The focus on performance excellence that we gained from our work with the Hogan Center has been the clear catalyst for increased sales and customer satisfaction.
David Branch, CEO
Baldrige National Quality Award
Located in Fort Worth, Texas, Branch-Smith Printing specializes in designing, printing, binding, and mailing-related to sheet-fed printing of multipage bound materials. Products include publications, magazines, catalogs, directories, and books.
Problem / Challenge
Prior to U.S. Leadership’s involvement, Branch-Smith had little exposure to Quality concepts. They had no way to measure the cost of quality, other than time charged as spoilage.
Over a period of two years, U.S. Leadership implemented their “Process for Transformation” methodology, which included Leadership development, development of mission/vision/values, establishment of a measurement system, strengthening of the organization’s capabilities, and establishment of goals to achieve higher levels of excellence.
Result / Benefit
From 1996 to 2002, the Customer Satisfaction ratings ranged from 8.3 to 8.7, while competitors rated 7.9 to 8.1. They experienced a 72 percent growth over four years and held that gain in 2002, when the industry declined more than 6 percent. They have been recognized nationally and locally for their excellence.
- Baldrige National Quality Award
- Quality Texas Award