1422 lines
106 KiB
Text
1422 lines
106 KiB
Text
<!DOCTYPE html>
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<html lang="en" dir="ltr" prefix="content: http://purl.org/rss/1.0/modules/content/ dc: http://purl.org/dc/terms/ foaf: http://xmlns.com/foaf/0.1/ og: http://ogp.me/ns# rdfs: http://www.w3.org/2000/01/rdf-schema# schema: http://schema.org/ sioc: http://rdfs.org/sioc/ns# sioct: http://rdfs.org/sioc/types# skos: http://www.w3.org/2004/02/skos/core# xsd: http://www.w3.org/2001/XMLSchema# ">
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<h1 class="nist-page__title">AARP’s CEO Talks about Leadership (and the Value of Baldrige)</h1>
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<div class="daterange"><time datetime="2019-08-08T12:00:00Z">August 8, 2019</time>
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<span>By: </span>
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<a href="/blogs/blogrige/authors/christine-schaefer" hreflang="en">Christine Schaefer</a>
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<img loading="lazy" src="/sites/default/files/styles/960_x_960_limit/public/images/2019/08/08/joann-jenkins-quote-blog.jpg?itok=WFQnvz1A" width="960" height="600" alt="I have found the ideas and areas of expertise I’ve encountered as a result of Baldrige to be of a really special quality. My interactions with other Baldrige Fellows have consistently been enlightening, inspiring, and illuminating. JoAnn Jenkins, AARP" typeof="foaf:Image" />
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<span class="nist-image__credit-label">Credit:</span>
|
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AARP
|
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<img alt="Photo of Jo Ann Jenkins, CEO, AARP, 2012 Baldrige Executive Fellow" height="220" loading="lazy" src="/sites/default/files/styles/220_x_220_limit/public/images/2019/07/31/joann-jenkins.jpg?itok=Q2IxV_4z" title="Photo of Jo Ann Jenkins, CEO, AARP, 2012 Baldrige Executive Fellow" typeof="foaf:Image" width="198">
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<figcaption class="nist-image__caption">Jo Ann Jenkins<br><br>
|
||
Baldrige Executive Fellow, 2012<div class="nist-image__credit">
|
||
<span class="nist-image__credit-label">Credit:</span>
|
||
|
||
(c)Timothy Greenfield-Sanders
|
||
|
||
</div></figcaption>
|
||
</figure>
|
||
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||
Jo Ann Jenkins, CEO of AARP since 2014, was recognized by <em>Fortune</em> magazine this year as one of the <a href="https://fortune.com/worlds-greatest-leaders/2019/jo-ann-jenkins/">world’s greatest leaders</a>. Undoubtedly, members of her cohort of <a href="https://www.nist.gov/baldrige/products-services/baldrige-executive-fellows-program">Baldrige Executive Fellows</a> who gained new insights from learning from and with Jenkins were pleased for her (and not surprised). As Jenkins shared recently, “My interactions with other Baldrige Fellows have consistently been enlightening, inspiring, and illuminating.”<br>
|
||
|
||
|
||
<p>Jenkins also graciously answered the following questions recently about leading an organization for excellence. </p>
|
||
|
||
<p><strong>Congratulations on being honored among the best leaders worldwide for 2019. What experiences have strengthened your leadership skills?</strong></p>
|
||
|
||
<p>I’m always on the lookout for learning experiences. I’m afforded an outstanding experience to learn, on an ongoing basis, from working closely with the network of chapters that AARP has built over the last 60 years.</p>
|
||
|
||
<p>AARP operates chapters in all 50 U.S. states, the District of Columbia, Puerto Rico, and the U.S. Virgin Islands. A network of that size and scale provides a powerful resource for staying directly connected with what’s happening on the ground in people’s communities. Tuning into that feedback on a consistent basis helps us to sharpen our relevance and value to the everyday lives of people age 50-plus and their families.</p>
|
||
|
||
<p><strong>As you know, leadership is the first of seven categories of organizational performance of the <a href="https://www.nist.gov/baldrige/about-baldrige-excellence-framework">Baldrige Excellence Framework;</a> the framework’s self-assessment questions ask senior leaders how (1) they set their organization’s vision and values, (2) promote legal and ethical behavior, (3) communicate, (4) create an environment for success, and (5) create a focus on action. Would you please comment on the importance of these dimensions of performing as a senior leader in a U.S. organization today? </strong></p>
|
||
|
||
<p>They’re all equally important, but certainly the fifth one—create a focus on action–is especially pertinent to our work at AARP.</p>
|
||
|
||
<p>An example is the leadership role that AARP—as a fierce defender in the arena of health care for people age 50-plus and their families—is currently taking in the fight to drive lower prescription drug costs. Americans pay the highest prices in the world for prescription medicines, and it’s time to do something about making them more affordable for more people. Inevitably, that effort starts at the local and state level. As of this moment, 16 states have recently signed into effect 27 new laws that take concrete steps to drive down prescription drug prices—with more new laws expected soon.</p>
|
||
|
||
<div class="nist-callout">
|
||
<p>“The principles of the Baldrige Criteria are a vital tool…”</p>
|
||
</div>
|
||
|
||
<p><strong>After you became a Baldrige Executive Fellow in 2012, you used the Criteria for Performance Excellence (part of the Baldrige framework) to benefit your organization’s improvement efforts, as described in our previous <a href="https://www.nist.gov/blogs/blogrige/why-and-how-aarp-uses-baldrige-criteria-performance-excellence">blog interview</a>. For example, you stated then, “With the Baldrige Criteria as our guide, we have implemented a customer feedback loop for all of our programs and for the volunteers that serve in our programs. It is providing us with actionable feedback that allows us to excel at living up to our mission.” Would you please share an update on your organization’s customer listening practices or other improvements toward excellence?</strong></p>
|
||
|
||
<p>We’re very proud of AARP’s Voice of the Customer program. In the same way that being an effective communicator starts with being a good listener, we also know that providing outstanding customer service is founded not just on listening to what people tell you, but also in acting on that feedback to implement improvements. </p>
|
||
|
||
<p>Our Voice of the Customer program enables us to take in what people are saying about AARP on social media, on blogs or other media sources, via our call center, in email, or even in person at one of our many local events and to analyze that information on a daily basis. </p>
|
||
|
||
<p>Using a real-time customer-sentiment analysis tool, we are able to take care of requests, anticipate challenges, and improve our level of service to people on an ongoing basis. A lot of organizations are heavily focused on what they want to tell people. Via our Voice of the Customer program, we have found that really listening to what people want to tell you (and acting on it) is even more valuable.</p>
|
||
|
||
<p><strong>You’ve evidently inspired others to also participate in the Baldrige Performance Excellence Program’s one-year executive leadership program in recent years. How do you view the value of a Baldrige Fellow’s learning from peers (and senior leaders of Baldrige Award-winning organizations) from different sectors and industries? </strong></p>
|
||
|
||
<p>Organizations around the world face many of the same opportunities and challenges regardless of their industry, and I always find it interesting to hear and learn from how others have approached something similar to what AARP might be facing.</p>
|
||
|
||
<p>As a CEO, I’m afforded lots of opportunities to network, and I always go into them with an open mind. But I have found the ideas and areas of expertise I’ve encountered as a result of Baldrige to be of a really special quality. My interactions with other Baldrige Fellows have consistently been enlightening, inspiring, and illuminating. </p>
|
||
|
||
<p><strong>Would you please share a tip or insight on leading an organization to high performance?</strong></p>
|
||
|
||
<p>I think the way forward for any nonprofit is to spend less time on administration and more time on advancing your mission. Of course, a certain amount of internal processes are inevitable and even necessary, but staying focused on core elements matters most.</p>
|
||
|
||
<ul><li>Why does your organization exist? </li>
|
||
<li>What are your core competencies? </li>
|
||
<li>Who are you helping? </li>
|
||
<li>What do they need?</li>
|
||
<li>How can you help provide it? </li>
|
||
</ul><p>The principles of the <a href="https://www.nist.gov/baldrige/baldrige-criteria-commentary">Baldrige Criteria</a> are a vital tool in answering—and acting upon—those questions!</p>
|
||
|
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<hr><h4>Join a Community of Visionary Leaders</h4>
|
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|
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<img loading="lazy" src="/sites/default/files/styles/220_x_220_limit/public/images/2019/01/28/baldrige-fellows-executive.jpg?itok=bGZ3rsDS" width="220" height="132" alt="Baldrige Executive Fellows Program" title="Baldrige Executive Fellows Program" typeof="foaf:Image">
|
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|
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|
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|
||
|
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|
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|
||
</h2>
|
||
</div>
|
||
|
||
<div class="tablet:grid-col-9">
|
||
<h2>Become a Baldrige Executive Fellow</h2>
|
||
|
||
<p>The <a href="https://www.nist.gov/baldrige/products-services/baldrige-executive-fellows-program">Baldrige Executive Fellows Program</a> is a hands-on leadership development program that will propel your organization to higher levels of performance. Learn from a cohort of senior decision makers and Baldrige Award recipients and emerge with a broader perspective on how to achieve performance excellence for your organization, stimulate innovation, and build the knowledge and capabilities necessary for organizational sustainability.</p>
|
||
|
||
<p><strong><a href="https://www.nist.gov/baldrige/products-services/baldrige-executive-fellows-program">What Executive Fellows Are Saying</a> | <a href="https://www.nist.gov/baldrige/baldrige-fellows-program-key-information">Apply Today</a></strong><strong> </strong>(2020–2021 cohort)</p>
|
||
</div>
|
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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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|
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|
||
|
||
|
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<div class="nist-tags">
|
||
<a href="/blogrige-categories/baldrige-excellence-framework-criteria" hreflang="en">Baldrige Excellence Framework (Criteria)</a>, <a href="/blogrige-categories/community" hreflang="en">Community</a> and <a href="/blogrige-categories/impact-baldrige" hreflang="en">Impact of Baldrige</a></div>
|
||
|
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|
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</div>
|
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|
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<div
|
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class="nist-block"
|
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>
|
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|
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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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<div class="nist-field__items">
|
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<div class="nist-field__item">
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<article
|
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about="/blogs/blogrige/authors/christine-schaefer" 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/christine-schaefer" hreflang="en"><img loading="lazy" src="/sites/default/files/styles/thumbnail/public/images/2017/10/25/Christine-Schaefer-2016.jpg?itok=5neDOeBx" width="100" height="100" alt="Picture of Christine Schaefer" typeof="foaf:Image" />
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|
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<h3 class="nist-teaser__title"><a href="/blogs/blogrige/authors/christine-schaefer"><span>Christine Schaefer</span>
|
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</a></h3>
|
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|
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</header>
|
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<div class="nist-teaser__content">
|
||
<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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class="nist-block__title"
|
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>Related posts</h2>
|
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<div><div class="js-view-dom-id-e5b4f4b77a795a19b10963177e781f8043070c549988cfc1bc6b33fbbc14bae4">
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<article
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about="/blogs/blogrige/100-satisfaction-guaranteed" class="nist-teaser"
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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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<header>
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<h3 class="nist-teaser__title"><a href="/blogs/blogrige/100-satisfaction-guaranteed"><span>100% Satisfaction Guaranteed</span>
|
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</a></h3>
|
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<div class="nist-teaser__date">
|
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<div class="daterange"><time datetime="2025-02-18T12:00:00Z">February 18, 2025</time>
|
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</header>
|
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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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about="/blogs/blogrige/more-reasons-apply-be-2025-baldrige-examiner" class="nist-teaser"
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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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</div>
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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/more-reasons-apply-be-2025-baldrige-examiner"><span>More Reasons to Apply to Be a 2025 Baldrige Examiner</span>
|
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|
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<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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</header>
|
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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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|
||
</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
|
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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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|
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</a>
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</div>
|
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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>
|
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</a></h3>
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<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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</header>
|
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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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