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Honeywell Federal Manufacturing & Technologies, Kansas City, Missouri, in the manufacturing category. With 2,700 employees and an annual operating budget of $540 million, FM&T is a management and operating contractor at the National Nuclear Security Administration’s Kansas City plant. Performance highlights include:

• Overall customer satisfaction at or above 95% for the last four years compared to a commercial best-in-class benchmark of 85%
• A Management Assurance System for identifying, implementing, measuring, and sustaining the “critical to quality” needs necessary for desired performance
• An Enterprise Alignment Process for daily accountability, aligned with FM&T’s balanced scorecard and strategic plan
• Cost savings of $23.5 million to $27 million annually for the past three fiscal years through the Six Sigma Plus Continuous Improvement Model

MidwayUSA, Columbia, Missouri, in the small business category. MidwayUSA has 243 full-time and 100 part-time employees and annual revenue of $185. It is a catalog/Internet-based retail merchant that offers shooting, reloading, gunsmithing, and hunting products. Performance highlights include:

• 1,500 documented processes, each focusing on the customer
• Overall customer loyalty of 94%
• Growth rate of 30% compared to 10% for its top competitor
• Strategic planning process that systematically aligns key processes to company goals, customer key requirements, and core competencies

AtlantiCare, Egg Harbor Township, New Jersey, in the health care category. AtlanticCare is a nonprofit health system with 4,872 employees and $700 million in annual revenues. Performance highlights include:

• Ranked seventh out of 4,200 hospitals in 2006 by Commonwealth Fund for clinical results in patient care
• Medical center volume increased from 34,000 discharges in 2000 to 56,000 in 2008, more than twice the state growth rate
• Uses a five-phase Voice of the Customer inquiry process to understand patient and stakeholder requirements and identify and innovate health care service offerings.
• Recognized for the second time as a Magnet nursing organization in 2008

Heartland Health, St. Joseph, Missouri, in the healthcare category. Heartland Health has 3,216 employees and annual revenues of approximately $750 million. Performance highlights include:

• Ranked among the top 15% of hospitals nationally for patient safety
• Uses a three-tier approach to improve community health
• Incorporates an electronic medical record system into its Lewis and Clark Information Exchange program to establish a lifetime medical record for patients in the region
• Saved more than $25 million from process improvements

VA Cooperative Studies Program Clinical Research Pharmacy Coordinating Center, Albuquerque, New Mexico, in the nonprofit category. A federal government organization that supports clinical trials targeting current veteran health issues, The Center has 111 employees and annual revenues of $21 million. Performance highlights include:

• Productivity of $221,000 in revenue per employee compares favorably with competitors, the highest of which has approximately $195,000/employee
• Uses multiple methods to listen to customers, which helped it improve customer satisfaction from 83% in 2003 to 100% in 2009
• Creates an agile, learning organization through the use of a fully deployed, agile matrix management system and an interlocking committee structure
• Low turnover, a supportive learning environment, and leadership effectiveness helped The Center earn recognition as a Federal Executive Board Employer of Choice in 2008 and 2009

(5 votes, average: 5.00 out of 5)

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