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Malcolm Baldridge Awards 12/14/92 [OA 8485]
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1
MALCOLM BALDRIGE QUALITY AWARDS
MALCOLM BALDRIGE GREAT HALL, D.O.C.
MONDAY, DECEMBER 14, 1992 \ 11:30 A.M.
THANK YOU, SECRETARY FRANKLIN. LET ME
FIRST RECOGNIZE OUR BALDRIGE FOUNDATION
TRUSTEES, OUR PRIVATE SECTOR EXAMINERS AND
JUDGES AND ALL THOSE WHO COORDINATED THIS
YEAR'S BALDRIGE AWARDS. ALSO, IT IS MY
SPECIAL PRIVILEGE TO SALUTE MEMBERS OF THE
BALDRIGE FAMILY WITH US TODAY.
- 2 -
I ALWAYS LOOK FORWARD TO THIS YEARLY
AWARDS CEREMONY. AN OPPORTUNITY TO HONOR
INDUSTRY'S BEST. AND A CHANCE To REVISIT THE
LEGACY OF AN EXTRAORDINARY MAN -- MALCOLM
BALDRIGE.
I REMEMBER A STORY PRESIDENT REAGAN LOVED
To TELL OF THE DAY HE PHONED MAC TO ASK HIM
To JOIN HIS CABINET.
3 I I
HE WAS TOLD BY HIS WIFE, MIDGE, THAT HE'D
HAVE TO CALL BACK LATER: MAC WAS OUT ON HIS
HORSE ROPING AND COULDN'T COME TO THE PHONE.
THAT WAS MAC.
HE WAS A MAN WHOSE COLLECTION OF BELT
BUCKLES WAS THE ONLY THING THAT COULD
OUTNUMBER HIS MANY ACHIEVEMENTS.
- 4 -
IN A HAND-TOOLED WESTERN BELT AND A
PIN-STRIPE SUIT, MAC WAS THE CONNECTICUT
COWBOY, A MAN WHOSE NAME IS NOW ENSHRINED IN
THE COWBOY HALL OF FAME -- AND THE ONLY GUY I
KNEW WHO'D COMPLAIN OF SADDLE SORES FROM
SITTING AT A DESK TOO LONG. //
- 5 -
HE USED TO SAY THAT THE THING HE LIKED ABOUT
COWBOYS WAS THAT THEY DIDN'T TALK UNLESS THEY
HAD SOMETHING TO SAY, AND WHEN THEY SAID
SOMETHING, THEY MEANT IT. THAT WAS TRUE OF
MAC. WHEN HE TALKED BUSINESS, HE MEANT
BUSINESS. AND WHEN HE TALKED OF MAKING
AMERICA'S PRODUCTS SECOND TO NONE, YOU
LISTENED.
- 6 -
THE STANDARDS OF EXCELLENCE MAC EMBODIED
ARE STILL VERY MUCH WITH US. FAIRNESS,
HONESTY, TENACITY. THESE WERE HIS
YARDSTICKS. THE SAME YARDSTICKS WE USE TODAY
IN LOOKING FOR THE VERY BEST THAT AMERICAN
INDUSTRY HAS TO OFFER. AND THIS YEAR, WE
HAVE FOUND THEM IN FIVE EXCEPTIONAL
COMPANIES.
- 7 -
NINETY COMPANIES, THIS YEAR, DECIDED THEY
WERE TOUGH ENOUGH TO TAKE THE BALDRIGE TEST.
THOUSANDS -- ROUGHLY 175,000 OTHERS -- USED
THE BALDRIGE CRITERIA AS AN INTERNAL TEST, AS
A WAY TO BE TOUGH ON THEMSELVES. A FEW OF
OUR PAST WINNERS, LIKE MOTOROLA AND IBM, HAVE
EVEN GONE so FAR AS TO URGE THEIR SUPPLIERS
TO FOLLOW THE BALDRIGE CRITERIA.
- 8 -
WHAT THIS TELLS US IS SIMPLE: AMERICA IS
NUMBER ONE BECAUSE IT DEMANDS NOT ONLY THE
BEST FOR ITSELF, BUT ALSO FROM ITSELF. //
AND NOW TO THIS YEAR'S WINNERS.
SOME MIGHT THINK THE COMMERCE DEPARTMENT
OFFERED A TWO-FOR-ONE DEAL WITH AT&T -- BUT
NOT so.
- 9 -
THOUGH BOTH TRANSMISSION SYSTEMS AND
UNIVERSAL CARD SERVICES ARE DIVISIONS OF
AT&T, THEY ARE TWO SEPARATE BUSINESSES, WHO
SHARE ONE COMMON GOAL -- A COMMITMENT TO
QUALITY. AT&T CHAIRMAN ROBERT ALLEN SAID OF
THIS COMMITMENT: "THE REAL CHALLENGE IS TO
DEFINE QUALITY NOT FROM OUR OWN PERSPECTIVE,
BUT FROM THE CUSTOMER'S.'
- 10 -
THIS BOTH DIVISIONS HAVE DONE.
TRANSMISSION SYSTEMS BUSINESS UNIT DEDICATES
ITSELF NOT ONLY TO ITS CUSTOMERS' SHORT-TERM
NEEDS, BUT ITS LONG-TERM NEEDS AS WELL. WITH
THE INPUT OF MORE THAN 7500 EMPLOYEES AT NINE
U.S. SITES, TRANSMISSION SYSTEMS HAS
INITIATED PROGRAMS TO PREDICT WHAT NEW
TECHNOLOGIES WILL BE NEEDED TO MEET THEIR
CUSTOMERS' LONG-TERM GOALS.
- 11 -
IN SLIGHTLY MORE THAN 3 YEARS, TRANSMISSION
SYSTEMS HAS NEARLY DOUBLED INTERNATIONAL
SALES AND NOW SELLS SYSTEMS TO MORE THAN 50
COUNTRIES. THAT'S A LOT OF SATISFIED
CUSTOMERS.
UNIVERSAL CARD SERVICES HASN'T BECOME A
BENCHMARK OF OTHER COMPANIES BY ACCIDENT, BUT
BY EFFORT -- TOP PERFORMANCES BY ALL OF ITS
2500 EMPLOYEES.
- 12 -
UNIVERSAL CARD LED ITS CHARGE TO EXCELLENCE
BY CENTRALIZING THEIR BUSINESS AROUND ONE KEY
PRINCIPLE: "DELIGHT THE CUSTOMER." AND IT
SEEMS THEY ARE, INDEED, DELIGHTED. 98% OF
THEIR CUSTOMERS RATE OVERALL SERVICES AS
BETTER THAN THE COMPETITION. 98%. [[THAT'S
ONE POLL I COULD HAVE USED ABOUT A MONTH AGO .
//1]
- 13 -
IT'S NOT OFTEN THAT A SMALL BUSINESS
MEANS BIG BUSINESS, BUT IT'S TRUE FOR THE
GRANITE Rock COMPANY. WITH THE INITIATION OF
THEIR TOTAL QUALITY PROGRAM, GRANITE Rock HAS
EXCEEDED ITS INDUSTRY STANDARDS FOR HIGH
QUALITY AND UNMATCHED SERVICE.
- 14 -
RATHER THAN FOLLOW A WELL-WORN PATH, GRANITE
Rock CHOSE TO CHART ITS OWN WAY -- A JOURNEY
THAT HAS BROUGHT THEM HERE TODAY -- AN AWARD-
WINNING COMPANY THAT DEFINES SUCCESS IN THREE
LITTLE WORDS: "ANOTHER SATISFIED CUSTOMER."
- 15 -
RITZ-CARLTON WON 121 QUALITY-RELATED
AWARDS IN 1991, BUT ASK ANY EMPLOYEE HOW THEY
GAUGE THEIR SUCCESS AND THEY'LL SAY - -- THE
GOLD STANDARDS -- THE RITZ-CARLTON'S BIBLE
FOR PREMIUM SERVICE.
WITH ALMOST 12,000 EMPLOYEES, THE RITZ-
CARLTON HAS IMPLEMENTED A RIGOROUS QUALITY
PROGRAM THAT SEEKS "A MEMORABLE VISIT" FOR
EVERY GUEST.
- 16 -
THIS LUXURY HOTEL BUSINESS KNOWS THAT A MINT
ON THE PILLOW ISN'T ENOUGH TO KEEP A CUSTOMER
COMING BACK. IT'S THE PRINCIPLE "SERVICE
MUST BE EXCELLENT IF IT IS ANYTHING" THAT HAS
EARNED RITZ-CARLTON ONE OF THE MOST LOYAL
FOLLOWINGS IN THE TRAVEL AND TOURISM
INDUSTRY.
FOR TEXAS INSTRUMENTS DEFENSE SYSTEMS &
ELECTRONICS GROUP, ITS BEST PRODUCT IS ALWAYS
SURPASSED BY ITS NEXT INNOVATION.
17 I I
MAC USED TO CALL THIS KIND OF INVENTIVENESS
"YANKEE INGENUITY." [[I'M NOT SURE A TEXAS-
BASED COMPANY COTTONS TO BEING CALLED
"YANKEE" -- BUT INGENIOUS, I THINK THEY'LL
ACCEPT. //1] FORMED DURING WORLD WAR II,
THIS T.I. SUBSIDIARY HAS GROWN TO BECOME THE
NATION'S EIGHTH LARGEST DEFENSE ELECTRONICS
CONTRACTOR.
- 18 -
WE KNOW FROM THE SUCCESS OF DESERT STORM,
THAT IN MATTERS OF ADVANCED WEAPONRY, QUALITY
IS KEY. AND WE KNOW, Too, FROM THE SUCCESS
OF DESERT STORM, THAT T.I.'s CONTRIBUTIONS TO
THIS EFFORT WERE INVALUABLE.
IN TODAY'S COMPETITIVE GLOBAL
MARKETPLACE, QUALITY OF SERVICE AND QUALITY
OF GOODS TAKES ON TOP PRIORITY IN AMERICAN
BUSINESS.
- 19 -
PREMIUM STANDARDS ARE NO LONGER LOFTY GOALS,
BUT VITAL COMPONENTS OF EVERY BASIC BUSINESS
STRATEGY. THIS YEAR'S BALDRIGE AWARD WINNERS
KNOW THAT QUALITY STANDARDS DO NOT IMPEDE
SUCCESS, THEY ENCOURAGE IT. MAC WOULD AGREE.
- 20 -
EACH TIME WE REVISIT OUR MEMORIES OF MAC
BALDRIGE AT THIS CEREMONY, I'M REMINDED OF
THE WISDOM HE USED TO IMPART MOST OFTEN --
ALWAYS, IN ANYTHING AND EVERYTHING, RISE TO
THE HIGHEST STANDARD. THIS YEAR'S MALCOLM
BALDRIGE QUALITY AWARD WINNERS HAVE ALL DONE
JUST THAT.
- 21 -
CONGRATULATIONS. MAY GOD BLESS YOU ALL
AND THE UNITED STATES OF AMERICA.
#
#
#
MALCOLM BALDRIGE QUALITY AWARDS
MALCOLM BALDRIGE GREAT HALL, D.O.C.
MONDAY, DECEMBER 14, 1992 \ 11:30 A.M.
THANK YOU, SECRETARY FRANKLIN. LET ME
FIRST RECOGNIZE OUR BALDRIGE FOUNDATION
TRUSTEES, OUR PRIVATE SECTOR EXAMINERS AND
JUDGES AND ALL THOSE WHO COORDINATED THIS
YEAR'S BALDRIGE AWARDS. ALSO, IT IS MY
SPECIAL PRIVILEGE TO SALUTE MEMBERS OF THE
BALDRIGE FAMILY WITH US TODAY.
- 2 -
I ALWAYS LOOK FORWARD TO THIS YEARLY
AWARDS CEREMONY. AN OPPORTUNITY TO HONOR
INDUSTRY'S BEST. AND A CHANCE TO REVISIT THE
LEGACY OF AN EXTRAORDINARY MAN -- MALCOLM
BALDRIGE.
I REMEMBER A STORY PRESIDENT REAGAN LOVED
TO TELL OF THE DAY HE PHONED MAC TO ASK HIM
To JOIN HIS CABINET.
- 3 -
HE WAS TOLD BY HIS WIFE, MIDGE, THAT HE'D
HAVE TO CALL BACK LATER: MAC WAS OUT ON HIS
HORSE ROPING AND COULDN'T COME TO THE PHONE.
THAT WAS MAC.
HE WAS A MAN WHOSE COLLECTION OF BELT
BUCKLES WAS THE ONLY THING THAT COULD
OUTNUMBER HIS MANY ACHIEVEMENTS.
- 4 -
IN A HAND-TOOLED WESTERN BELT AND A
PIN=STRIPE SUIT, MAC WAS THE CONNECTICUT
COWBOY, A MAN WHOSE NAME IS NOW ENSHRINED IN
THE COWBOY HALL OF FAME -- AND THE ONLY GUY I
KNEW WHO'D COMPLAIN OF SADDLE SORES FROM
SITTING AT A DESK TOO LONG. //
- 5 -
HE USED TO SAY THAT THE THING HE LIKED ABOUT
COWBOYS WAS THAT THEY DIDN'T TALK UNLESS THEY
HAD SOMETHING TO SAY, AND WHEN THEY SAID
SOMETHING, THEY MEANT IT. THAT WAS TRUE OF
MAC. WHEN HE TALKED BUSINESS, HE MEANT
BUSINESS. AND WHEN HE TALKED OF MAKING
AMERICA'S PRODUCTS SECOND TO NONE, YOU
LISTENED.
- 6 -
THE STANDARDS OF EXCELLENCE MAC EMBODIED
ARE STILL VERY MUCH WITH US. FAIRNESS,
HONESTY, TENACITY. THESE WERE HIS
YARDSTICKS. THE SAME YARDSTICKS WE USE TODAY
IN LOOKING FOR THE VERY BEST THAT AMERICAN
INDUSTRY HAS TO OFFER. AND THIS YEAR, WE
HAVE FOUND THEM IN FIVE EXCEPTIONAL
COMPANIES.
= 7 -
NINETY COMPANIES, THIS YEAR, DECIDED THEY
WERE TOUGH ENOUGH TO TAKE THE BALDRIGE TEST.
THOUSANDS -- ROUGHLY 175,000 OTHERS -- USED
THE BALDRIGE CRITERIA AS AN INTERNAL TEST, AS
A WAY TO BE TOUGH ON THEMSELVES. A FEW OF
OUR PAST WINNERS, LIKE MOTOROLA AND IBM, HAVE
EVEN GONE so FAR AS TO URGE THEIR SUPPLIERS
To FOLLOW THE BALDRIGE CRITERIA.
- 8 -
WHAT THIS TELLS US IS SIMPLE: AMERICA IS
NUMBER ONE BECAUSE IT DEMANDS NOT ONLY THE
BEST FOR ITSELF, BUT ALSO FROM ITSELF. //
AND NOW TO THIS YEAR'S WINNERS.
SOME MIGHT THINK THE COMMERCE DEPARTMENT
OFFERED A TWO-FOR-ONE DEAL WITH AT&T -- BUT
NOT SO.
- 9 -
THOUGH BOTH TRANSMISSION SYSTEMS AND
UNIVERSAL CARD SERVICES ARE DIVISIONS OF
AT&T, THEY ARE TWO SEPARATE BUSINESSES, WHO
SHARE ONE COMMON GOAL -- A COMMITMENT TO
QUALITY. AT&T CHAIRMAN ROBERT ALLEN SAID OF
THIS COMMITMENT: "THE REAL CHALLENGE IS TO
DEFINE QUALITY NOT FROM OUR OWN PERSPECTIVE,
BUT FROM THE CUSTOMER'S.'
- 10 -
THIS BOTH DIVISIONS HAVE DONE.
TRANSMISSION SYSTEMS BUSINESS UNIT DEDICATES
ITSELF NOT ONLY TO ITS CUSTOMERS' SHORT-TERM
NEEDS, BUT ITS LONG-TERM NEEDS AS WELL. WITH
THE INPUT OF MORE THAN 7500 EMPLOYEES AT NINE
U.S. SITES, TRANSMISSION SYSTEMS HAS
INITIATED PROGRAMS TO PREDICT WHAT NEW
TECHNOLOGIES WILL BE NEEDED TO MEET THEIR
CUSTOMERS' LONG-TERM GOALS.
- 11 -
IN SLIGHTLY MORE THAN 3 YEARS, TRANSMISSION
SYSTEMS HAS NEARLY DOUBLED INTERNATIONAL
SALES AND NOW SELLS SYSTEMS TO MORE THAN 50
COUNTRIES. THAT'S A LOT OF SATISFIED
CUSTOMERS.
UNIVERSAL CARD SERVICES HASN'T BECOME A
BENCHMARK OF OTHER COMPANIES BY ACCIDENT, BUT
BY EFFORT -- TOP PERFORMANCES BY ALL OF ITS
2500 EMPLOYEES.
- 12 -
UNIVERSAL CARD LED ITS CHARGE TO EXCELLENCE
BY CENTRALIZING THEIR BUSINESS AROUND ONE KEY
PRINCIPLE: "DELIGHT THE CUSTOMER." AND IT
SEEMS THEY ARE, INDEED, DELIGHTED. 98% OF
THEIR CUSTOMERS RATE OVERALL SERVICES AS
BETTER THAN THE COMPETITION. 98%. [[THAT'S
ONE POLL I COULD HAVE USED ABOUT A MONTH AGO.
//1]
- 13 -
IT'S NOT OFTEN THAT A SMALL BUSINESS
MEANS BIG BUSINESS, BUT IT'S TRUE FOR THE
GRANITE Rock COMPANY. WITH THE INITIATION OF
THEIR TOTAL QUALITY PROGRAM, GRANITE Rock HAS
EXCEEDED ITS INDUSTRY STANDARDS FOR HIGH
QUALITY AND UNMATCHED SERVICE.
- 14 -
RATHER THAN FOLLOW A WELL-WORN PATH, GRANITE
Rock CHOSE TO CHART ITS OWN WAY -- A JOURNEY
THAT HAS BROUGHT THEM HERE TODAY -- AN AWARD-
WINNING COMPANY THAT DEFINES SUCCESS IN THREE
LITTLE WORDS: "ANOTHER SATISFIED CUSTOMER."
- 15 -
RITZ-CARLTON WON 121 QUALITY-RELATED
AWARDS IN 1991, BUT ASK ANY EMPLOYEE HOW THEY
GAUGE THEIR SUCCESS AND THEY'LL SAY -- THE
GOLD STANDARDS -- THE RITZ-CARLTON'S BIBLE
FOR PREMIUM SERVICE.
WITH ALMOST 12,000 EMPLOYEES, THE RITZ-
CARLTON HAS IMPLEMENTED A RIGOROUS QUALITY
PROGRAM THAT SEEKS "A MEMORABLE VISIT" FOR
EVERY GUEST.
- 16 -
THIS LUXURY HOTEL BUSINESS KNOWS THAT A MINT
ON THE PILLOW ISN'T ENOUGH TO KEEP A CUSTOMER
COMING BACK. IT'S THE PRINCIPLE "SERVICE
MUST BE EXCELLENT IF IT IS ANYTHING" THAT HAS
EARNED RITZ-CARLTON ONE OF THE MOST LOYAL
FOLLOWINGS IN THE TRAVEL AND TOURISM
INDUSTRY.
FOR TEXAS INSTRUMENTS DEFENSE SYSTEMS &
ELECTRONICS GROUP, ITS BEST PRODUCT IS ALWAYS
SURPASSED BY ITS NEXT INNOVATION.
- 17 =
MAC USED TO CALL THIS KIND OF INVENTIVENESS
"YANKEE INGENUITY." [[I'M NOT SURE A TEXAS-
BASED COMPANY COTTONS TO BEING CALLED
"YANKEE" -- BUT INGENIOUS, I THINK THEY'LL
ACCEPT. //]] FORMED DURING WORLD WAR II,
THIS T.I. SUBSIDIARY HAS GROWN TO BECOME THE
NATION'S EIGHTH LARGEST DEFENSE ELECTRONICS
CONTRACTOR.
- 18 -
WE KNOW FROM THE SUCCESS OF DESERT STORM,
THAT IN MATTERS OF ADVANCED WEAPONRY, QUALITY
IS KEY. AND WE KNOW, Too, FROM THE SUCCESS
OF DESERT STORM, THAT T.I.'s CONTRIBUTIONS TO
THIS EFFORT WERE INVALUABLE.
IN TODAY'S COMPETITIVE GLOBAL
MARKETPLACE, QUALITY OF SERVICE AND QUALITY
OF GOODS TAKES ON TOP PRIORITY IN AMERICAN
BUSINESS.
- 19 -
PREMIUM STANDARDS ARE NO LONGER LOFTY GOALS,
BUT VITAL COMPONENTS OF EVERY BASIC BUSINESS
STRATEGY. THIS YEAR'S BALDRIGE AWARD WINNERS
KNOW THAT QUALITY STANDARDS DO NOT IMPEDE
SUCCESS, THEY ENCOURAGE IT. MAC WOULD AGREE.
- 20 -
EACH TIME WE REVISIT OUR MEMORIES OF MAC
BALDRIGE AT THIS CEREMONY, I'M REMINDED OF
THE WISDOM HE USED TO IMPART MOST OFTEN --
ALWAYS, IN ANYTHING AND EVERYTHING, RISE TO
THE HIGHEST STANDARD. THIS YEAR'S MALCOLM
BALDRIGE QUALITY AWARD WINNERS HAVE ALL DONE
JUST THAT.
- 21 -
CONGRATULATIONS. MAY GOD BLESS YOU ALL
AND THE UNITED STATES OF AMERICA.
#
#
#
THE WHITE HOUSE
WASHINGTON
December 10, 1992
MEMORANDUM FOR THE PRESIDENT
THROUGH:
DAN MC GROARTY
FROM:
MICHELE NIX
SUBJECT:
MALCOLM BALDRIGE QUALITY AWARDS
I. SUMMARY
On Monday, December 14, at 11:30 a.m., you will address 500
people gathered in the Malcolm Baldrige Great Hall at the
Department of Commerce for the annual Malcolm Baldrige Quality
Awards Ceremony. You will be introduced by Secretary Franklin.
II. DISCUSSION
Your remarks (7 minutes, on cards) honor this year's
Baldrige Award Winners and pay tribute to the late Secretary
Malcolm Baldrige.
Nix
December 8, 1992
Draft Two
BALDRIGE
PRESIDENTIAL REMARKS:
MALCOLM BALDRIGE QUALITY AWARDS
MALCOLM BALDRIGE GREAT HALL, DOC
MONDAY, DECEMBER 14, 1992
11:30 A.M.
[Acknowledgments] I always look forward to this yearly
awards ceremony. An opportunity to honor industry's best. And a
chance to revisit the legacy of an extraordinary man -- Malcolm
Baldrige.
I remember a story President Reagan loved to tell of the day
he phoned Mac to ask him to join his Cabinet. He was told by
Midge that he'd have to call back later: Mac was out on his
horse roping and he couldn't come to the phone. That was Mac.
He was a man whose collection of belt buckles was the only
thing that could outnumber his many achievements. In a hand-
tooled western belt and a pin-stripe suit, Mac was the
Connecticut cowboy -- the only guy I knew who'd complain of
saddle sores from sitting at a desk too long. // He used to say
that the thing he liked about cowboys was that they didn't talk
unless they had something to say, and when they said something,
they meant it. That was true of Mac. When he talked business,
he meant business. And when he talked of making America's
products second to none, you listened.
The standards of excellence Mac embodied are still very much
with us. Fairness, honesty, tenacity. These were his
yardsticks. The same yardsticks we use today in looking for the
very best that American industry has to offer. And this year, we
have found them in five exceptional companies.
Some might think the Commerce Department offered a two-for-
one deal with AT&T -- but not so. Though both Transmission
Systems and Universal Card Services are divisions of AT&T, they
are two separate businesses, who share one common goal -- a
commitment to quality. AT&T Chairman Robert Allen said of this
commitment: "The real challenge is to define quality not from
our own perspective, but from the customer's."
This both divisions have done. Transmission Systems
Business Unit dedicates itself not only to its customers' short-
term needs, but its long-term needs as well. With the input of
more than 7500 employees at nine U.S. sites, Transmission Systems
has initiated programs to predict what new technologies will be
needed to meet their customers' long-term goals. In slightly
more than 3 years, Transmission Systems has nearly doubled
international sales and now sells systems to more than 50
countries. That's a lot of satisfied customers.
Universal Card Services hasn't become a benchmark of other
companies by accident, but by effort -- top performances by all
of its 2500 employees. Universal Card led its charge to
excellence by centralizing their business around one key
principle: "delight the customer." And it seems they are,
indeed, delighted. 98% of their customers rate overall services
as better than the competition. 98%. [[That's one poll I could
have used a month ago. //]]
It's not often that a small business means big business, but
it's true for the Granite Rock Company. With the initiation of
their Total Quality Program, Granite Rock has exceeded its
industry standards for high quality and unmatched service.
Rather than follow a well-worn path, Granite Rock chose to chart
its own way -- a journey that has brought them here today -- an
award-winning company that defines success in three little words:
"another satisfied customer."
Ritz-Carlton won 121 quality-related awards in 1991, but ask
any employee how they gauge their success and they'll say -- the
Gold Standards -- the Ritz-Carlton's bible for premium service.
With almost 12,000 employees, the Ritz-Carlton has implemented a
rigorous quality program that seeks "a memorable visit" for every
guest. This luxury hotel business knows that a mint on the
pillow isn't enough to keep a customer coming back. It's the
principle "service must be excellent if it is anything" that has
earned Ritz-Carlton one of the most loyal followings in the
travel and tourism industry.
For Texas Instruments Defense Systems & Electronics Group,
its best product is always surpassed by its next innovation. Mac
used to call this kind of inventiveness "Yankee ingenuity."
[[I'm not sure a Texas-based company cottons to being called
"yankee" -- but ingenious, I think they'll accept. //]] Formed
during World War II, this TI subsidiary has grown to become the
nation's eighth largest defense electronics contractor. We know
from the success of Desert Storm, that in matters of advanced
weaponry, quality is key. And we know, too, from the success of
Desert Storm, that TI's contributions to this effort were
invaluable.
In today's competitive global marketplace, quality of
service and quality of goods takes on top priority in American
business. Premium standards are no longer lofty goals, but vital
components of every basic business strategy. This year's
Baldrige award winners know that quality standards do not impede
success, they encourage it. Mac would agree.
Each time we revisit our memories of Mac Baldrige at this
ceremony, I'm reminded of the wisdom he used to impart most often
-- always, in anything and everything, rise to the highest
standard. This year's Malcolm Baldrige Quality Award Winners
have all done just that.
Congratulations. May God bless you all and the United
States of America.
#
#
#
366584SS
Document No.
WHITE HOUSE STAFFING MEMORANDUM
12/9/92
DATE:
ACTION/CONCURRENCE/COMMENT DUE BY: NOON, THURS., DEC. 11
PRESIDENTIAL REMARKS: MALCOLM BALDRIGE QUALITY AWARDS
MALCOLM BALDRIGE GREAT HALL, DOC
SUBJECT:
MONDAY, DECEMBER 14, 1992
ACTION FYI
ACTION FYI
VICE PRESIDENT
MCBRIDE
BAKER
X MOORE
SCOWCROFT
X
MULLINS
DARMAN N/C
PETERSMEYER
BATES
PORTER
BRADY
PROVOST
BROMLEY
ROSS
CALIO N/C
SMITH NK
DEMAREST N/C
TUTWILER
FITZWATER
ZOELLICK
MCV
MCGROARTY
GRAY
CLERK
HOLIDAY
BOSKIN
HORNER
N/C
REMARKS:
Please provide comments on the attached directly to
Dan McGroarty, Rm. 122, x2930, with a copy to this
office NO LATER THAN NOON, THURSDAY, DECEMBER 14.
Thank you.
RESPONSE:
called 11:00
PHILLIP D. BRADY
Assistant to the President
12:15
and Staff Secretary
Ext. 2702
Nix
December 8, 1992
Draft One
DEC 9 All : 40
BALDRIGE
PRESIDENTIAL REMARKS:
MALCOLM BALDRIGE QUALITY AWARDS
MALCOLM BALDRIGE GREAT HALL, DOC
MONDAY, SEPTEMBER 14, 1992
11:30 A.M. December
[Acknowledgments] I always look forward to this yearly
awards ceremony. An opportunity to honor industry's best. And a
chance to revisit the legacy of an extraordinary man -- Malcolm
Baldrige.
I remember a story President Reagan loved to tell of the day
he phoned Mac to ask him to join his Cabinet. He was told by
Midge that he'd have to call back later: Mac was out on his
horse roping and he couldn't come to the phone. That was Mac.
He was a man whose collection of belt buckles was the only
thing that could outnumber his many achievements. After being
appointed Commerce Secretary, a reporter asked him what made him
qualified for such a post when he didn't even know where the
Commerce building sits. "I have some, or limited, knowledge of
politics," he said, "and I understand that's necessary in
Washington. "//
In a hand-tooled western belt and a pin-stripe suit, Mac was
the Connecticut cowboy -- the only guy I knew who'd complain of
saddle sores from sitting at a desk too long. He used to say
that the thing he liked about cowboys was that they didn't talk
unless they had something to say, and when they said something,
they meant it. That was true of Mac. When he talked business,
he meant business. And when he talked of making America's
products second to none, you listened.
The standards of excellence Mac embodied are still very much
with us. Fairness, honesty, tenacity. These were his
yardsticks. The same yardsticks we use today in looking for the
very best that American industry has to offer. And this year, we
have found them in five exceptional companies.
Some might think the Commerce Department offered a two-for-
one deal with AT&T -- but not so. Though both Transmission
Systems and Universal Card Services are divisions of AT&T, they
are two separate businesses, who share one common goal -- a
commitment to quality. AT&T Chairman Robert Allen said of this
commitment: "The real challenge is to define quality not from
our own perspective, but from the customer's."
This both divisions have done. Transmission Systems
Business Unit dedicates itself not only to its customers short-
term needs, but its long-term needs as well. With the input of
more than 7500 employees at nine U.S. sites, TSBU has initiated
programs to predict what new technologies will be needed to meet
their customers long-term goals. In slightly more than 3 years,
TSBU has doubled international sales and now sells systems to
more than 50 countries. That's a lot of satisfied customers.
Universal Card Services hasn't become a benchmark of other
companies by accident, but by effort -- top performances by all
of its 2500 employees. UCS led its charge to excellence by
centralizing their business around one key principle: "delight
the customer." And it seems they are, indeed, delighted. 98% of
their customers rate overall services as better than the
competition. 98%. [[That's one poll I could have used a month
ago. //]]
It's not often that a small business means big business, but
it's true for the Granite Rock Company. With the initiation of
their Total Quality Program, Granite Rock has exceeded its
industry standards for high quality and unmatched service.
Rather than follow a well-worn path, Granite Rock chose to chart
its own way -- a journey that has brought them here today -- an
award-winning company that defines success in three little words:
"another satisfied customer."
Ritz-Carlton won 121 quality-related awards in 1991, but ask
any employee how they gauge their success and they'll say -- the
Gold Standards -- the Ritz-Carlton's bible for premium service.
With almost 12,000 employees, the Ritz-Carlton has implemented a
rigorous quality program that seeks "a memorable visit" for every
guest. This luxury hotel business knows that a mint on the
pillow isn't enough to keep a customer coming back. It's the
principle "service must be excellent if it is anything" that has
earned Ritz-Carlton one of the most loyal followings in its
industry.
For Texas Instruments Defense Systems & Electronics Group,
its best product is always surpassed by its next innovation. Mac
used to call this kind of inventiveness "Yankee ingenuity."
[[I'm not sure a Texas-based company cottons to being called
"yankee" -- but ingenious, I think they'll accept. //]] Formed
during World War II, this TI subsidiary has grown to become the
nation's eighth largest defense electronics contractor. We know
from the success of Desert Storm, that in matters of advanced
weaponry, quality is key. And we know, too, from the success of
Desert Storm, that TI's contributions to this effort were
invaluable.
In today's competitive global marketplace, quality of
service and quality of goods takes on top priority in American
business. Premium standards are no longer lofty goals, but vital
components of every basic business strategy. This year's
Baldrige award winners know that quality standards do not impede
success, they encourage it. Mac would agree.
Each time we revisit our memories of Mac Baldrige at this
ceremony, I'm reminded of the wisdom he used to impart most often
-- always, in anything and everything, rise to the highest
standard. This year's Malcolm Baldrige Quality Award Winners
have all done just that.
Congratulations. May God bless you all and the United
States of America.
#
#
#
THE WHITE HOUSE
WASHINGTON
December 10, 1992
MEMORANDUM FOR DAN McGROARTY
FROM:
ROGER B. PORTER
RBP
SUBJECT:
Presidential Remarks: Malcolm Baldrige Quality
Awards
We have reviewed the attached remarks and have noted a few
suggested changes on the draft.
Please let us know if you have any questions or if we may
help in any other way.
CC: Phillip D. Brady
366584SS
Document No.
WHITE HOUSE STAFFING MEMORANDUM
12/9/92
ACTION/CONCURRENCE/COMMENT DUE BY:
NOON, THURS., DEC. 11
DATE:
PRESIDENTIAL REMARKS: MALCOLM BALDRIGE QUALITY AWARDS
MALCOLM BALDRIGE GREAT HALL, DOC
SUBJECT:
MONDAY, DECEMBER 14, 1992
ACTION FYI
ACTION FYI
VICE PRESIDENT
MCBRIDE
BAKER
MOORE
SCOWCROFT
MULLINS
DARMAN
PETERSMEYER
BATES
PORTER
BRADY
PROVOST
BROMLEY
ROSS
CALIO
SMITH
DEMAREST
TUTWILER
FITZWATER
ZOELLICK
MCGROARTY
GRAY
CLERK
HOLIDAY
BOSKIN
HORNER
REMARKS:
Please provide comments on the attached directly to
Dan McGroarty, Rm. 122, x2930, with a copy to this
office NO LATER THAN NOON, THURSDAY, DECEMBER 10.
Thank you.
RESPONSE:
PHILLIP D. BRADY
Assistant to the President
and Staff Secretary
Ext. 2702
Nix
December 8, 1992
Draft One
DEC 9 All : 40
BALDRIGE
PRESIDENTIAL REMARKS:
MALCOLM BALDRIGE QUALITY AWARDS
MALCOLM BALDRIGE GREAT HALL, DOC
MONDAY, SEPTEMBER 14, 1992
11:30 A.M. December
[Acknowledgments] I always look forward to this yearly
awards ceremony. An opportunity to honor industry's best. And a
chance to revisit the legacy of an extraordinary man -- Malcolm
Baldrige.
I remember a story President Reagan loved to tell of the day
he phoned Mac to ask him to join his Cabinet. He was told by
Midge that he'd have to call back later: Mac was out on his
horse roping and he couldn't come to the phone. That was Mac.
He was a man whose collection of belt buckles was the only
thing that could outnumber his many achievements. After being
appointed Commerce Secretary, a reporter asked him what made him
qualified for such a post when he didn't even know where the
Commerce building sits. "I have some, or limited, knowledge of
politics," he said, "and I understand that's necessary in
Washington."//
In a hand-tooled western belt and a pin-stripe suit, Mac was
the Connecticut cowboy -- the only guy I knew who'd complain of
saddle sores from sitting at a desk too long. He used to say
that the thing he liked about cowboys was that they didn't talk
unless they had something to say, and when they said something,
they meant it. That was true of Mac. When he talked business,
he meant business. And when he talked of making America's
products second to none, you listened.
The standards of excellence Mac embodied are still very much
with us. Fairness, honesty, tenacity. These were his
yardsticks. The same yardsticks we use today in looking for the
very best that American industry has to offer. And this year, we
have found them in five exceptional companies.
Some might think the Commerce Department offered a two-for-
one deal with AT&T -- but not SO. Though both Transmission
Systems and Universal Card Services are divisions of AT&T, they
are two separate businesses, who share one common goal -- a
commitment to quality. AT&T Chairman Robert Allen said of this
commitment: "The real challenge is to define quality not from
our own perspective, but from the customer's. "
THE
This both divisions have done
Transmission Systems
SUPERBLMO
Business Unit dedicates itself not only to its customers short-
THEIR
term needs, but its long-term needs as well. With the input of
more than 7500 employees at nine U.S. sites, TSBU has initiated
programs to predict what new technologies will be needed to meet
their customers long-term goals. In slightly more than 3 years,
TSBU has doubled international sales and now sells systems to
more than 50 countries. That's a lot of satisfied customers.
Universal Card Services hasn't become a benchmark of other
companies by accident, but by effort -- top performances by all
of its 2500 employees. UCS led its charge to excellence by
centralizing their business around one key principle: "delight
the customer." And it seems they are, indeed, delighted. 98% of
their customers rate overall services as better than the
AN APPROVAL RATING
competition. 98%. [[That's one poll I could have used a month
ago. //]]
It's not often that a small business means big business, but
it's true for the Granite Rock Company. With the initiation of
their Total Quality Program, Granite Rock has exceeded its
industry standards for high quality and unmatched service.
Rather than follow a well-worn path, Granite Rock chose to chart
its own way -- a journey that has brought them here today -- an
award-winning company that defines success in three little words:
"another satisfied customer."
Ritz-Carlton won 121 quality-related awards in 1991, but ask
any employee how they gauge their success and they'll say -- the
Gold Standards -- the Ritz-Carlton's bible for premium service.
With almost 12,000 employees, the Ritz-Carlton has implemented a
rigorous quality program that seeks "a memorable visit" for every
guest. This luxury hotel business knows that a mint on the
pillow isn't enough to keep a customer coming back. It's the
principle "service must be excellent if it is anything" that has
earned Ritz-Carlton one of the most loyal followings in its
industry.
For Texas Instruments Defense Systems & Electronics Group,
its best product is always surpassed by its next innovation. Mac
used to call this kind of inventiveness "Yankee ingenuity."
[[I'm not sure a Texas-based company cottons to being called
"yankee" -- but ingenious, I think they'll accept. //]] Formed
during World War II, this TI subsidiary has grown to become the
nation's eighth largest defense electronics contractor. We know
from the success of Desert Storm, that in matters of advanced
weaponry, quality is key. And we know, too, from the success of
Desert Storm, that TI's contributions to this effort were
invaluable.
In today's competitive global marketplace, quality of
service and quality of goods takes on top priority in American
business. Premium standards are no longer lofty goals, but vital
components of every basic business strategy. This year's
Baldrige award winners know that quality standards do not impede
success, they encourage it. Mac would agree.
Each time we revisit our memories of Mac Baldrige at this
ceremony, I'm reminded of the wisdom he used to impart most often
-- always, in anything and everything, rise to the highest
standard. This year's Malcolm Baldrige Quality Award Winners
have all done just that.
Congratulations. May God bless you all and the United
States of America.
#
#
#
366584SS
Document No.
WHITE HOUSE STAFFING MEMORANDUM
12/9/92
DATE:
ACTION/CONCURRENCE/COMMENT DUE BY:
NOON, THURS., DEC. 11
PRESIDENTIAL REMARKS: MALCOLM BALDRIGE QUALITY AWARDS
MALCOLM BALDRIGE GREAT HALL, DOC
SUBJECT:
MONDAY, DECEMBER 14, 1992
ACTION FYI
ACTION FYI
VICE PRESIDENT
MCBRIDE
BAKER
MOORE
SCOWCROFT
MULLINS
DARMAN
PETERSMEYER
BATES
PORTER
BRADY
PROVOST
BROMLEY
ROSS
CALIO
SMITH
DEMAREST
TUTWILER
FITZWATER
ZOELLICK
MCGROARTY
GRAY
CLERK
HOLIDAY
HORNER
BOSKIN
REMARKS:
Please provide comments on the attached directly to
Dan McGroarty, Rm. 122, x2930, with a copy to this
office NO LATER THAN NOON, THURSDAY, DECEMBER 14.
Thank you.
RESPONSE:
PHILLIP D. BRADY
MS.
Assistant to the President
and Staff Secretary
Ext. 2702
Nix
December 8, 1992
Draft One
2 DEC 9 All: 40
BALDRIGE
PRESIDENTIAL REMARKS:
MALCOLM BALDRIGE QUALITY AWARDS
MALCOLM BALDRIGE GREAT HALL, DOC
MONDAY, SEPTEMBER 14, 1992
11:30 A.M. December
[Acknowledgments] I always look forward to this yearly
awards ceremony. An opportunity to honor industry's best. And a
chance to revisit the legacy of an extraordinary man -- Malcolm
Baldrige.
I remember a story President Reagan loved to tell of the day
he phoned Mac to ask him to join his Cabinet. He was told by
Midge that he'd have to call back later: Mac was out on his
horse roping and he couldn't come to the phone. That was Mac.
He was a man whose collection of belt buckles was the only
thing that could outnumber his many achievements. After being
appointed Commerce Secretary, a reporter asked him what made him
qualified for such a post when he didn't even know where the
Commerce building sits. "I have some, or limited, knowledge of
politics," he said, "and I understand that's necessary in
Washington. "//
In a hand-tooled western belt and a pin-stripe suit, Mac was
the Connecticut cowboy -- the only guy I knew who'd complain of
saddle sores from sitting at a desk too long. He used to say
that the thing he liked about cowboys was that they didn't talk
unless they had something to say, and when they said something,
they meant it. That was true of Mac. When he talked business,
he meant business. And when he talked of making America's
products second to none, you listened.
The standards of excellence Mac embodied are still very much
with us. Fairness, honesty, tenacity. These were his
yardsticks. The same yardsticks we use today in looking for the
very best that American industry has to offer. And this year, we
have found them in five exceptional companies.
Some might think the Commerce Department offered a two-for-
one deal with AT&T -- but not so. Though both Transmission
Systems and Universal Card Services are divisions of AT&T, they
are two separate businesses, who share one common goal -- a
commitment to quality. AT&T Chairman Robert Allen said of this
commitment: "The real challenge is to define quality not from
our own perspective, but from the customer's."
This both divisions have done. Transmission Systems
Business Unit dedicates itself not only to its customers short-
term needs, but its long-term needs as well. With the input of
more than 7500 employees at nine U.S. sites, TSBU has initiated
programs to predict what new technologies will be needed to meet
their customers long-term goals. In slightly more than 3 years,
TSBU has doubled international sales and now sells systems to
more than 50 countries. That's a lot of satisfied customers.
Universal Card Services hasn't become a benchmark of other
companies by accident, but by effort -- top performances by all
of its 2500 employees. UCS led its charge to excellence by
centralizing their business around one key principle: "delight
the customer." And it seems they are, indeed, delighted. 98% of
their customers rate overall services as better than the
competition. 98%. [[That's one poll I could have used a month
ago. //]]
It's not often that a small business means big business, but
it's true for the Granite Rock Company. With the initiation of
their Total Quality Program, Granite Rock has exceeded its
industry standards for high quality and unmatched service.
Rather than follow a well-worn path, Granite Rock chose to chart
its own way -- a journey that has brought them here today -- an
award-winning company that defines success in three little words:
"another satisfied customer."
Ritz-Carlton won 121 quality-related awards in 1991, but ask
any employee how they gauge their success and they'll say -- the
Gold Standards -- the Ritz-Carlton's bible for premium service.
With almost 12,000 employees, the Ritz-Carlton has implemented a
rigorous quality program that seeks "a memorable visit" for every
guest. This luxury hotel business knows that a mint on the
pillow isn't enough to keep a customer coming back. It's the
principle "service must be excellent if it is anything" that has
earned Ritz-Carlton one of the most loyal followings in its
industry.
For Texas Instruments Defense Systems & Electronics Group,
its best product is always surpassed by its next innovation. Mac
used to call this kind of inventiveness "Yankee ingenuity."
[[I'm not sure a Texas-based company cottons to being called
"yankee" -- but ingenious, I think they'll accept. //]] Formed
during World War II, this TI subsidiary has grown to become the
nation's eighth largest defense electronics contractor. We know
from the success of Desert Storm, that in matters of advanced
weaponry, quality is key. And we know, too, from the success of
Desert Storm, that TI's contributions to this effort were
invaluable.
In today's competitive global marketplace, quality of
service and quality of goods takes on top priority in American
business. Premium standards are no longer lofty goals, but vital
components of every basic business strategy. This year's
Baldrige award winners know that quality standards do not impede
success, they encourage it. Mac would agree.
Each time we revisit our memories of Mac Baldrige at this
ceremony, I'm reminded of the wisdom he used to impart most often
-- always, in anything and everything, rise to the highest
standard. This year's Malcolm Baldrige Quality Award Winners
have all done just that.
Congratulations. May God bless you all and the United
States of America.
#
#
#
366584SS
Document No.
8970
WHITE HOUSE STAFFING MEMORANDUM
12/9/92
DATE:
ACTION/CONCURRENCE/COMMENT DUE BY: NOON, THURS. , DEC. 11
PRESIDENTIAL REMARKS: MALCOLM BALDRIGE QUALITY AWARDS
MALCOLM BALDRIGE GREAT HALL, DOC
SUBJECT:
MONDAY, DECEMBER 14, 1992
ACTION FYI
ACTION FYI
VICE PRESIDENT
MCBRIDE
BAKER
MOORE
SCOWCROFT
MULLINS
DARMAN
PETERSMEYER
BATES
PORTER
BRADY
PROVOST
BROMLEY
ROSS
CALIO
SMITH
DEMAREST
TUTWILER
FITZWATER
ZOELLICK
MCGROARTY
GRAY
CLERK
HOLIDAY
HORNER
BOSKIN
REMARKS:
Please provide comments on the attached directly to
Dan McGroarty, Rm. 122, x2930, with a copy to this
office NO LATER THAN NOON, THURSDAY, DECEMBER 14.
Thank you.
RESPONSE:
TO:
DAN MCGROARTY
December 10, 1992
PHILLIP D. BRADY
The NSC staff concurs with the attached.
Assistant to the President
Brent Scowcroft
and Staff Secretary
Ext. 2702
CC: Phillip Brady
Nix
December 8, 1992
Draft One
2 DEC 9 All 40
BALDRIGE
PRESIDENTIAL REMARKS:
MALCOLM BALDRIGE QUALITY AWARDS
MALCOLM BALDRIGE GREAT HALL, DOC
MONDAY, SEPTEMBER 14, 1992
11:30 A.M. December
[Acknowledgments] I always look forward to this yearly
awards ceremony. An opportunity to honor industry's best. And a
chance to revisit the legacy of an extraordinary man -- Malcolm
Baldrige.
I remember a story President Reagan loved to tell of the day
he phoned Mac to ask him to join his Cabinet. He was told by
Midge that he'd have to call back later: Mac was out on his
horse roping and he couldn't come to the phone. That was Mac.
He was a man whose collection of belt buckles was the only
thing that could outnumber his many achievements. After being
appointed Commerce Secretary, a reporter asked him what made him
qualified for such a post when he didn't even know where the
Commerce building sits. "I have some, or limited, knowledge of
politics," he said, "and I understand that's necessary in
Washington. "//
In a hand-tooled western belt and a pin-stripe suit, Mac was
the Connecticut cowboy -- the only guy I knew who'd complain of
saddle sores from sitting at a desk too long. He used to say
that the thing he liked about cowboys was that they didn't talk
unless they had something to say, and when they said something,
they meant it. That was true of Mac. When he talked business,
he meant business. And when he talked of making America's
products second to none, you listened.
The standards of excellence Mac embodied are still very much
with us. Fairness, honesty, tenacity. These were his
yardsticks. The same yardsticks we use today in looking for the
very best that American industry has to offer. And this year, we
have found them in five exceptional companies.
Some might think the Commerce Department offered a two-for-
one deal with AT&T --- but not so. Though both Transmission
Systems and Universal Card Services are divisions of AT&T, they
are two separate businesses, who share one common goal -- a
commitment to quality. AT&T Chairman Robert Allen said of this
commitment: "The real challenge is to define quality not from
our own perspective, but from the customer's."
This both divisions have done. Transmission Systems
Business Unit dedicates itself not only to its customers short-
term needs, but its long-term needs as well. With the input of
more than 7500 employees at nine U.S. sites, TSBU has initiated
programs to predict what new technologies will be needed to meet
their customers long-term goals. In slightly more than 3 years,
TSBU has doubled international sales and now sells systems to
more than 50 countries. That's a lot of satisfied customers.
Universal Card Services hasn't become a benchmark of other
companies by accident, but by effort -- top performances by all
of its 2500 employees. UCS led its charge to excellence by
centralizing their business around one key principle: "delight
the customer." And it seems they are, indeed, delighted. 98% of
their customers rate overall services as better than the
competition. 98%. [[That's one poll I could have used a month
ago. //]]
It's not often that a small business means big business, but
it's true for the Granite Rock Company. With the initiation of
their Total Quality Program, Granite Rock has exceeded its
industry standards for high quality and unmatched service.
Rather than follow a well-worn path, Granite Rock chose to chart
its own way -- a journey that has brought them here today -- an
award-winning company that defines success in three little words:
"another satisfied customer."
Ritz-Carlton won 121 quality-related awards in 1991, but ask
any employee how they gauge their success and they'll say -- the
Gold Standards -- the Ritz-Carlton's bible for premium service.
With almost 12,000 employees, the Ritz-Carlton has implemented a
rigorous quality program that seeks "a memorable visit" for every
guest. This luxury hotel business knows that a mint on the
pillow isn't enough to keep a customer coming back. It's the
principle "service must be excellent if it is anything" that has
earned Ritz-Carlton one of the most loyal followings in its
industry.
For Texas Instruments Defense Systems & Electronics Group,
its best product is always surpassed by its next innovation. Mac
used to call this kind of inventiveness "Yankee ingenuity."
[[I'm not sure a Texas-based company cottons to being called
"yankee" -- but ingenious, I think they'll accept. //]] Formed
during World War II, this TI subsidiary has grown to become the
nation's eighth largest defense electronics contractor. We know
from the success of Desert Storm, that in matters of advanced
weaponry, quality is key. And we know, too, from the success of
Desert Storm, that TI's contributions to this effort were
invaluable.
In today's competitive global marketplace, quality of
service and quality of goods takes on top priority in American
business. Premium standards are no longer lofty goals, but vital
components of every basic business strategy. This year's
Baldrige award winners know that quality standards do not impede
success, they encourage it. Mac would agree.
Each time we revisit our memories of Mac Baldrige at this
ceremony, I'm reminded of the wisdom he used to impart most often
-- always, in anything and everything, rise to the highest
standard. This year's Malcolm Baldrige Quality Award Winners
have all done just that.
Congratulations. May God bless you all and the United
States of America.
#
#
#
366584SS
Document No.
WHITE HOUSE STAFFING MEMORANDUM
12/9/92
DATE:
ACTION/CONCURRENCE/COMMENT DUE BY: NOON, THURS., DEC. 10
PRESIDENTIAL REMARKS: MALCOLM BALDRIGE QUALITY AWARDS
MALCOLM BALDRIGE GREAT HALL, DOC
SUBJECT:
MONDAY, DECEMBER 14, 1992
ACTION FYI
ACTION FYI
VICE PRESIDENT
MCBRIDE
BAKER
MOORE
SCOWCROFT
MULLINS
DARMAN
PETERSMEYER
BATES
PORTER
BRADY
PROVOST
BROMLEY
ROSS
CALIO
SMITH
DEMAREST
TUTWILER
FITZWATER
ZOELLICK
MCGROARTY
GRAY
CLERK
HOLIDAY
HORNER
BOSKIN
REMARKS:
Please provide comments on the attached directly to
Dan McGroarty, Rm. 122, x2930, with a copy to this
office NO LATER THAN NOON, THURSDAY, DECEMBER 10.
Thank you.
RESPONSE:
no comment
PHILLIP D. BRADY
Assistant to the President
and Staff Secretary
Ext. 2702
Nix
December 8, 1992
Draft One
DEC 9 All: 40
BALDRIGE
PRESIDENTIAL REMARKS:
MALCOLM BALDRIGE QUALITY AWARDS
MALCOLM BALDRIGE GREAT HALL, DOC
MONDAY, SEPTEMBER 14, 1992
11:30 A.M. December
[Acknowledgments] I always look forward to this yearly
awards ceremony. An opportunity to honor industry's best. And a
chance to revisit the legacy of an extraordinary man -- Malcolm
Baldrige.
I remember a story President Reagan loved to tell of the day
he phoned Mac to ask him to join his Cabinet. He was told by
Midge that he'd have to call back later: Mac was out on his
horse roping and he couldn't come to the phone. That was Mac.
He was a man whose collection of belt buckles was the only
thing that could outnumber his many achievements. After being
appointed Commerce Secretary, a reporter asked him what made him
qualified for such a post when he didn't even know where the
Commerce building sits. "I have some, or limited, knowledge of
politics," he said, "and I understand that's necessary in
Washington. "//
In a hand-tooled western belt and a pin-stripe suit, Mac was
the Connecticut cowboy -- the only guy I knew who'd complain of
saddle sores from sitting at a desk too long. He used to say
that the thing he liked about cowboys was that they didn't talk
unless they had something to say, and when they said something,
they meant it. That was true of Mac. When he talked business,
he meant business. And when he talked of making America's
products second to none, you listened.
The standards of excellence Mac embodied are still very much
with us. Fairness, honesty, tenacity. These were his
yardsticks. The same yardsticks we use today in looking for the
very best that American industry has to offer. And this year, we
have found them in five exceptional companies.
Some might think the Commerce Department offered a two-for-
one deal with AT&T -- but not SO. Though both Transmission
Systems and Universal Card Services are divisions of AT&T, they
are two separate businesses, who share one common goal -- a
commitment to quality. AT&T Chairman Robert Allen said of this
commitment: "The real challenge is to define quality not from
our own perspective, but from the customer's."
This both divisions have done. Transmission Systems
Business Unit dedicates itself not only to its customers short-
term needs, but its long-term needs as well. With the input of
more than 7500 employees at nine U.S. sites, TSBU has initiated
programs to predict what new technologies will be needed to meet
their customers long-term goals. In slightly more than 3 years,
TSBU has doubled international sales and now sells systems to
more than 50 countries. That's a lot of satisfied customers.
Universal Card Services hasn't become a benchmark of other
companies by accident, but by effort -- top performances by all
of its 2500 employees. UCS led its charge to excellence by
centralizing their business around one key principle: "delight
the customer." And it seems they are, indeed, delighted. 98% of
their customers rate overall services as better than the
competition. 98%. [[That's one poll I could have used a month
ago. //]]
It's not often that a small business means big business, but
it's true for the Granite Rock Company. With the initiation of
their Total Quality Program, Granite Rock has exceeded its
industry standards for high quality and unmatched service.
Rather than follow a well-worn path, Granite Rock chose to chart
its own way -- a journey that has brought them here today -- an
award-winning company that defines success in three little words:
"another satisfied customer."
Ritz-Carlton won 121 quality-related awards in 1991, but ask
any employee how they gauge their success and they'll say -- the
Gold Standards -- the Ritz-Carlton's bible for premium service.
With almost 12,000 employees, the Ritz-Carlton has implemented a
rigorous quality program that seeks "a memorable visit" for every
guest. This luxury hotel business knows that a mint on the
pillow isn't enough to keep a customer coming back. It's the
principle "service must be excellent if it is anything" that has
earned Ritz-Carlton one of the most loyal followings in its
industry.
For Texas Instruments Defense Systems & Electronics Group,
its best product is always surpassed by its next innovation. Mac
used to call this kind of inventiveness "Yankee ingenuity."
[[I'm not sure a Texas-based company cottons to being called
"yankee" -- but ingenious, I think they'll accept. //]] Formed
during World War II, this TI subsidiary has grown to become the
nation's eighth largest defense electronics contractor. We know
from the success of Desert Storm, that in matters of advanced
weaponry, quality is key. And we know, too, from the success of
Desert Storm, that TI's contributions to this effort were
invaluable.
In today's competitive global marketplace, quality of
service and quality of goods takes on top priority in American
business. Premium standards are no longer lofty goals, but vital
components of every basic business strategy. This year's
Baldrige award winners know that quality standards do not impede
success, they encourage it. Mac would agree.
Each time we revisit our memories of Mac Baldrige at this
ceremony, I'm reminded of the wisdom he used to impart most often
-- always, in anything and everything, rise to the highest
standard. This year's Malcolm Baldrige Quality Award Winners
have all done just that.
Congratulations. May God bless you all and the United
States of America.
#
#
#
/
SENT BY:Xerox Telecopier 7020 :12-10-92 ; 1:19PM ;
OPD->
2024566218;# 1
Office of Cabinet Affairs
Fax Transmission Cover
TO:
Claire
LOCATION:
FAX NUMBER:
FROM:
Paul Korfonta
Number of pages to follow:
2
Office of Cabinet Affairs
Telephone:
(202) 456-5630
Fax:
(202) 456- 2223
Comments:
SENT BY:Xerox Telecopier 7020 12-10-92 ; 1:19PM ;
OPD->
2024566218:# 2
12/10/92 14:26
202 4824578
002
12/10/92 12:20
SENT BY:Xerex Telecopier 7620 112-10-22 110100AM :
102 452457510 1
an 1440 176" "**N 18:45 i
the waste House"
10001# #
products seeme to nens, you Lincense.
The standards of suptimence NEW currented age vary mach
with us. Fairnass, henosey, tenawity. These were his
yardsticks. the 4289 yardsticks the use today in isching for the
vary beek that Assurion Amtuntay has to offers. And Wis year, VA
have found than in five exceptional superies.
Date migne thank the subjects Department offerse & two-form
one dont with MM - but not as. though both Transission
dystems end Universal card Services are divisions at amar. they
are we SUBRTATA businessus, who share - cases goal - a
AGT
1
consitent to quality. ASMT Chairman Rebart Allen paid of this
commitments: "the meal chillenge is to define quality net time.
our our perspacuive, but from the
This both divisions have dans. systems
Business this dedicates insult not ealy to the elletoness short-
was needs, but its Long-work needs as voll. with the Amput of
ZUTA than 7800 amployeas at nine U.S. BLOOD, 1837 has initiated
programs to prodics whas new cochnologies will be needed to met
their currentes long-term gaile. In slightly STATE them a YEARS,
early
THEY has Anubled ANTERNATIONAL Salas and Box salls systems to
NEWS than ## countries. Date $ 1st of recission SUATOMERS.
Universal Good Services hear's because & Studhmark of other
companies by accident, zuz by affere - tax performances by all
at its asse employees. was LOS its charge # excellence by
contralizing their business around are kny puinciple: "dolight
use customer." And it that are, inland, Salighted. BEE of
Their dustimers rase averail services ⑉ better than the
SENT BY:Xerox Telecopier 7020 :12-10-92 ; 1:20PM ;
OPD->
2024566218:# 3
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competition. set. and poir = cruile have.used 8 seath
age. //11
IS's net essen that ¥ small business sease my business, hus
LE's true for the dysnice Read Company. with the initiation or
their Total Quality Program, Security Steek has exceeded the
industry #SENSATED EWE high quality and service.
Sather than Seliev a Wall-worn pash, wranite Resk chase = chart
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quit
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a GR
emergency that defines EXCESSE in these venter
matto but but
Namesher SAVISFIOS customer.
# we earn ou rustined business
Riss-Curiton was 182 quality-relaned availa in 1991, - and
Aprifered true quate
every day.
any exployee now they gauge their and they'21 say - the
sold Standards - she Dible for premium service.
with almost 12,000 employees, the Riss-derition has- implananted a
récoxous quality program that seeks- visity for every
quest. This Annuary netal Business have that $ sist on the
pillow & enough to knep & customer contry-back. En's The
Not R-C
- be SHOULDENT is is La anything the has
molta or quok
but atainly true
serned Rite-carizen - or the seet 1syal followings in its
industry.
For Texas Instruments Selense Systems. is Blectronics ducup,
sus Dest product is always surpanded wy 4ts - innovation. Mac
used 9a will this eg Inventiveness "Yenkes ingennity."
It's not our A Texas-based company - $ being. CRILEG
"yonsee" - but Ingenious, = theak imay'12 accept. //// Forman
daring World was 12, THIS = subsidiary has 520th to. the
cation's eighth largest defense contraster. the law
Some suggested inth.
Winch
Nix
December 8, 1992
Draft One
2 DEC 9 All : 40
BALDRIGE
PRESIDENTIAL REMARKS:
MALCOLM BALDRIGE QUALITY AWARDS
MALCOLM BALDRIGE GREAT HALL, DOC
MONDAY, SEPTEMBER 14, 1992
11:30 A.M. December
[Acknowledgments] I always look forward to this yearly
awards ceremony. An opportunity to honor industry's best. And a
chance to revisit the legacy of an extraordinary man -- Malcolm
Baldrige.
I remember a story President Reagan loved to tell of the day
he phoned Mac to ask him to join his Cabinet. He was told by
Midge that he'd have to call back later: Mac was out on his
horse roping and he couldn't come to the phone. That was Mac.
He was a man whose collection of belt buckles was the only
thing that could outnumber his many achievements.
After being
appointed Commerce Secretary, a reporter asked him what made him
qualified for such a post when he didn't even know where the
Commerce building sits. "I have some, or limited, knowledge of
politics," he said, and I understand that's necessary in
Washington. "//
In a hand-tooled western belt and a pin-stripe suit, Mac was
the Connecticut cowboy -- the only guy I knew who'd complain of
saddle sores from sitting at a desk too long. He used to say
that the thing he liked about cowboys was that they didn't talk
unless they had something to say, and when they said something,
they meant it. That was true of Mac. When he talked business,
he meant business. And when he talked of making America's
products second to none, you listened.
The standards of excellence Mac embodied are still very much
with us. Fairness, honesty, tenacity. These were his
yardsticks. The same yardsticks we use today in looking for the
very best that American industry has to offer. And this year, we
have found them in five exceptional companies.
Some might think the Commerce Department offered a two-for-
one deal with AT&T -- but not SO. Though both Transmission
Systems and Universal Card Services are divisions of AT&T, they
are two separate businesses, who share one common goal -- a
commitment to quality. AT&T Chairman Robert Allen said of this
commitment: "The real challenge is to define quality not from
our own perspective, but from the customer's."
This both divisions have done! Transmission Systems
Business Unit dedicates itself not only to its customers short-
term needs, but its long-term needs as well. With the input of
Transmission Systems
more than 7500 employees at nine U.S. sites, TSBU has initiated
programs to predict what new technologies will be needed to meet
their customers long-term goals. In slightly more than 3 years,
Transmission Systems
TSBU has doubled international sales and now sells systems to
more than 50 countries. That's a lot of satisfied customers.
Universal Card Services hasn't become a benchmark of other
companies by accident, but by effort -- top performances by all
Unwernal Cous
of its 2500 employees. UCS-led its charge to excellence by
centralizing their business around one key principle: "delight
the customer." And it seems they are, indeed, delighted. 98% of
their customers rate overall services as better than the
competition. 98%. [[That's one poll I could have used a month
ago. //]]
It's not often that a small business means big business, but
it's true for the Granite Rock Company. With the initiation of
their Total Quality Program, Granite Rock has exceeded its
industry standards for high quality and unmatched service.
Rather than follow a well-worn path, Granite Rock chose to chart
its own way -- a journey that has brought them here today -- an
award-winning company that defines success in three little words:
"another satisfied customer."
Ritz-Carlton won 121 quality-related awards in 1991, but ask
any employee how they gauge their success and they'll say -- the
Gold Standards -- the Ritz-Carlton's bible for premium service.
With almost 12,000 employees, the Ritz-Carlton has implemented a
rigorous quality program that seeks "a memorable visit" for every
guest. This luxury hotel business knows that a mint on the
pillow isn't enough to keep a customer coming back. It's the
principle "service must be excellent if it is anything" that has
the travel and
earned Ritz-Carlton one of the most loyal followings in its
tourism
industry.
For Texas Instruments Defense Systems & Electronics Group,
its best product is always surpassed by its next innovation. Mac
used to call this kind of inventiveness "Yankee ingenuity."
[[I'm not sure a Texas-based company cottons to being called
"yankee" -- but ingenious, I think they'll accept. //]] Formed
during World War II, this TI subsidiary has grown to become the
nation's eighth largest defense electronics contractor. We know
from the success of Desert Storm, that in matters of advanced
weaponry, quality is key. And we know, too, from the success of
Desert Storm, that TI's contributions to this effort were
invaluable.
In today's competitive global marketplace, quality of
service and quality of goods takes on top priority in American
business. Premium standards are no longer lofty goals, but vital
components of every basic business strategy. This year's
Baldrige award winners know that quality standards do not impede
success, they encourage it. Mac would agree.
Each time we revisit our memories of Mac Baldrige at this
ceremony, I'm reminded of the wisdom he used to impart most often
-- always, in anything and everything, rise to the highest
standard. This year's Malcolm Baldrige Quality Award Winners
have all done just that.
Congratulations. May God bless you all and the United
States of America.
#
#
#
December 9, 1992
MEMORANDUM FOR JOHN G. KELLER, JR.
(202) 456-2820
FROM:
DON MAINS
SUBJECT: BALDRIGE TOURISM HIGHLIGHT
AND JAPAN CAMPAIGN SURVEY INTERPRETATION
OPTION ONE:
"I didn't pop out of a suitcase to do so, but I would like to think
I have done my best in promoting our country's travel and tourism
industry. For the first time travel and tourism is represented at
the Baldrige Quality Awards through Ritz Carlton who won 121
quality
OPTION TWO:
The travel and tourism industry has an increasingly important role
to play in this post cold war in promoting peace and building
economies. But the hallmark of the truly successful travel and
tourism companies will remainThe Quality of product and service.
Ritz-Carlton won 121 quality
OPTION THREE
The travel and tourism industry has an increasingly important role
to play in this post cold war in promoting peace and building
economies. And according to my long-time assistant John Keller who
served as the under secretary of travel and tourism here at
commerce, Quality is the key to the industry's long term success.
Ritz Carlton won 121 quality
94562820 P.04
DEC-09-1992 18:50 FROM S-25-92 NEW FAX: 482-4279 TO
Nix
December 8, 1992
Draft One
BALDRIGE
PRESIDENTIAL REMARKS:
MALCOLM BALDRIGE QUALITY AWARDS
MALCOLM BALDRIGE GREAT HALL, DOC
MONDAY, SEPTEMBER 14, 1992
11:30 A.M.
[Acknowledgments] I always look forward to this yearly
awards ceremony. An opportunity to honor industry's best. And a
chance to revisit the legacy of an extraordinary man -- Malcolm
Baldrige.
I remember a story President Reagan loved to tell of the day
he phoned Mac to ask him to join his Cabinet. He was told by
Midge that he'd have to call back later: Mac was out on his
horse roping and he couldn't come to the phone. That was Mac.
He was a man whose collection of belt buckles was the only
thing that could outnumber his many achievements. After being
appointed Commerce Secretary, a reporter asked him what made him
qualified for such a post when he didn't even know where the
Commerce building sits. "I have some, or limited, knowledge of
politics," he said, "and I understand that's necessary in
Washington."//
In a hand-tooled western belt and a pin-stripe suit, Mac was
the Connecticut cowboy -- the only guy I knew who'd complain of
saddle sores from sitting at a desk too long. He used to say
that the thing he liked about cowboys was that they didn't talk
unless they had something to say, and when they said something,
they meant it. That was true of Mac. When he talked business,
he meant business. And when he talked of making America's
products second to none, you listened.
The standards of excellence Mac embodied are still very much
with us. Fairness, honesty, tenacity. These were his
yardsticks. The same yardsticks we use today in looking for the
very best that American industry has to offer. And this year, we
have found them in five exceptional companies.
Some might think the Commerce Department offered a two-for-
one deal with AT&T -- but not so. Though both Transmission
Systems and Universal Card Services are divisions of AT&T, they
are two separate businesses, who share one common goal -- a
commitment to quality. AT&T Chairman Robert Allen said of this
commitment: "The real challenge is to define quality not from
our own perspective, but from the customer's. "
This both divisions have done. Transmission Systems
Business Unit dedicates itself not only to its customers short-
term needs, but its long-term needs as well. With the input of
more than 7500 employees at nine U.S. sites, TSBU has initiated
programs to predict what new technologies will be needed to meet
their customers long-term goals. In slightly more than 3 years,
TSBU has doubled international sales and now sells systems to
more than 50 countries. That's a lot of satisfied customers.
Universal Card Services hasn't become a benchmark of other
companies by accident, but by effort -- top performances by all
of its 2500 employees. UCS led its charge to excellence by
centralizing their business around one key principle: "delight
the customer." And it seems they are, indeed, delighted. 98% of
their customers rate overall services as better than the
competition. 98%. [[That's one poll I could have used a month
ago. //]]
It's not often that a small business means big business, but
it's true for the Granite Rock Company. With the initiation of
their Total Quality Program, Granite Rock has exceeded its
industry standards for high quality and unmatched service.
Rather than follow a well-worn path, Granite Rock chose to chart
its own way -- a journey that has brought them here today -- an
award-winning company that defines success in three little words:
"another satisfied customer."
Ritz-Carlton won 121 quality-related awards in 1991, but ask
any employee how they gauge their success and they'll say -- the
Gold Standards -- the Ritz-Carlton's bible for premium service.
With almost 12,000 employees, the Ritz-Carlton has implemented a
rigorous quality program that seeks "a memorable visit" for every
guest. This luxury hotel business knows that a mint on the
pillow isn't enough to keep a customer coming back. It's the
principle "service must be excellent if it is anything" that has
earned Ritz-Carlton one of the most loyal followings in its
industry.
For Texas Instruments Defense Systems & Electronics Group,
its best product is always surpassed by its next innovation. Mac
used to call this kind of inventiveness "Yankee ingenuity."
[[I'm not sure a Texas-based company cottons to being called
"yankee" -- but ingenious, I think they'll accept. //]] Formed
during World War II, this TI subsidiary has grown to become the
nation's eighth largest defense electronics contractor. We know
from the success of Desert Storm, that in matters of advanced
weaponry, quality is key. And we know, too, from the success of
Desert Storm, that TI's contributions to this effort were
invaluable.
In today's competitive global marketplace, quality of
service and quality of goods takes on top priority in American
business. Premium standards are no longer lofty goals, but vital
components of every basic business strategy. This year's
Baldrige award winners know that quality standards do not impede
success, they encourage it. Mac would agree.
Each time we revisit our memories of Mac Baldrige at this
ceremony, I'm reminded of the wisdom he used to impart most often
-- always, in anything and everything, rise to the highest
standard. This year's Malcolm Baldrige Quality Award Winners
have all done just that.
Congratulations. May God bless you all and the United
States of America.
#
#
#
Nix
December 8, 1992
Draft One
BALDRIGE
PRESIDENTIAL REMARKS:
MALCOLM BALDRIGE QUALITY AWARDS
MALCOLM BALDRIGE GREAT HALL, DOC
MONDAY, SEPTEMBER 14, 1992
11:30 A.M.
[Acknowledgments] I always look forward to this yearly
awards ceremony. An opportunity to honor industry's best. And a
chance to revisit the legacy of an extraordinary man -- Malcolm
Baldrige.
I remember a story President Reagan loved to tell of the day
he phoned Mac to ask him to join his Cabinet. He was told by
Midge that he'd have to call back later: Mac was out on his
horse roping and he couldn't come to the phone. That was Mac.
He was a man whose collection of belt buckles was the only
thing that could outnumber his many achievements. After being
appointed Commerce Secretary, a reporter asked him what made him
qualified for such a post when he didn't even know where the
Commerce building sits. "I have some, or limited, knowledge of
politics," he said, "and I understand that's necessary in
Washington. "//
In a hand-tooled western belt and a pin-stripe suit, Mac was
the Connecticut cowboy -- the only guy I knew who'd complain of
saddle sores from sitting at a desk too long. He used to say
that the thing he liked about cowboys was that they didn't talk
unless they had something to say, and when they said something,
they meant it. That was true of Mac. When he talked business,
he meant business. And when he talked of making America's
products second to none, you listened.
The standards of excellence Mac embodied are still very much
with us. Fairness, honesty, tenacity. These were his
yardsticks. The same yardsticks we use today in looking for the
very best that American industry has to offer. And this year, we
have found them in five exceptional companies.
Some might think the Commerce Department offered a two-for-
one deal with AT&T -- but not so. Though both Transmission
Systems and Universal Card Services are divisions of AT&T, they
are two separate businesses, who share one common goal -- a
commitment to quality. AT&T Chairman Robert Allen said of this
commitment: "The real challenge is to define quality not from
our own perspective, but from the customer's. "
This both divisions have done. Transmission Systems
Business Unit dedicates itself not only to its customers short-
term needs, but its long-term needs as well. With the input of
more than 7500 employees at nine U.S. sites, TSBU has initiated
programs to predict what new technologies will be needed to meet
their customers long-term goals. In slightly more than 3 years,
TSBU has doubled international sales and now sells systems to
more than 50 countries. That's a lot of satisfied customers.
Universal Card Services hasn't become a benchmark of other
companies by accident, but by effort -- top performances by all
of its 2500 employees. UCS led its charge to excellence by
centralizing their business around one key principle: "delight
the customer." And it seems they are, indeed, delighted. 98% of
their customers rate overall services as better than the
competition. 98%. [[That's one poll I could have used a month
ago. //]]
It's not often that a small business means big business, but
it's true for the Granite Rock Company. With the initiation of
their Total Quality Program, Granite Rock has exceeded its
industry standards for high quality and unmatched service.
Rather than follow a well-worn path, Granite Rock chose to chart
its own way -- a journey that has brought them here today -- an
award-winning company that defines success in three little words:
"another satisfied customer." "
Ritz-Carlton won 121 quality-related awards in 1991, but ask
any employee how they gauge their success and they'll say -- the
Gold Standards -- the Ritz-Carlton's bible for premium service.
With almost 12,000 employees, the Ritz-Carlton has implemented a
rigorous quality program that seeks "a memorable visit" for every
guest. This luxury hotel business knows that a mint on the
pillow isn't enough to keep a customer coming back. It's the
principle "service must be excellent if it is anything" that has
earned Ritz-Carlton one of the most loyal followings in its
industry.
For Texas Instruments Defense Systems & Electronics Group,
its best product is always surpassed by its next innovation. Mac
used to call this kind of inventiveness "Yankee ingenuity."
[[I'm not sure a Texas-based company cottons to being called
"yankee" -- but ingenious, I think they'll accept. //]] Formed
during World War II, this TI subsidiary has grown to become the
nation's eighth largest defense electronics contractor. We know
from the success of Desert Storm, that in matters of advanced
weaponry, quality is key. And we know, too, from the success of
Desert Storm, that TI's contributions to this effort were
invaluable.
In today's competitive global marketplace, quality of
service and quality of goods takes on top priority in American
business. Premium standards are no longer lofty goals, but vital
components of every basic business strategy. This year's
Baldrige award winners know that quality standards do not impede
success, they encourage it. Mac would agree.
Each time we revisit our memories of Mac Baldrige at this
ceremony, I'm reminded of the wisdom he used to impart most often
-- always, in anything and everything, rise to the highest
standard. This year's Malcolm Baldrige Quality Award Winners
have all done just that.
Congratulations. May God bless you all and the United
States of America.
#
#
#
THE WHITE HOUSE
Office of the Press Secretary
For Immediate Release
December 14, 1992
REMARKS BY THE PRESIDENT
AT MALCOLM BALDRIGE AWARDS CEREMONY
Department of Commerce
Washington, DC
11:52 A.M. EST
THE PRESIDENT: Thank you, Secretary Franklin. And let
me first recognize our Baldrige Foundation trustees, our private
sector examiners and judges, and all those who coordinated this
year's Baldrige Awards. Distinguished members of Congress present,
welcome. And also it's my special privilege to salute members of the
Baldrige family who are with us today.
I really do look forward, Barbara indicated, to these
yearly award ceremonies. It is an opportunity to honor the nation's
best and a chance to revisit the legacy of an extraordinary man,
Malcolm Baldrige.
I remember a story that President Reagan used to tell
about Mac -- he phoned him to ask him to join his Cabinet. And he
was told by his wife, Midge, that he'd have to call back later -- Mac
was out on his horse roping and couldn't come to the phone.
(Laughter.)
Well, I think everybody at Commerce who worked with this
extraordinary man knows exactly that that's the way he was, a man
whose collection of belt buckles was the only thing that could
outnumber his many achievements. And in a hand-tooled western belt
and a pinstriped suit, he was the Connecticut cowboy; a man whose
name is now enshrined in the Cowboy Hall of Fame in Oklahoma; and the
only guy I know who'd complain of saddle sores from sitting around a
desk too long. (Laughter.)
He used to say that the thing he like about cowboys was
that they didn't talk unless they had something to say. And when
they said something, they meant it. And that was true of Mac
Baldrige. And when he talked business, he meant business. And when
he talked of making America's products second to none, you listened.
And the standards of excellence that Mac embodied are still very much
with us today. Fairness, honesty, tenacity -- these were his
yardsticks and the same yardsticks we use today in looking for the
very best that American industry has to offer.
And this year we've found them in five exceptional
companies. Ninety companies this year decided that they were tough
enough to take the Baldrige tests -- thousands. And it's estimated
175,000 others used these criteria, the Baldrige criteria, as an
internal test, as a way to be tough on themselves. And a few of our
past winners -- and I come to mind Motorola and IBM -- have even gone
so far as to urge their suppliers to follow the Baldrige criteria.
And what this tells us is simple: America is number one because it
demands not only the best for itself, but also from itself.
And now a comment on this year's winners. Some might
think the Commerce Department offered a two-for-one deal with AT&T,
but not so. (Applause.) Though both Transmission Systems and
MORE
- 2 -
Universal Card Services are divisions of AT&T, they are two separate
businesses who share one common goal: a commitment to quality. AT&T
Chairman Robert Allen said of this commitment: "The real challenge
is to define quality not from our own perspective, but from the
customers." And this, both divisions have done.
Transmission Systems Business Unit dedicates itself not
only to its customers' short-term needs, but its long-term needs as
well. With the input of more than 7,500 employees at nine U.S.
sites, Transmission Systems has initiated programs to predict what
new technologies will be needed to meet their customers' long-term
goals. And in slightly more than three years, Transmission Systems
has nearly doubled international sales and now sells systems to more
than 50 countries; and that is a lot of satisfied customers.
Universal Card Services has become a bench mark of other
companies not by accident, but by effort. Top performances by all of
its 2,500 employees. And Universal Card led its charge to excellence
by centralizing their business around one key principle: Delight the
customer. And it seems they are, indeed, delighted. Ninety-eight
percent of their customers rate overall services as better than the
competition -- 98 percent. That's pretty good for a poll, and I
could have used it about a month ago. (Laughter and applause.)
It's not often that small business means big business.
And it's true for the Granite Rock Company, another of our honorees.
With the initiation of their Total Quality Program, Granite Rock has
exceeded its industry standards for high quality and unmatched
service. And rather than follow a well-worn path, Granite Rock chose
to chart its own way -- a journey that's brought them here today; an
award-winning company that defines success in three little words:
Another satisfied customer.
Ritz-Carlton -- they won 121 quality-related awards in
1991. But ask any employee how they gauge their success, and they'll
say "The Gold Standards,' the Ritz-Carlton's bible for premium
service. And with almost 12,000 employees, the Ritz-Carlton has
implemented a rigorous quality program that seeks a memorable visit
for every guest. This luxury hotel business knows that a mint on the
pillow isn't enough to keep a customer coming back. It's the
principle -- "service must be excellent if it is anything" -- that
has earned Ritz-Carlton one of the most loyal followings in the
travel and tourism industry.
Now, for Texas Instruments Defense Systems and
Electronics Group. Its best product is always surpassed by its next
innovation. Mac used to call this kind of inventiveness "yankee
ingenuity." I'm not sure of this Texas-based company -- (laughter)
-- cottons to be called yankee but ingenious I think they'll accept,
and they've earned it.
Formed during World War II, this TI subsidiary has grown
to become the nation's eighth largest defense electronics contractor.
And we know from the success of Desert Storm that in matters of
advanced weaponry, quality is absolutely essential. It's the key.
And we know, too, from the success of Desert storm, that TI's
contributions to this effort were absolutely invaluable.
In today's competitive global marketplace, quality of
service and quality of goods takes on top priority in American
business. And premium standards are no longer lofty goals but vital
components of every basic business strategy. This year's Baldrige
winners know that quality standards do not impede success, they
encourage it. And Mac Baldrige would certainly agree with that.
And each time we revisit our memories of Mac Baldrige at
this ceremony, I'm reminded of the wisdom that he use to impart most
often: Always, in anything and everything, rise to the highest
MORE
- 3 -
standard. This year's Malcolm Baldrige Quality Award winners have
all done just that.
And so I came over here to say congratulations to all of
you, and may God bless our great country. Thank you very much.
(Applause.)
END
12:01 P.M. EST