Journey to Excellence: An Inside Look at the Baldrige National Quality Award the Tennessee Business Excellence Award and Caterpillar Financial

Journey to Excellence An Inside Look at the Baldrige National Quality Award Andrei Apruda Brent Driver Zach Evans

Who? What? When? Where? How? Why?

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Stock Market Success ,[object Object]

The Criteria Focus on Results ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

The Path to Excellence ,[object Object],[object Object],[object Object]

The Process The Voyage The Experience The Passage The Journey

Chugach School District ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

1994 : Chugach chooses Baldrige ,[object Object],[object Object],[object Object],“ Onward to Excellence”

Results ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Results (cont’d) ,[object Object],[object Object],[object Object],[object Object]

2001: Baldrige chooses Chugach ,[object Object],[object Object]

TNCPE Overview ,[object Object],BALDRIGE NATIONAL QUALITY AWARD

TNCPE Overview (cont’d) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

TNCPE overview (cont’d) ,[object Object],[object Object],[object Object]

2003 Criteria ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

2003 Criteria (Cont’d) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

2003 Criteria (Cont’d) ,[object Object],[object Object],[object Object],[object Object],[object Object]

Membership ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Corporate Member Listing BRONZE Baptist Health System of East Tennessee, Knoxville Thompson and Company, Memphis Cookeville Regional Medical Center, Cookeville Wackenhut Services, Inc., Oak Ridge Wellmont Health System (Oak Ridge Team), Kingsport Eaton Aeroquip, Gainesboro First Tennessee Bank, Memphis

Corporate Member Listing (cont’d) SILVER BellSouth, Nashville Federal Express, Memphis Memphis Light, Gas & Water, Memphis

Corporate Member Listing (cont’d) GOLD Dana Corporation, Tennessee Covenant Health System, Knoxville

Corporate Member Listing (cont’d) PLATINUM Bristol Tennessee Electric System, Bristol Fleetguard, Inc., Nashville Pal’s Sudden Service, Kingsport Tennessee Valley Authority, Knoxville Eastman Chemical Company, Kingsport Caterpillar Financial Services, Nashville

Benefits as a Member of TNCPE ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Membership is not required for Tennessee organizations to participate in the Award Process, however, for those applicant participants external to Tennessee, Center membership is required.

Excellence Award recipients ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Caterpillar Financial Services Corporation

“ We are very honored to have won this award, we are committed to business excellence and processes that provide world class service to our customers and dealers worldwide. This award, together with, our record business results, and leadership in the financial services industry demonstrate that we are headed in the right direction, and our employees are committed to providing world class service." President of Caterpillar Financial Services Corporation James S. Beard

Caterpillar Financial Case Study

Background of Dan Walsh ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

How does the department work together? ,[object Object]

A Day in the Life of Dan Walsh ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Culture of Caterpillar Financial ,[object Object],[object Object],[object Object],[object Object]

Changing Culture ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Affect on Caterpillar Financial ,[object Object],[object Object],[object Object],[object Object]

Affects (cont.) ,[object Object],[object Object]

Affects (cont.) ,[object Object],[object Object],[object Object],[object Object],[object Object]

Journey to Excellence: An Inside Look at the Baldrige National Quality Award the Tennessee Business Excellence Award and Caterpillar Financial

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Journey to Excellence: An Inside Look at the Baldrige National Quality Award the Tennessee Business Excellence Award and Caterpillar Financial