As Bronson's Baldrige coordinator, Michele Serbenski leads the organization in using the Baldrige healthcare criteria in pursuit of performance excellence. She worked closely with the internal category teams to prepare for Malcolm Baldrige National Quality Award application and site visit, leading to recognition as the only Baldrige healthcare recipient in 2005.  Since receiving the recognition, Michele has been sharing Bronson's story and assisting other organizations as they are using the criteria to pursue excellence. Bronson's journey using the criteria continues as the organization has plans to reapply for the award when eligible in 2011.

In addition to her Baldrige responsibilities, Michele serves as the Executive Champion and Chairperson for Bronson's Customer and Service Excellence Strategic Oversight Team. She is responsible for Bronson's Customer Service Department, Customer Service Institute, Patient Relations, Pastoral Care and Volunteer Services.

She is a Baldrige examiner (2004, 2005, 2006), and holds a bachelor's degree in journalism from Boston University and a master's degree in organizational communication from Western Michigan University.

Speaker Topics

  • Capital and Financial Planning
  • Strategic Planning

Speaker Type

  • Keynote Presenter