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Results with Baldrige in Service

(links are to organization profiles)

Premier Inc. (PDF)
  • Hospitals in the Premier alliance validated more than $2.5 billion in savings.
  • Customer satisfaction levels exceeded 90%.
  • Operating income per employee grew from $144,000 to $225,000.

DynMcDermott Petroleum Operations Company (PDF)
  • Following Hurricane Katrina, operations relocated from New Orleans to Beaumont, Texas, and within five days began delivering oil.
  • Workdays lost due to injury were 0.6 per 200,000 worker hours, compared to the national average of 4.8.
  • Hazardous waste decreased from 3,802 to 515 total pounds, below the goal of 539.

Caterpillar Financial Services Corp. (PDF)
  • Assets and profit increased 34% and 54%, respectively, during an industry decline.
  • Customer satisfaction levels exceeded industry and world-class benchmarks.
  • 80% of employees said they would recommend Caterpillar as a good place to work.

Boeing Aerospace Support (PDF)
  • Annual revenue more than doubled from 1999 to 2003.
  • Product and service requests were met within three days of receipt.
  • Cash awards paid to employees for extraordinary performance tripled.

Operations Management International, Inc.
  • Total revenue grew an average of 15% annually, triple that of the organization’s top competitor.
  • Associate turnover decreased from 25.5% in 1994 to 15.5% in 1999.
  • Customer satisfaction showed an eight-year improvement trend.

Ritz-Carlton Hotel Company, LLC
  • 99% of guests surveyed said they were satisfied.
  • Any employee could spend up to $2,000 to immediately correct a problem or handle a complaint.
  • Pretax return on investments and earnings nearly doubled.

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