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  September 18, 2020
 KyCPE Conference

KyCPE promotes the Baldrige Excellence Framework in Kentucky

The Framework comprises questions surrounding seven areas of organizational operations -

answering the questions helps organizations better understand and satisfy their customers, students, patients, stakeholders, and workforce.


The Framework is based upon proven organizational concepts, is systematic, and is fact and results-based. The Framework is introduced to organizations through the 4-tiered award application process and through our coaching work.

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Members of the Kentucky Center for Performance Excellence

Dean Bondhus

Karen Dodd ​

Dan Dufresne

Eric-Stephan Neill

Bob Gardner

Kenneth Maxik

Danny Siders

Conley Salyer

Johm  Simson

Dr. Maureen Washburn

Brittany Cook

Rebecca Neill

David Iorio

Jerome Heist

Kim Critchlow

Michele Hoppenrath

William Ryan

City of Covington, KY

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Along with most every other organization, KyCPE has decided to cancel our 2020 Conference and Awards Banquet. While we regret we won’t be seeing everyone in person, we are very excited that our national award winners have agreed to host monthly webinars!

Given everything going on with the pandemic, we know your time and resources are precious. We have created a price structure that we think you will love. Each webinar is just $25. Even better, if you would like to attend every webinar for the year (September 2020 through August 2021) you can sign up to be a member of KyCPE for just $125. That’s a savings of $175! 2020 KyCPE examiners can receive the membership at a 40% discount ($75 membership fee). Choose your level below to register for September’s webinar or become a member and attend all


Click Below to Register                                  Click Below to become a                               Click Below if you are a 2020 Examiner

for the March                                                   Member with access to all 10                      and want to become a Member and

Webinar Only $25                                            Webinars   $125                                               Register for all Webinars $75                                                                                                         

April 21, 2021, 4 p.m. EDT

Doug Serrano and Denise Haynes, Quiet Excellence



This session is designed to help participants move beyond "fire-fighting"  (reactive) responses to adverse events toward "fire-prevention" (proactive) activities.


As an element of creating a culture of safety for the workforce and customers and moving toward systems thinking, many organizations have embraced the concept of a "just" culture. Defined as "a culture in which front-line operators and other persons are not punished for failures of systems and processes," this typically results in increased reporting of errors and "near-miss" events.  Broader knowledge of such events informs analysis of data for patterns and trends, and the use of predictive analytics. Just culture, while certainly an improvement over a "blame" culture, may still merely correct the immediate problem. Taking a corrective action uses analytics to understand the cause(s) that led to the non-conformity and create a S.M.A.R.T.E.R.* plan to prevent future instances of the same or similar issues throughout the organization and beyond.     


Session Learning Objectives:   

At the conclusion of the session, participants will be able to:

  •   Compare and contrast making a correction vs taking a corrective action

  •   Utilize a S.M.A.R.T.E.R. for planning a corrective action

  •   Create a compelling case to commit resources to implement a corrective action, rather than simply      making a correction 

Denise Haynes - For more than 30 years, Denise has been improving health care – from the personal experience of the individual patient in her care at the moment, through the organizational provider level, to enhancing health care efficiency and effectiveness at the state and national levels. Her expertise propelled her into various administrative roles – including clinical leadership, quality, staff development, and executive roles in strategic planning, revenue cycle management, and corporate compliance.  Denise is a highly acclaimed trainer who has facilitated the Baldrige Board of Examiner training at the national level on numerous occasions, and she travels across the country providing training and facilitating improvements based on quality principles including Lean, Six Sigma, Appreciative Inquiry, and IDEALS.  Denise continues to work as a staff nurse in a busy Intensive Care Unit (ICU), both for the love of patient care, and to remain grounded in the realities of the patient and workforce experience. 


Doug Serrano - A retired US Army Colonel, Doug now serves our country through helping organizations improve and attain performance excellence.  As a commanding officer, Doug led the efforts of the first Government organization to ever win the Gold-Level "Eureka" Award from the California Awards for Performance Excellence (Baldrige-based) program. While assigned to The Pentagon, he initiated the actions that created the US Army’s Performance Excellence Award, based on the Baldrige Criteria.  Since his military retirement, Doug has worked with organizations in all sectors and sizes to improve their performance through the use of the Baldrige Criteria.  As a highly effective and light-hearted trainer and facilitator, he has led strategic planning, leadership development, and process improvement activities in a variety of award-winning organizations.  Doug’s diverse history of Baldrige-based roles and experience, with over 12 years’ service on the Baldrige Board of Examiners; years of service as a judge for multiple Baldrige-based award programs; executive leadership of an award-winning applicant; program administrator; and now consultant, provides Doug with a perspective of the Baldrige Program that no one else shares.

Coming Webinars

May 19, 2021

4 p.m.

Understanding the relationship and alignment of the Baldrige Performance Excellence Framework and the ISO 9001 Quality Management System

Maureen Washburn & Ken Maxik

  1. Understand the relationship and alignment of the Baldrige Performance Excellence Framework and the ISO 9001 Quality Management System.

  2. Understand how the organization can use the Baldrige Performance Excellence Framework and the ISO 9001 Quality Management System to design and implement high performing, sustainable, resilient organizations

                                                    Maureen Washburn, ND, RN, CPHQ, FACHE

                                                    Program Development and Certifications, DNV Healthcare 

                                                    Maureen’s experience in healthcare ranges from leadership development to                                                        clinical and operational management including the alignment of program                                                            development, implementation, and management with mission goals,                                                                     strategy, and accreditation and regulatory activities; consultation and                                                                    process reengineering; organizational performance improvement, and                                                                    accreditation. 


                                                   Maureen serves on the ASQ Healthcare and Quality Management Division                                                             Joint Healthcare Technical Committee, is a board member of the Kentucky                                                          Center for Performance Excellence, and has served as a master examiner for                                                        the Malcolm Baldrige National Quality Award.


                                                  Kenneth Maxik

                                                 Mr. Maxik is the Vice President Support Services for CompleteRx Ltd. He brings                                                   over 20 years of hospital operations, management consulting, and healthcare                                                     executive experience to the firm. He is a Certified Master Black Belt in Lean Six                                                   Sigma, Senior Member of the American Society for Quality, and a Fellow in the                                                     American College of Healthcare Executives.
                                                He has managed a broad spectrum of engagements throughout the US in the                                                      areas of general operations improvement, pharmacy compliance, patient                                                              safety initiatives, and hospital benchmarking.
                                               Prior to joining CompleteRx, Mr. Maxik was a Regional Vice President for a                                                           pharmacy management firm. Mr. Maxik's professional experience also includes                                                 consulting work for a fortune 50 firm, and experience in hospital                                                                               administration. 

                                               He is a member of the Executive Committee for the Kentucky Association for                                                       Healthcare Quality.
                                               Mr. Maxik has a Masters in Business Administration from Syracuse University                                                     and a Bachelors of Science in Pharmacy from Albany College of Pharmacy.