"The gaming industry is inherently highly competitive in any market. In Tunica, after years of double-digit market growth, rates of increase have declined considerably, adding further to the competitive nature of the Tunica marketplace. 2002 Hollywood Casino
More than three years ago, the management team at Hollywood Casino – Tunica recognized that to maintain a leadership position in this competitive market it could no longer be ‘business as usual’. New initiatives were needed to help us conduct business even more effectively than we had in the past.
Baldrige-based quality efforts were embraced as a means to help us create a true point-of-difference over competition in terms of service quality and performance excellence. Importantly the approach was agreed upon by the entire 1300 cast members (our employees) – not just the management staff.
Our three-year journey in Baldrige-based self-assessments with both the Greater Memphis Association for Quality and Mississippi Quality Awards has provided significant benefits throughout our organization. But our journey is far from over. There is much more that we can, and will, do, to help make us even better performers in the market through quality based continuous improvement efforts.
Hollywood Casino is honored and is proud to accept the Pyramid of Excellence Award on behalf of all our cast members who every day live the mission that they created – 'To Be the Best!' Our cast members have a true commitment to not only meet, but exceed guest expectations. We work hard to provide a fun-filled work environment, along with appropriate resources and training to enable our cast members to deliver the highest quality service in a friendly, efficient manner."
John Osborne, Vice President and General Manager, Hollywood Casino - Tunica
1999 Buckman Laboratories
"On behalf of the associates of Buckman Laboratories, I am honored to accept the Pyramid of Excellence award from the Greater Memphis Association for Quality. For over 50 years, Buckman Laboratories has been relentless in its efforts to improve the quality of our products and services for our customers. Our commtment is for continual improvement in everything we do. Through the creative application of our company's knowledge, we deliver exceptional services and products--to ensure the success of our customers and, thus, the success of Buckman. We are proud members of the Memphis community and our commitment to quality includes doing our part to improve the overall quality of life for its citizens."
Steven B. Buckman, President and CEO, Buckman Laboratories
1999 Smith & Nephew, Orthopaedic Division
"Smith & Nephew is proud of its 65-year commitment to the Memphis community. During that time, quality and service have been the keys to building customer partnerships. The company works with leading surgeons around the world to develop new and improved products and innovative surgical techniques. We also work hard to ensure that our internal processes are continually evaluated for quality and effectiveness. The Orthopaedic Division will continue to introduce new products and improve those that we already offer with a simple purpose in mind: the increased comfort, reduced hospitalization, and faster recovery of patients around the world."
Larry W. Papasan, President, Orthopaedic Division
1997 VA Medical Center
"The Department of Veterans Affairs Medical Center, Memphis, TN celebrates with pride its distinguished 74-year heritage of service excellence to the veterans of the Mid-South.
Our medical center organization is resolutely committed to a highly visible, service-oriented, customer-focused health care delivery mission within the context of our long history of service excellence and continuous quality improvement. It is our vision that the VA Medical Center at Memphis will be widely recognized as the quality health care provider of choice by our patients and as the employer of choice by our staff associates."
Kenneth L. Mulholland, Jr.
1996 Memphis Light, Gas & Water
"Driven by a desire to be recognized as the best utility in the nation by the mid 1990s, MLGW continuously seeks ways to increase the quality of life for our customers, our employees, and our community through the products and services we provide. MLGW readily acknowledges that the most important product it sells is customer satisfaction and that the most important asset it has is its employees. With the uncertainties that will result from deregulation over the next several years, MLGW plans to position itself clearly as the "Company of Choice" for our customers, our employees, and our community."
William Crawford, CEO, MLGW
1996 Youth Villages
"Youth Villages is committed to making a difference in the lives of emotionally troubled children and their families by developing and providing innovative treatment services. The Continuous Improvement Process challenges our staff to be creative in helping young people learn to live successfully. The children and families we serve now receive more effective treatment in a shorter period of time at a lower cost."
Patrick Lawler, Administrator, Youth Villages
1995 FedEx Memphis Hub Operations
"Federal Express started the Quality Journey in 1973 with the inception of the People-Service-Profit philosophy. In 1988, we began working with Organizational Dynamics, Inc. to better understand the importance of continuous improvement and the impact it had on our customers, which resulted in us receiving quality awards such as this. Quality will remain a way of life at Federal Express. Reengineering and Process Management will be the dominant forces driving future endeavors."
Kenneth Willoughby, Vice President, FedEx Memphis Hub Operations
1995 Methodist Health Systems
"The Continuous Improvement Process has been successful throughout Methodist Health System because its principles are embraced in our core values and because the focus has been on customer service. Setting quality standards, measuring our efforts against these standards, and continually improving the quality of our service are critical success factors. As a team, I am confident that MHS will be successful in an increasingly competitive market."
Maurice Elliott, CEO, Methodist Health Systems
1995 Trane Commercial Sales and Service
"We are very proud to have been selected for this award. Trane Commercial Sales and Services of Memphis employs only 62 persons, and we realize it is very rare for a small business to be selected for a major quality award. Quality is the foundation of our business. The Quality Improvement Process (QIP) to us is not posters, slogans, big talk, or quality department rhetoric. It is the WAY we run our business. QIP to us is working on the attitudes and systems reengineering to focus on the customer. We look forward to the future!"
Rhett Hailey, CEO, Trane Commercial Sales and Services
1994 Baptist Memorial Hospital
"Baptist Memorial Hospital began the total quality journey a few years ago, before health care reform was a household term. Through the hard work and enthusiastic efforts of our employees and medical staff, we continue to focus on the patient as our reason for being here. We strive to make our Vision to be THE leader in health care quality, value, and service in this region, and one of the leading health care providers in the world a reality."
Stephen C. Reynolds, CEO, Baptist Memorial Hospital
Quality Leadership Winners
1999 Buckman Laboratories, Inc.
President: Chuck Brandenburg
1256 North McLean Blvd.
Memphis, TN 38108Smith & Nephew, Inc.
Orthopaedic Division
President: Larry W. Papasan
1450 Brooks Road
Memphis, TN 381161998 Sedgwick of Tennessee, Inc
Executive Vice President: Michael Pera
1000 Ridgeway Loop Road
Memphis, TN 381201997 Trinity HealthCare Services, Department of Veterans Affairs Medical Center
1996 Memphis Light, Gas, & Water and Youth Villages
1995 FedEx Memphis Hub Operations, Memphis Light, Gas & Water, Trane Commercial Sales and Services and Methodist Health Systems
1994 Baptist Memorial Hospital, Dobbs International Service Inc. and Trane Commercial Sales and Services
Quality Progress Winners
1999 City of Memphis Government
Mayor: Dr. Willie W. Herenton
125 North Main Street
Memphis, TN 38103The Orthopaedic Clinic
Medical Director: Phillip M. Aronoff
1068 Cresthaven Road #440
Memphis, TN 38119The Regional Medical Center at Memphis
President and CEO: Dr. Bruce Steinhauer
877 Jefferson Ave.
Memphis, TN 38103Shelby County Government
Mayor: Jim Rout
160 North Main St.
Memphis, TN 381031998 APL Limited
Director: Jackie Williams
6060 Primacy Parkway, Suite 300
Memphis, TN 38119Buckman Laboratories, Inc.
President: Chuck Brandenburg
1256 North McLean Blvd.
Memphis, TN 38108GST Corporation
President and CEO: Lanny Vaughn
2620 Thousand Oaks, Suite 3420
Memphis, TN 381181997 Medical Financial Services, Inc., Mercury Printing Company, Promus Hotels Guest Assistance, University of Memphis Division of Business and Finance
1996 Brother Industries (USA), Inc., Medshares Home Care of Southwest Tennessee, Inc., Norrell Services, Inc., Trinity HealthCare Services, United States Postal Inspection Service, and Union Planters National Bank
1995 Alverno-Memphis Corporation, City of Memphis General Services, Lifeblood, Norrell Services, Inc., Ohio Casualty Insurance Group, Sibley Service, Inc., Trinity HealthCare Services, Union Planters National Bank and Veterans Administration Medical Center at Memphis
1994 Omega Travel, Inc. Senior Services and Valley Products Company
Quality Commitment Award Winners
1999 First South Credit Union
CEO: Dr. Craig Esrael
6471 Stage Road, Suite 203
Bartlett, TN 38134Homecare Health Services
Administrator: Pam Gault
3189 Kirby Whitten Parkway, Suite 105
Bartlett, TN 38134Porter-Leath Children's Center
Executive Director: Mike Warr
868 North Manassas Street
Memphis, TN 38107Quality Productivity Concentration
Business and Commerce Technology
Business Studies Division,
State Technical Institute at Memphis
President: Dr. M. Douglas Call
5983 Macon Cove
Memphis, TN 38134St. Francis Hospital
CEO: David L. Archer
5959 Park Avenue
Memphis, TN 381191998 HealthSphere of America
CEO: Kyle Altman
5135 Covington Way, Suite 4
Memphis, TN 38134Home-Bound Medical Care, Inc.
Administrator: JoAnn Anderson
2165 Spicer Cove, Suite 1
Memphis, TN 38134Home_Bound Medical Systems, Inc.
CEO: Tom Webb
5115 Covington Way, Suite 8
Memphis, TN 38134The Regional Medical Center at Memphis
President and CEO: Dr. Bruce Steinhauer
877 Jefferson Ave.
Memphis, TN 38103164th Airlift Wing
Commander: Colonel Grank Tutor
2815 Democrat Road
Memphis, TN 38118-1510Shelby County Government
Mayor: Jim Rout
160 North Main
Memphis, TN 38103State Technical Institute,
Office of Job Training
Director: Maeola Killebrew
1177 Poplar Avenue
Memphis, TN 38105The Orthopaedic Clinic
Exec. Medical Director: Philip Aronoff
1068 Cresthaven Road, #400
Memphis, TN 381341997 Brooks and Associates, Inc., Ewing Moving Service, Inc., G. I. Pathology Partners, Johnson Controls World Services, Inc., FAA, Memphis Airports District Office, Treadwell High School
1996 Aims Logistics, Archer/Malmo, Homebound Medical Care, Medical Financial Services, Inc., Mercury Printing Company and Metal Building Products, Inc.
1995 Arden Fasteners, City of Bartlett, Department of Parks and Recreation, Medshares Home Care of Southwest Tennessee, Inc., Morris Advertising Agency, Inc., Pickering Incorporated and United States Postal Inspection Service
1994 Arnoult & Associates Inc., Dyer, James, & Taylor Jefferson Pilot Data Services, Inc., Konica Business Machines USA, Inc., Memphis & Shelby County Division of Planning and Development, Norrell Services, Inc., Ohio Casualty Insurance Group, Omega Health Systems, Inc., South Central Bell and Trinity HealthCare Services
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