Baldrige Criteria and Sustained Organizational Transformation

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Overview / Abstract:

Implement world class results with the Baldridge framework overview, transformational change and recognize why the Baldridge criteria is preferred. Dr. Hertz will present a structured approach to performance improvement, common language for facilitating communication and share best practices including a framework for a systems view of performance management.

Create outstanding customer experiences by building and integrating business culture, systems and technologies. Dr. Timmerman will discuss the behavioral economics framework and key success factors in ensuring employee engagement.

At the conclusion of the activity, attendees will be able to:
Introduce the Baldrige Criteria for Performance Excellence framework as a holistic, systematic approach to organizational performance management
Discuss the achievement of transformational change and its importance to organizational success in a changing environment
Demonstrate the positive impact organizations have achieved through use of Baldrige and how you can get started on the Baldrige journey
Discuss the latest scientific research in behavioral economics
Recognize hidden barriers in transforming the organizational culture
Define the key success factors for ensuring employees personify the brand promise


Mar 15, 2018


Clinical Laboratory CE, Counselor CE, EMS / EMT / Paramedic CE, Informatics / Coding / Billing CE, Nurse Practitioner , Nursing CNE, Physician CME, Physician Assistant CME, Psychology CE, Social Work CE





Credits / Hours



ACCME, AOA, Florida Board of Nursing

Presenters / Authors / Faculty

Harry S. Hertz, PhD, FAAAS, HFACHE
Dr. Harry Hertz is recently retired from the National Institute of Standards and Technology where he served as the Director of the Baldrige Performance Excellence Program since 1995. He has been the primary architect of the Baldrige Criteria for Performance Excellence for over 15 years, including the addition of health care, education, and nonprofits. Dr. Hertz is a Fellow of the American Association for the Advancement of Science and an Honorary Fellow of the American College of Healthcare Executives. He currently serves on the Advisory Group for VHA’s Center for Applied Healthcare Studies.

John Timmerman, PhD
Dr. John Timmerman is Gallup’s Senior Strategist in Customer Experience and Innovation, and is an expert in creating outstanding customer experiences by building and integrating business cultures, systems, and technologies. A recognized thought leader in the science of service, John has presented hundreds of lectures and consulted on designing customer-centric organizations across a diverse range of industries. John previously held positions as the Quality Advisor for The Cleveland Clinic Foundation, Chairman of the American Society for Quality, and is a former senior examiner for the Malcolm Baldrige National Quality Award. John also served in the U.S. Marine Corps as a 2nd Force Reconnaissance Marine.

Sponsors / Supporters / Grant Providers


Keywords / Search Terms

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