Building and Sustaining a Culture of Quality


M13 - Critical Systems: High Performance Using Baldrige

Monday, April 30
12:15 PM - 2:30 PM
Location: Sheraton Grand Ballroom C

Level: Intermediate

Learn how the Charleston Area Medical Center (CAMC) hardwired and sustained high performance at this workshop, and see how a Baldrige winner developed critical systems to improve their performance. The linkage of Baldrige to critical business systems was the tipping point, and brought clarity to Baldrige criteria without the need to be a criteria expert. Strategic planning is the epicenter that results in goals deployed down to every employee. The deployment and visual display of data in all areas will also be described. This workshop will also explain how CAMC, once it won the Baldrige Award, sustained and improved its level of excellence. The workshop will allow participants to assess their own status and take a tool home. Results achieved will also be reviewed.

Learning Objectives:

Glenn Crotty

Dr., Senior Baldrige Examiner

Chief Operating Officer
Charleston Area Medical Center
Charleston, West Virginia

Dr. Glenn Crotty Jr is the Executive Vice President and Chief Operating Officer of the Charleston Area Medical Center Health System, Inc. CAMC is a tertiary teaching hospital in central WV with 175 residents is 15 programs. CAMC serves as the safety net facility for souther and central WV with its Level 1 American College of Surgeons certifited trauma center, Level 3 NICU and PICU services, largest open heart program in WV and largest cancer program in WV.
CAMC is the 2015 Baldrige National Quality Health Care Recipient and has been recognized by Quality Rating Organizations: Heathgrades as a top 5% hospital for the past 3 years along with being a Becker's top hospital. Dr. Crotty has championed CAMC's efforts in performance improvement with lean and six-sigma and championed CAMC's efforts with Brenda Grant to achieve the Baldrige recognition.
Dr. Crotty is an Endocrinoligist in prior training, an alumni Baldrige Examiner, a clinical volunteer at WV Health Right a clinic for those without insurance and a member of the board of directors of the Parternship for Excellence Baldrige program for Ohio, Indiana and West Virginia.


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Laura Kinney

Signature Healthcare
Halifax, Massachusetts

Laura Kinney, Vice President Operational Excellence /Lean at Signature Healthcare in Brockton, MA is a long-time member leader of ASQ and the Baldrige community. After decades of using process improvement approaches and the Baldrige criteria for performance excellence to help organizations improve and mature, Laura continues to use Baldrige to help develop staff and future leaders by expanding the view of quality to look at the entire organization and using systems thinking to bridge planning processes to improvement work to staff development and improved performance at all levels. Laura moved to healthcare in 2002 after implementing QS-9000 and ISO 9000 in many automotive, manufacturing and service organizations for several years. She spent over a decade in Washington State in progressive leadership roles with MultiCare Health System and Virginia Mason Memorial and then headed East to help Geisinger Health set up a lean transformation department prior to accepting her current position at the hospital where she was born. Laura has been a national and/or state/regional Baldrige examiner since 2002 and an ASQ member since 1998.


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M13 - Critical Systems: High Performance Using Baldrige

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