The Journey to Excellence: Delight Customers and Get Acquainted with Baldrige

Posted by Amy Fitzgerald on Aug 28, 2014 10:40:05 AM

ILPEx EventsThe journey to process improvement can be a long and winding road. But learning how to meet the needs of customers and strategically act can help to push your organization in the right direction. This is why IMEC would like to share upcoming events from Illinois Performance Excellence (ILPEx) that will advance your approach to process improvement.

Join ILPEx on September 12th for ‘Customer Delight’ and on September 25th for ‘Get Acquainted with Baldrige’. Details below.

Customer Delight

Date: Friday, September 12, 2014

Time: 8:30 am - 4:00 pm

Location: Naperville

Price: $300

Event Details

This workshop focuses on Category 3, Customer Focus, of the Baldrige Criteria, with interactive exercises to help you better understand: how you relate to your customers, how well you and your team listen to your customers, and techniques that will help your team increase your connection, engagement, and customer volume.  This workshop will provide a complete immersion into Customer-focused Baldrige Criteria Items 3.1 and 3.2, as well as 7.2, allowing more time to delve into specific examples, tools, and techniques used at each phase of the customer-centric continuum.

Get Acquainted with Baldrige

Date: Thursday, September 25, 2014

Time: 8:30 am - 12:00 pm

Location: 1450 W. Diehl Road, Naperville, IL

Price: $150

Event Details

Participate in a workshop with Pattie Skriba, VP for learning from Advocate Good Samaritan Hospital, a 2010 Baldrige Award recipient.  Pattie has led this workshop for the Baldrige Program and in now leading the instruction with Illinois Performance Excellence.

"Get Acquainted" with the basics of the Baldrige Criteria for Performance Excellence, what it is and what it is not, why the framework has been successfully used by other organizations.

Understand the basics of the Baldrige Criteria:

  • Overview of the Baldrige Criteria Categories 1-7
  • Learn the four factors used to evaluate process: approach, deployment, learning, and integration (ADLI)
  • Learn the four factors used to evaluate results: levels, trends, comparisons and integration (LeTCI)

Learn how to utilize one of the three options to move your organization to the next level:

  • "Are We Making Progress?" survey
  • Begin an Organizational Profile
  • Begin Assessing your organization against the Criteria

This workshop is highly recommended for organizations that want to learn how the Criteria can help them get started with a continuous improvement framework.

ILPEx Cancellation Policy

Illinois Performance Excellence cannot guarantee that all the workshops listed in the online or printed schedules will be available when you register and ILPEx reserves the right to cancel if there is insufficient enrollment. If your workshop is canceled, you may select another workshop or receive a full refund.

Customized workshops for your organization are also available.  For questions or pricing, contact Darcy Davidsmeyer at 630-637-1595 ext. 1

Amy Fitzgerald

Written by Amy Fitzgerald

Topics: ILPEx, ILPEx recognition program

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