As a writer for the Baldrige Program, I have a lot of fun learning about how various people and organizations use the Baldrige Excellence Framework to guide, focus, and improve their operations.

I recently had the pleasure of conversing with Shannon Block, the president and CEO of the Denver Zoo. She shared how the zoo is using Baldrige principles to achieve its mission, and how she is using them to successfully run the organization. It was especially gratifying to learn how Baldrige can help zoos to devise strategies, stay focused, and work together for animal conservation around the world.

Dawn Marie Bailey: How did you learn about Baldrige?

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