How Are We Doing? Deploying QualServe, Baldrige and KPIy's

The Butler County Department of Environmental Services (BCDES) has utilized several key systems to help drive continuous improvement at the utility. We have been involved with the Qualserve benchmarking project since the first open call for participants. We are also heavily invested in the Malcolm Baldrige quality program by participating in the Ohio Partnership for Excellence. Using metrics and gaps identified through Qualserve and the Baldrige criteria, BCDES has tailored its reports and maintenance management system to track Key Performance Indicators (KPI).The authors will discuss the basics of Qualserve and the Malcolm Baldrige criteria. Lessons learned will be discussed for both programs including expected resource commitments and potential problematic areas. Examples will be provided of sample Baldrige criteria and how BCDES utilized the concepts to identify gaps in our utility management systems. The concepts of “approach-deployment-learning-integration” with regards to systems for leadership, strategy, customer focus, human resources, and process design will be discussed and examples provided. Lessons learned from a Baldrige examiners perspective will be provided as one of the authors recently served as an examiner at the state level. The authors will also discuss how the utility has designed and deployed several KPI's in its computerized maintenance management system utilizing dynamic graphical dashboards. Many of the KPI's tie directly to Qualserve and the Baldrige criteria.