Baldrige Coach

Baldrige Award Client Testimonials

We prefer to let our clients and colleagues speak for themselves about our contributions.


"I want to thank the two of you for your work in consulting with Methodist Health System over the past few months in our Texas Award for Performance Excellence application and site visit, as well as your preliminary work with us on our Baldrige journey.  Your professionalism and experience with so many other TAPE and Baldrige winners was certainly on display.


I can't imagine that there is a firm out there that could match your expertise and approach to application of the Baldrige criteria in an organization nor to helping the organization inculcate the critical understanding that Baldrige isn't a destination, but rather a journey to perpetual effectiveness, excellent, and innovation.  Great job!"


Steve Mansfield,  Ph.D., FACHE
President and CEO
Methodist Health System

"I have had the privilege of working with Baldrige Coach for the past several years.  Kay and Glenn’s breadth and depth of knowledge and skills surrounding the Baldrige criteria are not only commendable but also useful and practical.


As chair of the Board of Overseers for the AHCA/NCAL (American Health Care Association/National Centers for Assisted Living) Quality Award, the largest Baldrige-based program in the nation, I have seen the many contributions that Kay and Glenn have made to this outstanding program.  They are examiners, judges, mentors and teachers and their insight has been invaluable."


Ed McMahon, Ph.D.
Vice President of Quality
Sunrise Senior Living

"BaldrigeCoach has been a very important partner in the process of breaking down the silos within the organization, creating an understanding of work flows and methods used to address impediments to quality results, and the development of a customer focus.  I highly recommend them and their work."


Stan Waterhouse, former Chief Operating Officer

Housing Authority of the City of El Paso (HACEP)


"Even after years of working as an Examiner at the Silver Award level, navigating the ins and outs of the Gold Award is challenging. It is difficult, at best, to remember all the i’s that need to be dotted and t’s that need to be crossed to produce an application that describes the facility's processes and displays the organization's successes in a way that paints a picture for the examiners that gives a true and accurate description that responds to the award criteria. I am not sure how I could navigate the journey on my own and appreciate the knowledge and experience I have had from Kay Kendall. I wouldn’t want to undertake this project without her support."


Andy Miller, MHSA, Certified NHA
Ethica Gordon Health and Rehabilitation Center

"Thank you for your assistance with the AHCA Gold application!  Your feedback  provided guidance on the  journey to the highest level of quality for our facility.  You were always quick to respond to any questions or edits, providing motivation and encouragement to strive for the highest scoring band.  You are truly an expert in your field!  It was a pleasure to work with you and a great learning experience! "


Erin Fromwiller
Altercare Post-Acute Rehabilitation Center

“We hire guides and coaches for other less important areas of our lives; it just makes sense that an organization would hire a coach for something as important as improvement and results.” 


Diane Bosworth, Assistant Superintendent
Jenks Public Schools
2005 Baldrige Recipient


“I had previously had a total of approximately four weeks of training in Malcolm Baldrige from several consultants over a three year period, and thought I was as prepared as I could be to both examine applications as well as write them.  It became apparent very rapidly that working with Glenn was going to be different.  The training was professional, complete, hands-on, friendly and results-oriented.  I found out quickly I did not know near as much about the Criteria as I had previously assumed.  Mr. Glenn Bodinson taught me more in three and half days than I had learned in more than four weeks from other consultants.  The training I received from Glenn was the best I have ever had and it continues to pay personal dividends in my quest to understand as well as apply the Baldrige Criteria in my company and in my personal life.”


Tim Lewis, Site Director
Big Hill Strategic Petroleum Reserve
2005 Texas Award for Performance Excellence


“The strengths of benefit all organizations in their pursuit of excellence.  Their track record of taking beginners to high-performance is the result of their expertise in assessing, planning, and implementing all areas of the Criteria for Performance Excellence!”


JoAnn Brumit, CEO
2000 Baldrige National Quality Award Recipient


Our 2004 Baldrige recipient client was The Bama Companies from Tulsa, Oklahoma.  Among other products, they make millions of biscuits a day.  Utilizing the Baldrige Criteria and Framework, with Balanced Scorecards, Six Sigma, and a principle-centered culture has resulted in significant productivity improvement that offset rising commodity prices, enabling them to avoid price increases on their major products since 1996.


Bama’s Mike Frihart, a Six Sigma Black Belt, had written Bama’s Baldrige application in prior years. When asked what he thought made the difference in 2004, he replied:


  • “Getting the senior leaders personally involved in championing and preparing a Category really improved buy-in and ownership.”
  • “Using graphics made our application clearer to the examiners and made the writing easier and more effective.”
  • “We focused the application on our “wow” process and results story, and Vicki used words that made it exciting and added sizzle.”
  • “Using a master Baldrige coach is like hiring a guide who knows where the big fish are.  Glenn helped us produce a higher scoring application and effectively prepared us for the site visit.  He saved us at least a year in our Quest for the Baldrige Award.”


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Richardson, TX 75080



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