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The Relevance of the Criteria for Performance Excellence to Manufacturing's Current Crisis

This presentation will contrast the current crisis in manufacturing with that of 1980 when the program, "If Japan Can..." aired. It will demonstrate how the continual evolution of the Criteria for Performance Excellence ensures its relevance to the current crisis in manufacturing. Finally, it will show how a systems perspective provides a more powerful and sustainable approach to organizational success.

Findings from recent studies on current challenges facing the manufacturing sector will be presented. These include:

            •The growing shortage of skilled workers
            •The increasing need for collaboration across complex organizations to achieve growth opportunities
            •The impact of a disengaged workforce
            •The trend of high turnover among CEOs
            •The continuing pressure for a short-term focus among publicly traded companies
            •The need to reestablish trust in CEOs by employees and shareholders
            •The emphasis on end-to-end quality management systems as outsourcing increases
            •The strain on profitability posed by increasing health care and energy costs
            •The importance of customer loyalty and retention

Relevant best practices and lessons learned from Baldrige Award Recipients will be shared.

Presenter:

Dr. Harry Hertz
Harry is responsible for the Baldrige National Quality Program. Prior to becoming Program Director in 1996, he served as the Program’s Deputy Director from 1992-1996. Dr. Hertz has been with the National Institute of Standards and Technology since 1973, originally as a research chemist, and then in a series of management positions including Director of the Chemical Science and Technology Laboratory. He has made presentations to a wide variety of audiences on the Malcolm Baldrige National Quality Award, its criteria for measuring performance excellence, and on health care and education quality improvement.

He has a keen interest in change management and the evolving definition of quality. The Baldrige Program challenge is to translate relevant observations into performance management criteria. Harry says that is one of his hobbies!

Kay Kendall
Ms. Kendall has spent more than 15 years as a quality executive leading large-scale change initiatives across diverse industries – aerospace, semiconductor automation equipment, computers and storage devices, and pharmaceuticals. She has extensive experience using the Baldrige Criteria, Six Sigma, Lean Manufacturing, Balanced Scorecards, Hoshin Kanri, and benchmarking to deliver results.

Ms. Kendall is currently serving her third year on the Panel of Judges for the Malcolm Baldrige National Quality Program after serving as an Examiner and Senior Examiner for the Program for six years. She is currently on the Advisory Board for the MassExcellence Program and served as a Judge for the California Award for Performance Excellence in 2001 and 2002.

Ms. Kendall is a Senior Member in ASQ and an ASQ Certified Quality Manager. She has served as an editor on the ASQ Quality Press Review Board since 2002.

Ms. Kendall holds a Bachelor of Science degree from Purdue University with a major in microbiology and an MBA from the University of Arizona Eller School of Business

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