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Vermont Council for Quality
2007 Annual Recognition and
Award Ceremony
Sunset Ballroom - Comfort Suites
1712 Shelburne Road, South Burlington, VT
Wednesday, May 14, 2008
2:00-8:00 p.m.
BEST PRACTICE SPOTLIGHT
Five leadership teams will share their quality improvement best practices that have helped them to become more effective and efficient organizations. A question and answer session will follow.
- Blue Cross Blue Shield of Vermont
- UVM - Administrative & Facilities Servies
- VA Medical Center
- Veridian Homes
- Vocational Rehabilitation
Blue Cross Blue Shield of Vermont
Presenter: Don George, Senior VP & COO of The Vermont Health Plan
Creating a Sustainable Organization through Continuous Improvement
Through the development of a culture of continuous quality improvement, using the tools of performance excellence to track, measure and constantly improve all functions and processes, Blue Cross and Blue Shield of Vermont has created a sustainable organization that is committed to serving its Vermont customers and members with the highest quality health coverage in the industry. In this session, members of the leadership team will share how they use a multi-dimensional leadership model and systematic process to assess, improve, and sustain organizational performance.
UVM - Administrative and Facilities Services
Presenters: William Ballard, Associate Vice President
Patty Eldred, Director of Auxiliary Services
UVM's New Approach to Quality Service
In 2005, Bill Ballard proposed to UVM President Fogel a vision for an innovative initiative that would focus on new ways of meeting the requirements of criteria #3 (Customer and Market Knowledge) through exceeding student expectations, delighting them with service, building loyalty and would result in national recognition within higher education for these efforts.
Soon thereafter, a team of fourteen enthusiastic colleagues from administrative, auxiliary, enrollment management, and student service units began a journey that took them first to Walt Disney World in Florida for classroom and experiential learning followed by two years of dedicated teamwork.
This program will briefly review that experience and discuss the UVM Service Cycle Model including the service theme and various delivery systems and how it relates to Criteria #3: Customer and Market Knowledge.
VA Medical Center White River Junction Vermont
Presenter: Gary De Gasta, Director Emeritus
System Improvement and Accountability
Best processes and lessons learned by the White River Junction VA Medical Center over the past dozen years about balancing improvement with accountability, including incentive structures, what worked well, what did not work well and what they might have done differently.
Veridian Homes
Presenter: Denis Leonard
Methods of Self Assessment and their Role in the Implementation of Performance Excellence
The range of self assessment options provided by the Malcolm Baldrige National Quality Program creates a unique opportunity to evaluate your organization, establish a gap analysis, drive improvement and launch your implementation of the Performance Excellence Criteria. Self assessment may be conducted using a simple assessment table, Baldrige Express or indepth workshop based formats. Each of these methods can be used together or individually based on your organizational size and needs. They establish a roll out plan to introduce the concepts of the Performance Excellence Criteria, promote leadership and become inherent to strategic planning and become an ongoing evaluation on the journey to excellence. Each of these methods and their application in an award winning company will be presented.
Vocational Rehabilitation
Presenters: Lori Yarrow and John Howe
Continuous Improvement in a Government Human Service Agency
For the past 15 years VocRehab Vermont has used a variety of organizational development strategies, mostly borrowed and adapted from the business sector, to improve customer service which have lead to dramatic improvements in outcomes. This presentation will review the evolution of development activities at VocRehab Vermont and the types of structures in place to promote continuous improvement.
Click here to register online
Download the 2007 Annual Recognition and Award Ceremony Registration Form (pdf)
Directions to the Sunset Ballroom - Comfort Suites, 1712 Shelburne Road, South Burlington, VT
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