1392 lines
98 KiB
Text
1392 lines
98 KiB
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<meta name="description" content="Christine Schaefer is a longtime staff member of the Baldrige Performance Excellence Program (BPEP). Her work has focused on producing BPEP publications and communications. She also has been highly involved in the Baldrige Award process, Baldrige examiner training, and other offerings of the program" />
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<meta property="og:description" content="Christine Schaefer is a longtime staff member of the Baldrige Performance Excellence Program (BPEP). Her work has focused on producing BPEP publications and communications. She also has been highly involved in the Baldrige Award process, Baldrige examiner training, and other offerings of the program" />
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<meta property="article:published_time" content="2017-10-25T07:52-04:00" />
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<meta property="article:modified_time" content="2024-02-11T05:05-05:00" />
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<title>Christine Schaefer | NIST</title>
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<body class="node-1289621">
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<a href="#main-content" class="visually-hidden focusable" data-elastic-exclude>
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Skip to main content
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</a>
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<div class="dialog-off-canvas-main-canvas" data-off-canvas-main-canvas>
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<!-- nist-index-ignore-start -->
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<section data-elastic-exclude class="usa-banner" aria-label="Official government website">
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<img class="usa-banner__header-flag" src="/libraries/nist-component-library/dist/img/us_flag_small.png" alt="U.S. flag">
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</div>
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<div class="grid-col-fill tablet:grid-col-auto">
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<p class="usa-banner__header-text">An official website of the United States government</p>
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<p class="usa-banner__header-action" aria-hidden="true">Here’s how you know</p>
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<button class="usa-accordion__button usa-banner__button" aria-expanded="false" aria-controls="gov-banner-default">
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<span class="usa-banner__button-text">Here’s how you know</span>
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<div class="usa-banner__guidance tablet:grid-col-6">
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<img class="usa-banner__icon usa-media-block__img" src="/libraries/nist-component-library/dist/img/icon-dot-gov.svg" role="img" alt="" aria-hidden="true">
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<div class="usa-media-block__body">
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<p>
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<strong>Official websites use .gov</strong>
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<br/>
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A <strong>.gov</strong> website belongs to an official government organization in the United States.
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</div>
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<div class="usa-banner__guidance tablet:grid-col-6">
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<img class="usa-banner__icon usa-media-block__img" src="/libraries/nist-component-library/dist/img/icon-https.svg" role="img" alt="" aria-hidden="true">
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<div class="usa-media-block__body">
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<p>
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<strong>Secure .gov websites use HTTPS</strong>
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<br/>
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A <strong>lock</strong> ( <span class="icon-lock">
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<svg xmlns="http://www.w3.org/2000/svg" width="52" height="64" viewbox="0 0 52 64" class="usa-banner__lock-image" role="img" aria-labelledby="banner-lock-title banner-lock-description" focusable="false">
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<title id="banner-lock-title">Lock</title>
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</span>
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) or <strong>https://</strong> means you’ve safely connected to the .gov website. Share sensitive information only on official, secure websites.
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</p>
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</div>
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</div>
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</div>
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</section>
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<p class="nist-print-header__url">https://www.nist.gov/blogs/blogrige/authors/christine-schaefer</p>
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<img class="nist-print-header__logo" width="289" height="38" src="/libraries/nist-component-library/dist/img/logo/nist_logo_sidestack.svg" alt="National Institute of Standards and Technology" />
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<a href="/" title="National Institute of Standards and Technology" aria-label="Home">
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<img src="/libraries/nist-component-library/dist/img/logo/logo.svg" alt="National Institute of Standards and Technology" width="300px" height="80px" />
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</h2>
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<div class="nist-blog-header__tagline">
|
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<p class="text">The Official Baldrige Blog</p>
|
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>
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<h1 class="nist-page__title">Christine Schaefer</h1>
|
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>
|
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<div><div class="js-view-dom-id-54c39ecf9f1cea5d1d646b62cff436f7d1eea56236fd26fb5506ffbacc9b6c9a">
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<div>
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<div class="nist-author-box">
|
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|
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<div class="entity-reference"> <img loading="lazy" src="/sites/default/files/styles/medium/public/images/2017/10/25/Christine-Schaefer-2016.jpg?itok=mrm6j-Ew" width="180" height="180" alt="Picture of Christine Schaefer" typeof="foaf:Image" />
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<div class="nist-author-box__inner">
|
|||
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<div class="nist-author-box__content">
|
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<div class="text-with-summary"><p>Christine Schaefer is a longtime staff member of the Baldrige Performance Excellence Program (BPEP). Her work has focused on producing BPEP publications and communications. She also has been highly involved in the Baldrige Award process, Baldrige examiner training, and other offerings of the program.</p><p>She is a Phi Beta Kappa graduate of the University of Virginia, where she was an Echols Scholar and a double major, receiving highest distinction for her thesis in the interdisciplinary Political & Social Thought Program. She also has a master's degree from Georgetown University, where her studies and thesis focused on social and public policy issues. </p><p>When not working, she sits in traffic in one of the most congested regions of the country, receives consolation from her rescued beagles, writes poetry, practices hot yoga, and tries to cultivate a foundation for three kids to direct their own lifelong learning (and to PLEASE STOP YELLING at each other—after all, we'll never end wars if we can't even make peace at home!).</p></div>
|
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|
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|
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class="views-element-container nist-block"
|
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|
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<div><div class="js-view-dom-id-9bbab585f39267ba5f445262fdaaa21f7146f0ce31fa229457202f55779a3a67">
|
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<div>
|
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|
|||
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<article
|
|||
|
|
about="/blogs/blogrige/tips-baldrige-award-winning-health-care-organizations" class="nist-teaser"
|
|||
|
|
>
|
|||
|
|
<div class="nist-teaser__image">
|
|||
|
|
<div class="entity-reference"> <a href="/blogs/blogrige/tips-baldrige-award-winning-health-care-organizations" hreflang="en"><img loading="lazy" src="/sites/default/files/styles/thumbnail/public/images/2019/08/06/Schneck-employees.png?itok=RGlOhDnu" width="100" height="100" alt="Photo of group of smiling Schneck employees at work" typeof="foaf:Image" />
|
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</a>
|
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</div>
|
|||
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|
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</div>
|
|||
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<div class="nist-teaser__content-wrapper">
|
|||
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|
<header>
|
|||
|
|
<h3 class="nist-teaser__title"><a href="/blogs/blogrige/tips-baldrige-award-winning-health-care-organizations"><span>Tips from Baldrige Award-Winning Health Care Organizations</span>
|
|||
|
|
</a></h3>
|
|||
|
|
<div class="nist-teaser__date">
|
|||
|
|
<div class="daterange"><time datetime="2014-10-28T12:00:00Z">October 28, 2014</time>
|
|||
|
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</div>
|
|||
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|
|||
|
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</div>
|
|||
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|
|||
|
|
</header>
|
|||
|
|
<div class="nist-teaser__content">
|
|||
|
|
<div class="text-with-summary"> I’ve compiled the following tips from interviews of presenters at the Baldrige Program’s 26th Annual Quest for Excellence® conference.
|
|||
|
|
|
|||
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|
|||
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|
|||
|
|
How to Partner
|
|||
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|
|||
|
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</div>
|
|||
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|
|||
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</div>
|
|||
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</div>
|
|||
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</article>
|
|||
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</div>
|
|||
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<div>
|
|||
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|
|||
|
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<article
|
|||
|
|
about="/blogs/blogrige/tips-baldrige-award-winning-businesses" class="nist-teaser"
|
|||
|
|
>
|
|||
|
|
<div class="nist-teaser__image">
|
|||
|
|
<div class="entity-reference"> <a href="/blogs/blogrige/tips-baldrige-award-winning-businesses" hreflang="en"><img loading="lazy" src="/sites/default/files/styles/thumbnail/public/images/2019/08/06/6a011571626a2b970c012877211f24970c-pi.jpg?itok=ZMOwnekX" width="100" height="100" alt="cartoon illustration of customers in line at customer service desk" typeof="foaf:Image" />
|
|||
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|
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</a>
|
|||
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</div>
|
|||
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|
|||
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</div>
|
|||
|
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<div class="nist-teaser__content-wrapper">
|
|||
|
|
<header>
|
|||
|
|
<h3 class="nist-teaser__title"><a href="/blogs/blogrige/tips-baldrige-award-winning-businesses"><span>Tips from Baldrige Award-Winning Businesses</span>
|
|||
|
|
</a></h3>
|
|||
|
|
<div class="nist-teaser__date">
|
|||
|
|
<div class="daterange"><time datetime="2014-10-21T12:00:00Z">October 21, 2014</time>
|
|||
|
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</div>
|
|||
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|
|||
|
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</div>
|
|||
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|
|||
|
|
</header>
|
|||
|
|
<div class="nist-teaser__content">
|
|||
|
|
<div class="text-with-summary"> I’ve compiled the following tips from interviews of presenters at the Baldrige Program’s 26 th Annual Quest for Excellence® conference.
|
|||
|
|
|
|||
|
|
How to Get Started
|
|||
|
|
|
|||
|
|
</div>
|
|||
|
|
|
|||
|
|
</div>
|
|||
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</div>
|
|||
|
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</article>
|
|||
|
|
</div>
|
|||
|
|
<div>
|
|||
|
|
|
|||
|
|
<article
|
|||
|
|
about="/blogs/blogrige/public-sector-excellence-promise-baldrige-framework" class="nist-teaser"
|
|||
|
|
>
|
|||
|
|
<div class="nist-teaser__image">
|
|||
|
|
<div class="entity-reference"> <a href="/blogs/blogrige/public-sector-excellence-promise-baldrige-framework" hreflang="en"><img loading="lazy" src="/sites/default/files/styles/thumbnail/public/images/2019/08/06/Manuel-Chavez.jpg?itok=J8jUAPvC" width="100" height="100" alt="head shot of Manuel Chavez" typeof="foaf:Image" />
|
|||
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|
|||
|
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</a>
|
|||
|
|
</div>
|
|||
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|
|||
|
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</div>
|
|||
|
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<div class="nist-teaser__content-wrapper">
|
|||
|
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<header>
|
|||
|
|
<h3 class="nist-teaser__title"><a href="/blogs/blogrige/public-sector-excellence-promise-baldrige-framework"><span>Public-Sector Excellence: The Promise of the Baldrige Framework</span>
|
|||
|
|
</a></h3>
|
|||
|
|
<div class="nist-teaser__date">
|
|||
|
|
<div class="daterange"><time datetime="2014-09-30T12:00:00Z">September 30, 2014</time>
|
|||
|
|
</div>
|
|||
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|
|||
|
|
</div>
|
|||
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|
|||
|
|
</header>
|
|||
|
|
<div class="nist-teaser__content">
|
|||
|
|
<div class="text-with-summary"> Following is another story that exemplifies how the Baldrige framework for performance excellence can help public-sector organizations better serve their
|
|||
|
|
|
|||
|
|
</div>
|
|||
|
|
|
|||
|
|
</div>
|
|||
|
|
</div>
|
|||
|
|
</article>
|
|||
|
|
</div>
|
|||
|
|
<div>
|
|||
|
|
|
|||
|
|
<article
|
|||
|
|
about="/blogs/blogrige/university-uses-baldrige-approaches-excel" class="nist-teaser"
|
|||
|
|
>
|
|||
|
|
<div class="nist-teaser__image">
|
|||
|
|
<div class="entity-reference"> <a href="/blogs/blogrige/university-uses-baldrige-approaches-excel" hreflang="en"><img loading="lazy" src="/sites/default/files/styles/thumbnail/public/images/2019/08/06/UW-Stout-Strategic-Planning-Group.jpg?itok=yqDOIk-S" width="100" height="100" alt="Photo of UW-Stout Strategic Planning Group; photo used with permission." typeof="foaf:Image" />
|
|||
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|
|
|||
|
|
</a>
|
|||
|
|
</div>
|
|||
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|
|||
|
|
</div>
|
|||
|
|
<div class="nist-teaser__content-wrapper">
|
|||
|
|
<header>
|
|||
|
|
<h3 class="nist-teaser__title"><a href="/blogs/blogrige/university-uses-baldrige-approaches-excel"><span>A University That Uses Baldrige Approaches to Excel</span>
|
|||
|
|
</a></h3>
|
|||
|
|
<div class="nist-teaser__date">
|
|||
|
|
<div class="daterange"><time datetime="2014-09-09T12:00:00Z">September 9, 2014</time>
|
|||
|
|
</div>
|
|||
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|
|
|||
|
|
</div>
|
|||
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|
|
|||
|
|
</header>
|
|||
|
|
<div class="nist-teaser__content">
|
|||
|
|
<div class="text-with-summary"> Fourteen years ago, the University of Wisconsin–Stout became the first (and to date, only) four-year university to receive the nation’s Baldrige Award. Using
|
|||
|
|
|
|||
|
|
</div>
|
|||
|
|
|
|||
|
|
</div>
|
|||
|
|
</div>
|
|||
|
|
</article>
|
|||
|
|
</div>
|
|||
|
|
<div>
|
|||
|
|
|
|||
|
|
<article
|
|||
|
|
about="/blogs/blogrige/role-model-government-center-keeps-getting-better" class="nist-teaser"
|
|||
|
|
>
|
|||
|
|
<div class="nist-teaser__content-wrapper">
|
|||
|
|
<header>
|
|||
|
|
<h3 class="nist-teaser__title"><a href="/blogs/blogrige/role-model-government-center-keeps-getting-better"><span>A Role-Model Government Center That Keeps Getting Better</span>
|
|||
|
|
</a></h3>
|
|||
|
|
<div class="nist-teaser__date">
|
|||
|
|
<div class="daterange"><time datetime="2014-09-04T12:00:00Z">September 4, 2014</time>
|
|||
|
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</div>
|
|||
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|
|||
|
|
</div>
|
|||
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|
|||
|
|
</header>
|
|||
|
|
<div class="nist-teaser__content">
|
|||
|
|
<div class="text-with-summary"> In 2009, a federal government organization that supports multicenter clinical trials for the benefit of American military veterans received the prestigious
|
|||
|
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|
|||
|
|
</div>
|
|||
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|
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</div>
|
|||
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</div>
|
|||
|
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</article>
|
|||
|
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</div>
|
|||
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<div>
|
|||
|
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|
|||
|
|
<article
|
|||
|
|
about="/blogs/blogrige/what-your-board-directors-needs-get-better" class="nist-teaser"
|
|||
|
|
>
|
|||
|
|
<div class="nist-teaser__image">
|
|||
|
|
<div class="entity-reference"> <a href="/blogs/blogrige/what-your-board-directors-needs-get-better" hreflang="en"><img loading="lazy" src="/sites/default/files/styles/thumbnail/public/images/2017/11/02/Baldrige-for-BOD_Cover.jpg?itok=zenQPLwA" width="100" height="100" alt="Cover image of "Baldrige for the Board of Directors" resource" typeof="foaf:Image" />
|
|||
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|
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|
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</a>
|
|||
|
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</div>
|
|||
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|
|||
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</div>
|
|||
|
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<div class="nist-teaser__content-wrapper">
|
|||
|
|
<header>
|
|||
|
|
<h3 class="nist-teaser__title"><a href="/blogs/blogrige/what-your-board-directors-needs-get-better"><span>What Your Board of Directors Needs to Get Better</span>
|
|||
|
|
</a></h3>
|
|||
|
|
<div class="nist-teaser__date">
|
|||
|
|
<div class="daterange"><time datetime="2014-07-24T12:00:00Z">July 24, 2014</time>
|
|||
|
|
</div>
|
|||
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|
|||
|
|
</div>
|
|||
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|
|
|||
|
|
</header>
|
|||
|
|
<div class="nist-teaser__content">
|
|||
|
|
<div class="text-with-summary"> What does a high-performing board of directors do?
|
|||
|
|
|
|||
|
|
A McKinsey Quarterly article published in April described a progression in the scope of activities of
|
|||
|
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|
|||
|
|
</div>
|
|||
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|
|||
|
|
</div>
|
|||
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</div>
|
|||
|
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</article>
|
|||
|
|
</div>
|
|||
|
|
<div>
|
|||
|
|
|
|||
|
|
<article
|
|||
|
|
about="/blogs/blogrige/engaging-patients-changing-health-care-system" class="nist-teaser"
|
|||
|
|
>
|
|||
|
|
<div class="nist-teaser__image">
|
|||
|
|
<div class="entity-reference"> <a href="/blogs/blogrige/engaging-patients-changing-health-care-system" hreflang="en"><img loading="lazy" src="/sites/default/files/styles/thumbnail/public/images/2019/08/13/randy_oster_and_son.jpg?itok=tMATIdoK" width="67" height="100" alt="Photo of Randi Oster standing by her teenage or young adult son" typeof="foaf:Image" />
|
|||
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|
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</a>
|
|||
|
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</div>
|
|||
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|
|||
|
|
</div>
|
|||
|
|
<div class="nist-teaser__content-wrapper">
|
|||
|
|
<header>
|
|||
|
|
<h3 class="nist-teaser__title"><a href="/blogs/blogrige/engaging-patients-changing-health-care-system"><span>Engaging Patients in a Changing Health Care System</span>
|
|||
|
|
</a></h3>
|
|||
|
|
<div class="nist-teaser__date">
|
|||
|
|
<div class="daterange"><time datetime="2014-07-15T12:00:00Z">July 15, 2014</time>
|
|||
|
|
</div>
|
|||
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|
|||
|
|
</div>
|
|||
|
|
|
|||
|
|
</header>
|
|||
|
|
<div class="nist-teaser__content">
|
|||
|
|
<div class="text-with-summary"> In the Baldrige Health Care Criteria for Performance Excellence, the Customer Focus category (category 3) asks how your organization engages its patients
|
|||
|
|
|
|||
|
|
</div>
|
|||
|
|
|
|||
|
|
</div>
|
|||
|
|
</div>
|
|||
|
|
</article>
|
|||
|
|
</div>
|
|||
|
|
<div>
|
|||
|
|
|
|||
|
|
<article
|
|||
|
|
about="/blogs/blogrige/boosting-workforce-engagement-bottom" class="nist-teaser"
|
|||
|
|
>
|
|||
|
|
<div class="nist-teaser__image">
|
|||
|
|
<div class="entity-reference"> <a href="/blogs/blogrige/boosting-workforce-engagement-bottom" hreflang="en"><img loading="lazy" src="/sites/default/files/styles/thumbnail/public/images/2019/08/06/KUMC-Facilities-Group.jpg?itok=QtBFMazL" width="100" height="100" alt="photo outdoors featuring group of facilities workers" typeof="foaf:Image" />
|
|||
|
|
|
|||
|
|
</a>
|
|||
|
|
</div>
|
|||
|
|
|
|||
|
|
</div>
|
|||
|
|
<div class="nist-teaser__content-wrapper">
|
|||
|
|
<header>
|
|||
|
|
<h3 class="nist-teaser__title"><a href="/blogs/blogrige/boosting-workforce-engagement-bottom"><span>Boosting Workforce Engagement (from the Bottom Up)</span>
|
|||
|
|
</a></h3>
|
|||
|
|
<div class="nist-teaser__date">
|
|||
|
|
<div class="daterange"><time datetime="2014-07-08T12:00:00Z">July 8, 2014</time>
|
|||
|
|
</div>
|
|||
|
|
|
|||
|
|
</div>
|
|||
|
|
|
|||
|
|
</header>
|
|||
|
|
<div class="nist-teaser__content">
|
|||
|
|
<div class="text-with-summary"> We sometimes hear of organizations adopting the Baldrige Criteria for Performance Excellence in relatively limited ways to improve performance.
|
|||
|
|
|
|||
|
|
They may
|
|||
|
|
|
|||
|
|
</div>
|
|||
|
|
|
|||
|
|
</div>
|
|||
|
|
</div>
|
|||
|
|
</article>
|
|||
|
|
</div>
|
|||
|
|
<div>
|
|||
|
|
|
|||
|
|
<article
|
|||
|
|
about="/blogs/blogrige/satisfying-angry-customers-insights-and-best-practices" class="nist-teaser"
|
|||
|
|
>
|
|||
|
|
<div class="nist-teaser__image">
|
|||
|
|
<div class="entity-reference"> <a href="/blogs/blogrige/satisfying-angry-customers-insights-and-best-practices" hreflang="en"><img loading="lazy" src="/sites/default/files/styles/thumbnail/public/images/2019/08/06/KNs-Guest-Complaint-Management-System-2010.jpg?itok=vp4uKcD6" width="100" height="100" alt="flow chart of guest complaint management system" typeof="foaf:Image" />
|
|||
|
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|
|||
|
|
</a>
|
|||
|
|
</div>
|
|||
|
|
|
|||
|
|
</div>
|
|||
|
|
<div class="nist-teaser__content-wrapper">
|
|||
|
|
<header>
|
|||
|
|
<h3 class="nist-teaser__title"><a href="/blogs/blogrige/satisfying-angry-customers-insights-and-best-practices"><span>Satisfying Angry Customers: Insights and Best Practices</span>
|
|||
|
|
</a></h3>
|
|||
|
|
<div class="nist-teaser__date">
|
|||
|
|
<div class="daterange"><time datetime="2014-06-26T12:00:00Z">June 26, 2014</time>
|
|||
|
|
</div>
|
|||
|
|
|
|||
|
|
</div>
|
|||
|
|
|
|||
|
|
</header>
|
|||
|
|
<div class="nist-teaser__content">
|
|||
|
|
<div class="text-with-summary"> In a recent blog, “ Emotional Hijacking: Why Logic Doesn’t Work with Angry Customers ,” Gallup Senior Strategist of Customer Experience and Innovation John
|
|||
|
|
|
|||
|
|
</div>
|
|||
|
|
|
|||
|
|
</div>
|
|||
|
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</div>
|
|||
|
|
</article>
|
|||
|
|
</div>
|
|||
|
|
<div>
|
|||
|
|
|
|||
|
|
<article
|
|||
|
|
about="/blogs/blogrige/baldrige-and-iso-qms-complementary-relationship" class="nist-teaser"
|
|||
|
|
>
|
|||
|
|
<div class="nist-teaser__image">
|
|||
|
|
<div class="entity-reference"> <a href="/blogs/blogrige/baldrige-and-iso-qms-complementary-relationship" hreflang="en"><img loading="lazy" src="/sites/default/files/styles/thumbnail/public/images/2019/08/06/Ron_Schulingkamp.jpg?itok=trLQMWkR" width="100" height="100" alt="head shot of Ron Schulingkamp" typeof="foaf:Image" />
|
|||
|
|
|
|||
|
|
</a>
|
|||
|
|
</div>
|
|||
|
|
|
|||
|
|
</div>
|
|||
|
|
<div class="nist-teaser__content-wrapper">
|
|||
|
|
<header>
|
|||
|
|
<h3 class="nist-teaser__title"><a href="/blogs/blogrige/baldrige-and-iso-qms-complementary-relationship"><span>Baldrige and ISO QMS: A Complementary Relationship</span>
|
|||
|
|
</a></h3>
|
|||
|
|
<div class="nist-teaser__date">
|
|||
|
|
<div class="daterange"><time datetime="2014-06-12T12:00:00Z">June 12, 2014</time>
|
|||
|
|
</div>
|
|||
|
|
|
|||
|
|
</div>
|
|||
|
|
|
|||
|
|
</header>
|
|||
|
|
<div class="nist-teaser__content">
|
|||
|
|
<div class="text-with-summary"> How is a company to decide whether to use the Baldrige Criteria for Performance Excellence , the International Organization for Standardization (ISO) 9001: 2008
|
|||
|
|
|
|||
|
|
</div>
|
|||
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|
|||
|
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</div>
|
|||
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</div>
|
|||
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</article>
|
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<nav class="pager" role="navigation" aria-labelledby="pagination-heading">
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<h4 id="pagination-heading" class="visually-hidden">Pagination</h4>
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class="views-exposed-form usa-form filters nist-block" novalidate="novalidate" data-drupal-selector="views-exposed-form-search-blog-blogrige-search-page"
|
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>
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<h2
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class="nist-block__title"
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>Search</h2>
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<form action="/blogs/blogrige/search" method="get" id="views-exposed-form-search-blog-blogrige-search-page" accept-charset="UTF-8" class="usa-form">
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class="nist-block no-print"
|
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<h2
|
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class="nist-block__title"
|
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>Email alerts</h2>
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<div class="text-long"><p>Sign up for e-mail alerts from the Blogrige blog by entering your e-mail address in the box below.</p>
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<div class="text-long"><p>Blogrige, the official blog of the <a href="https://www.nist.gov/baldrige">Baldrige Performance Excellence Program</a>, shares practical guidance, success stories, examples, and inspiration on how Baldrige resources can support your long-term success, whether your organization is large or small, has one site or worldwide locations, and is just getting started or continuously improving.</p>
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<p>The Baldrige Program offers a comprehensive and proven leadership and management <a href="https://www.nist.gov/baldrige/publications/baldrige-excellence-framework">framework</a> that focuses on results in all areas of your organization. Learn more about the <a href="https://www.nist.gov/baldrige">Baldrige Program</a>, the <a href="https://www.nist.gov/baldrige/products-services">products and services</a> available to help your organization succeed, and how to <a href="https://www.nist.gov/baldrige/self-assessing">self-assess</a> using the Baldrige framework.</p>
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<p>If you have any questions about Blogrige, please contact Baldrige Customer Service at <span class="spamspan"><span class="u">baldrige</span> [at] <span class="d">nist.gov</span><span class="t"> (baldrige[at]nist[dot]gov)</span></span>.</p>
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