Malcolm Baldrige National Quality Award

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Malcolm Baldrige National Quality Award

• 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

• Leadership
• Strategic Planning
• Customer and Market Focus
• Measurement, Analysis, and Knowledge Management
• Human Resource Focus
• Process Management
• Business Results

Baldrige Award trophy
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The Baldrige Framework A Systems Perspective
5 Human Resource Focus
2 Strategic Planning
1 Leadership
7 Business Results
3 Customer Market Focus
6 Process Management
4 Measurement, Analysis, and Knowledge Management
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Business Results (1 of 3)

• Customer-focused results
• Customer satisfaction and dissatisfaction
• Customer-perceived value
• Product and service results
• Product and service performance
• Financial and market results
• Financial performance
• Marketplace performance

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Business Results (2 of 3)

• Human resource results
• Work system performance effectiveness
• Employee learning and development
• Employee well-being, satisfaction/dissatisfaction
• Organizational effectiveness results
• Operational performance of key value-creation and
  support processes
• Accomplishment of strategy and action plans

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Business Results (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?
Feedback report to applicant
No
Stage 2 Consensus Review
Judges Select for Site Visit Review?
Feedback report to applicant
No
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
  applicants business factors
• Scoring guidelines (pp. 56-58)

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Feedback Report

• Strengths - approaches or results that
  demonstrate effective response to the Criteria
• 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/eB
aldirge/Step_One.htm www.texas-quality.org/excelle
nce/awards/index.htm
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Growth of State Award Programs Based on the
Baldrige
California Quality Awards www.calexcellence.org/c
ce/awards/index.htm
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Quality Awards Around the World