Webinars 

Getting Acquainted with Baldrige

Patty Skriba,  Vice President–Business Excellence (Retired) for past Baldrige recipient Advocate Good Samaritan Hospital, Illinois

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Overview: This webinar is designed to introduce participants to the Baldrige Criteria. It is the perfect jumping off point to start your Baldrige Journey. You will learn the history and structure of the Baldrige Program, the benefits of self assessment and feedback, the structure of the Criteria, and how to focus improvement and communication efforts.

The objectives of the webinar are threefold. First, to demystify Baldrige and help participants understand that the framework is practical and intended to help organizations get better. Second, is to provide a few bite size ways for organizations to get started. And lastly, is to energize a bigger "Why" for Baldrige, a why that is less about the award and more about embracing a journey of performance excellence.

Becoming a Superhero to our Customers and Community

Polly Walker, Manager, Office of Performance and Innovation

City of Henderson, Nevada

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Overview: Monstrous customer service is an evil our customers need to be rescued from! This webinar will provide practical tips on how to combat this enemy with a robust and effective customer service strategy. You will gain knowledge on how to identify and implement an effective approach (aligned with the Baldrige Criteria) for identifying, measuring, and improving customer service at your organization.
 

To register for the webinar, visit: 

https://attendee.gotowebinar.com/register/3750048660638192397

Communities of Excellence--Delivering on our Commitment to Communities

Stephanie Norling, Executive Director, Communities of Excellence2026

San Diego, CA

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Overview: Beginning in October 2016, leaders across the country have joined the Communities of Excellence (COE) National Learning Collaborative with the goal of using the Baldrige-based COE Framework to support their communities in identifying and measuring key initiatives to address community health and wellbeing. Stephanie Norling will give a progress update on these communities and their performance excellence journeys and will describe how these experiences have led to an ambitious new strategy.

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To register for the webinar, visit:  

https://attendee.gotowebinar.com/register/3262891342254385931

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Integrating Voice of the Customer Approaches in a Large Health System

Ashlie Fritz, System Volunteer Coordinator and Patient Experience Specialist with ProMedica

Overview: This presentation will share some best practices ProMedica implemented to create a culture of patient experience among workforce, how it measures the customers’ voice and creates alignment throughout the organization, and the resultant patient experience improvements it has experienced. 

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To register for the webinar, visit:  

https://attendee.gotowebinar.com/register/2156158122107224331

Cartooning in Quality

Craig Plain, Process Improvement Program Mgr, Koniag Government Services

Madison, WI

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Overview: Charts, process maps, and other graphics are useful in Quality. But have you ever used a cartoon? Cartoons increase team engagement, simplifies explanations, and provides a unique marketing opportunity for promoting process improvement. Attend this session and learn more.

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To register for the webinar, visit:  Coming soon!

Coming Soon

Presenter Coming Soon

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Overview: coming soon!

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To register for the webinar, visit:  Coming soon!

2023-2024 Baldrige Performance Excellence Framework Update

Dawn Bailey, Baldrige Performance Excellence Program

Gaithersburg, MD

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Overview: coming soon!

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To register for the webinar, visit:  Coming soon!