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The Official Baldrige Blog

Success Strategies from Baldrige Award-Winning GBMC HealthCare System

GMBC HealthCare System 2020 Baldrige Award Recipient in Health Care doctor listening to a toddlers heart that is sitting on her mother's lap.
Credit: GBMC HealthCare System
Photo of John Chessare.
John Chessare, GBMC HealthCare, Inc., 2020 Baldrige Award Recipient

The Baldrige Program’s 33rd Quest for Excellence® Conference brings together the leaders of U.S. organizations to celebrate and learn role-model best practices from current and former Baldrige Award recipients. 

Attendees take home practical lessons in critical areas such as leadership, strategy, customer and employee engagement, and operations. The speakers also provide attendees with proven solutions to help their organization achieve breakthrough performance and results.

At the upcoming 33rd Quest for Excellence Conference—where award recipients from the past three years will be honored—GBMC HealthCare, Inc.’s Dr. John Chessare, president and CEO, and Carolyn Candiello, vice president of quality and patient safety, will be co-presenters.

Following is my recent interview with them. As GBMC is a 2020 Baldrige Award recipient, Chessare and Candiello reflected on how the Baldrige Excellence Framework has inspired GBMC’s journey to excellence and how other organizations might also leverage the framework to improve their organization’s performance.

Carolyn Candiello photo
Carolyn Candiello, GBMC HealthCare, Inc., 2020 Baldrige Award Recipient

What are your key objectives for your presentation at the 33rd Quest for Excellence Conference?

Our presentation will highlight how having a formalized leadership system can help reduce “energy depleters,” such as too many priorities and “Ground Hog Day”-type problems that never get solved.

Would you share an example from your organization’s learning in regard to using the Baldrige framework?

In 2010, with the national health care changes, GBMC redefined our vision from episodic health care to patient-centered evidence-based accountable care. From that vision, we developed the Vision Phase: To every patient, every time, we will provide the care we would want for our own loved ones.

This sparked the need for many changes! Using the Baldrige framework and Lean methods, we have implemented systems thinking to every aspect of our business model.  

What are your top tips—based on GBMC’s experience—for other organizations on building a performance management system? 

There is a popular proverb that states, “The best time to plant a tree was 20 years ago. The second-best time is now.” I believe the time is now to begin using the Baldrige framework as a means of creating systems to help organize your company to achieve results that matter.  

At Quest, we will share our leadership system and describe how this changed our approach to running our organization and developing leaders. We will show how our leadership system is integrated into everything that we do and highlight a few Baldrige tools for getting started.  

What do you view as primary ways that organizations today can benefit from using the Baldrige framework?

The 2021-2022 framework highlights resilience and agility. Having a systematic approach to crisis management was instrumental to GBMC in responding to the COVID-19 pandemic.

In December 2020, GBMC experienced a critical cyber attack. Because of our systems approach and our use of the Baldrige Cybersecurity Excellence Builder, we recovered faster than other organizations hit with similar attacks.

Now, more than ever, organizations should be studying their systems for emergency preparedness and cybersecurity. 

Join us at the Quest for Excellence® 2022!

The Quest for Excellence Conference April 3-6, 2022 - Register Today!

The Quest for Excellence® Conference

Sunday, April 3–Wednesday, April 6, 2022  |  #BaldrigeQuest

The three-day showcase will feature the current Award recipients, former recipients, pre-conference workshops, senior leader plenary sessions with Q&A, more than 40+ concurrent sessions, conference keynote, and more!


Sunday, April 3
Join us Sunday evening for the Award Ceremony and Reception honoring the Award recipients from the past three years.

Register Today! 

About the author

Michelle Peña

Michelle Peña is a writer/editor for the Baldrige Performance Excellence Program at NIST. Her background includes degrees in English and Spanish from George Mason University, an advanced degree from George Washington University, and more than 20 years of experience in the publishing industry. 

Michelle is passionate about the benefits of personal development in the workplace and helping others become more emotionally resilient leaders in their community. Her blogs provide encouraging perspectives to help employees and businesses thrive and build a culture of continuous improvement.

As a digital marketing enthusiast, she also enjoys sharing motivational social media content and actionable growth strategies that professionals can use to empower their organization.

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