by John West The execution of best practices and quality standards in US, China, and other parts of Asia is critical in many industries that are undergoing major transitions such as healthcare, research, transportation, environment, food, and water. AmAsia3 mission in Healthcare is to promote and enable transformational international exchange, commercial growth, and sustainability by working with World Class Healthcare organizations and Associations, and Asian government officials, holding companies, and healthcare enterprises whose vision is to provide high quality services on the global stage. One of the best ways to assure the sustainability and resilience of your health care organization is to practice performance excellence every day of every year. The highest health care, business, and education award in the United States is the Baldrige Performance Excellence Program. The Baldrige "Criteria for Performance Excellence" can be used to assess health care organizations or help to apply for the national awards in different countries. AmAsia3 member John West introduces components of the "Criteria for Performance Excellence" and the first category, leadership in this 7 part series. John served as a member of headquarters management at a Fortune 500 company and has been an international management consultant for many years helping organizations around the world use performance excellence to continuously improve.

1. ®
World Class
Health Care

2. ®
AmAsia3 fuses best practices from commercial operations with a deep
knowledge of regional markets, local communities, and cultures. We
work with our clients to build world class healthcare and other
organizations that bring products and services to market and into the
hands of satisfied customers across the globe. Senior consultants work
to optimize global capabilities, create a cost-effective infrastructure, and
solidify a local, dependable base of operations. This ensures a higher
level of customer responsiveness and satisfaction, culturally intelligent
products, and valuable insights into market conditions and
opportunities for future growth.
AmAsia3 Value Proposition

3. ®
Introduction – Presenter
John R. West
AmAsia3 Management Consultant
International
Management
Consultant
• 15 + years
• All Industries
• Assessments
• Performance
Excellence
• Customer
Satisfaction
• Problem Solving
• Led 5 Clients to
win Dubai Quality
Award
Experience
FedEx
• Global Quality
Manager
• Ombudsman for
the Customer
• Led FedEx to be
1st Baldrige
Winner in Service
Category
Volunteer
• President Bush
41- Points of Light
Award
• Hands on
Network
• Business As
Mission

4. ®
Introduction
Attaining Performance Excellence
• Country awards/programs
– World Class assessment tools
– Criteria very objective
– Leads to world class performance
The material in the following slides is used with permission of
the Baldrige Performance Excellence Program. 2013. 2007
Criteria for Performance Excellence. Gaithersburg, MD: U.S.
Department of Commerce, National Institute of Standards
and Technology. Obtain a copy of the full Criteria at
www.nist.gov/baldrige/publications/criteria.cfm

5. ®
Health Care Criteria for Performance
Excellence
Seven Categories
1. Leadership
2. Strategic Planning
3. Focus on Patients, Other Customers &
Markets
4. Measurement, Analysis, Knowledge
Management
5. Workforce Focus
6. Process Management
7. Results

6. ®
Category 1 – Leadership
1. Senior Leadership
a. Vision and Values
1) How do they set and deploy these?
2) Are their own actions aligned with these?
3) How do they create sustainability?
4) How do they promote patient safety?
Health Care Criteria for Performance
Excellence

7. ®
Category 1 – Leadership
1. Senior Leadership
b. Communication and Performance
1) Engaging workforce, two way communication
and reward/recognition
2) Focus on action, performance measures and
value for patients
Health Care Criteria for Performance
Excellence

8. ®
Category 1 – Leadership
2. Governance & Social Responsibilities
a. Organizational Governance
1) Management & Fiscal accountability,
transparency, independent audits, and
protection of stakeholder interests
2) Performance evaluation of senior leaders and
governance board
Health Care Criteria for Performance
Excellence

9. ®
Category 1 – Leadership
2. Governance & Social Responsibilities
b. Legal and Ethical Behavior
1) Addressing potential adverse impacts, public
concerns and compliance requirements and
potential risks.
2) Promoting and ensuring ethical behavior
throughout the organization and with
stakeholders.
c. Support of Key Communities and Community
Health
Health Care Criteria for Performance
Excellence

10. ®
This concludes the Leadership category of the
Baldrige Health Care Criteria for Performance
Excellence.
For questions, or comments, or for assistance in
having your organization assessed to start on the
road to improvement, you may contact John by
e-mail – jwest@amasia3.net
Next, we will present the Strategic Planning Category.
Health Care Criteria for Performance
Excellence