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 SERVE 33,000 17,000 ELECTRIC FIBER customers customers 280 with 68 SQUARE EMPLOYEES miles
OUR JOURNEY Applied for Baldrige 2017 Applied for 2014 State Award Applied for 2012 State Award Excellence 2009 TQA Award Achievement 2008 Award 1994 1993 Late 80s 2005-2006 Added Internet, telephone and cable television services
MISSION What is your organization’s overall function? What is your organization attempting to accomplish?
MISSION To provide service to our customers, employees and community that exceeds their expectations
VISION What is your organization’s desired future state?
VISION To be the best electric, Internet, telephone and cable television provider
OUR JOURNEY Applied for Baldrige 2017 Applied for 2014 State Award Applied for 2012 State Award Excellence 2009 TQA Award Achievement 2008 Award 1994 1993 Late 80s 2005-2006 Added Internet, telephone and cable television services
CONTINUOUS IMPROVEMENT TEAM (CIT) Communication Define if OFI or positive Categorize, as appropriate Review in weekly CIT meeting Process Improvement Action Plans Deploy Review data in CIT
OUR JOURNEY Applied for Baldrige 2017 Applied for 2014 State Award Applied for 2012 State Award Excellence 2009 TQA Award Achievement 2008 Award 1994 1993 Late 80s 2005-2006 Added Internet, telephone and cable television services
VALUES Stewardship Relationships Honesty Integrity Respect Accountability
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?
SMART System Management and Resource Training Organizational Learning Training Knowledge Management
STORYTELLING Book Recommendations Check Act Good to Great Jim Collins The Speed of Trust Stephen Covey How to Win Friends and Do Plan Influence People Dale Carnegie
OUR JOURNEY Applied for Baldrige 2017 Applied for 2014 State Award Applied for 2012 State Award Excellence 2009 TQA Award Achievement 2008 Award 1994 1993 Late 80s 2005-2006 Added Internet, telephone and cable television services
KEY SUCCESS FACTORS Reliability Safety Financial
RELIABILITY Good 200 180 160 140 120 Goal: 60 100 minutes 80 60 40 20 0 2013 2014 2015 2016 BTES All Utilities Region Class
SAFETY Good 12 10 8 Industry 6 Average BTES 4 2 0
FINANCIAL Good 25000000 20000000 15000000 BTES Comparable 1 10000000 Comparable 2 5000000 0 1976 2015
KEY SUCCESS FACTORS Think about your organization, what are your key success factors? If you are a larger organization, think about your department.
OUR JOURNEY Applied for Baldrige 2017 Applied for 2014 State Award Applied for 2012 State Award Excellence 2009 TQA Award Achievement 2008 Award 1994 1993 Late 80s 2005-2006 Added Internet, telephone and cable television services
TNCPE EXCELLENCE AWARD 31 OFIs
OUR JOURNEY Applied for Baldrige 2017 Applied for 2014 State Award Applied for 2012 State Award Excellence 2009 TQA Award Achievement 2008 Award 1994 1993 Late 80s 2005-2006 Added Internet, telephone and cable television services
BALDRIGE SITE VISIT Differences 25 OFIs Now what?
BIGGEST LESSONS LEARNED Don’t give up. “We’re too small!” Create a focus.
Dr. R. Michael Browder Leslie Blevins CEO Customer Relations mbrowder@btes.net lblevins@btes.net www.btes.net
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