President and Commerce Secretary Announce
Recipients of Nation’s Highest Quality Award
WASHINGTON, DC — November 21, 2002:
||WASHINGTON, DC — November 21, 2002:
resident George W. Bush and Commerce Secretary Don Evans today announced three winners of the 2002 Malcolm Baldrige National Quality Award, the nation’s premier award for performance excellence and quality achievement. For the first time in the history of the Baldrige awards, a winner was named in the health care category.
The 2002 Baldrige Award recipients are: Motorola Inc. Commercial, Government and Industrial Solutions Sector, Schaumburg, Ill. (manufacturing category); Branch-Smith Printing Division, Fort Worth, Texas (small business category); and SSM Health Care, St. Louis, Mo. (health care category).
“The three 2002 Baldrige Award winners are role models of world-class excellence, and they have achieved extraordinary results. The men and women of these organizations represent the highest ethical standards in public responsibility and corporate stewardship. I am particularly pleased to join the President today in announcing a first-time winner in health care,” said Evans.
These three organizations are expected to receive the Baldrige Award in a ceremony in Washington, D.C., early next year.
The Malcolm Baldrige National Quality Award is given to U.S. organizations that have exemplary achievements in seven areas: leadership, strategic planning, customer and market focus, information and analysis, human resource focus, process management, and results.
All applicants for the Baldrige Award undergo a rigorous examination process that involves a minimum of 300 hours of review by an independent board of examiners primarily from the private sector. Final-stage applicants receive about 1,000 hours of review and are visited by teams of examiners to clarify questions and verify information. Each applicant receives a report citing strengths and opportunities for improvement.
Named after the 26th secretary of Commerce, the Malcolm Baldrige National Quality Award was established by Congress in 1987 to enhance the competitiveness of U.S. organizations. The award promotes excellence in organizational performance, recognizes the quality and performance achievements of U.S. organizations, and publicizes successful performance strategies. It has five categories: manufacturing, service, small business, education and health care. The award is not given for specific products or services. Since 1988, 49 organizations have received the Baldrige Award.
The Baldrige program is managed by the National Institute of Standards and Technology (NIST) in conjunction with the private sector. As a non-regulatory agency of the U.S. Department of Commerce’s Technology Administration, NIST develops and promotes measurements, standards and technology to enhance productivity, facilitate trade and improve the quality of life.
President Bush Names Branch-Smith Printing
Recipient of 2002 Baldrige Award
||FORT WORTH, Texas — November 22, 2002:
resident Bush and Commerce Secretary Don Evans today named Branch-Smith Printing the recipient of the 2002 Malcolm Baldrige National Quality Award. The coveted Baldrige Award is the nation’s premier award for performance excellence and quality achievement. Branch-Smith Printing was recognized in the small business category; two other winners were named in the categories of manufacturing and healthcare. Formal presentation of the award will occur at a ceremony in Washington, DC in 2003, and date to be announced.
The award is the business world’s most prestigious honor, named after the former Secretary of Commerce. It was established in 1987 in response to competitive threats by perceived higher levels of quality in the Japanese automotive industry, to recognize American companies that achieved the highest standards in quality. The award is presented annually although not necessarily in every category to companies with exemplary achievements in seven areas: leadership, strategic planning, customer and market focus, information and analysis, human resource focus, process management, and results.
Branch-Smith Printing is a fourth-generation family business, based in Fort Worth since its inception in 1910. The company provides full-service printing for corporate and publication customers and specializes in bound materials such as magazines, directories, catalogs, and books. The company employs a staff of 70, all of whom company president David Branch credits with achieving this exclusive national recognition.
“We are incredibly honored to receive this award,” commented David Branch, “but I have to tell you, in no way did my management team or I do it alone. Every day when we come in the door, we work with a dedicated group of highly professional employees. Their commitment to understanding our customers needs, fulfilling our role in helping our customers meet their goals, and in delivering a superior product is what makes us successful. I am proud to share this award with them.”
In his congratulatory letter to Branch-Smith Printing, President Bush wrote, “The Baldrige Award honors American businesses and organizations that have demonstrated an unparalleled commitment to quality and performance improvement. In earning this prestigious award, this year’s recipients reflect the values that Malcolm Baldrige embodied during his service to our Nation as the Secretary of Commerce and throughout his life, integrity, excellence, principled leadership, sound judgment, and responsibility. I commend honorees for their outstanding accomplishments and contributions to our society.”
Branch-Smith Printing Understands Its Role in Modern Communications:
Succeeding as a graphic arts company today is fraught with challenges. In addition to the pressure caused by the current economic slowdown, the graphic arts industry has been in the midst of a dramatic paradigm shift in the last decade, as the industry shifts from its long-standing craftsman approach to one of the most highly technical and digitized industries in the world. At the same time, society is changing the way it communicates. Branch-Smith Printing has understood its changing role, viewing itself fully as a communications company and less as “putting ink on paper.” It’s innovative management techniques and extended value to customers have enabled it to be a long-term industry profit leader.
It has, for instance, used such tools as the landmark McKinsey study on the printing industry to crystallize its market niche. The company actively pursues customers whose printing needs may be too small for a larger competitor, but fit squarely within Branch-Smith’s competencies: high-end sheetfed printing for multi-page documents.
Branch-Smith Printing is a performance leader on many fronts, including financial. Its sales growth rates have outperformed those of the industry since 1998, as reported monthly by the National Association for Printing Leadership’s Printing Business Panel. Branch-Smith Printing experienced a 72 percent growth, over four years and held that gain in 2002.
Innovative management techniques:
The Baldrige Award also recognizes Branch-Smith Printing’s management excellence in working with both its customers and its employees. The company achieves its rigorous quality standards through a systematic complaint process, routine customer satisfaction surveys, regular meetings with key customers, and a customer plan and an online “Goldmine” database that identifies and maps the needs of specific customers.
Management applies the same thought and satisfaction standards to its employees. It demonstrates its deep commitment to employees through an annual employee satisfaction survey, systematized performance appraisals, and by retaining its workforce even during economic slowdowns. The company benchmarks its employee satisfaction and turnover levels; and not surprisingly, its turnover rate is low. The positive effect these and many other activities have on employee commitment and morale can be measured in hard numbers: Value-added sales-per-employee has increased 33 percent during the last five years.
Benchmarking against its own performance is an important part of daily business. The company measures a wide variety of standards, capturing them in three key areas: customer satisfaction, employee satisfaction, and business results. It changed the way it approached management a few years ago, when it established employee teams and committees that review various operational areas and make ongoing suggestions about improving practices and procedures. “Our goal is to continue to improve the ways in which we understand our customer's needs, to create measurable ways to address them, and to find the true solutions to their problems,” explained David Branch.
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