For veterinarian Dr. Rona Shapiro, running a small business can be challenging. “Many times, I’m the person pushing the broom, and being the veterinarian, and answering the phone,” she says. “Running my own business—sometimes it tends to run you and you don’t run it.”

Then Shapiro began using the self-assessment tools that are a good starting point for the Baldrige Criteria for Performance Excellence.

“When I started working with the Baldrige Criteria, I felt a light bulb switch go on,” she says. “[The Criteria framework] really gives me guidance as a business owner.... it’s given me tools to feel like I know how to be a better leader. It has helped me understand what I need to do to lead my organization.... For the first time since owning a business, I feel confident in making decisions.”

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