Transcript Malcolm Baldrige National Quality Award

Malcolm Baldrige
National Quality Award
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Help improve quality in U.S.
companies
Recognize achievements of
excellent firms and provide
examples to others
Establish criteria for evaluating
quality efforts
Provide guidance for other
U.S. companies
Malcolm Baldrige,
former U.S. Secretary
of Commerce
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Criteria for Performance
Excellence
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Leadership
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Strategic Planning
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Customer and Market Focus
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Measurement, Analysis, and Knowledge
Management
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Human Resource Focus
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Process Management
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Business Results
Baldrige Award
trophy
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The Baldrige Framework –
A Systems Perspective
Organizational Profile:
Environment, Relationships, and
Challenges
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Strategic
Planning
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Human
Resource
Focus
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Business
Results
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Leadership
3
Customer &
Market
Focus
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Process
Management
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Measurement, Analysis, and Knowledge Management
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Business Results
(1 of 3)
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Customer-focused results
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Product and service results
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Financial and market results
• Customer satisfaction and dissatisfaction
• Customer-perceived value
• Product and service performance
• Financial performance
• Marketplace performance
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Business Results
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(2 of 3)
Human resource results
• Work system performance & effectiveness
• Employee learning and development
• Employee well-being, satisfaction/dissatisfaction
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Organizational effectiveness results
• Operational performance of key value-creation
and support processes
• Accomplishment of strategy and action plans
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Business Results
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(3 of 3)
Governance and social responsibility results
• Fiscal accountability
• Ethical behavior and of stakeholder trust in the
governance of the organization
• Regulatory and legal compliance
• Organizational citizenship in support of key
communities
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Baldrige Award Evaluation Process
Receive Applications
Stage 1
Independent Review
Judges Select for
Consensus Review?
No
Feedback report
to applicant
Stage 2
Consensus Review
Judges Select for
Site Visit Review?
No
Feedback report
to applicant
Stage 3
Site Visit Review
Stage 4
Judges Recommend Award Recipients to
NIST Director/DOC
Feedback report
to applicant
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The Baldrige Award
Scoring System
• Three evaluation dimensions – Process (Approach,
Deployment, Learning, Integration,) and Results
(p. 55)
• Scoring is linked to the importance to the
applicant’s business factors
• Scoring guidelines (pp. 56-58)
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Feedback Report
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Strengths - approaches or results that
demonstrate effective response to the
Criteria
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Opportunities for improvement - how the
applicant can better address the purposes
of the Criteria, or issues that require
clarification
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Self Assessment and the Baldrige
National Quality Program
A primary goal of the Program is to encourage
many organizations to improve on their own by
equipping them with a standard template for
measuring their performance and their
progress toward performance excellence.
www.quality.nist/eBaldirge/Step_One.htm
www.texas-quality.org/excellence/awards/index.htm
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Quality Awards Around the World
Programs in place
No programs
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