Journey to Excellence

Mission

We are passionate about providing the health care community with leadership, technology and management services vital to the delivery of quality care.

Strategy

SMART Founder and President David L. Piccoli, II, is a strong advocate of the Malcolm Baldrige standards for performance excellence and operates his company on those principles. Several years ago, he created Leadership University (LU), a quarterly gathering of the leaders from Smart Software Division and Discovery House, the nineteen clinics managed by Smart Management, to teach the Baldrige criteria to everyone involved with Smart.

At LU, the leaders first developed a Strategic Plan based on the Malcom Baldrige criteria. Then they developed an Action Plan that began putting the Strategic Plan into practice. The sessions included brain storming, peer reviews, discussion panels and guest speakers, as well as an intimate study of the Baldrige principles of performance excellence.

The first demonstration of success was the recognition in 2006 of the Discovery House Clinic in Providence with the RI Governor’s Award for Performance Excellence based on the principles of the Malcolm Baldrige Award.

The Journey to Excellence is not complete. The process will continue until all Smart associates have embraced the Baldrige criteria and have merged it into their daily work at every level. At that time, it might be appropriate for Smart to apply for the national Baldrige Award to recognize all the hours, days, months and years that have gone into enabling Smart to complete the Journey to Excellence.