Partners in Performance Excellence


Partners in Performance Excellence Announces 2016 Award Recipient


December 26, 2016: Partners in Performance Excellence is pleased to announce that VA Boston Healthcare Systems (VABHS) is a recipient of the 2016 Platinum Award for Performance Excellence. Thoroughly examined through the same rigorous process and guidelines of the national Malcolm Baldrige Award for Performance Excellence, VA Boston Healthcare Systems of Massachusetts was recognized for their leadership, workforce engagement, and favorable customer and workforce experience outcomes as they pursue their journey to Operational Excellence. Through the integration of several facilities in eastern Massachusetts in 2000, VABHS was formed to improve quality of care and reduce the cost of healthcare for Veterans in the Boston area. VABHS consists of three major campuses that are located in Jamaica Plain, West Roxbury, and Brockton as well as five outpatient clinics located in Framingham, Boston, Lowell, Quincy, and Plymouth. VABHS is a tertiary care facility for the VA New England Healthcare System. With over 4,050 members in its workforce and an additional 2000 volunteers, VABHS provides primary, tertiary, secondary, extended care services and telemedicine to Veterans.


"We work hard to deliver high quality care in a patient centered manner and are always improving our customer service skills. Ultimately though, the effort is less about chasing numbers or awards and more about improving the quality of a Veteran's experience,” said Vincent Ng, Director, VA Boston Healthcare System. Boston has increased access, extended clinics, quickened the hiring process and improved key aspects in mental health care that allow patients to get same-day help; when they need it. "Veterans in the Boston area are very comfortable coming here with the quality of care they're receiving," Ng said. "We have the outcomes to show that we're providing Veterans high quality care from a dedicated workforce and convenient access.”


Partners in Performance Excellence, is a Baldrige Enterprise Member serving Massachusetts, New York, Connecticut, and Rhode Island, and supports organizations committing to, and focusing on, long-term sustainability and overall organizational performance excellence using the proven, world-class framework of the Baldrige Criteria for Performance Excellence. Partners in Performance Excellence provides quality offerings including award programs at various entry points, education and training, and other leadership resources. The award programs include feedback provided by objective, trained examiners who identify organizations’ strengths and opportunities for improvement.


For additional information about Partners in Performance Excellence, please contact Bill Self, Acting Chair, at


PiPEx Holds Successful "Charting the Path to Excellence" Conference


A recent conference hosted by PiPEx received high accolades from its more than 100 attendees, who came away inspired to test new ideas in their own journey to performance excellence. “Charting the Path to Excellence” was held at Bryant University in Smithfield, Rhode Island, and included presenters from an array of industries, many of whom are Malcolm Baldrige National Quality Award winners. From healthcare and nonprofit to service and educational organizations, their stories sparked ideas and featured new concepts.


Dr. Glenn Crotty of Charleston Area Medical Center kicked off the day with an opening keynote presenting on “Transforming Care Together.” The Charter School of San Diego’s Jackie Robertson and Wade Aschbrenner proved that “Listening to Your Customers Really Does Improve Results.” Dr. James Partin and Emily Padula of Hill Country Memorial shared their performance-climbing strategies in “Achieving Remarkable Results the Baldrige Way.” Carla Wolfe of Elevations Credit Union presented “Moving from Tribal Knowledge to a Process Culture” tapping into the knowledge of just a few people to engage the entire workforce in transforming the organization with its process-shared culture. “Change How You Think About Millennials In The Workplace” revealed insights and success stories in employee retention as presented by Allyson Young at K & N Management, an Austin-TX-based restaurant chain.


The midday keynote speaker, Dr. Harry Hertz, director emeritus of the Baldrige program, shared “Senior Leadership Excellence: The Foundation for Transformational Change and Social Responsibility.” Allison Carter of PricewaterhouseCoopers Public Sector presented new ways to “Transform Your Talent” in employee development. In “Building Effective Customer Relationships,” Mid-America Transplant’s Linda Martin described their customer-focused improvements. Kay Kendall closed the conference with her fascinating look at “Baldrige Award Winning Leadership and Employee Engagement.”


The audience “came away with a lot of ideas, and I want to learn more to improve our company” and were inspired by what they heard. Feedback also indicates that it was an “excellent conference with great topics - hope to employ these ideas at our organization.”  


The Silver Award for Performance Excellence was presented to the Orange Regional Medical Center of Middletown, New York. The Award for Process Excellence was bestowed upon Raytheon Integrated Defense Systems (IDS), Material Verification and Test Department. 








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