2016 Best Practices Conference
May 12 & 13, 2016

Join us to learn easy to implement best practices to help your organization achieve breakthrough performance and begin your journey to be recognized as Florida’s next award winning organization.

The conference is organized into three tracks – customer, workforce and organizational excellence best practices.  Award winning organizations will be presenting their proven solutions that lead them to achieve world class performance.

Register Conference Now

Conference & Hotel Information


  • Intense two days of award winning best practice presentations
  • International key note presenters
  • 3 concurrent tracks both days
Download Agenda Overview


  • Orlando Airport Marriott Lakeside
  • Registration only $129
  • Only one hotel night required
  • Free hotel parking


  • $50 – Pre-conference workshops
  • $275 – After January 1, 2016
  • $299 – Onsite Registration

Key Note Presentations

FAST: 4 Principles Every Business Needs to Achieve Success

Gordon TredgoldGordon Tredgold – Named by Inc. Magazine as one of the top 100 great leadership experts and the #1 leadership expert to follow on Twitter. He has over twenty years of experience turning under performing organizations into great organizations.

The Hero-Class Experience – Creating the Ultimate Customer Journey

cts_toporek-adam_headshot_main_600Adam Toporek – An internationally recognized customer service expert, keynote speaker, and workshop leader. He is the author of Be Your Customer’s Hero: Real-World Tips & Techniques for the Service Front Lines (2015), as well as the founder of the popular Customers That Stick® blog.

Pre-Conference Workshops – Only $50

Baldrige Criteria Training – Customer Service Excellence

David Harrawood and Florida Excellence Examiners
Begin your performance excellence journey by first learning the Baldrige Criteria for Performance Excellence. This highly interactive workshop will provide you and your team an introduction to all seven categories, then dive deep into customer focus and results criteria questions. Included with your registration are criteria response templates to assist your organization with getting started.

Innovation… It’s No Longer Optional: Essential Skills Every Organization Must Learn and Successfully Execute

Linda Liebert-Hall, President of Liebert-Hall & Associates
In this session we’ll be doing and using stimulus mining to spark ideas and work together individually, in teams, and groups to come up with meaningfully unique, and innovative ideas. Every person in the session will develop a unique idea and pitch it to the group – to thunderous applause. All ideas from the session will be put into a Innovation Create Session Summary Report and sent to you for implementation in your company.

Concurrent Workshops Track

City of Largo Recreation, Parks and Arts Department, Pinellas County, FL – Implementation of the “Go Play” customer satisfaction and engagement strategy that resulted in increased citizen participation, better understanding of their customer’s key requirements, and increased overall customer satisfaction and engagement results. 2016 Florida Excellence Best Practices Award Winner

Escambia County EMS – Escambia County, FL – Implementation of a customer satisfaction survey process where recently transported EMS patients where contacted by telephone asking them for feedback on the quality of the care provided. The information enabled them to measures patient satisfaction, engagement and loyalty using the Net Promoter Score (NPS). 2016 Florida Excellence Best Practices Award Winner

Pinellas County Business Technology Services, Pinellas County, FL – Implementation of a customer satisfaction and engagement dashboard system used to graphically display and easily identify each of their key customer groups and specific services that were below established targets.  2016 Florida Excellence Best Practices Award Winner

Sarasota Clerk of Court and County Comptroller, Sarasota County, FL – Implementation of a Customer Service Feedback process that provides opportunities to obtain satisfaction results, through the use of a web-based tool that allows for real-time feedback to be captured via a touch screen kiosk located at each transaction point in each service area.  The real-time result process allows the organization the ability to easily identify customer key requirements and improve performance within each service area. 2016 Florida Excellence Best Practices Award Winner

Sunstar Emergency Medical Services (EMS), Pinellas County, FL – Implementation of an employee engagement survey process that includes a structured, proactive conversation with employees and leaders to identify organizational and individual employee behaviors that directly contribute to increased workforce satisfaction and engagement.  2016 Florida Excellence Best Practices Award Winner

St. Johns County Tax Collector, St. Johns County, FL – Implementation of an annual workforce survey used to measure employee satisfaction and engagement. The survey enabled the organization to dramatically improve not only employee satisfaction results, but also in many other areas critical to their success.  2016 Florida Excellence Best Practices Award Winner

Successful Strategies to Align Training For Outcomes
Randy Keirn, President, Fully Involved Consulting
Of the billions of dollars spent on training each year in the U.S., it is estimated that only 20% of the training actually benefits the organization move closer to their stated short and longer term goals. Leaders will benefit by understanding how training can be used to demonstrate performance excellence, determine what training is needed, the best delivery method, and the true value, which can help determine the return on investment.

Organizational Excellence – Lessons From Award Winning Organizations
A panel discussion of the 2015 Florida Customer Excellence Award winners, including West Kendall Baptist Hospital,  St. Johns Tax Collector Dennis W. Hollingsworth, and the Transportation Security Administration (TSA) at the Orlando International Airport. Each will share their award winning best practice strategies to get started and sustain the momentum.

Successful Strategy Execution Best Practices – How to Implement and Succeed As Role Model Organization
Brandy Macchia, Director of Elementary Curriculum and Staff Development, School District of Lee County
Mindi McCreary, Teacher, Lee County School District

In 2008, Tropic Isles Elementary, a Title I school with limited resources was recognized as a role model organization using the Baldrige Criteria for Performance Excellence.  In this session, they will share their proven best practices, including strategic planning, selection of performance measures and targets, customer and workforce engagement, and use of teams to deploy to align  resources and everyone to a common set of goals.

Charlotte County Utilities Department, Charlotte County, FL – Implementation of a comprehensive strategic planning process that included integration of customer, workforce, information technology and capital improvement initiatives to support the organization’s mission with associated measures, targets and accountability systems. 2016 Florida Excellence Best Practices Award Winner

City of Ocala, Marion County, FL – Implementation of a city wide strategic planning process that included input from their elected officials to identify key expected outcomes. Each of the city’s departments developed their own unique set of performance measures that demonstrate contribution to the four city wide strategic goals. 2016 Florida Excellence Best Practices Award Winner

Hillsborough Clerk of Court and County Comptroller – Hillsborough County, FL – Implementation of a technology solution that enabled the organization to create a paperless office, allow them to eliminate silos, improve communication, increase staff efficiency, create tools for employee accountability, and increase customer service to the public. 2016 Florida Excellence Best Practices Award Winner

Florida Excellence Awards – A Step-By-Step Approach to Getting Started
David Harrawood, President, Florida Excellence Awards, and Florida Excellence Examiners
Implementation of a Baldrige Criteria for Performance Excellence can be overwhelming, often leaving leaders and employees frustrated. In this session, we will dive deep into the customer criteria questions and share proven best practices on how to get started, use of teams, and of course, easy to implement best practices for each of the criteria questions.