Mr. Shaw has a B.A. in Physics from the University of California, Riverside, and an M.B.A. in Finance and Quality Improvement from the University of California, Berkeley. He is a Certified Management Consultant, a senior Baldrige examiner, and a former senior member of the American Society for Quality.
Shaw Resources patented the Customer-Inspired® quality (CIQ®) methodology, which identifies, assesses and enhances key processes from a customer’s (patient’s) perspective. Employing a cross-functional team approach, CIQ provides an analytical system that documents and then evaluates all components of key processes. Shaw Resources experts help clients identify strategic measures that are critical to patient satisfaction and loyalty, and establish continuous performance improvement plans, which promote quality and efficiency, reduce costs, and, ultimately, enrich your bottom line.
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Mr. Shaw served on the prestigious Board of Examiners for the Malcolm Baldrige National Quality Award for seven years. As a senior Baldrige Examiner, he participated on Baldrige’s Health Care Pilot evaluation team and was the principle writer of the Pinnacle Health case study used to train examiners in how to evaluate healthcare organizations. Also, he served as the Judging Chair of the Awards Council for the California Governor's Award. Currently, he serves as a Senior Examiner for the Malcolm Baldrige National Quality Award.
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His patented methodology—Customer-Inspired Process Deployment® (CIQ)—has improved organizational performance at both the executive and operational levels through lowered costs and increased patient and physician loyalty in two-dozen hospitals, medical centers, and medical groups including Stanford University Medical Center, Palo Alto Medical Foundation, and hospitals within the Adventist and Catholic Healthcare West systems.
Mr. Shaw has written a book on the CIQ methodology for healthcare entitled "Customer- Inspired Quality: Looking Backward Through the Telescope." The forward for the book was written by Mr. Horst Schultze, President and COO, of the two-time Baldrige winner - The Ritz-Carlton Hotels. The book was selected to be part of the exclusive Warren Bennis Executive Briefing series published by Jossey-Bass, and is available on the Internet and through ASQ's Quality Press. He has also developed a companion software product for readers of the book.
In the fall of 2012, Mr. Shaw published the second edition of his book under the new title "Triple Customer Complaints: Boost profits by capturing the customer's point of view."
A popular speaker, Jim has written articles for multiple journals including the following healthcare journals: Strategies for Healthcare Excellence, MGM Journal, Healthcare Cost and Quality, and Group Practice Journal. Additionally, his approach for enhancing hospital medical staff loyalty was selected to be part of a research report by the Healthcare Advisory Board in Washington, DC.
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Winner 2012 Acquisition Int'l Magazine Award
Training Insights shared with Forbes.com 
2012 Chair Leadership Awardee
2012 Chapter Leadership Awardee
Newly Elected FIMC
Chapter Recognition Award 2012
C2M Live
2012 Distinguished Service Awardee
2012 Chair Leadership Awardee