Health care supplier wins Baldrige Award
ADAC Laboratories in Milpitas, CA, which designs, manufactures, markets, and supports products for health care customers in nuclear medicine, radiation therapy planning, and health care information systems, has won the 1996 Malcolm Baldrige National Quality Award in the manufacturing category. ADAC points to the following quality and business performance achievements:
• Customer focus. All executives are expected to spend 25% of their time with customers, personally take customer calls, and invite customers to attend weekly quality meetings. Over the past five years, customer retention has grown from 70% to 90% and service contract renewals from 85% to 95%.
• Service quality. One indicator, service cycle time, the total time for getting a system back in operation, fell from 56 hours in 1990 to 17 hours currently.
• Performance measurement. More than 100 customer and operational measures are reported in twice weekly quality meetings, which are open to all employees, customers, and suppliers.
• Productivity. Revenue per employee has risen from about $200,000 in 1990 to almost $330,000 in 1995. On this measure, ADAC achieved a 65% greater efficiency than its best competitor.
For information on ADAC, contact Kathy Call, Corporate Communications, (408) 321-9100. For information on the Baldrige Award, contact the National Institute for Standards and Technology, Public and Business Affairs, at (301) 975-2762. or on the World Wide Web at http://www.quality.nist.gov.
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