Michele Serbenski leads the organization in using the Baldrige healthcare 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, Serbenski has been sharing Bronson’s story and assisting other organizations as they are using the criteria to pursue excellence. She is also responsible for the Bronson Experience, Customer Service Department, Customer Service Institute, Patient Relations, Pastoral Care, Valet Parking, Bronson Referral and Information Center, and Volunteer Services.

Serbenski is a senior Baldrige examiner and holds a bachelor’s degree in Journalism from Boston University as well as a master’s degree in Organizational Communication from Western Michigan University.

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