“We had a really strong foundation in plan-do-check-act and in studer’s behavior modification program. We were hardwiring behaviors, getting results and measuring results. But what we didn’t have was an overall systematic framework to take our entire organization to the next level,” Wagner said.
SDH applied to the state-level California Council for Excellence award five times and twice to the national program, and used feedback gained from examiner reports and site visits to continually improve its processes and system.