If It Ain’t Broke,
Break It!
Matt Fleming
President, MidwayUSA
My Purpose
• Successfully embrace and implement:
Key Take-Aways
1. Baldrige CAN’T be delegated
2. Employees MUST be engaged
3. Baldrige is a lifestyle
About MidwayUSA
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Family-owned, established 1977
Catalog and internet sporting goods retailer
150,000 square feet of office and warehouse
100,000 products
800 Vendors
5,000 packages/day
350 Employees
Our Results
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Goals = Stakeholder satisfaction
Customer satisfaction = 93%
Employee satisfaction = 82%
Vendor satisfaction = 94%
Average sales growth = 26% (2004 – 2010)
Average profit growth = 54% (2004 – 2010)
Missouri Quality Award in 2008
Baldrige Award in 2009 (first attempt)
Productivity increased
Baldrige = Success
Baldrige = Success
Why Baldrige?
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Baldrige is Hard work
Better results
Sustainability
Achieve our vision
Vision
To be the best-run business in America
for the benefit of our Customers by
systematically practicing modern
leadership and management principles
It Starts at the Top
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Our CEO is the Baldrige “champion”
Senior Leaders are Baldrige criteria experts
Senior Leaders are Baldrige category experts
Unwavering commitment of all Senior Leaders
We implemented Baldrige from the top-down
Our CEO is the primary driver of Baldrige
The Challenge
“We will apply for and win the MQA award in
2008 and the Baldrige award in 2009.”
-Larry Potterfield (2006)
The Approach
• Receiving the Baldrige National Quality Award is
a Shareholder Key Requirement
• Adopted Baldrige Glossary of Key Terms
• Regular Monthly Baldrige Category Meetings
• Baldrige-aligned Strategic Planning Process
We Were Voluntold…
The Examiner Process
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Employees as Examiners helps deploy Baldrige
All Senior Leaders are trained Examiners
All key Employees are trained Examiners
Systematic process for Examiner selection
Choose key Employees as Examiners
“The Tipping Point” (2007)
Trained Examiner Measure
Reward & Recognition
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We celebrate Examiner participation
We fully support Examiner participation
We formally recognize Examiner participation
Profit Sharing rewards Examiner participation
Leadership Development
• Examiner participation helps develop Leaders
• Recognized by Leadership Excellence magazine
as a top-ten government/leadership program
• Examiner participation is part of our Leadership
Development Program and considered training
• Part of Personal Development Plans
• On every Career Map
• Employees rotate on and off as Examiners
Team Building
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Baldrige breaks down silos
Everyone aligns around common goals
Less compartmentalization
Self-assessment teams
Self-Assessment Measure
Take-Aways
• Commit to Baldrige Lock, Stock & Barrel
1. Baldrige MUST be led from the top
2. Every Employee SHOULD be involved in
Baldrige
3. YOU HAVE TO make Baldrige a part of your
Culture