Dawn Bailey

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Baldrige National Quality Program Update
Baldrige National Quality Program
Performance Excellence and Innovation

• Dawn Bailey

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History of the Program

• The Malcolm Baldrige National Quality
  Improvement Act of 1987, Public Law 100-107
• Created Award Program to
• -- identify/recognize role model businesses
• -- establish criteria for evaluating improvement
  efforts
• -- disseminate/share best practices
• Expanded to health care and education (1998)
• Expanded to nonprofit sector (2005)

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What are the Criteria for Performance Excellence?

• A set of expectations or requirements
• A structured approach to performance improvement
• A framework for a systems view of performance
  management

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Basic Goals of the Criteria
To help organizations enhance their performance
by focusing on

• delivery of ever-improving value to customers and
  stakeholders, contributing to organizational
  sustainability
• improvement of overall organizational
  effectiveness and capabilities
• organizational and personal learning

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Baldrige Criteria Framework A Systems
Perspective
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(No Transcript)
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Historical Applicant Comparisons
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Applications Receivedby Award Categories
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1995 Average Category Scores
70
60
50
Percent Score
40
30
20
Leadership
Strategic Planning
Performance Results
Process Management
Information Analysis
Customer Focus Satisfaction
HR Development Management
Service
Health Care
Categories
Education
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2007 Average Category Scores
60
50

40
Percent Score
30
20
Leadership
Results
Workforce Focus
Strategic Planning
Process Management
Measurement, Analysis, and Knowledge Management
Customer and Market Focus
Service
Health Care
Education
Categories
Nonprofit
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2008 Judging Process

• 85 organizations applied 3 in manufacturing, 5
  in service, 7 in small business, 43 in health
  care, 11 in education, and 16 in the nonprofit
  sector
• 13 selected to move on to Site Visit Review 1
  manufacturing, 2 small businesses, 6 health
  care, 2 education, and 2 nonprofit
• Judges meet next November 1721

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Award Process Changes

• Formalized the use of coaches
• New Award process hotline and monitors role for
  the Consensus calling process
• New reset password function on examinerdepot
• Scoring band segmentation

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• I see the Baldrige process as a powerful set of
  mechanisms for disciplined people engaged in
  disciplined thought and taking disciplined
  action to create great organizations that produce
  exceptional results.
• Jim Collins, author of Good to Great Why Some
  Companies Make the Leap...and Others Dont

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Changes to 20092010 Criteria

• Biennial Revision and Print
• 20092010 Focus
• - Customer focus (Category 3)
• - Sustainability and societal responsibilities
• - Organizational core competencies
• New Glossary Definitions
• Customer engagement
• Voice of the customer
• Work processes

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Biennial Revision and Print

• 20092010 Criteria (manufacturing, service,
  small business, and nonprofit)
• Posted on www.baldrige.nist.gov on or around
  November 26
• Mailed on or around December 6
• 20092010 Education Health Care Criteria
• Posted on www.baldrige.nist.gov in early December
• Mailed on or around January 16

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2009-2010 Criteria Focus

• Customer focus (Category 3)
• Organizational core competencies (Organizational
  Profile and Category 2)
• Sustainability and societal responsibilities

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New Glossary Definition Customer Engagement

• The term customer engagement refers to your
  customers investment in or commitment to your
  brand and product offerings. It is based on your
  ongoing ability to serve their needs and build
  relationships so they will continue using your
  products.

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New Glossary Definition Voice of the Customer

• The term voice of the customer refers to your
  process for capturing customer-related
  information. Voice-of-the-customer processes are
  intended to be proactive and continuously
  innovative to capture stated, unstated, and
  anticipated customer requirements, expectations,
  and desires.

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New Glossary Definition Work Processes

• The term work processes refers to your most
  important internal value creation processes. They
  might include product design and delivery,
  customer support, supply chain management,
  business, and support processes.

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Whats New at Baldrige Program

• Regional Conferences (Denver and New Orleans)
• Virtual Improvement Day
• Global Excellence Meeting
• Strategic Planning

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Resources for More Information

• Most Baldrige National Quality Program (BNQP)
  documents are available both in printed form and
  on the BNQP Web site.
• To obtain these documents, call [phone]
  or visit www.baldrige.nist.gov.