Embed Size (px)
Citation preview
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 17,000ELECTRIC
customersFIBER
customers
68EMPLOYEES
with280SQUARE
miles
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
MISSION
What is your organization’s overall function?
What is your organization attempting to accomplish?
MISSION
To provide service to ourcustomers, employees and community
that exceeds their expectations
VISION
What is your organization’sdesired future state?
VISION
To be the bestelectric, Internet, telephoneand cable television provider
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
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
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
VALUES
StewardshipRelationships
HonestyIntegrityRespect
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 LearningTraining
Knowledge Management
STORYTELLING
Act
PlanDo
CheckBook Recommendations
Good to GreatJim Collins
The Speed of TrustStephen Covey
How to Win Friends and
Influence PeopleDale Carnegie
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
KEY SUCCESS FACTORS
ReliabilitySafety
Financial
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
SAFETY
0
2
4
6
8
10
12
IndustryAverage
BTES
Good
FINANCIAL
0
5000000
10000000
15000000
20000000
25000000
1976 2015
BTES
Comparable 1
Comparable 2
Good
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
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
TNCPE EXCELLENCE AWARD
31 OFIs
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
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
CEO
Leslie Blevins
Customer Relations
www.btes.net
