Stories of people thinking in good ways about organizational excellence.
The secret to sustained prosperity in today’s turbulent business environment is having an ongoing organizational improvement system that focuses on what customers are wanting and also on what all managers and workers in the organization are thinking and doing in their daily work.
This Journal was written for people who are responsible for leading or implementing improvement initiatives. Inside each 64-PDF page issue, leaders share their practical experience and personal insights. Concise, easy-to-read articles, formatted for quick reading and recall, offer new ideas, tools, and perspectives from business, industry, health care, education, and government.
The Journal of Innovative Management is full of ideas for building real change and lasting improvement. Journal articles include all Malcolm Baldrige National Quality Award winners, and describe best practices from some of the world’s most successful companies who’ve used improvement principles and tools to outpace their competition and reduce costs.
The Journal of Innovative Management – Spring 2008
Value Ability for Leaders and Managers
MESA Products, Inc. – Malcolm Baldrige National Quality Award
The Malcolm Baldrige National Quality Program:
A Lot of Work Just to Win a Prize or a Real Value Proposition?
Twenty-First Century’s Grand Engineering Challenges Unveiled
Physicians Identify New Ways to Reduce Overuse and Increase Efficiency
The Journal of Innovative Management – Summer 2008
Community and a Sense of Community, andLearning How to Live and Work in a World of Communities
City of Coral Springs – Malc olm Baldrige National Quality Award Recipient
Our People Make Us Premier
Conversational Inquiry as an Approach to Organization Development
The Journal of Innovative Management – Fall 2008
A Desire For Improved Performance and – perhaps – even Excellence
Mercy Health System – Malcolm Baldrige National Quality Award
Seven Ways to Improve Management Through the Art of Coaching
The Journal of Innovative Management – Winter 2008
Continuous Improvement for Leaders and Managers
DynMcDermott Petroleum Operations Company – Malcolm Baldrige National Quality Award
Open Source Your Innovation
Manufacturing the Solutions
The Journal of Innovative Management – Spring 2007
Leading and Managing in a Process World
The Journal of Innovative Management – Summer 2007
Management is a Way of Thinking Much More than it is a Body of Knowledge
Bronson Methodist Hospital – Recipient of the Malcolm Baldrige National Quality Award
Lean Dilemma: Choose System Pprinciples or Management Accounting Controls – Not Both
Managing Belief to Enable Better Choices
Inside the Toyota Production System
The Journal of Innovative Management – Winter 2007
Seeing Large Complex Systems and the Interdependencies
Leadership and Breakthrough
Sunny Fresh Foods: 2005 Malcolm Baldrige National Quality Award Winner
Baldrige and Patient Safety: Robert Wood Johnson University Hospital Hamilton
Process, Systemics, and Thought Management
The Journal of Innovative Management – Spring 2006
Innovative Management Includes Finding Effective Ways to Lead
Seeking Perfection in Healthcare: Applying the Toyota Production System to Medicine
The Challenge of Leading and Managing
Delivering Return on Innovation
HR Executives Confer on Strategy, Possibilities, and Healthcare Costs
The Journal of Innovative Management – Summer 2006
Wisdom Supporting Freedom
How the Baldrige Framework Helped MEDRAD Become More Competitive
Successful Coexistence: Compatible Ways Baldrige and Lean are Being Deployed at Integrated Defense Systems
Richland College: 2005 Malcolm Baldrige National Quality Award Winner
Leadership and Managing Thought
The Journal of Innovative Management – Fall 2006
Fragments of our Imagination
Six Sigma and Baldrige
The Governor of Your State
No Child Left Behind and Baldrige at Pearl River School District
Park Place Lexus: 2005 Malcolm Baldrige National Quality Award Winner
The Journal of Innovative Management – Winter 2006
Seeing Large Complex Systems and the Interdependencies
Leadership and Breakthrough
Sunny Fresh Foods: 2005 Malcolm Baldrige National Quality Award Winner
Baldrige and Patient Safety: Robert Wood Johnson University Hospital Hamilton
Process, Systemics, and Thought Management
The Journal of Innovative Management – Spring 2005
Is It Time To Think Of Management As A Profession?
When Management Knows Employees Want To Do High Quality Work
Medrad, Inc., Indianola, Pennsylvania
Baptist Hospital, Inc., Pensacola, Florida
The Journal of Innovative Management – Fall 2005
Where is Leadership and Followership Today? Real Leaders Attend to What is Actually Being Experienced
Doing Well by Doing Good is a Better Way to Bigger Profits
The Soft Hard Core
Ways of Thinking That Might Prevent Organizational Improvement
Robert Wood Johnson University Hospital Hamilton
The Journal of Innovative Management – Winter 2005
The Bama Companies: Malcolm Baldrige National Quality Award Winner
William Chew, Ted Easton, Mike Frihart, Paula Marshall, Tony Rainwater, Vern Rathbun
Conversational Inquiry as an Approach to Organization Development
Climate Change and Human Health
Applied Sustainability: From Vision to Practice at Interface, Inc.
2800+ Hospitals Join IHI Campaign to Save 100K Lives Through Health Care Improvement
Booz Allen Hamilton research indicates that most organizations are unhealthy
The Journal of Innovative Management – Spring 2004
Lean Principles Are the Smart Path to Lower Costs and Greater Productivity
Delphi’s Lean Enterprise: Progressing Along the Journey
Pursuing the Lean Enterprise: The Medtronic XOMED Quest
Safety in a Complex Environment
Canadian Innovation Awards for Sustainable Development
The Journal of Innovative Management – Summer 2004
The Right of Quality
The Competitive Advantage of Customer Success
Patient Safety: A Matter of Integrity
Kaizen at The HON Company: A Decade of Lean
Stoner: 2003 Malcolm Baldrige National Quality Award
Applying for the Baldrige Award
The Journal of Innovative Management – Fall 2004
Leaders Using the Discipline of Good Process and Cooperation to Win
Caterpillar Financial Services: Baldrige National Quality Award
Community Consolidated School District 15: Baldrige National Quality Award
The Journal of Innovative Management – Winter 2004
Exemplary Organizations Have Created a Sense of Community When Leadership and Management Aren’t Just Grandiose Words and Tittles
Saint Luke’s Hospital of Kansas City
Boeing Aerospace Support
The Journal of Innovative Management – Spring 2003
Pearl River School District | 2001 Malcolm Baldrige National Quality Award
Pal’s Sudden Service | 2001 Malcolm Baldrige National Quality Award
The Journal of Innovative Management – Summer 2003
Process Design and Management | The Path to Organizational Transformation
The Journal of Innovative Management – Fall 2003
Branch-Smith Printing | 2002 Malcolm Baldrige National Quality Award
A European Hope for Business and Quality
The Business Impact of Corporate Social Responsibility
Performance Management and Work/Life Balance
The No Child Left Behind Act: Challenges and Opportunities to Achieve Success
Creating a Competitive Strategic Advantage
The Journal of Innovative Management – Winter 2003
Motorola CGISS: 2002 Malcolm Baldrige National Quality Award
Clark American Checks: 2001 Malcolm Baldrige National Quality Award
Baldrige 2003: 5 Categories; 7 Winners
The Journal of Innovative Management – Spring 2002
OMI | Malcolm Baldrige National Quality Award Winner, 2000
2001 Malcolm Baldrige National Quality Award Winners
Clarke American Checks, Inc. | Manufacturing Category
Pal’s Sudden Service | Small Business Category
Pearl River (NY) School District | Education Category
University of Wisconsin–Stout | Education Category
Chugach School District | Education Category
Using Quality Tools (Including Systems Thinking) for Customer Satisfaction in Financial Services
Building A Competitive Total Customer Experience by Margery Auvinen, Global Manager of Total Customer Experience, Hewlett-Packard, Cupertino, California
The Journal of Innovative Management – Summer 2002
Los Alamos National Bank | 2000 Malcolm Baldrige National Quality Award Winner
Dana Spicer Driveshaft | 2000 Malcolm Baldrige National Quality Award Winner
ISO 9001: 2000 Implementation in a Project Management Environment: A Process Management Application
The Journal of Innovative Management – Fall 2002
Raytheon Six Sigma, Daniel P. Burnham, Chairman and Chief Executive Officer, Raytheon Company,
Lexington, Massachusetts
A Recovering Cost Accountant Reminisces, H. Thomas Johnson, Ph.D., Professor, School of Business, Portland State University, Portland, Oregon
Six Sigma in Health Care, A Road Less Traveled, Joseph Calvaruso, President and Chief Executive Officer, Mount Carmel Health Systems, Columbus, Ohio
I shall be telling this with a sigh
Somewhere ages and ages hence:
Two roads diverged in a wood, and I –
I took the one less traveled by,
And that has made all the difference.
– Robert Frost, from The Road Not Taken.
The Journal of Innovative Management – Winter 2002
Sustainability and Competitiveness, Björn Hägglund, Ph.D., Deputy Chief Executive Officer, Stora Enso, International Office, London, England
A Crisis of Leadership and Management, Frank Steer, MBE, President, European Organization for Quality (EOQ), and
Director General, Institute of Quality Assurance (IQA), London, England
Business Excellence and Care for the Environment, Daniel Green, Ph.D., Sustainability Coordinator, Wessex Water Services, Ltd., Bath, England
Organizations as Complex Responsive Processes of Relating, Ralph D. Stacey, Ph.D., Professor of Management and Director of the Complexity and Management Centre, University of Hertfordshire, United Kingdom
The Journal of Innovative Management – Spring 2001
BI | 1999 Malcolm Baldrige, National Quality Award Winner
Customer-Focused Process Management, Dr. John Fechter, Senior Customer-Focused Quality Consultant, Medtronic, Inc., Minneapolis, MN
Models for Growth: A look at how HP and other companies manage innovation, Carolyn Field, Associate Editor, Journal of Innovative Management, GOAL/QPC
Baldrige, Six Sigma, and a Fork in the Road, Bob Page, New Product Development Manager, GOAL/QPC, Salem, New Hampshire
Mind Mapping for Problem Solving and Creative Thinking in Teams, Marshall Tarley, Director of Leadership Development, ASCAP | Tasha Mabry, Television and Music Account Representative, STORMM team, | ASCAP
Patricia Perkins, Television and Music Account Representative, STORMM team, ASCAP
The Journal of Innovative Management – Summer 2001
Counteracting the Harmful Effects of Stress through Self-Care to Enhance Wellness and Profitability, Herbert Benson, M.D., President, Mind/Body Medical Institute, and Associate Professor of Medicine, Harvard Medical School, Boston, Massachusetts
A Proposal for Continuous Improvement in Health Care
STMicroelectronics, Inc. – Region Americas | 1999 Malcolm Baldrige National Quality Award Winner
The Ameritech Process for Designing High-Performance Change-Management Teams, Karen D’Amico, former Director of Change Management, Ameritech Corporate Finance Operations | Debra Baran, former Director of Finance Communications, Ameritech, Hoffman Estates, Illinois
The Journal of Innovative Management – Fall 2001
Process Management and Systems Thinking for Patient Safety, Joanne E. Turnbull, Ph.D., Executive Director, National Patient Safety Foundation, Chicago, Illinois
Improving Patient Care in Hospitals, Paul N. Uhlig, M.D., Medical Director of the Cardiac Surgery Service, Concord
Hospital, Concord, New Hampshire; Associate Professor of Surgery, Dartmouth Medical School, Hanover, New Hampshire
Untangling the Web: Bringing Information Therapy to the New Healthcare Consumer, Molly Mettler, Senior Vice President, Healthwise, Incorporated, Boise, Idaho
Building Quality into Corporate Goals: Selling the Issue to Top Management, Jesse T. Barfield, Caroline M. Fisher, and Brenda E. Joyner, College of Business Administration, Loyola University New Orleans, New Orleans, Louisiana
The Journal of Innovative Management – Winter 2001
KARLEE | 2000 Malcolm Baldrige National Quality Award Winner
From a Culture of Safety to a Culture of Excellence Quality Science, Human Factors, and the Future of Healthcare Quality, Martin D. Merry, M.D., C.M., Consultant, Senior Medical Advisor to New Hampshire Hospital Association, and Associate Professor of Health Management, University of New Hampshire, Exeter, NH | Jeffrey P. Brown, M. Ed., Principal, System Safety Group, Peterborough, NH
Using I-charts to Enable Strategic Decision Making at Dunkin’ Donuts, Ismael Dambolena, Professor of Operations Research, Babson College, Wellesley, Massachusetts | Susan West Engelkemeyer, Associate Professor of Management, Babson College, Wellesley, Massachusetts | Stephen M. Gadziala, Manager of Retail Operating Systems, Allied Domecq Quick Service Restaurants, Randolph, Massachusetts
The Journal of Innovative Management – Spring 2000
Six Sigma: GE’s Tool for Process Management, Pamela D. Dunham, Information Technology Six Sigma Black Belt, General Electric
Aircraft Engines, Cincinnati, Ohio
Medtronic: Creating Customer- Focused Quality, Gary Floss, Vice President, Corporate Quality, Medtronic, Inc., Minneapolis,
Minnesota
AlliedSignal: Six Sigma Transformation
The Journal of Innovative Management – Summer 2000
AlliedSignal: Six Sigma Transformation, Linda Phillips, Learning Leader, Honeywell Electronic Materials, Honeywell International,
Costa Mesa, California
HP/Agilent Technologies: Evolving Quality Systems, Douglas Daetz, Project Leader for Customer-Centered Process Ownership, Hewlett-
Packard Company, Palo Alto, California | John Hamilton, Quality & Regulatory Manager, Healthcare Solutions Group, Agilent Technologies, Andover, Massachusetts | Gary Hupf, Quality & Regulatory Manager, CSD, Agilent Technologies
Process Management and Process Ownership at Boeing Airlift & Tanker Programs, William C. Halczyn, Performance Management Business Analyst, Boeing Airlift & Tanker Programs, Long Beach, California
The Journal of Innovative Management – Fall 2000
The Ritz-Carlton Hotel Company | 1992 and 1999 Malcolm Baldrige Quality Award Winner, Allison Frantz, Corporate Director of Training and Development | Leonardo Inghilleri, Vice President of Human Resources |Patrick Mene, Vice President, Quality | James Schultenover, Vice President, Sales and Marketing | Horst Schulze, President and Chief Operating Officer | Bob Warman, Vice President, Operations, The Ritz-Carlton Hotel Company, Atlanta, Georgia
Foresight 2020: The Future of Quality in the Age of Technology, Gregory H. Watson, President, American Society for Quality, Milwaukee, Wisconsin
Improving Process Efficiency to Increase Customer Satisfaction, Tracy Peacock, Associate Vice President, Change Management, and Deanise Hemmer,
Senior Specialist, Strategic Business Planning, Merrill Lynch Credit Corporation, Jacksonville, Florida
The Journal of Innovative Management – Winter 2000
The Future of Medicine
Creating a Competitive Strategic Advantage, Dr. Russell L. Ackoff, Chairman, INTERACT, The Institute for Interactive Management, Bala Cynwyd, Pennsylvania
How to Use Powerful Conversations to Drive Systems Thinking, Phil Harkins, PhD, President and CEO, Linkage, Inc., Lexington, Massachusetts
Understanding the End User Drives Strategic Innovation | To Dare to Think with the Heart
The Journal of Innovative Management – Spring 1999
Achieving Coherence Out of Chaos | The Inner Quality Management Model, Doc Childre, CEO & President, HeartMath® LLC, Boulder Creek, California Bruce Cryer, VP, Global Business Development
Chaos Theory and Creativity: The Biological Basis of Innovation, Dr. Ary Goldberger, Beth Israel Deaconess Medical Center and Harvard Medical School, Boston, Massachusetts
The Knowledge Mapping Application: Ford’s Robust Engineering Process, Larry R. Smith, Quality and Reliability Manager, Ford Motor Company, Dearborn, Michigan
Xerox Business Services, Norman E. Rickard, Senior Vice President, Industry Solution Operations, Xerox Corporation, Rochester, New York, Mark V. Shimelonis, VP, Quality & Customer Satisfaction (retired), Penny Sanchez-Burruss, VP, Customer Satisfaction & Loyalty & Business Process, North American Customer Services, Ken Kaisen, CIO, Information Management, Industry Solution Operations, Richard J. Kievit, VP, Business Operations, Edward J. Ciaschi, VP, Human Resources, North American Solutions Group, Lori Skjeveland, New Business Sales Manager, William T. Patterson III, Vice President, Marketing, Kenneth P. Yurgelun, VP, Profit Planning, Document Solutions Group, John Lawrence, VP of Quality, and Baldrige Team Leader
The Journal of Innovative Management – Summer 1999
Faster Company Building the World’s Nuttiest, Turn-on-a-Dime, Home-Grown, Billion Dollar Business,Patrick C. Kelly, Chairman and Chief Executive Officer, PSS/World Medical, Inc.
Challenging the Conventional Wisdom of How to Manage People, Jeffrey Pfeffer, Thomas D. Dee Professor of Organizational Behavior, Graduate School of Business, Stanford University, Stanford, California
A Toolbox for Managing in Turbulent Environments, Deborah K. Zastocki, Senior Vice President, Clinical Services and Operations, Chilton Memorial Hospital, Pompton Plains, New Jersey
Participative Curriculum Planning: Including Student and Company Voices, Caroline Fisher, Associate Professor of Marketing, Director of the Master of Quality Management | Elizabeth Weymann, Associate Professor of Management, Loyola University, New Orleans, Louisiana
The Journal of Innovative Management – Fall 1999
Solar Turbines Incorporated | Malcolm Baldrige National Quality Award Winner, 1998
Procter & Gamble and Wal-Mart: A Benchmark in Customer/Supplier Relationships
The High Performance Work Organization Partnership
The Journal of Innovative Management – Winter 1999
Boeing Airlift & Tanker Programs | Malcolm Baldrige National Quality Award Winner, 1998
Texas Nameplate Company | Malcolm Baldrige National Quality Award Winner 1998
Quality Management: A Natural Fit for Education
The Journal of Innovative Management – Spring 1998
Baldrige Award Winners Disclose How They Lead and Manage | Award Criteria Emerges as an Organizational Excellence Model
Latest NIST Stock Study Shows Quality and Performance Excellence Continues to Pay
Custom Research Inc. | Malcolm Baldrige National Quality Award Winner, 1996
The European Way to Business Excellence Key Measures For Organizational Performance
The Journal of Innovative Management – Summer 1998
3M Dental Products Division | Malcolm Baldrige National Quality Award Winner, 1997
A Constant State of Becoming: Management by Planning at Donnelly Corporation
Management by Planning at Donnelly Corporation | Successes and Lessons Learned
The Journal of Innovative Management – Fall 1998
Undertaking Successful Knowledge Management Efforts
Turbocharging Business Processes with Knowledge
New Directions in Management: The Art of Using Small Changes for Large Effects
The Japan Quality Award: Excellence in Quality Management
The Journal of Innovative Management – Winter 1998
Solectron Corporation | Malcolm Baldrige National Quality Award Winner, 1997
ReSpiriting the WorkForce, Richard Whiteley, Vice Chairman, The Forum Corporation, Boston, Massachusetts
America At Our Best: Restoring Trust in Government
City Year’s Creative Hothouse: Creating an Environment for Exceptional Creativity and Innovation
The Journal of Innovative Management – Spring 1997
Baldrige Award: 10 Years of Elevating Organization Excellence
Part 1. Baldrige National Quality Award Dividends Ripple Throughout the Economy
Part 2. One More Time: Latest NIST Stock Study Shows Quality Pays
Part 3. 1997 Baldrige Criteria Reflects Evolution Into a Standard For Excellence
Part 4. Proposed National Education and Health Care Quality Awards
Part 5. Frequently Asked Questions and Answers About the Malcolm Baldrige National Quality Award
Managing for the 21st Century at Mack Trucks, Inc.
The Journal of Innovative Management – Summer 1997
The Challenges of Leading Successful Change at Babson College, William F. Glavin, President, Babson College, Wellesley, Massachusetts
If You’re Not Growing, You’re Dying!, Ronald Turner, President and CEO, Computing Devices International, a Ceridian
Company, Minneapolis, Minnesota
From the Science of Complexity To Leading in Uncertain Times
The Journal of Innovative Management – Fall 1997
Trident Precision Manufacturing: Malcolm Baldrige National Quality Award Winner, 1996
Teams, Taxes, and A Few Other Things Better Not Left to Chancey
Great Products by Design: Principle Based Approaches to Manage the Customer/Concept Interface
The Challenges of Leading Successful Change: A Cross-Industry Executive Panel Discussion
The Journal of Innovative Management – Winter 1997
ADAC Laboratories: Malcolm Baldrige National Quality Award Winner, 1996
Xerox Corporation: Information Management in a Competitive, Global Environment, Patricia Wallington, V.P. and Chief Information Officer, Xerox Corporation, Stamford, Connecticut
The Basic Business Principle at Xerox: Achieving Quality
Bagel Sales Double at Host Marriott Using Quality Function Deployment
The Journal of Innovative Management – Spring 1996
Turning the Vision Into Reality Through Leadership, Anita Roddick, Founder & CEO, The Body Shop International, West Sussex, England
The Road to Total Quality at Bose Corporation, Sherwin Greenblatt, President & COO, Bose Corporation, Framingham, Massachusetts
Strategic Planning and Customer Focus, Brian Jones, President, Nypro Clinton, a division of Nypro Inc., Clinton, Massachusetts
The Journal of Innovative Management – Summer 1996
The Power of One In a Systems World, Margaret J. Wheatley, President, The Berkana Institute, Provo, Utah
Total Quality Leadership and the New Military
U.S. Army Chemical and Biological Defense Command
Total Quality Leadership
The Journal of Innovative Management – Fall 1996
Malden Mills Weaves Success From Strong Ties to Workers and Community, Aaron Feuerstein, President & CEO, Malden Mills Industries, Lawrence, Massachusetts, Michael Clark, Assistant Editor
Systems Thinking in a Knowledge-Creating Organization
Total Quality and Continuous Improvement at Naval Station Mayport
The Journal of Innovative Management – Winter 1996
Infrastructure for a Learning Organization
Using Systems Thinking and System Dynamics Simulations to Reengineer Manufacturing Processes at Silicon Graphics (SGI)
An Introduction to the Seven Creativity Tool Boxes: An Aid to Synergistic Strategic Thinking and Innovation
Living and Breathing a Customer-Centered Culture
The Journal of Innovative Management – Fall 1995
A Tunnel Is More Than A Hole
Partnerships To Protect The Environment
TQM In Retail: Structural And Cultural Transformation Of A Grocery Chain | Tidyman’s Foods, Inc. Some Thoughts About Cultural Dynamics As Viewed From An Organizational Learning Perspective Transferring QualityvKnowledge Into German Small And Medium-Sized Enterprises | – A State Of The Art Survey –