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VCQ
NEWS
2005 Fall Quality Conference - September 23,
2005
Achieving Excellence in Customer Service
Sheraton
Hotel & Conference Center
South Burlington, Vermont
Whether
your organization is for-profit or non-profit, no doubt your success rides
on the satisfaction of your customers, patients or students. We are
excited to bring you this year’s Fall Quality Conference focusing on
achieving excellence in customer service. The day will be jam-packed with
valuable tools and tips for providing excellent customer
service.
Providing a national perspective will be Stephen Minogue
from Robert Wood Johnson University Hospital Hamilton (RWJ), a 2004
Malcolm Baldrige National Award Recipient. RWJ has achieved excellent
customer service results by applying the Malcolm Baldrige Criteria in
their organization.
Dr. Mark Blazey, Quantum Performance Group will
present the keynote address in the morning.
We will also provide
you with mini-seminars focusing on strategic planning, effective
communication, and organizational sustainability.
After lunch, join
us in the “Baldrige Café”, where you’ll take part in conversations
focusing on hot topics in the world of the Baldrige Criteria.
For
more information, please visit our website at or
contact us at 802-655-1910 for more details. Great sponsorship
opportunities and group pricing is also available.
2005 Recognition
and Awards Ceremony
Save the Date of March 2, 2006
Wyndham
Hotel
Burlington, Vermont
The Vermont Program for Performance
Excellence celebrates another year in recognizing the individuals and
organizations who have participated in the program at the Interest,
Commitment, Achievement, and Excellence Levels.
The program would
not be possible without the support of the many volunteers who contribute
and share their valuable time, knowledge, and expertise.
We look
forward to the opportunity in recognizing those who have been involved in
the 2005 Vermont Program for Performance Excellence. Watch for more
details!
Thank You Sponsors for
Your Continuous Support
Thank you to Blue Cross & Blue Shield of Vermont/The
Vermont Health Plan and Rutland Regional
Medical Center for your continued support in renewing your
sponsorships with us. This is the third year in a row that they have
sponsored our conferences. We would love to include your organization as a
sponsor. Please contact us at 802-655-1910 for further details.
New Online Assessment Survey
Advancements in technology
keep pushing all of us forward to improve our products and services. We
have recently redesigned our software to offer much more flexibility and
options for all of our customers. In addition to our Baldrige surveys, we
now offer assessment surveys of your choice, i.e.: customized employee and
customer satisfaction surveys. Other examples of improvements include:
- Survey questions are grouped together allowing less time to complete
- Easily customize the language/wording specific for your organization
- Separate the data to create demographic sub-reports
- Provide two or more surveys (Baldrige survey and Satisfaction survey
linked together)
- Compare how you rate with other organizations in your state,
locality, country
For more information on measuring the
performance of your organization using the criteria, see VCQ's
Self-Assessment Survey.
Welcome New Members and Renewing Members:
Gold
Member
Blue Cross and Blue
Shield of Vermont/The Vermont Health Plan
Rutland Regional Medical Center
Vermont Energy Investment
Corporation
Silver Member
Engelberth Construction, Inc.
Northeast Delta Dental
Waitsfield and Champlain Valley
Telecom
Bronze Member
Helen Porter Healthcare and
Rehabilitation Center
VA
Medical and Regional Office Center
Individual
Associate
Beatrice Grause, Vermont Association of Hospitals and
Health Systems
Individual Member
William Ballard,
Administrative and Facilities Services, UVM
Randi Brevik, Gardener's
Supply Co.
Patty Eldred, AFS Auxiliary Services, UVM
Michael Lane,
Instrumentation and Technical Services, UVM
Rick Leete, Community
College of Vermont
Tom Messier, Nathaniel Electronics
Peter
Otten
Patricia Perfetto, Brattleboro Retreat
Frank Sadowski,
Gallagher, Flynn & Co., LLP
Mary Scully, AFS Quality Programs
Coordinator, UVM
Members receive great benefits through the
VCQ program. Call us for more details at 802-655-1910.
Books and CDs Available
Books Available:
Strategic Planning Guide for
Leaders of Small Organizations
By Merryn Rutledge,
Revisions
- Understand the parts of a strategic plan
- Understand the planning process
- Choose what parts of a comprehensive plan match both your
organization's needs and your resources
- Choose a consultant, if you wish to use one, because you will be
able to knowledgably discuss your needs
- Evaluate and update your strategic plan and strategic planning
processes as your organization strives for continuous improvement."
CD's Available:
Copies of presentations from
National Baldrige Award Recipients are available through VCQ on CD. Call
us at 802-655-1910 for details.
VCQ's library is available to any
Member. Come in and see our new selections!
CONGRATULATIONS
Congratulations to Mike Lane
from Instrumentation and Technical Services, UVM. Mike is a member of VCQ
and also a frequent guest speaker at our classes. Mike was just nominated
by the United Way of Chittenden County as a 2005 Hometown Hero.
Congratulations Mike! We’ll be pulling for you!
Congratulations to
Vicky Tebbetts from Vermont Chamber of Commerce. Vicky won a free
class by submitting her business card at our booth during the Business
& Industry Expo!
NATIONAL NEWS
2005 Quest for Excellence
Review
The Baldrige 'Quest for Excellence'
Conference
By Kathy Letendre, Baldrige Facilitator at Rutland
Regional Medical Center (RRMC)
Is your organization pursuing or
considering the pursuit of excellence (or significant improvement)? Is
your organization utilizing or considering utilizing or curious about the
Baldrige Criteria for Performance Excellence as a guiding framework? Are
you looking to learn from and benchmark with world-class organizations? I
highly recommend the Baldrige ‘Quest for Excellence’ conference held each
spring in Washington, DC.
I have had the opportunity to attend
this conference for the past two years and have found it to be an
extremely valuable learning experience. Tom Huebner (CEO) and Bette Meins
(Vice President) from RRMC have also attended the ‘Quest’; they too found
it to be an intensive, invigorating and worthwhile educational experience.
The knowledge, networking contacts, and motivation we have received from
attending the conference have been very useful in Rutland Regional Medical
Center’s “Quest to be the Best” utilizing the Baldrige framework.
At the ‘Quest for Excellence,’ current and past recipients of the
Malcolm Baldrige National Quality Award share their journeys to
performance excellence, their best practices, and their lessons learned.
It is three days packed full of inspiration, ideas, and results – shared
directly (and very freely) by the ‘real people’ that helped on their
organizations’ journeys to excellence. I have learned first-hand from
members of these high-performing organizations about how and why they
utilized the Baldrige criteria to transform their organizations and
achieve exceptional results.
For more information on this and
other conferences, please contact Vermont Council for
Quality at 802-655-1910.
Presentation of 2004 National Baldrige Awards
The
Vice President of the United States will present the Malcolm Baldrige
National Quality Awards on July 20, 2005 at 10:30 a.m. in Washington, D.C.
Four organizations will receive the 2004 Malcolm Baldrige National Quality
Award, the nation’s only Presidential award for quality and organizational
performance excellence.
The 2004 Baldrige Award recipients
are:
The
Bama Companies, Tulsa, Okla. (manufacturing category);
Texas
Nameplate Company, Inc., Dallas, Texas (small business
category);
Kenneth
W. Monfort College of Business, Greeley, Colo. (education category);
and
Robert
Wood Johnson University Hospital Hamilton, Hamilton, N.J. (health care
category).
Baldrige
Regional Conferences
Every year, different State Award
Programs are selected to host the Regional Conferences in conjunction with
the Baldrige National Quality Program. The National Baldrige Award
recipients share their best practices and performance strategies at these
one-day conferences. This year Florida and Minnesota have been selected as
the host site. For more information on attending the conferences, contact
VCQ at 802-655-1910.
September 1, 2005
JW Marriott Grande Lakes,
Orlando, FL
September 28, 2005
Sheraton Bloomington Hotel,
Minneapolis South, Minneapolis, MN
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