Michele Serbenski leads Bronson Methodist Hospital in using the Baldrige Health Care Criteria in pursuit of performance excellence. She worked closely with the internal category teams to prepare for Malcolm Baldrige National Quality Award application and site visit, leading to recognition as the only Baldrige healthcare recipient in 2005. Since receiving the recognition, Michele has been sharing Bronson’s story and assisting other organizations as they use the Criteria to pursue excellence. In addition to her Baldrige responsibilities, Serbenski serves as the executive champion and chairperson for Bronson’s Customer and Service Excellence Strategic Oversight Team. She is responsible for Bronson’s Customer Service Department, Customer Service Institute, Patient Relations, Pastoral Care, and Volunteer Services.

Serbenski is a Baldrige examiner (2004, 2005, 2006), and holds a bachelor’s degree in Journalism from Boston University and a master’s degree in Organizational Communication from Western Michigan University.

Serbenski is a member of the American Society for Quality. She serves on the Ministry with Community Board of Directors and was named by Business Review as one of Western Michigan’s Top Business Leaders Under 40 in 2005.