baldrige power! · tqa achievement award excellence award 2005-2006 added internet, telephone and...

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

mbrowder@btes.net

Leslie Blevins

Customer Relations

lblevins@btes.net

www.btes.net