n a v i g a t i o n

m a i n

Mission and Vision

About Us

Background and History


s e r v i c e s


Performance Assessments

Performance Excellence Award Development

Specialized Consulting

Federal Government Services

Symposia, Conference, and Meeting Management

p u b l i c a t i o n s

Insights to Performance Excellence

Insights to Performance Excellence in Health Care

Insights to Performance Excellence in Education

Baldrige in Brief

Article on Organizational Self-Assessments


Course Descriptions

Baldrige Performance Excellence Training

We are the nation's foremost trainers in Baldrige-based award and performance excellence systems. Each year, we train over one thousand examiners for State and organizational awards or internal assessment programs. The course is based on Quantum's published text Insights to Performance Excellence: An Inside Look at the 2009–2010 Baldrige Award Criteria and a case study to prepare participants to be "examiners." Participants learn how to interpret and score written self-assessments from organizations, conduct on-site visits, identify organizational strengths and opportunities for improvement, and select the best as role models. If your team or organization is working to improve performance systematically, building a team of credible and trained internal examiners is critical to long-term success. Quantum's instructors are leaders in this field. We specialize in designing in-house quality awards and assessment systems. Training is intensive and requires up to 10 to 20 hours or pre-work.

Change Management

To transform an organization to achieve high levels of performance, change is always required. To be effective, this change demands the unwavering focus of key leaders. Change management processes enhance leadership skills and help align leader and customer expectations, strategy, data systems, workforce performance management systems, and key work processes. To avoid failure, change requires unwavering top leadership commitment, consistent two-way communication throughout the workforce, and the support of key stakeholders including subordinate leaders, customers, and workers.

To help change occur effectively, we provide or help develop the following:

1. Training or counseling to address implementation concerns.

2. Measurable performance targets, consistent with strategy and business plans. Closely monitor progress against these targets considering, for example, risks, dependencies, costs, return on investment, and organizational issues affecting the progress of required work.

3. An effective process to ensure workforce capability and capacity—sufficient numbers of people with the right mix of knowledge, skills, and abilities.

4. An effective rollout plan with clear communications to inform stakeholders of the reasons for the change, the benefits of the change, and relevant details of the change and the roles that stakeholders will play in the successful transformation.

5. Processes and procedures to mitigate resistance from those who do not want to change.

Strategic Planning

Strategic Planning presents steps to help managers and leaders link business planning of the past with improvements needed for future success. Building on the mission, vision, and key results desired, this module helps managers and team members align the work of the entire organization to help optimize performance. This course helps managers and leaders develop plans to focus resources on activities to achieve key results essential for success.

Performance Excellence Assessment

This course helps an organization assess its work systems and management effectiveness. Based on our published text Insights to Performance Excellence: An Inside Look at the 2009–2010 Baldrige Award Criteria, and assessment survey, participants begin a journey of discovery about their organization. Participants learn to identify strengths and areas for improvement in organizations that are implementing quality management. Participants will be able to interpret the Malcolm Baldrige criteria as an assessment guideline for their organization and will use survey results to plan strategically for continuous improvement.

Symposia, Conference, and Meeting Management

An important and resource-intensive part of performance improvement is communication and sharing best practices, lessons learned, and state-of-the-art technical and nontechnical disciplines. Quantum has long-term expertise in conference, workshop, and symposia management services, including management of conferences, workshops, seminars and symposia; strategy and planning; budget and cost control; site selection; marketing and promotion; travel services; agenda preparation; and minutes/report preparation and distribution.

Tools for Performance Excellence

Organizational improvement relies on accurate data and effective team processes. The Tools for Performance Excellence modules help participants examine and interpret data to improve decision making. Basic decision-making and team-building tools such as Pareto diagrams, scatter diagrams, fishbone diagrams, and flow charts are introduced. Participants learn principles of process analysis to analyze and improve their work processes.

Problem Solving Process

The Problem Solving Process course provides a common problem-solving framework to improve quality. Participants apply six steps to effective problem solving that emphasize accurately defining problems, generating many possible solutions, and selecting the best solution using facts and reason instead of intuition and emotion. Software is available to organizations that require this approach to documenting team problem-solving efforts.


The Benchmarking course is designed for managers, facilitators, team members, and team leaders. It provides a tool and process for gathering information on the best practices that can be used to improve products and services. The first part takes the participants through the basics steps involved in benchmarking. The second part provides an opportunity to apply the process using a step-by-step example.

Self-Directed Work Teams

This course has a module for managers or team leaders, and a module for employees. Different skills are required for each group. Managers will develop a complete team building plan. From a variety of experiences, including discussion, demonstration, outlines, checklists, and role-plays, managers will learn how to help team members to work together, develop honest and open communication, resolve conflict, and begin to develop trust. They will receive guidance and practice in coaching teams, and learn how to identify and overcome the barriers to effective coaching. They will also practice the actual skills needed to assemble, guide, and coach a successful team formed to accomplish a specific objective. Employee will learn about the value of teams and how to become actively involved in the team building process. They will learn how to be effective as they increase ownership and involvement in goal-setting, problem-solving, and productivity improvement. Through discussion, demonstration, and role-plays, they will learn strategies for communicating openly and honestly with each other. Key skill development in the course involves building trust, resolving conflict, and negotiating priorities.

Facilitator Training

Facilitators are key to organizational success in continuously improving products and services. They are change agents, team coaches, and process advisors. Quantum assists agencies in identifying, selecting, and developing a core of trained facilitators. These people learn and practice skills such as team dynamics, conflict management, process management, planning, and application of quality tools. This course is usually taught over a period of several weeks. Ideally, training will begin before teams are launched.

Work Process Improvement

The Work Process Improvement course provides practical tools for examining work processes with a goal of eliminating steps that are wasteful and do not add value or enhance customer satisfaction. Continuous improvement of work processes and reducing cycle time are essential for agency success in the future. By improving work processes, customer satisfaction and quality improve while costs decline. In addition, a one-day intensive follow-up session is also available to help teams begin to analyze their key work processes in depth.

Instructor Courses (Train the trainer)

In these courses we build capacity of organizational personnel by developing a core of expertise and talent within the organization. Courses are intensive and involve both content and presentation skill development. Instructors are delighted with results of our proven methods. These courses teach internal personnel to conduct training within their organization in the following areas:

Communications and Team Building
Facilitator Training
Problem Solving Process
Tools for Performance Excellence
Strategic Planning
Work Process Improvement
Conference and Symposia Management

Symposia, Conference, and Meeting Management

As part of conference management services, we teach and develop tools for successful meetings, workshops, conference sessions, and symposia. Measurable goals, outcomes, budgeting, reporting, minutes distribution, and follow-up taskings are part of this online course and tool kit.