For Immediate Release: June 27, 2017
Leader touts award program’s framework, focus on customer service.
CHESTERFIELD, Mo. – Two-time Baldrige National Quality Award recipient MidwayUSA in Columbia, Mo., achieved that distinction by involving employees in establishing the vision and goals that reflected the company’s values, CEO Larry Potterfield said Tuesday morning.
Potterfield was the keynote speaker at the St. Louis Baldrige Community of Excellence event at Logan University in Chesterfield. Around 75 people representing several businesses attended the gathering which was co-sponsored by Logan University and the Midwest Excellence Institute (MEI).
Sherry Marshall, MEI’s CEO, lauded Potterfield for sharing the story of how MidwayUSA used the Baldrige Excellence Framework to go from “a small retail store” to an industry-leading retailer for shooting, reloading, gunsmithing and hunting products. MidwayUSA received the 2008 and 2015 Missouri Quality Award and the 2009 and 2015 Malcolm Baldrige National Quality Award.
MEI, an affiliate of Primaris Healthcare Business Solutions, is the Missouri and Kansas state level partner of the National Baldrige Performance Excellence Program, established by President Ronald Reagan and Congress in 1987.
Potterfield encouraged attendees at Tuesday’s event to involve employees in the Baldrige framework and referred to MidwayUSA as the “purest Baldrige colony on the planet.”
He discussed the importance of strong vision and values, establishing goals, strategic planning, Baldrige-aligned employee satisfaction surveys, process management, and results – all aimed at customer service.
The Baldrige and Missouri Quality awards are based on specific criteria involving leadership, strategic planning, customer and employee engagement and a variety of other factors that drive improved performance.
Marshall said Baldrige recipients are recognized as “industry role models, setting a standard for employee engagement, efficiency and high customer satisfaction ratings.”
The Midwest Excellence Institute is a Baldrige-driven consulting firm that specializes in helping businesses achieve performance excellence.