”turbo-charging” your baldrige assessment with business systems simulation: redesigning the customer value chain
John R. Latham
Richard Schuttler
description
This session “chunks” the Baldrige assessment into manageable but meaningful projects and highlights one of the “golden threads.” The customer value chain is the economic engine of the organization and includes: customer requirements; product and service development, production, and delivery; customer service and satisfaction; and key support processes. The documentation, assessment, simulation, and improvement of this value chain is critical to Baldrige and your business.
learning objectives
- Participants will be able to “chunk” a Baldrige assessment into manageable but meaningful projects such as the Customer Value Chain (Categories 3 and 6)
- Participants will be able to “connect the dots” using workbook templates to document their own organization’s value chain.
- Participants will understand how the Baldrige Maturity model is used as a road map to higher level learning and system refinement.
- Participants will understand how experimentation with computer mapping and simulation can be used to enhance the traditional paper-based Baldrige assessment by identifying key leverage points for improvement and then testing proposed solutions prior to implementation.
downloads
Presentation Slides - Download
Agenda - Download
conference
6th Annual California Awards for Performance Excellence - Educational Conference and Awards Ceremony
“Setting Sail for Excellence”
Mission Valley Marriott Hotel
San Diego, California
March 2, 2000