This is the final report on accomplishments achieved under the Business Systems Support Services (BSSS) contract between Performance Excellence Partners, Inc. (PEP) and the National Personal Protective Technology Laboratory (NPPTL), a component of the National Institute for Occupational Safety and Health (NIOSH). Technology and Management Services, Inc. (TMS) has been the major subcontractor on the project. The period of performance for the contract was originally slated for 36 months (August 23, 2004 through August 23, 2007), but the government provided a no-cost extension to December 31, 2007. The stated purpose of the solicitation was for NPPTL to obtain executive- and operational-level business systems support to continue its incorporation of the principles embodied in the seven Baldrige Criteria into its culture and management systems. The required tasks and deliverables were structured in the SOW in accordance with the Baldrige Criteria: (1) Leadership; (2) Strategic Planning; (3) Customer and Market Focus; (4) Measurement, Analysis, and Knowledge Management; (5) Workforce Focus; (6) Process Management; and (7) Business Results. During the course of the project, the BSSS effort evolved into an initiative called Achieving Performance Excellence (APEX). Although the Baldrige Criteria remained the framework for the performance improvement strategy, the APEX designation signaled that the primary focus is on performance excellence, rather than on striving for a Baldrige award at the state or national level. This is consistent with the approach taken by the vast majority of organizations that implement a Baldrige-based performance improvement strategy. The most noteworthy aspect of the performance under this contract has been the remarkable level of cooperation between NPPTL and the PEP/TMS team. NPPTL staff and contractor staff have worked in close collaboration on this effort throughout the life of the contract, so when we describe accomplishments, the frame of reference is always that the accomplishments were attained by a joint effort between the contractors and NPPTL leadership. Following is a summary of the major accomplishments achieved during the period of performance under the BSSS contract organized by Baldrige Category: Leadership: 1. Created Category Teams to assist in the design and execution of the APEX initiative. 2. Brought in renowned Baldrige experts Mark Blazey, Mark Graham Brown, and David Spong to provide leadership training at different points in the improvement effort. 3. In 2006, developed a revised strategic plan, a laboratory operational plan, and business unit plans. 4. Conducted a Baldrige-based organizational self-assessment to identify opportunities for improvement in NPPTL processes. 5. Provided a benchmarking opportunity with Medrad, a Baldrige award winning company. 6. Initiated discussions with Pacific Northwest National Laboratory (PNNL) to plan a future benchmarking opportunity focused on strategic planning and performance management. 7. Conducted leadership development training and personality assessment (DISC) evaluations with the NPPTL lead team. 8. Conducted vision, and value development sessions resulting in the creation of an NPPTL values list and a revised organizational mission statement. Strategic Planning: 1. Developed and refined a structured strategic planning process for NPPTL. 2. Developed a tool for evaluating and providing a numerical rating for proposed projects. 3. Developed APEX implementation action plans for all APEX teams. Customer and Market Focus: 1. Developed and administered surveys to determine stakeholders' level of satisfaction with NPPTL products and services. 2. Provided input on customer satisfaction and market conditions at Summit meetings. 3. Developed customer satisfaction committee to include representation from manufacturers. Measurement, Analysis, and Knowledge Management: 1. Developed, refined, and tested a comprehensive set of performance metrics for NPPTL activities. 2. Developed preliminary target level of performance and methodologies for collecting and disseminating performance results. Workforce Focus: 1. Developed comprehensive communications plan for NPPTL that enables effective two-way communications within the Laboratory. 2. Established the INFOCOM all-hands meeting as a regular opportunity for communications and information sharing. 3. Established an NPPTL employee awards and recognition program. 4. Assisted in the creation of routine employee satisfaction assessments. Process Management: 1. Conducted process mapping for a few of the key value creating processes at NPPTL. 2. Provided "Enterprise Process Mapping" software and training guide as a resource tool that can be utilized in future process mapping endeavors. Business Results: 1. The Business Results Category Team has not yet been activated.