THE BALDRIGE CRITERIA

The Malcolm Baldrige National Quality Award is the nation's highest presidential honor for performance excellence, and the Southwest Alliance for Excellence (SWAE) Pinnacle Award is our region's counterpart. Both recognitions are based on the Baldrige Criteria that help improve organizational performance. The City of Henderson is the first organization to ever receive the SWAE Pinnacle Award and the largest City to receive the National Malcom Baldrige Award. 

WHY BALDRIGE?

By evaluating our programs and processes against national best practice standards, Baldrige helps us offer exceptional services and resources to those who live, learn, work, and play in our city. This drives us toward our vision of becoming "America's Premier Community." Participating in this citywide accreditation process provides us with two key benefits: 

1. Performance Excellence
   Validates the effectiveness of our systems and reinforces our commitment to our Mission. 
2. Continuous Improvement 
   By participating in the accreditation process, we receive a comprehensive report that helps us identify areas of improvement and growth. 

BALDRIGE FEEDBACK IN ACTION

• Strategic Planning Process
  The City has developed a comprehensive strategic planning process that includes resident and business input, as well as major opportunity areas where departments cross-collaborate and identify and complete initiatives. Throughout the process, data is gathered to provide progress and inform decision making. These enhancements were implemented based on Baldrige feedback. View the Strategic Plan here
  
  
• Open Data Portal
  A transparent informational resource, residents can easily access data to track progress on community goals and important city processes. The Baldrige criteria has informed the development and implementation of this important public resource. Visit the Open Data Portal here
  
  
• PREMIER Customer Service
  The City has hired a Customer Service Strategist to develop and launch the PREMIER Customer Service Program. This Citywide program promotes a systematic customer service approach, offers a comprehensive training curriculum, and aligns with our core values, ensuring that the residents and visitors receive top-notch customer service. Learn more about the PREMIER Customer Service Program
  
  
• Continuous Improvement & Innovation
  The City's Continuous Improvement & Innovation Program aims to instill a mindset of ongoing improvement and innovation in the City's workforce. The program utilizes structured and systematic frameworks, as well as Lean Six Sigma approaches, to drive increased efficiency. As a result, the program delivers both hard and soft savings, as well as improved organizational performance. Learn more about the Continuous Improvement & Innovation Program

OUR PATH TO PREMIER CONTINUES...

Our Path to Premier continues as our organization remains committed to continuous improvement and providing the highest quality of services, programs, and resources to those who live, learn, work and play in our City. The comprehensive report we receive from the Baldrige accreditation process will pioneer new, innovative concepts and help us improve our current processes—driving us closer to our vision to be “America’s Premier Community."

To submit an information request, please visit Contact Henderson: City of Henderson: FAQs