baldrige power! · tqa achievement award excellence award 2005-2006 added internet, telephone and...
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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
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WHO IS BTES?
SERVICES
Electricity
Cable
Internet
Telephone
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WE SERVE
33,000 17,000ELECTRIC
customersFIBER
customers
68EMPLOYEES
with280SQUARE
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
![Page 5: Baldrige Power! · TQA Achievement Award Excellence Award 2005-2006 Added Internet, telephone and cable television services. TNCPE EXCELLENCE AWARD 31 OFIs. OUR JOURNEY Late 80s 1993](https://reader034.vdocument.in/reader034/viewer/2022051808/60097777d9dd605d766846b3/html5/thumbnails/5.jpg)
MISSION
What is your organization’s overall function?
What is your organization attempting to accomplish?
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MISSION
To provide service to ourcustomers, employees and community
that exceeds their expectations
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VISION
What is your organization’sdesired future state?
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VISION
To be the bestelectric, Internet, telephoneand 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
![Page 10: Baldrige Power! · TQA Achievement Award Excellence Award 2005-2006 Added Internet, telephone and cable television services. TNCPE EXCELLENCE AWARD 31 OFIs. OUR JOURNEY Late 80s 1993](https://reader034.vdocument.in/reader034/viewer/2022051808/60097777d9dd605d766846b3/html5/thumbnails/10.jpg)
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
![Page 12: Baldrige Power! · TQA Achievement Award Excellence Award 2005-2006 Added Internet, telephone and cable television services. TNCPE EXCELLENCE AWARD 31 OFIs. OUR JOURNEY Late 80s 1993](https://reader034.vdocument.in/reader034/viewer/2022051808/60097777d9dd605d766846b3/html5/thumbnails/12.jpg)
VALUES
StewardshipRelationships
HonestyIntegrityRespect
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 LearningTraining
Knowledge Management
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STORYTELLING
Act
PlanDo
CheckBook Recommendations
Good to GreatJim Collins
The Speed of TrustStephen Covey
How to Win Friends and
Influence PeopleDale 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
![Page 17: Baldrige Power! · TQA Achievement Award Excellence Award 2005-2006 Added Internet, telephone and cable television services. TNCPE EXCELLENCE AWARD 31 OFIs. OUR JOURNEY Late 80s 1993](https://reader034.vdocument.in/reader034/viewer/2022051808/60097777d9dd605d766846b3/html5/thumbnails/17.jpg)
KEY SUCCESS FACTORS
ReliabilitySafety
Financial
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RELIABILITY
0
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
0
2
4
6
8
10
12
IndustryAverage
BTES
Good
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FINANCIAL
0
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
![Page 23: Baldrige Power! · TQA Achievement Award Excellence Award 2005-2006 Added Internet, telephone and cable television services. TNCPE EXCELLENCE AWARD 31 OFIs. OUR JOURNEY Late 80s 1993](https://reader034.vdocument.in/reader034/viewer/2022051808/60097777d9dd605d766846b3/html5/thumbnails/23.jpg)
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
![Page 25: Baldrige Power! · TQA Achievement Award Excellence Award 2005-2006 Added Internet, telephone and cable television services. TNCPE EXCELLENCE AWARD 31 OFIs. OUR JOURNEY Late 80s 1993](https://reader034.vdocument.in/reader034/viewer/2022051808/60097777d9dd605d766846b3/html5/thumbnails/25.jpg)
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
Leslie Blevins
Customer Relations
www.btes.net