7:30 a.m.—8:30 a.m. / Registration & Continental Breakfast / Foyer
7:30 a.m.—8:15 a.m. / Pre-Conference Session / Room 315
Introduction to the WSQA and Baldrige
Jim Kastama is a Washington State Democratic Senator representing the 25TH Legislative District and is an examiner for the Washington State Quality Awards.
This session provides a brief overview of the Baldrige Criteria, preparing attendees to get the most of their Symposium day.
8:30 a.m.—11:00 a.m. / Keynotes / Ballrooms A & B
8:30 a.m.—8:40 a.m.
Welcome and Introductions
Sam Senn, President and Board Chair of WSQA
8:40 a.m.—9:40 a.m.
The Checklist of Leadership Principles
2009 Baldrige National Quality Award Recipient—
Small Business
Larry Potterfield, Founder and CEO of MidwayUSA
Leadership is not Category 1 of the Baldrige criteria by accident, but to emphasize the importance of leaders in the pursuit of performance excellence as a way of life. The CEO of MidwayUSA, a 2009 Baldrige Award Recipient, will share his thoughts on understanding leadership from the Baldrige perspective for continuous improvement and sustainability within any organization.
9:40 a.m.—10:00 a.m.
Break
10:00 a.m.—11:00 a.m.
Igniting a Passion for Learning
2008 Baldrige National Quality Award Recipient—Education
Amy Rhyne, EdS., Iredell-Statesville Schools
1:00 a.m.—Noon / Breakout Sessions (concurrent)
Breakout #1 / Voice of the Customer—The Good, The Bad, The Ugly
Christine Frishholz and Peter Gurney, The Cicerone Group
To create a truly customer-focused organization, managers and employees need an effective system for reaching out to customers, assessing their satisfaction, and listening to their concerns, complaints and compliments. An effective program doesn’t have to be expensive or complicated, but it does need to collect valid, actionable information that can be used to make good management decisions, to coach and motivate employees, and to measure the organization’s progress. Using case studies and real-life examples, the facilitators will demonstrate how VOC can be used effectively, and where it can go wrong. / Room 315
Breakout #2 / WSQA in Healthcare
2008 National Baldrige Recipient Poudre Valley Health System—Healthcare
Steve Durbin, WSQA Board Member, and Sonja Wulff, Poudre Valley Health System / Room 316
Breakout #3 / Creating a Culture of Improvement
2008 & 2009 Baldrige National Quality Award Recipient—Education
Amy Rhyne, EdS., Iredell-Statesville Schools / Room 317
Noon—1:00 / Lunch / Ballrooms A & B
Table Topic Discussion & Introduction of WSQA Board, Judges, and Examiners
Jennifer Sprecher, WSQA Executive Director
1:00 p.m.-2:45 p.m. / Governor’s Office & Keynote / Ballrooms A & B
1:00 p.m.—1:45 p.m.
WSQA Award Announcement
Barb Burgener, the Governor’s Office
1:45 p.m.—2:00 p.m.
Break
2:00 p.m.—3:00 p.m.
Path to Excellence: AtlantiCare’s Approach
2009 Baldrige National Quality Award Recipient—Healthcare
Joan Brennan, DNP, RN, VP of Quality & Performance
Learn about one Baldrige winning organization’s approach to adopting the Baldrige framework for performance excellence. This session will highlight lessons learned and results obtained from this journey. Best practices identified from the Baldrige process will be highlighted including the Voice of the Customer, listening and learning to our customers and community, creating a strategy map, mobilizing and engaging the workforce.
3:00 p.m.—4:00 p.m. / Breakout Sessions (concurrent)
Breakout #4 / Strategic Planning
2009 Baldrige National Quality Award Recipient—
Small Business
Larry Potterfield, Founder and CEO, MidwayUSA
To truly power an organization to the next level, a systematic approach to strategic planning is critical. In this session, the CEO of MidwayUSA, a 2009 Baldrige Award Recipient, shares his organization’s best practice approach to strategic planning. Attendees will walk away with real tools to implement in any organization! / Room 315
Breakout #5 / QuickResults—Get It Done In A Day
Carol Knight-Wallace, MBA, PMP, CSSBB
KnightVision Consulting
Do you have issues that don't require extensive data gathering or sophisticated root cause analysis, but still require a disciplined, but quick approach to finding solutions? If so, QuickResults may be the perfect tool. This approach ensures that in one day issues are analyzed, causes are identified, recommendations are created, action plans are developed, and manager approval is obtained. In addition, all recommendations are implemented in 60 days or less. Join us for this fast paced, entertaining simulation of a problem solving tool that has saved Fortune 100 companies millions of dollars. / Room 316
Breakout #6 / AtlantiCare’s Journey to Excellence
2009 Baldrige National Quality Award Recipient—Healthcare
Joan Brennan, DNP, RN, VP of Quality & Performance
This session will provide one organization’s approach to implementing Baldrige criteria starting at the state level, progressing to the national level and being named a 2009 Baldrige recipient. Learn about Atlanticare’s approach to application writing, use of feedback reports and lessons learned from this journey. / Room 317
4:00 p.m.—4:30 p.m. / Thank you!
Please turn in your evaluation & name badge to receive a parking pass. / Foyer
Corporate Sponsors
http://reneewing.com / http://www.hope-link.org / VG Strategies, LLC
http://www.vgstrategies.org
http://www.greenpnt.com / http://www.drieaz.com / http://www.providence.org