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2015 Casey Comprehensive Care Center for Veterans Case Study

2015 Casey Comprehensive Care Center for Veterans Case Study Cover Page

2015 Casey Comprehensive Care Center for Veterans Case Study PDF
2015 Casey Comprehensive Care Center for Veterans Feedback Report PDF
2015 Casey Comprehensive Care Center for Veterans Scorebook Word

Case study resources illustrate the Baldrige Award application and evaluation process. These resources include

  • a case study, which is a sample Baldrige Award application showing a fictitious organization's responses to the requirements of the Baldrige Excellence Framework
  • a feedback report modeled on the report received by actual Baldrige Award applicants; this feedback report is based on the scorebook produced by a team of Baldrige examiners who evaluated the fictitious application against the Criteria

Case studies show you the format and general content of a Baldrige Award application. However, because the primary purpose of the case study is to provide learning opportunities for Baldrige examiners and others, the case study purposely does not address all Criteria requirements or demonstrate role-model responses in all areas. See the case study scorebook and feedback report to learn how the fictitious organization scored and to see its strengths and opportunities for improvement.

Created by volunteer Baldrige alumni examiners Denise Haynes and Doug Serrano, the Casey Comprehensive Care Center for Veterans depicts a fictitious organization within the real U.S. Department of Veterans Affairs (VA). The center aims to integrate the three VA Administrations to provide comprehensive, effective, and efficient care to Veterans in a remote geographic area. It uses the Baldrige Excellence Framework to guide its strategy and leadership and management systems. Like some other government organizations, the center is challenged by the increasing complexity of benefits and health care management, being an integrated system within a complex government agency, local economic conditions, and its remote location. The case study also shows how this fictitious center uses the Baldrige Excellence Framework to help it address the VA's mandated priorities related to improving Veteran access to care and benefits, the claims backlog, and Veteran homelessness. The Casey Comprehensive Care Center for Veterans Case Study is based on the 2015–2016 Baldrige Excellence Framework.

Resources

Baldrige Materials Archive (Previous Case Study Packets)
Applying for the Award

Contacts

  • Baldrige Customer Service
    (301) 975-2036
    NIST/BPEP
    100 Bureau Drive, M/S 1020
    Gaithersburg, MD 20899-1020
Created July 16, 2015, Updated November 15, 2019