1311 lines
99 KiB
Text
1311 lines
99 KiB
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<title>How a Veterans’ Agency Realized Excellence for the “Sake of Customers, Employees, Stakeholders, and the Country” | NIST</title>
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</div>
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<p class="usa-banner__header-text">An official website of the United States government</p>
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<strong>Official websites use .gov</strong>
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A <strong>.gov</strong> website belongs to an official government organization in the United States.
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<strong>Secure .gov websites use HTTPS</strong>
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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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<desc id="banner-lock-description">A locked padlock</desc><path fill="#000000" fill-rule="evenodd" d="M26 0c10.493 0 19 8.507 19 19v9h3a4 4 0 0 1 4 4v28a4 4 0 0 1-4 4H4a4 4 0 0 1-4-4V32a4 4 0 0 1 4-4h3v-9C7 8.507 15.507 0 26 0zm0 8c-5.979 0-10.843 4.77-10.996 10.712L15 19v9h22v-9c0-6.075-4.925-11-11-11z"/></svg>
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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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|
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<a href="/ctl" class="usa-nav__link">Communications Technology Laboratory</a>
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<a href="/el" class="usa-nav__link">Engineering Laboratory</a>
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<a href="/itl" class="usa-nav__link">Information Technology Laboratory</a>
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<a href="/ncnr" class="usa-nav__link">NIST Center for Neutron Research</a>
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<a href="/cnst" class="usa-nav__link">CNST NanoFab</a>
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<a href="/oam" class="usa-nav__link">Office of Advanced Manufacturing</a>
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<h1 class="nist-page__title">How a Veterans’ Agency Realized Excellence for the “Sake of Customers, Employees, Stakeholders, and the Country”</h1>
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<div class="daterange"><time datetime="2018-02-01T12:00:00Z">February 1, 2018</time>
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<span>By: </span>
|
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<a href="/blogs/blogrige/authors/dawn-bailey" hreflang="en">Dawn Bailey</a>
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<img loading="lazy" src="/sites/default/files/styles/960_x_960_limit/public/images/2019/08/21/vacsp-realized-excellence.jpg?itok=kE9icYja" width="960" height="600" alt="A pharmacist at the Veterans Affairs Cooperative Studies Program Clinical Research Pharmacy Coordinating Center sorting through prescriptions." title="VACSP Realized Excellence blog photo" typeof="foaf:Image" />
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<div class="nist-image__credit">
|
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<span class="nist-image__credit-label">Credit:</span>
|
|||
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|
|||
|
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Department of Veterans Affairs - Cooperative Studies Program Clinical Research Pharmacy Coordinating Center
|
|||
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|
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<p>When staff asked, “What do you want me to do, this quality stuff or my job?” The answer was always, “We want you to do both, but we want you to change the way you do your job.”</p>
|
|||
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|
|||
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<p>Such discussions came out of the VA Cooperative Studies Program’s “quality journey,” which has lasted for more than 20 years and resulted in higher employee engagement, higher customer engagement, better ability to develop new and to renew partnerships and collaborations, increased capability to provide new products and services, and increased capability and capacity to support more ongoing multicenter clinical trials (increased from 26 to 38 over 8 years)—all with little increase in staffing.</p>
|
|||
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|
|||
|
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<p>But how did they do it?</p>
|
|||
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|
|||
|
|
<p>The Federal VA Cooperative Studies Program (CSP) Clinical Research Pharmacy Coordinating Center (the Center) set out “to systematically improve all areas of operations” with the implementation of a Total Integrated Performance Excellence System (TIPES). The system combines frameworks including the <a href="https://www.nist.gov/baldrige/publications/baldrige-excellence-framework">Baldrige Excellence Framework</a>, ISO 9001, and the Organizational Project Management Maturity Model (OPM3), as well as supplemental quality systems of ISO 15378 (packaging for medicinal products) and ISO 21500 (guide to project management). The Criteria within the Baldrige framework were used as the foundation; write the authors of a recent paper about TIPES, “Because Baldrige is more comprehensive and less prescriptive than ISO or OPM3, the Center uses the Baldrige Criteria as its foundational standard into which the other quality management systems are assimilated.”</p>
|
|||
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|
|||
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<p>According to a recent paper entitled “<a href="https://www.sciencedirect.com/science/article/pii/S2451865417301084">Total integrated performance excellence system (TIPES): A true north direction for a clinical trial support center</a>," the implementation of TIPES has resulted in “the ultimate transformation at the employee level that enabled the Center to make progress and excel.” The paper was published in <em>Contemporary Clinical Trials Communications</em> on ScienceDirect.com.</p>
|
|||
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|
|||
|
|
<p>The authors write that new capabilities have expanded the Center's offerings and provided the foundation for future growth. Quality journey results include the following:</p>
|
|||
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|
|||
|
|
<ul><li>a re-organization of the Center's process and procedures structure, as well as the organizational structure, to support a culture of excellence</li>
|
|||
|
|
<li>fewer inadequate supplies in the field</li>
|
|||
|
|
<li>reduced shipping errors</li>
|
|||
|
|
<li>a steady trend of high employee engagement </li>
|
|||
|
|
<li>a steady trend of high customer engagement</li>
|
|||
|
|
<li>engaged repeat customers, even from outside of the VA (over 80% of the Center's non-VA collaborations are from repeat customers)</li>
|
|||
|
|
<li>improved web-based software systems for site inventory control, drug distribution, and patient randomization and treatment assignments</li>
|
|||
|
|
<li>establishment of a biorepository for bio-specimen storage and a method for direct-to-patient dispensing</li>
|
|||
|
|
</ul><p>“As the Baldrige Criteria continue to evolve with best practices found in industry, the Center is challenged to also evolve, to be responsive to new approaches, and to innovate," write the paper's authors. "Baldrige's requirement that organizations identify and use their strategic advantages has propelled the Center, as a government entity, to closely examine its unique position and to develop strategies capitalizing on its advantages and opportunities while addressing challenges. This in turn has created opportunities for innovation and intelligent risk taking in its pursuit of strategic objectives.”</p>
|
|||
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|
|||
|
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<p>The <a href="https://www.nist.gov/baldrige/department-veterans-affairs-cooperative-studies-program-clinical-research-pharmacy">Center won the Baldrige Award</a> in the nonprofit category in 2009, and as part of applying for the award, it received a detailed feedback report from Baldrige examiners. The TIPES paper notes that “Baldrige examiners as well as VA visitors have frequently noted that the Center does not operate like a government bureaucracy, but more closely resembles the private sector in its entrepreneurial approaches.”</p>
|
|||
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|
|||
|
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<p>The paper’s authors also write that winning the Baldrige Award, which was made possible by the Center’s quality journey, meant a huge sense of accomplishment for employees. “The journey contributed to job satisfaction, engagement and security, and a sense of accomplishment and personal and professional growth. Comments from employees made it clear that their ability to contribute to the well-being and spirit of the organization, to its important mission, and to the accomplishment of a lofty goal through the achievement of Presidential recognition . . . imparted a feeling of ‘importance’ and meaning.” In a recent survey, the Center found that 97.5% of its staff members understood how their jobs help the organization achieve success and 96.25% are proud to work for the organization.</p>
|
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<p>The authors write, “It is our sincere hope that this paper will inspire other local, state, and Federal government entities, no matter how small or large, to pursue a performance excellence journey for the sake of customers, employees, stakeholders and the country. Government organizations can start and progress along the ‘road to excellence’ despite the many challenges inherent in government. Leadership must have the will and fortitude to begin and stay the course.”<br>
|
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</p>
|
|||
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|
|||
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|
<hr><h4>A Systems Approach to Improving Your Organization’s Performance</h4>
|
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|
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<div class="grid-row grid-gap">
|
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<div class="tablet:grid-col-3">
|
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<h2> <div class="align-center nist-image">
|
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<img loading="lazy" src="/sites/default/files/styles/220_x_220_limit/public/images/2019/05/31/2017-2018-baldrige-excellence-framework-cover.jpg?itok=a6FXwOEg" width="171" height="220" alt="2019-2020 Baldrige Excellence Framework cover photo" typeof="foaf:Image">
|
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</div>
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</h2>
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<p> </p>
|
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</div>
|
|||
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|
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<div class="tablet:grid-col-9">
|
|||
|
|
<h2>Baldrige Excellence Framework</h2>
|
|||
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|
|||
|
|
<p>The <a href="https://www.nist.gov/baldrige/publications/baldrige-excellence-framework">Baldrige Excellence Framework</a> has empowered organizations to accomplish their missions, improve results, and become more competitive. It includes the Criteria for Performance Excellence, core values and concepts, and guidelines for evaluating your processes and results.</p>
|
|||
|
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|
|||
|
|
<h3><a href="https://www.nist.gov/baldrige/publications/baldrige-excellence-framework"><strong>Purchase your copy today!</strong></a></h3>
|
|||
|
|
|
|||
|
|
<p>Available versions: <a href="https://www.nist.gov/baldrige-performance-excellence-program/baldrige-excellence-framework" title="Business / Nonprofit Criteria">Business/Nonprofit</a>, <a href="https://www.nist.gov/baldrige/publications/baldrige-excellence-framework/education">Education</a>, and <a href="https://www.nist.gov/baldrige/publications/baldrige-excellence-framework/health-care">Health Care</a></p>
|
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|
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|
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<div class="nist-tags">
|
|||
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<a href="/blogrige-categories/baldrige-excellence-framework-criteria" hreflang="en">Baldrige Excellence Framework (Criteria)</a>, <a href="/blogrige-categories/impact-baldrige" hreflang="en">Impact of Baldrige</a>, <a href="/blogrige-categories/sector-focused" hreflang="en">Sector Focused</a> and <a href="/blogrige-categories/self-assessing" hreflang="en">Self-Assessing</a></div>
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<h2
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class="nist-block__title"
|
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>About the author</h2>
|
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<div class="nist-field nist-field--label-hidden entity-reference">
|
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|
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<article
|
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about="/blogs/blogrige/authors/dawn-bailey" class="nist-teaser"
|
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>
|
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<div class="nist-teaser__image">
|
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<div class="entity-reference"> <a href="/blogs/blogrige/authors/dawn-bailey" hreflang="en"><img loading="lazy" src="/sites/default/files/styles/thumbnail/public/images/2019/12/18/IMG_2952.JPG?itok=-PWaG3HO" width="100" height="85" alt="Dawn Bailey" typeof="foaf:Image" />
|
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</a>
|
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|
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</div>
|
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<div class="nist-teaser__content-wrapper">
|
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<header>
|
|||
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<h3 class="nist-teaser__title"><a href="/blogs/blogrige/authors/dawn-bailey"><span>Dawn Bailey</span>
|
|||
|
|
</a></h3>
|
|||
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|
|||
|
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</header>
|
|||
|
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<div class="nist-teaser__content">
|
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|
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<div class="text-with-summary"><p><span>Dawn Bailey is a writer/editor for the Baldrige Program and involved in all aspects of communications, from leading the Baldrige Executive Fellows program to managing the direction of case studies, social media efforts, and assessment teams. She has more than 25 years of experience, 18 years at the Baldrige Program. Her background is in English and journalism, with degrees from the University of Connecticut and an advanced degree from George Mason University.</span></p></div>
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<h2
|
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class="nist-block__title"
|
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>Related posts</h2>
|
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|
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<div><div class="js-view-dom-id-97e4d6c5ae366f273dd63352f0b70d2db75daba27f5c2528fa28b39126867c0e">
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<article
|
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about="/blogs/blogrige/100-satisfaction-guaranteed" class="nist-teaser"
|
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>
|
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<div class="nist-teaser__image">
|
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<div class="entity-reference"> <a href="/blogs/blogrige/100-satisfaction-guaranteed" hreflang="en"><img loading="lazy" src="/sites/default/files/styles/thumbnail/public/images/2025/02/06/Satisfaction-Guaranteed.jpg?itok=ThnLiBh5" width="100" height="63" alt="A home with hurricane shutters next to a ladder." typeof="foaf:Image" />
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</a>
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|
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<header>
|
|||
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<h3 class="nist-teaser__title"><a href="/blogs/blogrige/100-satisfaction-guaranteed"><span>100% Satisfaction Guaranteed</span>
|
|||
|
|
</a></h3>
|
|||
|
|
<div class="nist-teaser__date">
|
|||
|
|
<div class="daterange"><time datetime="2025-02-18T12:00:00Z">February 18, 2025</time>
|
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</div>
|
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|
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<div class="nist-teaser__content">
|
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<div class="text-with-summary"> 100% satisfaction guaranteed. A simple statement. Easy to understand. But…. My story begins with Hurricane Milton, one of two tragic hurricanes to hit the west
|
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</div>
|
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|
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|
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<article
|
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about="/blogs/blogrige/more-reasons-apply-be-2025-baldrige-examiner" class="nist-teaser"
|
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>
|
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|
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<div class="entity-reference"> <a href="/blogs/blogrige/more-reasons-apply-be-2025-baldrige-examiner" hreflang="en"><img loading="lazy" src="/sites/default/files/styles/thumbnail/public/images/2025/01/07/More-Reasons-to-Apply-to-Be-2025-Examiner.jpg?itok=ot0YShWL" width="100" height="63" alt="Why Apply to be a 2025 Baldrige Examiner showing a man holding an iPad displaying the online application." typeof="foaf:Image" />
|
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</a>
|
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|
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|
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|
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<header>
|
|||
|
|
<h3 class="nist-teaser__title"><a href="/blogs/blogrige/more-reasons-apply-be-2025-baldrige-examiner"><span>More Reasons to Apply to Be a 2025 Baldrige Examiner</span>
|
|||
|
|
</a></h3>
|
|||
|
|
<div class="nist-teaser__date">
|
|||
|
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<div class="daterange"><time datetime="2025-01-14T12:00:00Z">January 14, 2025</time>
|
|||
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|
|||
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|
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|
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|
|||
|
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<div class="nist-teaser__content">
|
|||
|
|
<div class="text-with-summary"> In a blog last week, I provided a multitude of reasons to apply to be a 2025 Baldrige examiner®. The benefits of serving in this volunteer role were conveyed by
|
|||
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|
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|
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|
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|
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|
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|
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<div>
|
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|
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<article
|
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about="/blogs/blogrige/why-apply-be-2025-baldrige-examiner" class="nist-teaser"
|
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>
|
|||
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<div class="nist-teaser__image">
|
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<div class="entity-reference"> <a href="/blogs/blogrige/why-apply-be-2025-baldrige-examiner" hreflang="en"><img loading="lazy" src="/sites/default/files/styles/thumbnail/public/images/2025/01/07/Why-Apply-to-Be-2025-Examiner.jpg?itok=eCEy9jXg" width="100" height="63" alt="Why apply to become a Baldrige Examiner showing a woman holding an iPad with the examiner application on the screen." typeof="foaf:Image" />
|
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</a>
|
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|
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|
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<header>
|
|||
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<h3 class="nist-teaser__title"><a href="/blogs/blogrige/why-apply-be-2025-baldrige-examiner"><span>Why Apply to Be a 2025 Baldrige Examiner?</span>
|
|||
|
|
</a></h3>
|
|||
|
|
<div class="nist-teaser__date">
|
|||
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<div class="daterange"><time datetime="2025-01-08T12:00:00Z">January 8, 2025</time>
|
|||
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|
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|
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|
|||
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<div class="nist-teaser__content">
|
|||
|
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<div class="text-with-summary"> IYKYK. * But if you don’t know why it’s beneficial to be a Baldrige examiner®, I invite you to find out what experienced Baldrige examiners have discovered
|
|||
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|
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</div>
|
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<h2
|
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|
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>Comments</h2>
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<section>
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<p class="usa-alert__text">
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Commenting for this blog post is closed.
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<h2
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<div><a href="https://www.x.com/BaldrigeProgram" class="nist-social nist-social--x" title="X (Twitter)" ><span>X (Twitter)</span></a><a href="https://www.youtube.com/playlist?list=PL914FB9D44BF49C14" class="nist-social nist-social--youtube" title="Youtube" ><span>Youtube</span></a><a href="https://public.govdelivery.com/accounts/USNIST/subscriber/new?topic_id=USNIST_29" class="nist-social nist-social--envelope" title="GovDelivery" ><span>GovDelivery</span></a></div>
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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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