2006 Arroyo Case Study

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2006

National Institute of Sta nda rds a nd Technolog y
Technolog y Administration • De pa rtment of Commerce
Baldrige National Quality Prog ra m

Arroyo Fresco
Community
Health Center
Case Study

2006

National Institute of Standards and Technology
Technology Administration • Department of Commerce
Baldrige National Quality Program

Arroyo Fresco
Community
Health Center
Case Study
The Arroyo Fresco Community Health Center Case Study was prepared for use in the 2006 Malcolm Baldrige National Quality Award Examiner Preparation Course. The Arroyo Fresco Community Health Center Case Study describes a fictitious nonprofit organization in the health care sector. There is no connection between the fictitious Arroyo Fresco Community Health Center and any other organization, either named Arroyo Fresco Community Health Center or otherwise. Other organizations cited in the case study also are fictitious, except for several national and government organizations. Because the case study is developed to train Baldrige Examiners and others and to provide an example of the possible content of a Baldrige application, there are areas in the case study where Criteria requirements are not addressed.

CONTENTS
2006 Eligibility Certification Form …………………………………………………………………

i

Organization Chart …………………………………………………………………………………

xi

2006 Application Form ……………………………………………………………………………

xii

Glossary of Terms and Abbreviations ………………………………………………………………

xiv

Preface: Organizational Profile
P.1
P.2

Organizational Description ……………………………………………………… xviii Organizational Challenges ……………………………………………………… xxi

Category 1—Leadership
1.1
1.2

Senior Leadership ……………………………………………………………… Governance and Social Responsibilities…………………………………………

1
3

Category 2—Strategic Planning
2.1
2.2

Strategy Development ………………………………………………………… Strategy Deployment ……………………………………………………………

5
8

Category 3—Focus on Patients, Other Customers, and Markets 3.1
3.2

Patient, Other Customer, and Health Care Market Knowledge ………………… Patient and Other Customer Relationships and Satisfaction ……………………

11
13

Category 4—Measurement, Analysis, and Knowledge Management 4.1
4.2

Measurement, Analysis, and Review of Organizational Performance ………… Information and Knowledge Management ………………………………………

16
17

Category 5—Human Resource Focus
5.1
5.2
5.3

Work Systems…………………………………………………………………… Staff Learning and Motivation ………………………………………………… Staff Well-Being and Satisfaction ………………………………………………

19
21
24

Category 6—Process Management
6.1
6.2

Health Care Processes ………………………………………………………… Support Processes and Operational Planning ……………………………………

25
29

Category 7—Results
7.1
7.2
7.3
7.4
7.5
7.6

Health Care and Service Delivery Outcomes …………………………………… Patient- and Other Customer-Focused Outcomes ……………………………… Financial and Market Outcomes………………………………………………… Human Resource Outcomes …………………………………………………… Organizational Effectiveness Outcomes ………………………………………… Leadership and Social Responsibility Outcomes ………………………………

32
38
41
43
46
48

2006 Eligibility Certification Form

Page 1of 7

Malcolm Baldrige National Quality Award

OMB Clearance #0693-0006
Expiration Date: January 31, 2007

1. Applicant
Official Name Arroyo Fresco Community
_______________________________________________

Headquarters Address 1345 Desert Bloom Ave.
_________________________________________________

Health Center
_______________________________________________

Yuma, AZ 85364
_________________________________________________

Other Name n/a
_______________________________________________

_________________________________________________

Prior Name n/a
_______________________________________________

_________________________________________________

Has the applicant self-certified for eligibility in a prior year(s)? X
J Yes J No J Do Not Know
If “yes,” indicate the...
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