Table of Contents

Acknowledgments

Foreword

Chapter 1 An Introduction to Baldrige
Chapter 2 Why Employee Engagement Matters
Chapter 3 Organizational Culture and How It Impacts Employee Engagement
Chapter 4 Drivers of Employee Engagement
Chapter 5 Using Data to Drive Engagement
Chapter 6 When You’re Already a Pretty Good Organization
Chapter 7 Maintaining Momentum When Facing a Downturn
Chapter 8 The Challenges of Being a Very Large Organization
Chapter 9 The Challenges of Being a Very Small Organization
Chapter 10 Getting All of the Senior Leaders On Board
Chapter 11 Confronting a Culture of Entitlement
Chapter 12 Employee Engagement and the Bottom Line
Chapter 13 Common Characteristics of the Leaders of Baldrige Award Winning Organizations
Chapter 14 Lessons Learned About the Journey
Chapter 15 Other Benefits of Preparing an Application – Teamwork and
Leadership Development
Chapter 16 Accelerating Excellence®
Appendix A Additional References and Resources
Appendix B Case Study: Unexpected Excellence at Kindred Nursing and Rehabilitation Mountain Valley
Appendix C The Baldrige Award Process
Appendix D Award-Winning Organizations Featured in This Book

Afterword

Notes

Index

About the Author

Kay Kendall (Richardson, TX), is a principal and CEO of BaldrigeCoach, a professional consulting firm focused on helping organizations achieve exceptional performance. She spent more than 20 years as a quality executive leading large-scale change initiatives across diverse industries, including aerospace, semiconductor automation equipment, computers and storage devices, and pharmaceuticals. In addition to her background as a Lean Six Sigma Master Black Belt, Kay has extensive experience using the Baldrige Criteria, the Balanced Scorecard, Hoshin Kanri, and benchmarking to deliver superior results.

Glenn Bodinson, FACHE (Richardson, TX) spent 24 years with AT&T (Western Electric and Lucent Technologies). He then founded BaldrigeCoach in 1989 to help organizations become more productive, profitable, and fun places to work through the power of Performance Excellence. As a Vice President with the Hogan Center, Glenn coached clients through a two-year program centered around creating an organizational culture of continuous improvement. Hogan Center clients went on to win five Baldrige Awards. Glenn is a Six Sigma Black Belt and Fellow of the American College of Healthcare Executives (FACHE).