How does MidwayUSA sustain Results
with Baldrige?
Larry Potterfield
Founder and CEO
How does MidwayUSA sustain
Results with Baldrige?
• America needs Baldrige.com
How does MidwayUSA sustain
Results with Baldrige?
• Ten of the most-Important Topics to
achieve/maintain Baldrige-Level Results
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–
–
–
–
–
–
–
Vision
Values
Culture Statement
Organizational Governance
Employee Satisfaction
Operational Goals
Long-term Goals
Strategic Planning
ISO 9000
Microsoft Outlook
Vision
• “To be the best-run, most-respected
business in America for the benefit
of our Customers.”
Values
• Values are the non-negotiable family principles
that guide us.
Honesty
Respect for others
Accountability
Integrity
Teamwork
Stewardship
Humility
Positive attitude
Loyalty
• We choose Employees who share our Values
Culture Statement
• Culture helps define who we are – how we treat each
other, how we serve our Stakeholders, and how we
run the business.
Culture Statement
Culture Statement
• Culture helps define who we are – how we treat
each other, how we serve our Stakeholders,
and how we run the business.
• We choose Employees who align with our
Culture
Organizational Governance
• Governance refers to the management and
controls within our organization that help ensure
the protection of stakeholder interests.
Organizational Governance
Employee Satisfaction
• Our #2 Operational Goal
– Semi-annual surveys, tailored to Employee Key
Requirements
– Focus Groups led by Company President
– Focus Groups focus on process or policy change
recommendations to improve satisfaction on lowestscoring items.
– Benchmark against other Baldrige recipients
Employee Satisfaction Results
Operational Goals/Results
Goal
/ Actual
• Customer Satisfaction –
93% / 93%
• Employee Satisfaction –
86% / 88%
• Vendor Satisfaction –
92% / 92.3%
• Shareholder Satisfaction – 100% / 96.2%
Long-Term Goals
Strategic Planning
• The Heart and Soul of Continuous Improvement
International Organization for
Standardization
ISO 9000
International Organization for
Standardization
• ISO 9001 certified in 2008
• ISO 9001 re-certified in 2011
Microsoft Outlook
• One of the Wonders of the Modern World
• One week of SLT Planning Calendar
April 28 - May 2, 2014
Monday
28
Tuesday
29
am
Marketing Focus Meeting
am
Board of Director's Meeting
10a m
11a m
12pm
pm
1
pm
2
3pm
4pm
pm
5
SLT Weekly Meeting
Weekly Stategic Planning Meeting
Thursday
31
Weekly Meeting - CS
Weekly Meeting - Marketing
8
9
Wednesday
30
Friday
32
Reminder: Departments Begin Drafing SP
State of the Business
Leadership Development Mentoring
Leadership Development Mentoring
Weekly Meeting - FS
Leadership Development Mentoring
Weekly Meeting - HR
Leadership Development Mentoring
Weekly Meeting - IS
Leadership Development Mentoring
Leadership and Weekly Meeting
Leadership Development Mentoring
Management Q&A Weekly Meeting
How does MidwayUSA sustain
Results with Baldrige?
• Ten of the Most-Important Topics to
achieve/maintain Baldrige-Level Results
–
–
–
–
–
–
–
–
–
–
Vision
Values
Culture Statement
Organizational Governance
Employee Satisfaction
Organizational Goals
Long-term Goals
Strategic Planning
ISO 9001
Microsoft Outlook
How does MidwayUSA sustain Results
with Baldrige?
Larry Potterfield
Founder and CEO