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nist-gov/www.nist.gov/blogs/blogrige/car-dealership-helps-other-organizations-run-better
Scott Williams 4063bef310 Initital commit.
2025-03-05 18:59:57 +00:00

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<h1 class="nist-page__title">A Car Dealership That Helps Other Organizations Run Better</h1>
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<div class="daterange"><time datetime="2018-02-22T12:00:00Z">February 22, 2018</time>
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<span>By: </span>
<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/2019/08/21/don-chalmers-ford-dealership.jpg?itok=vtthJTNG" width="960" height="600" alt="Don Chalmers Ford employee under vehicle changing the oil of a car." title="Don Chalmers Ford Dealership Helping Others Run Better blog photo" typeof="foaf:Image" />
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<span class="nist-image__credit-label">Credit:</span>
Don Chalmers Ford
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<img alt="head shot of Lee Butler" height="220" loading="lazy" src="/sites/default/files/styles/220_x_220_limit/public/images/2019/08/21/lee_butler.jpg?itok=WrhhC9bQ" typeof="foaf:Image" width="157">
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<figcaption class="nist-image__caption">Lee Butler<br><br>
Don Chalmers Ford<br><br>
2016 Baldrige Award Recipient</figcaption>
</figure>
How did a car dealership in New Mexico earn&nbsp;America’s&nbsp;most prestigious award for business&nbsp;excellence?&nbsp;The last time we interviewed Lee Butler of <a href="https://www.nist.gov/baldrige/don-chalmers-ford">Don Chalmers Ford</a> (DCF), he described the company’s&nbsp;<a href="https://www.nist.gov/blogs/blogrige/yes-you-can-learn-about-ethics-car-dealer">methods for&nbsp;ensuring&nbsp;ethical behavior</a>,&nbsp;among other exceptional&nbsp;practices that helped the small business&nbsp;earn the <a href="https://www.nist.gov/baldrige/baldrige-award">Baldrige Award</a> in <a href="https://www.nist.gov/news-events/news/2016/11/four-us-organizations-receive-nations-highest-honor-performance-excellence">2016</a>. DCF continues today to demonstrate the&nbsp;commitment of its&nbsp;founder, Don Chalmer, to “customers, quality, and community.”<br>
&nbsp;
<p>Beyond its business of selling cars, the national role model helps organizations in other states and other sectors improve and excel, too. To that end, at the Baldrige Program’s annual <a href="https://www.nist.gov/baldrige/qe">Quest for Excellence® conference</a> in April, Butler will lead the session “Driving&nbsp;Forward with Systematic Leadership.” In a recent exchange (captured below), Butler described&nbsp;his upcoming presentation and his perspective on the <a href="https://www.nist.gov/baldrige/publications/baldrige-excellence-framework">Baldrige framework</a>.</p>
<p><strong>Please briefly describe what attendees will learn at your conference session.</strong></p>
<p>We will focus on sharing our journey to performance excellence. This will include sharing our systematic approach to leadership while building a truck in the process to make it more fun. Attendees will learn the importance of persistence and [DCF’s] slow and steady approach.</p>
<p><strong>What are some examples of how you’ve seen organizations (or your own Baldrige Award-winning organization) benefit from this concept?</strong></p>
<p>We have benefited due to the systems perspective of our business and the processes that support those systems. We lost our owner Don Chalmers to cancer on Easter of 2014; in 2016, we won the Baldrige Award. This [demonstrates] the value of&nbsp;being systems-focused as an organization so that when someone like Don&nbsp;is no longer with us, the vision, values, and systems are in place so that the dealership is sustainable through mature systems [that are] not people-dependent.</p>
<p><strong>What are your top tips for introducing or sustaining use of the Baldrige Excellence Framework (including the Criteria for Performance Excellence) to promote an organization’s success?</strong></p>
<ol><li><strong>Get leadership commitment</strong>. If you are doing a Baldrige assessment&nbsp;for the award and that’s all your organization’s&nbsp;leadership wants, two things will happen: (1) you won’t make improvement a core approach to your business, and (2) you won’t win the award.</li>
<li><strong>Start with documenting a critical business&nbsp;system per Criteria&nbsp;category each year.</strong> Develop the key results to ensure that the system is meeting its intended purpose. I would start with the leadership system from category 1, and then document&nbsp;five more systems,&nbsp;like strategic planning, customer engagement, performance measurement, workforce engagement, and work process improvement. Then I’d do six more the next year. After five years, you should have most of your critical business&nbsp;systems&nbsp;documented, with the corresponding results.</li>
<li><strong>Get frontline employees involved early in the process.</strong> I would label&nbsp;it “our business model for performance excellence” and “the way we do business.” I would not label it “Baldrige.” That makes it seem like something new; yet you’re really just documenting what you already do and improving it.</li>
</ol><p><strong>What is your “elevator pitch” about the Baldrige framework and/or assessment approach? In other words, what do you say to a group of senior leaders who are unfamiliar with the Baldrige framework if you have just a few minutes to tell them something about it?</strong></p>
<p>I say, “I’m sure you would NOT want to improve employee satisfaction, customers satisfaction, and your bottom line. I’m guessing you are accomplishing all of your goals, and all employees are meeting theirs.”</p>
<p>“But if they are not, wouldn’t you want to have the approach to get better? Have I got a gift for you: the Baldrige Excellence Framework. We use it, and we have obtained benchmarks levels of customer and employee satisfaction.”</p>
<p><strong>Similarly, what do you say to business students about the Baldrige framework? </strong></p>
<p>If you have learned a lot of great theories on how to manage a business, and if you would like a real tool to help make your career soar and make you more marketable on your resume, become a Baldrige examiner. This will provide you master’s degree-level experience that will teach you more than any business book can.</p>
<p><strong>When did you first hear about the Baldrige framework? </strong></p>
<p>In 1993 while [I was working] at Honeywell, the corporation decided to use the Baldrige&nbsp;Criteria to help its operating units become more effective. We wrote our first Baldrige Award&nbsp;application that year and then applied at the state level through Quality New Mexico [a state-level, Baldrige-based award program. I’ve&nbsp;never looked back.</p>
<p><strong>Are there ways you’ve applied in your personal life&nbsp;what you’ve learned from using&nbsp;the Baldrige framework in your work? </strong></p>
<p>This learning&nbsp;makes you think differently and realize how many opportunities there are to develop approaches to improve stakeholder satisfaction and engagement. When I interact with companies and businesses in my life beyond DCF, I have to be careful—for example, when I get bad service as a customer—not to say, “Haven’t you read the Baldrige Criteria?”</p>
<p>Also, I did try to develop a family mission statement once and failed miserably.</p>
<p><strong>As a Baldrige Award recipient committed to sharing best practices with others, your organization gets&nbsp;inquiries from others striving for improvement. Would you please tell us about some of those?</strong></p>
<p>We have had people from Chicago, New Zealand, Texas, and Arizona visit us to hear our story. We also received a call from a water utility in Virginia who is using the Baldrige&nbsp;framework, and we are assisting them on their journey through our consulting branch.<br>
&nbsp;</p>
<hr><h4>COME. LEARN. NETWORK. ENGAGE.</h4>
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<h2>Quest for Excellence® Conference</h2>
<p><strong>BALTIMORE | April 8–11, 2018</strong><br>
Join us for the <a href="https://www.nist.gov/baldrige/qe">30<sup>th</sup> Anniversary Quest for Excellence Conference</a> showcasing the best practices of the 2017 Baldrige Award recipients!</p>
<h4>AWARD CEREMONY</h4>
<p><strong>Sunday, April 8</strong><br>
Join us Sunday evening for the Award Ceremony and Dinner honoring the 2017 recipients.</p>
<p><a href="https://www.nist.gov/baldrige/qe/quest-registration">Register Now</a> | <a href="https://www.nist.gov/baldrige/qe/quest-hotel-and-travel">Book Your Hotel Room</a></p>
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<a href="/blogrige-categories/award-recipients" hreflang="en">Award Recipients</a>, <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> and <a href="/blogrige-categories/self-assessing" hreflang="en">Self-Assessing</a></div>
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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&nbsp;communications. She also has been highly involved in&nbsp;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&nbsp;Echols Scholar and a double major, receiving highest distinction for her&nbsp;thesis in the interdisciplinary Political &amp; Social Thought Program. She also has a master's degree from Georgetown University, where her studies and thesis focused on&nbsp;social and public policy issues.&nbsp;</p><p>When not working, she&nbsp;sits in&nbsp;traffic in one of the most congested regions of the country, receives consolation from her&nbsp;rescued&nbsp;beagles, writes poetry, practices hot&nbsp;yoga, and tries&nbsp;to cultivate&nbsp;a&nbsp;foundation for three&nbsp;kids to direct&nbsp;their own lifelong learning (and to PLEASE STOP YELLING at&nbsp;each other—after all, we'll never end wars if we can't even make peace at home!).</p></div>
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