Harry Hertz

Advisor, author, and speaker

Harry Hertz retired in June 2013 from the National Institute of Standards and Technology (NIST), where he had served as director of the Baldrige Performance Excellence Program since 1995. For more than 15 years he was the primary architect of the Baldrige Criteria for Performance Excellence, responsible for expansion of the Baldrige Program and Award to healthcare, education, and nonprofits, including government. Hertz serves on the advisory group for the U.S. Veterans Health Administration’s Center for Applied Healthcare Studies, and on the adjunct faculty of American University. He has a bachelor’s degree in chemistry from Polytechnic Institute of Brooklyn, and a Ph.D. from MIT.

Mon, 06/24/2024 - 12:34
Hey, Noah Webster, I Am Still AroundNew contributions to the lexicon of work
Mon, 05/08/2023 - 12:03
On two prior occasions, I was motivated by additions to the Oxford English Dictionary and the Merriam-Webster Dictionary to create and update the Hertz Lexicon of Creative Leadership Terminology. As luck would have it, in late 2022, Merriam-Webster…
Do You Really Want Employees to Stay?Right now, organizations have a unique opportunity to reconsider their work environment
Wed, 03/29/2023 - 12:03
The factors affecting employee engagement have changed dramatically during the last few years. Considering off-site employees returning to the work site, baby boomers retiring in growing numbers, and the increasingly younger workforce, I was…
My Life As a PlumberTo DIY or not to DIY—ask the question
Wed, 02/15/2023 - 12:03
It all started with my bathroom sink. I noticed that it was draining slowly, and that I could pull out the pop-up stopper. It was no longer attached to the lever that raised and lowered it. A look into the cabinet below the sink revealed that the…
I Have a Wicked DreamNo, not that kind of wicked
Tue, 01/10/2023 - 12:03
Yes, I have a wicked dream. No, not that definition of wicked—I mean wicked in the sense meant by scientists when they discuss “wicked problems.” Wicked problems are those that typically involve a combination of technical, social, and economic…
The Customer Is Always Right. Right?Or are your employees more important?
Thu, 12/01/2022 - 12:03
The saying is nothing new: The customer is always right. Customers come first. We’ve heard these adages for a long time. And we’ve questioned them for almost as long. Those of you who know me know that I’ve certainly been doing that for a long time…
Do You Have an Organizational Purpose, or Is It Mere Propaganda?Commitment to making a difference is what really matters
Tue, 10/11/2022 - 12:02
In a recent blog of mine about CEO challenges and opportunities in 2022, the first opportunity listed was to determine how to make a difference. As stated, employees, customers, and investors want to associate with organizations that serve a larger…
The Hybrid Workspace, Societal Well-Being, and ProductivityA proposal for the future of work
Tue, 02/22/2022 - 12:02
Hybrid workspace, societal well-being, and productivity: On the surface, these three concepts aren’t obviously related. But permit me to explore each of them in the context of our current environment, and then conclude with a proposal for…
Truly and Virtually Inspiring: The First Virtual Quest for Excellence ConferenceNine takeaways from Baldrige recipients
Wed, 06/16/2021 - 12:01
Each year after the Quest for Excellence Conference, I sift through my notes and try to identify themes I have heard in the presentations of the new Baldrige Award recipients. The most recent summary was after the 2019 conference (the 2021…
Are You A Role Model Leader for 2021?These are some of the changes leaders must make in their personal roles and attributes
Wed, 03/10/2021 - 12:01
Untitled Document This past year has seen greater change in the work environment than any year in my recollection (and that is quite a few years). It was a year of many challenges, brought on by a global pandemic and a renewed and needed social…
The New Normal Will Require RE2ST3The keys to strategic success and employee engagement are transparency, communication, and empowerment
Wed, 09/02/2020 - 12:03
Rest? The new normal will be about activity, you say. Actually, I believe some rest will be necessary. After the frenzy of activity since March 2020 to establish new work patterns and new home life patterns, many of us—especially those with young…