group  

WMATA (Metro Headquarters)
600 5th St. NW
Room 505
Washington D.C.  20001


May 8, 2014    6:00 pm - 8:00 pm (GMT -5:00) EST

Performance Excellence Special Interest Group

 The ASQ-509 Performance Excellence SIG Proudly Presents


Topic: "Customer Focus: The Story of Coral Springs, 2007 Baldrige Award Winner"


Speaker: Christine Heflin

Director of Performance Excellence of the US Department of Commerce

Thursday, May 8, 2014

Washington DC Metro Headquarters

Registration - Performance Excellence SIG Meeting


Program Summary:  

Please join us for an exciting evening with Chris Heflin, a major contributor to the City of Coral Springs (FL) being awarded the Baldrige Award in 2007, the first municipal government to receive the award. We will continue to focus on Category 3 CUSTOMER FOCUS and hear from Chris how the city involved its stakeholders on the quality journey. This evening will be informal and designed for you, as the customer of the session, to ask questions and engage in discussions of challenges, successes and pitfalls.

Speaker Bio:

Chris Heflin is the Director of Performance Excellence of the US Department of Commerce. The program operates through a multi-bureau Performance Excellence Council, which is charged with deploying best practices in evidence based management and a process improvement culture in the Department of Commerce. The FY 14/18 strategic planning process, led by the DOC executive team, has integrated the Excellence Program into the Secretary�s corporate approach to managing for results. From 1994 until 2008 Chris was the Organizational Development Coordinator for the City of Coral Springs and was a major contributor when in 2007 Coral Springs became the first municipal government to receive the Baldrige Award.

Chris has served as an Examiner in the Baldrige and the Florida Sterling programs. She has consulted with NATO on development of their system of Balanced Scorecards and served as the Director of Budget and Research of Pima County, Arizona. She was a Consultant/Trainer for the Florida Institute of Government, and has served on the Board of the League of Women Voters in two Florida counties. Chris received a B.A. in Political Science from Western Maryland College and a Master�s in Public Administration from the University of Maryland. 

See the NIST Malcolm Baldrige National Quality Award summary for Coral Springs at this link: 



                    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 Registration - Performance Excellence SIG Meeting, 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.