The Quest for Excellence® XX

The Official Conference of the Malcolm Baldrige National Quality Award

Conference Agenda

April 22-25, 2008

Hilton Washington • Washington, DC

*Featuring the 2007 Award Recipients of the Malcolm Baldrige National
Quality Award*

PRO-TEC Coating Company

Mercy Health System

Sharp HealthCare

City of Coral Springs

U.S. Army Armament Research, Development and Engineering Center (ARDEC)

*And Recent Award Recipients*

Bronson Methodist Hospital

Cargill Kitchen Solutions (formerly Sunny Fresh Foods)

Caterpillar Financial Services Corporation (U.S.)

Community Consolidated School District 15*\
*DynMcDermott Petroleum Operations

Jenks Public Schools

Kenneth W. Monfort College of Business

MEDRAD, Inc.

MESA Products, Inc.

North Mississippi Medical Center (NMMC)

Premier Inc.

Richland College

The Ritz-Carlton Hotel Co., LLC

Robert Wood Johnson University Hospital Hamilton (RWJ)

University of Wisconsin-Stout

SSM Health Care

Wednesday, April 23, 2008

6:45 am **Registration Opens** Convention Registration

7:00 am **Continental Breakfast, Networking** Exhibit Hall

> **Exhibits Open**

8:00 am **Conference Convenes** International Ballroom

**Welcome and Opening Remarks**

Harry S. Hertz Director, Baldrige National Quality Program

National Institute of Standards and Technology

James M. Turner Deputy Director

National Institute of Standards and Technology

**Video featuring the 2007 Baldrige Award Recipients**

8:30 am **Leadership Plenary** International Ballroom

> *The top executive from each of the 2007 Award recipients will
> describe their organization, as well as his role in guiding the
> organization, and how the organization addresses its responsibilities
> to the public.*
>
> Moderator: Ron Atkinson, Chair, American Society for Quality
>
> W. Paul Worstell President, PRO-TEC Coating Company
>
> Javon R. Bea President & CEO, Mercy Health System
>
> Michael Murphy President & CEO, Sharp HealthCare
>
> Michael S. Levinson City Manager, City of Coral Springs
>
> Joseph A. Lannon Director, ARDEC

10:00 am **Refreshment Break and Exhibits Open** Exhibit Hall

10:30 am **Senior Leadership Panel Discussion** International Ballroom

> *Leaders respond to questions submitted by the audience concerning the
> Organizational Profile/Leadership.*
>
> Moderator: Jeff Lucas Deputy Director, Baldrige National Quality
> Program
>
> W. Paul Worstell President, PRO-TEC Coating Company
>
> Javon R. Bea President & CEO, Mercy Health System
>
> Michael Murphy President & CEO, Sharp HealthCare
>
> Michael S. Levinson City Manager, City of Coral Springs
>
> Joseph A. Lannon Director, ARDEC

11:00 am **Keynote** International Ballroom

> Moderator*:* Megan Smith, Sr. Director of Finance, American Society
> for Training and
>
> Development
>
> Kent Adams President, Caterpillar Financial Services Corporation
> (U.S.)

11:25 pm **Lunch and Exhibits Open** Exhibit Hall

12:30--3:15 **Concurrent Sessions**

> Attendees select the sessions of their choice in order to track an
> Award recipient, track Baldrige Category, or mix and match. Sessions
> include a presentation related to the Baldrige Criteria as noted
> below. Organizational Results are addressed along with the appropriate
> Criteria Category describing the approaches and deployment. Question
> and answer time follows the presentations.
>
> Recent Award recipients Bronson Methodist Hospital; Cargill Kitchen
> Solutions; Community
>
> Consolidated School District 15; Jenks Public Schools; MEDRAD, Inc.;
> MESA Products, Inc.;
>
> North Mississippi Medical Center; Premier Inc.; Richland College; RWJ
> Hospital; and University
>
> of Wisconsin-Stout will also each present on other topics.
>
> Concurrent sessions will be held in the International Ballroom (Center
> and East) as well as in the Crystal Ballroom Suites (Georgetown,
> Jefferson, Lincoln, and Monroe). Room assignments are designated on
> the Conference-At-A-Glance Schedule.
>
> *NOTE: The Category sessions are repeated Thursday, allowing attendees
> to track more than one recipient or Category.*
>
> **Strategic Planning**
>
> Award recipients describe how the organization develops strategic
> objectives and action plans. Also examined is how the chosen strategic
> objectives and action plans are deployed and changed if circumstances
> require, and how progress is measured.
>
> **Customer & Market Focus/Focus on Patients, Other Customers, and
> Markets**
>
> Business Award recipients address how the organization determines
> requirements, needs, expectations, and preferences of customers and
> markets and how the organization builds relationships with customers
> and determines the key factors that lead to customer acquisition,
> satisfaction, loyalty, and retention, and to business expansion and
> sustainability.
>
> Health Care Award recipients address how the organization determines
> requirements, needs, expectations, and preferences of patients, other
> customers, and markets and how the organization builds relationships
> with patients and other customers and determines the key factors that
> lead to their acquisition, satisfaction, loyalty, and retention and to
> health care service expansion and sustainability.
>
> **Measurement, Analysis, and Knowledge Management**

Award recipients discuss how the organization selects, gathers,
analyzes, manages, and improves its data, information, and knowledge
assets. Also examined is how the organization reviews and uses reviews
to improve its performance.

> **Workforce Focus**
>
> Award recipients describe how the organization engages, manages, and
> develops its workforce to utilize its full potential in alignment with
> the organization's overall mission, strategy, and action plans. The
> organization's ability to assess workforce capability and capacity
> needs and to build a workforce environment conducive to high
> performance will be described.
>
> **Process Management**

Award recipients address how the organization determines its core
competencies and work systems as well as how it designs, manages, and
improves its key processes for implementing those work systems to
deliver value to customers/patients and other customers and achieve
organizational success and sustainability. The organization's readiness
for emergencies may also be addressed.

12:30 pm **Concurrent Session 1** International Ballroom/Crystal

> Ballroom
>
> **PRO-TEC Coating Co. Strategic Planning**
>
> Brent Rosebrook Vice President, Finance and Administration
>
> **Mercy Health System Focus on Patients, Other Customers, and
> Markets**

Barb Bortner Vice President of Marketing and Public Relations

> **Sharp HealthCare Measurement, Analysis, and Knowledge Management**
>
> Jason Broad Six Sigma Black Belt

ARDEC Workforce Focus

Joseph King Chief, Human Capital Office

Mary Manser Director, Financial Management Center

City of Coral Springs Process Management

Chris Heflin Organizational Development Coordinator

> Susan Grant Director of Human Resources

UW-Stout How Education Can Partner with Business

> Julie Furst-Bowe Provost and Vice Chancellor for Academic and Student
> Affairs

1:15 pm **Travel Break**

*Participants travel to Concurrent Session 2*

1:30 pm **Concurrent Session 2** International Ballroom/Crystal

Ballroom

PRO-TEC Process Management

Jeff Stechschulte Operations Manager

Mercy Health System Measurement, Analysis, and Knowledge Management

Joe Nemeth Vice President Finance and CFO

Kathy Harris Vice President of Human Resources and Organizational
Development

> **Sharp HealthCare Workforce Focus**
>
> Diane Delaney Vice President, Human Resources
>
> Caroline DeRita Workforce Planning Human Resources

ARDEC Customer and Market Focus

Joe Brescia Chief, Business Interface Office

COL Karl S. Flynn Director, Armament System Integration Center

City of Coral Springs Strategic Planning

> Bob Goehrig Budget and Strategic Planning Manager
>
> Ellen Liston Deputy City Manager

School District 15 High Expectations for All Learners

Mary Zarr Assistant Superintendent for Curriculum and Instruction

> Cheryl Wolfel Director of Second Language Services

2:15 pm **Travel Break**

*Participants travel to Concurrent Session 3*

2:30 pm **Concurrent Session 3** International Ballroom/Crystal

Ballroom

PRO-TEC Measurement, Analysis, and Knowledge Management

Al Hueve Information Systems and Business Planning Manager

Mercy Health System Workforce Focus

> Kathy Harris Vice President of Human Resources and Organizational
> Development
>
> Mamoon Syed Director, Education and Organizational Development
>
> **Sharp HealthCare Strategic Planning**

Alison Fleury SVP Business Development

Marcia Hall CEO, Sharp Coronado Hospital

ARDEC Strategic Planning

Kevin Hayes Associate Senior Technical Executive, Armament Systems
Integration Center

Dr. Joseph A. Lannon Director ARDEC

City of Coral Springs Customer and Market Focus

Pat Mirabello Training Coordinator

Larry Staneart Director of Development Services

Jenks Public Schools Using Baldrige to Empower School Communities

> Tracy Bayles Director of Professional Development

# Shan Glandon Director of Curriculum and Instruction 

> Lisa Muller Assistant Superintendent, Curriculum and School
> Improvement

3:15 pm **Refreshment Break and Exhibits Open** Exhibit Hall

4:15 pm **2007 Award Ceremony** International Ballroom/Crystal

Ballroom

> *The Award ceremony, led by the Secretary of Commerce, will recognize
> and feature the*
>
> *senior leaders of the 2007 Baldrige Award recipients. All Quest for
> Excellence attendees are welcome to join these organizations, members
> of the Baldrige Community, and other invited guests at this special
> event.*

5:15 pm **Ceremony End**

6:30 pm **Reception in Honor of the 2007 Award Recipients**
International Terrace

Terrace Level

> *The reception honors the 2007 Award recipients and provides
> additional networking opportunities. Hors d'oeurves suitable as dinner
> will be served along with a cash bar.*

Thursday, April 24, 2008

7:00 am **Registration Opens** Convention Registration

**Continental Breakfast, Networking** Exhibit Hall

> **Exhibits Open**

8:00 am **Concurrent Session 4** International Ballroom/Crystal

Ballroom

PRO-TEC Coating Co. Workforce Focus

Shannon Shartell Human Resources Manager

Mercy Health System Process Management

> Ruth Yarbrough Vice President
>
> **Sharp HealthCare Process Management**
>
> Nancy Pratt SVP Clinical Effectiveness

ARDEC Process Management

> COL Russell J.Hrdy Deputy, ARDEC
>
> Daniel Crowley Competency Manager, Process Improvement and
>
> Management Group

City of Coral Springs Measurement, Analysis, and Knowledge Management

Bryan Sastokas Director of Information Services

> Chelsea Stahl Chelsea Stahl, Senior Performance Measurement Analyst

Premier Inc. Our People Make Us

> Kelli Price Vice President Organizational Engagement and
>
> Performance Excellence

8:45 am **Travel Break**

> *Participants travel to Concurrent Session 5*

9:00 am Concurrent Session 5 International Ballroom/Crystal

Ballroom

PRO-TEC Coating Co. Customer and Market Focus

> Dale Crumrine Processed Products Manager

Nori Nakajima Executive Vice President

Mercy Health System Strategic Planning

> Dan Colby Vice President of System Planning
>
> **Sharp HealthCare Focus on Patients, Other Customers, and Markets**
>
> Todd Miller SVP Marketing
>
> Sonia Rhodes Vice President, The Sharp Experience & The Sharp
> University
>
> **ARDEC Measurement, Analysis, and Knowledge Management** Donelle
> Denery Chief, Strategic Management Office
>
> Glen Berg Chief, Project Integration Office
>
> **City of Coral Springs Workforce Focus**
>
> Susan Grant Director of Human Resources
>
> Korey Meckes Human Resources Coordinator

**MESA Products, Inc. Using Baldrige to Manage Business Growth**

Terry F. May, President

9:45 am **Refreshment Break and Exhibits Open** Exhibit Hall

10:15 am **Concurrent Session 6** International Ballroom/Crystal

Ballroom

PRO-TEC Coating Co. Strategic Planning

Brent Rosebrook Vice President, Finance and Administration

Mercy Health System Focus on Patients, Other Customers, and Markets Barb
Bortner Vice President of Marketing and Public Relations

> **Sharp HealthCare Measurement, Analysis, and Knowledge Management**
>
> Jason Broad Six Sigma Black Belt

ARDEC Workforce Focus

Joseph King Chief, Human Capital Office

Mary Manser Director, Financial Management Center

City of Coral Springs Process Management

> Chris Heflin Organizational Development Coordinator
>
> Susan Grant Director of Human Resources

MEDRAD, Inc. Globalization and the Scorecard

Steve Burgess Performance Excellence Consultant

11:00 am **Travel Break**

> *Participants travel to Concurrent Session 7*

11:15 am **Concurrent Session 7** International Ballroom/Crystal

Ballroom

PRO-TEC Coating Co. Customer and Market Focus

Dale Crumrine Processed Products Manager

Nori Nakajima Executive Vice President Mercy Health System Measurement,
Analysis, and Knowledge Management

Joe Nemeth Vice President Finance and CFO

Kathy Harris Vice President of Human Resources and Organizational
Development

> **Sharp HealthCare Workforce Focus**
>
> Diane Delaney Vice President, Human Resources
>
> Caroline DeRita Workforce Planning Human Resources

ARDEC Process Management

> COL Russell J.Hrdy Deputy, ARDEC
>
> Daniel Crowley Competency Manager, Process Improvement and
>
> Management Group

City of Coral Springs Strategic Planning

> Bob Goehrig Budget and Strategic Planning Manager
>
> Ellen Liston Deputy City Manager

North Mississippi System Alignment: Clinical and Economic Impact of

Medical Center Coordinated Regional Health Care

> Jan Englert System Quality Consultant --NMHS

12:00 pm **Lunch and Exhibits Open** Exhibit Hall

1:00 pm **Concurrent Session 8** International Ballroom/Crystal

Ballroom

PRO-TEC Coating Co. Measurement, Analysis, and Knowledge Management

Al Hueve Information Systems and Business Planning Manager Mercy Health
System Workforce Focus

Kathy Harris Vice President of Human Resources and Organizational
Development

> Mamoon Syed Director, Education and Organizational Development
>
> **Sharp HealthCare Process Management**
>
> Nancy Pratt SVP Clinical Effectiveness

ARDEC Strategic Planning

Kevin Hayes Associate Senior Technical Executive, Armament Systems
Integration Center

Dr. Joseph A. Lannon Director

City of Coral Springs Customer and Market Focus

Pat Mirabello Training Coordinator

Larry Staneart Director of Development Services

> **RWJ Hospital How IT Can Embody the Baldrige Criteria**
>
> Mike Maksymow Director, Information Services & Telecommunications

1:45 pm **Travel Break**

*Participants travel to Concurrent Session 9*

2:00 pm Concurrent Session 9 International Ballroom/Crystal

Ballroom

PRO-TEC Coating Co. Workforce Focus

Shannon Shartell Human Resources Manager

Mercy Health System Process Management

> Ruth Yarbrough Vice President
>
> **Sharp HealthCare Strategic Planning**

Alison Fleury SVP Business Development

> Marcia Hall CEO, Sharp Coronado Hospital

ARDEC Customer and Market Focus

Joe Brescia Chief, Business Interface Office

COL Karl S. Flynn Director, Armament System Integration Center

City of Coral Springs Measurement, Analysis, and Knowledge Management

Bryan Sastokas Director of Information Services

> Chelsea Stahl Senior Performance Measurement Analyst

2:00-3:45 pm Special Double-Session on Applying for the Baldrige Award

Bronson Methodist Hospital

Michele Serbenski Executive Director, Corporate Effectiveness & Customer
Satisfaction

> **Cargill Kitchen Solutions**
>
> Theresa Wagner Continuous Improvement Facilitator
>
> **Richland College**
>
> Kay Eggleston Vice President of Institutional Effectiveness & Economic
> Development

2:45 pm **Travel Break**

*Participants travel to Concurrent Session 10*

3:00 pm **Concurrent Session 10** International Ballroom/Crystal

Ballroom

PRO-TEC Coating Co. Process Management

Jeff Stechschulte Operations Manager

Mercy Health System Strategic Planning

> Dan Colby Vice President of System Planning
>
> **Sharp HealthCare Focus on Patients, Other Customers, and Markets**
> Todd Miller SVP Marketing
>
> Sonia Rhodes Vice President, The Sharp Experience & The Sharp
> University

ARDEC Measurement, Analysis, and Knowledge Management

> Donelle Denery Chief, Strategic Management Office
>
> Glen Berg Chief, Project Integration Center

City of Coral Springs Workforce Focus

> Susan Grant Director of Human Resources
>
> Korey Meckes Human Resources Coordinator

3:45 pm **Refreshment Break and Exhibits Open** Exhibit Hall

4:15 pm **Question and Answer Town Halls**

> Current and past Baldrige Award recipient organizations will have
> representative(s) available at town hall sessions to provide responses
> to questions from the audience. Attendees select the session of their
> choice. Sessions are organized by Award category/sector. Town Hall
> sessions will be held in the International Ballroom and the Crystal
> Ballroom Suites.
>
> **Business International Ballroom East**

Cargill Kitchen Solutions

Theresa Wagner Continuous Improvement Facilitator, Cargill Kitchen
Solutions

MEDRAD, Inc.

> Steve Burgess Performance Excellence Consultant
>
> **MESA Products, Inc.**
>
> Terry May President

Premier Inc.

> Kelli Price Vice President Organizational Engagement and Performance
> Excellence
>
> **PRO-TEC Coating, Co.**

W. Paul Worstell President

> Eric Franks Technology and Quality Assurance Manager

Education Jefferson

Jenks Public Schools

Lisa Muller Assistant Superintendent, Curriculum and School Improvement

> **Richland College**
>
> Kay Eggleston Vice President for Institutional Effectiveness &
> Economic
>
> Development
>
> **School District 15**
>
> Mary Zarr Assistant Superintendent for Curriculum and Instruction

Health Care International Ballroom Center

Bronson Methodist Hospital

Michele Serbenski Executive Director, Corporate Effectiveness & Customer

> Satisfaction

Mercy Health System

> Javon R. Bea President and CEO
>
> Kathy Harris Vice President of Human Resources and Organizational
>
> Development

North Mississippi Medical Center

> Jan Englert System Quality Consultant -NMHS

RWJ Hospital

Mike Maksymow Director, Information Services & Telecommunications

Sharp HealthCare

> Michael Murphy President & CEO
>
> Nancy Pratt SVP Clinical Effectiveness

Nonprofit Georgetown

ARDEC

> COL Russell J.Hrdy Deputy, ARDEC
>
> Glen Berg, Chief Project Integration Center

City Coral Springs

Susan Grant Director of Human Resources

Ellen Liston Deputy City Manager

5:00 pm **Adjourn**

Friday, April 25, 2008

7:00 am **Registration** Convention Registration

**Continental Breakfast, Networking** Exhibit Hall

> **Exhibits Open**

8:00 am **Journey to Excellence** International Ballroom

> *Leaders from the 2007 Award recipients describe the organization's
> journey to performance excellence* *and* *describe the lessons they
> learned using the Baldrige Criteria.*

Moderator: Julie Nielsen, Sr. Director, Human Resources & Organizational
Learning,

> American Society for Training and Development
>
> Donelle Denery Chief, Strategic Management Office, ARDEC
>
> Michael S. Levinson City Manager, City of Coral Springs
>
> Michael Murphy President & CEO, Sharp HealthCare
>
> Kathy Harris Vice President Human Resources and Organizational
> Development, Mercy Health System
>
> Eric E. Franks Technology and Quality Assurance Manager,
>
> PRO-TEC Coating Company

9:25 am **Refreshment Break and Exhibits Open** Exhibit Hall

9:55 am **Sustaining the Gains and Going to the Next Level**
International Ballroom

> *Leaders from the several previous Award recipients describe how their
> organization has sustained performance excellence* *and* *plan to
> continue improving their performance.*
>
> Moderator*:* John Latham, Director, Monfort Institute and Monfort
> Executive Professor of Management, Monfort College of Business

Bob McGough President, DynMcDermott Petroleum Operations

> Paula Friedman Corporate Vice President, Strategy & Systems
> Improvement,
>
> SSM Health Care
>
> Sue Stephenson Vice President, Community Footprints, The Ritz-Carlton
>
> Hotel Company, LLC

10:30 am **Stretch Break** International Ballroom

10:45 am **Senior Leader Panel Discussion** International Ballroom

> *Leaders respond to questions submitted by the audience concerning
> Journey to Excellence and Going to the Next Level.*
>
> Moderator: Jeff Lucas Deputy Director, Baldrige National Quality
> Program
>
> Donelle Denery Chief, Strategic Management Office, ARDEC
>
> Michael S. Levinson City Manager, City of Coral Springs
>
> Michael Murphy President & CEO, Sharp HealthCare
>
> Kathy Harris Vice President Human Resources and Organizational
> Development, Mercy Health System
>
> Eric E. Franks Technology & Quality Assurance Manager, PRO-TEC Coating
> Company
>
> Bob McGough President & CEO, DynMcDermott Petroleum Operations
>
> Paula Friedman Corporate Vice President, Strategy & Systems
> Improvement,
>
> SSM Health Care
>
> Sue Stephenson Vice President, Community Footprints, The Ritz-Carlton
> Hotel
>
> Company, LLC

11:45 am **Conference Themes and New Directions** International Ballroom

> Moderator: Jeff Lucas Deputy Director, Baldrige National Quality
> Program
>
> Curt Reimann Former Director, Baldrige National Quality Program
>
> National Institute of Standards and Technology
>
> Harry S. Hertz Director, Baldrige National Quality Program
>
> National Institute of Standards and Technology

12:00 pm Adjourn Conference