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Baldrige Power!
How an East Tennessee utility company became a national role model.
- R. Michael Browder, PE, Ed.D.
Chief Executive Officer Leslie Blevins Customer Relations
Baldrige Power! How an East Tennessee utility company became a - - PowerPoint PPT Presentation
Baldrige Power! How an East Tennessee utility company became a - - PowerPoint PPT Presentation
Baldrige Power! How an East Tennessee utility company became a national role model. R. Michael Browder, PE, Ed.D. Chief Executive Officer Leslie Blevins Customer Relations WHO IS BTES? SERVICES Electricity Cable Internet Telephone WE
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WE SERVE
33,000 17,000
ELECTRIC
customers
FIBER
customers
68
EMPLOYEES
with
280
SQUARE
miles
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OUR JOURNEY
Late 80s 1993 1994 2008 2009 2012 2014 2017
Applied for State Award Applied for State Award Applied for Baldrige TQA Achievement Award Excellence Award
2005-2006 Added Internet, telephone and cable television services
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MISSION
What is your organization’s overall function? What is your organization attempting to accomplish?
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MISSION
To provide service to our customers, employees and community that exceeds their expectations
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VISION
What is your organization’s desired future state?
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VISION
To be the best electric, Internet, telephone and cable television provider
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OUR JOURNEY
Late 80s 1993 1994 2008 2009 2012 2014 2017
Applied for State Award Applied for State Award Applied for Baldrige TQA Achievement Award Excellence Award
2005-2006 Added Internet, telephone and cable television services
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CONTINUOUS IMPROVEMENT TEAM (CIT)
Review data in CIT Deploy Action Plans Process Improvement Review in weekly CIT meeting Categorize, as appropriate Define if OFI or positive Communication
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OUR JOURNEY
Late 80s 1993 1994 2008 2009 2012 2014 2017
Applied for State Award Applied for State Award Applied for Baldrige TQA Achievement Award Excellence Award
2005-2006 Added Internet, telephone and cable television services
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VALUES Stewardship Relationships Honesty Integrity Respect Accountability
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VALUES STATEMENT The Rotary 4-Way Test
Of the things we think, say or do:
Is it the truth? Is it fair to all concerned? Will it build goodwill and better friendships? Will it be beneficial to all concerned?
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SMART
System Management and Resource Training Organizational Learning Training Knowledge Management
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STORYTELLING
Act Plan Do Check
Book Recommendations Good to Great
Jim Collins
The Speed of Trust
Stephen Covey
How to Win Friends and Influence People
Dale Carnegie
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OUR JOURNEY
Late 80s 1993 1994 2008 2009 2012 2014 2017
Applied for State Award Applied for State Award Applied for Baldrige TQA Achievement Award Excellence Award
2005-2006 Added Internet, telephone and cable television services
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KEY SUCCESS FACTORS Reliability Safety Financial
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RELIABILITY
20 40 60 80 100 120 140 160 180 200 2013 2014 2015 2016 BTES All Utilities Region Class
Goal: 60 minutes
Good
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SAFETY
2 4 6 8 10 12
Industry Average BTES
Good
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FINANCIAL
5000000 10000000 15000000 20000000 25000000 1976 2015 BTES Comparable 1 Comparable 2 Good
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KEY SUCCESS FACTORS Think about your organization, what are your key success factors? If you are a larger organization, think about your department.
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OUR JOURNEY
Late 80s 1993 1994 2008 2009 2012 2014 2017
Applied for State Award Applied for State Award Applied for Baldrige TQA Achievement Award Excellence Award
2005-2006 Added Internet, telephone and cable television services
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TNCPE EXCELLENCE AWARD 31 OFIs
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OUR JOURNEY
Late 80s 1993 1994 2008 2009 2012 2014 2017
Applied for State Award Applied for State Award Applied for Baldrige TQA Achievement Award Excellence Award
2005-2006 Added Internet, telephone and cable television services
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BALDRIGE SITE VISIT Differences 25 OFIs Now what?
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BIGGEST LESSONS LEARNED Don’t give up. “We’re too small!” Create a focus.
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- Dr. R. Michael Browder
CEO mbrowder@btes.net Leslie Blevins Customer Relations lblevins@btes.net www.btes.net