2006 Arroyo Case Study

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,