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If It Ain’t Broke,

If It Ain’t Broke,. Break It!. Matt Fleming President, MidwayUSA. My Purpose. Successfully embrace and implement:. Key Take- Aways Baldrige CAN’T be delegated Employees MUST be engaged Baldrige is a lifestyle. About MidwayUSA. Family-owned, established 1977

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If It Ain’t Broke,

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  1. If It Ain’t Broke, Break It! Matt Fleming President, MidwayUSA

  2. My Purpose • Successfully embrace and implement: • Key Take-Aways • Baldrige CAN’T be delegated • Employees MUST be engaged • Baldrige is a lifestyle

  3. About MidwayUSA • Family-owned, established 1977 • Catalog and internet sporting goods retailer • 150,000 square feet of office and warehouse • 100,000 products • 800 Vendors • 5,000 packages/day • 350 Employees

  4. Our Results • Goals = Stakeholder satisfaction • Customer satisfaction = 93% • Employee satisfaction = 82% • Vendor satisfaction = 94% • Average sales growth = 26% (2004 – 2010) • Average profit growth = 54% (2004 – 2010) • Missouri Quality Award in 2008 • Baldrige Award in 2009 (first attempt) • Productivity increased

  5. Baldrige = Success

  6. Baldrige = Success

  7. Why Baldrige? • Baldrige is Hard work • Better results • Sustainability • Achieve our vision Vision To be the best-run business in America for the benefit of our Customers by systematically practicing modern leadership and management principles

  8. It Starts at the Top • Our CEO is the Baldrige “champion” • Senior Leaders are Baldrige criteria experts • Senior Leaders are Baldrige category experts • Unwavering commitment of all Senior Leaders • We implemented Baldrige from the top-down • Our CEO is the primary driver of Baldrige

  9. The Challenge “We will apply for and win the MQA award in 2008 and the Baldrige award in 2009.” -Larry Potterfield (2006)

  10. The Approach • Receiving the Baldrige National Quality Award is a Shareholder Key Requirement • Adopted Baldrige Glossary of Key Terms • Regular Monthly Baldrige Category Meetings • Baldrige-aligned Strategic Planning Process

  11. We Were Voluntold…

  12. The Examiner Process • Employees as Examiners helps deploy Baldrige • All Senior Leaders are trained Examiners • All key Employees are trained Examiners • Systematic process for Examiner selection • Choose key Employees as Examiners • “The Tipping Point” (2007)

  13. Trained Examiner Measure

  14. Reward & Recognition • We celebrate Examiner participation • We fully support Examiner participation • We formally recognize Examiner participation • Profit Sharing rewards Examiner participation

  15. Leadership Development • Examiner participation helps develop Leaders • Recognized by Leadership Excellence magazine as a top-ten government/leadership program • Examiner participation is part of our Leadership Development Program and considered training • Part of Personal Development Plans • On every Career Map • Employees rotate on and off as Examiners

  16. Team Building • Baldrige breaks down silos • Everyone aligns around common goals • Less compartmentalization • Self-assessment teams

  17. Self-Assessment Measure

  18. Take-Aways • Commit to Baldrige Lock, Stock & Barrel 1. Baldrige MUST be led from the top 2. Every Employee SHOULD be involved in Baldrige 3. YOU HAVE TO make Baldrige a part of your Culture

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