Results with Baldrige in Small Business

(links are to organization profiles)

MidwayUSA (PDF)

• MidwayUSA had more than 1,500 documented processes, all focused on serving the customer.
• Overall customer satisfaction was 93%, and overall customer retention reached an all-time high of 98% in 2009.
• The sales growth rate reached nearly 30% in 2008, compared with 10% for the top competitor. Net income as a percentage of sales grew from 2.5% in 2003 to nearly 10% in 2008.
• Scores on the annual employee survey improved from about 60% favorable in 2002 to 82% in 2008.

 

PRO-TEC Coating Company Profile (PDF)

• PRO-TEC maintained an industry-leading uptime of 98% from 2002 to 2006.
  
• The defect rate was less than 0.12%.
  
• The turnover rate was less than 2%, and PRO-TEC has had no layoffs in its history
  
  

MESA Products, Inc. Profile (PDF)

• Sales increased 93% (to $27 million).
• 94% of customers preferred doing business with MESA than with competitors, and MESA retained 100% of its key customers from 2000 to 2005.
• The on-time shipping rate reached 97%, and error rates decreased 50%.
  
  

Park Place Lexus Profile (PDF)

• The Grapevine dealership's new-car client satisfaction index reached 99.8% in 2004--the highest of any U.S. Lexus dealerships.
• Gross profit increased 51.3% from 2000-2004.
  
• Satisfaction among preowned vehicle clients reached 98%.
  
  

Texas Nameplate Company, Inc. Profile (PDF)

• 70% of top customers were retained for more than 10 years.
• More than 80% of workforce members were cross-trained to perform multiple jobs; employee satisfaction was 83%.
  
• Quote response time decreased from 6 hours to under 2 hours, and the production cycle decreased from 14 days to under 8 days.
  
  

Stoner, Inc. Profile (PDF)

• Sales increased 400%.
• Manufacturing productivity increased 150%.
• More than 98% of top customers were retained over a five-year period.

Branch-Smith Printing Division Profile (PDF)

• Sales grew more than 72% over four years during an industry decline.
• Employee satisfaction reached 86% and turnover fell from 43% to under 8% percent in six years.
• Volatile organic compound emissions fell more than 50% in three years.
  
  

Pal's Sudden Service Profile (PDF)

• The average customer service score for quality was 95.8% in 2001.
• Order handout speed increased more than 30% (to 20 seconds).
  
• Market share doubled.
  
  

Los Alamos National Bank Profile (PDF)

• 80% of customers said they were very satisfied.
• Net income increased more than a 60%.
  
• More than 90% of employees received leadership training.
  
  

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