Margaret Bailey Peacock served 28 years in North Carolina public
sector with 26 of those years with the North Carolina Department of Crime Control and Public Safety. At this state agency,
Mrs. Peacock served in increasingly demanding civilian positions culminating with six years as Director of Organizational
Effectiveness for the state’s law enforcement and military agency composed of the State Highway Patrol, National Guard,
Emergency Management, Alcohol Law Enforcement, Victim’s Compensation Services, Governor’s Crime Commission, Civil
Air Patrol, and Butner Public Safety. In 1996, the department committed to actively pursuing implementation of quality principles
and concepts using the Baldrige criteria as the framework for improving organizational performance. She played a key role
in introducing Total Quality and Performance Improvement to the Department of Crime Control and Public Safety by consulting
with the leadership on their roles, establishing and facilitating departmental improvement teams, establishing organizational
self-assessment efforts, directing departmental and division strategic planning, and initiating and leading development of
internet based customer satisfaction surveys linked with the Baldrige criteria. Additionally, she directed departmental employee
and management development, employee performance management, and recognition and incentive bonus programs. She co-authored
the Crime Control and Public Safety Process Owner’s Manual (POM) providing the departmental models and framework for
continuous improvement, problem-solving, new product and service design, and benchmarking.
Mrs. Peacock has considerable experience in conducting organizational
assessments using the Malcolm Baldrige criteria. These assessments result in identification of organizational strengths and
areas of improvement. She conducts follow-up work with these organizations in developing organizational high leverage action
plans. Mrs. Peacock works with organizations in identifying key and critical processes, key customers, customer groups and
identifying key customer requirements for organizational key and critical processes. She analyzes customer requirements data
to determine overlapping and distinct requirements by customer and customer group. Based on this information she works with
organizational leadership and/or with teams to develop action plans to address priority key and critical processes and/or
organizational issues. She facilitates development of organizational and team action plans to address high leverage action
items, facilitates process action teams using a variety of quality tools, consults with senior level management on team progress
and recommendations for organizational change, and develops tracking systems to monitor process improvements and other organization
action plans. Mrs. Peacock served as a member of the Malcolm Baldrige Board of Examiners in 2001, served as a Senior Examiner
in 2002 and 2004, and has examined at the site visit level. She served as a state examiner in the 1999 NC Performance Excellence
Process, the North Carolina state quality award. In 1999, she served as internal consultant and co-author for the NC State
Highway Patrol application for the NC Performance Excellence Award. The State Highway Patrol won the Commitment Level of the
Award, the highest level a NC public sector organization has obtained and one of the first law enforcement agencies in the
nation to receive this level of recognition.
In 2003, she served as internal consultant for the NC State Highway Patrol’s
second formal organizational assessment using the Baldrige Criteria. Mrs. Peacock has an undergraduate degree in history and
political science from East Carolina University in 1975 and obtained a certificate in Organizational Development from the
University of North Carolina-Charlotte in 2000. She completed the Strategic Leadership Program at Duke University in 2000,
obtained Certification with Excellence from the North Carolina Certified Public Manager Program in 1989, and has completed
numerous quality and management courses. She is a former President and member of the Board of Directors of the North Carolina
Society of Certified Public Managers and the American Academy of Certified Public Managers. She was the 1995 recipient of
the Henning Award, a national award that recognizes an individual for his/her contributions to the certified public manager
program at the state and national levels.
The North Carolina Certified Public Manager’s Award, the society’s
highest award, is named in her honor and recognizes one member annually for outstanding achievements in relation to the goals
and tenants of the North Carolina Society of Certified Public Managers. Additionally, she has served in leadership roles with
the North Carolina Quality Network. Margaret Peacock served 28 years in North Carolina public sector with 26 of those years
with the North Carolina Department of Crime Control and Public Safety. At this state agency, Mrs. Peacock served in increasingly
demanding civilian positions culminating with six years as Director of Organizational Effectiveness for the state’s
law enforcement and military agency composed of the State Highway Patrol, National Guard, Emergency Management, Alcohol Law
Enforcement, Victim’s Compensation Services, Governor’s Crime Commission, Civil Air Patrol, and Butner Public
Safety. In 1996, the department committed to actively pursuing implementation of quality principles and concepts using the
Baldrige criteria as the framework for improving organizational performance. She played a key role in introducing Total Quality
and Performance Improvement to the Department of Crime Control and Public Safety by consulting with the leadership on their
roles, establishing and facilitating departmental improvement teams, establishing organizational self-assessment efforts,
directing departmental and division strategic planning, and initiating and leading development of internet based customer
satisfaction surveys linked with the Baldrige criteria.
Additionally, she directed departmental employee and management
development, employee performance management, and recognition and incentive bonus programs. She co-authored the Crime Control
and Public Safety Process Owner’s Manual (POM) providing the departmental models and framework for continuous improvement,
problem-solving, new product and service design, and benchmarking. Mrs. Peacock has considerable experience in conducting
organizational assessments using the Malcolm Baldrige criteria. These assessments result in identification of organizational
strengths and areas of improvement. She conducts follow-up work with these organizations in developing organizational high
leverage action plans. Mrs. Peacock works with organizations in identifying key and critical processes, key customers, customer
groups and identifying key customer requirements for organizational key and critical processes. She analyzes customer requirements
data to determine overlapping and distinct requirements by customer and customer group.
Based on this information she
works with organizational leadership and/or with teams to develop action plans to address priority key and critical processes
and/or organizational issues. She facilitates development of organizational and team action plans to address high leverage
action items, facilitates process action teams using a variety of quality tools, consults with senior level management on
team progress and recommendations for organizational change, and develops tracking systems to monitor process improvements
and other organization action plans. Mrs. Peacock served as a member of the Malcolm Baldrige Board of Examiners in 2001, served
as a Senior Examiner in 2002 and 2004, and has examined at the site visit level. She served as a state examiner in the 1999
NC Performance Excellence Process, the North Carolina state quality award. In 1999, she served as internal consultant and
co-author for the NC State Highway Patrol application for the NC Performance Excellence Award. The State Highway Patrol won
the Commitment Level of the Award, the highest level a NC public sector organization has obtained and one of the first law
enforcement agencies in the nation to receive this level of recognition. In 2003, she served as internal consultant for the
NC State Highway Patrol’s second formal organizational assessment using the Baldrige Criteria. Mrs. Peacock has an undergraduate
degree in history and political science from East Carolina University in 1975 and obtained a certificate in Organizational
Development from the University of North Carolina-Charlotte in 2000. She completed the Strategic Leadership Program at Duke
University in 2000, obtained Certification with Excellence from the North Carolina Certified Public Manager Program in 1989,
and has completed numerous quality and management courses. She is a former President and member of the Board of Directors
of the North Carolina Society of Certified Public Managers and the American Academy of Certified Public Managers.
She
was the 1995 recipient of the Henning Award, a national award that recognizes an individual for his/her contributions to the
certified public manager program at the state and national levels. The North Carolina Certified Public Manager’s Award,
the society’s highest award, is named in her honor and recognizes one member annually for outstanding achievements in
relation to the goals and tenants of the North Carolina Society of Certified Public Managers. Additionally, she has served
in leadership roles with the North Carolina Quality Network.
