Giants Among Men

Abstract:Receiving the Malcolm Baldrige National Quality Award is the highest honor of performance excellence available in the United States. Since the beginning of the program in 1987, 110 organizations have received the award out of 1700 applicants. Very few of these 100 organizations have won the award more than once. One such organization is the South Central Foundation (SCF), a healthcare system set in Alaska. SCF won the Baldrige award once in 2011 and again in 2017, thanks to innovative ideas and reliance on Baldrige processes to continuously drive improvement. SCF is a healthcare system that aims to care for its 65,000 Alaskan Native patients (called "customer-owners" by the organization) and does so by heavily involving its customer-owners in the process of …

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