The Pocket Guide to the Baldrige Criteria

68 Pages·2011·0.309 MB·English

the Pocket Guide to the
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Mark Graham Brown
ISBN: 978-1-4398-7550-6
90000 Sixteenth edition
9 781439 875506
www.productivitypress.com

The Pocket Guide to the
BaldriGe
award
CriTeria
Sixteenth edition
Mark Graham Brown
CRC Press
Taylor & Francis Group
6000 Broken Sound Parkway, NW, Suite 300
Boca Raton, FL 33487-2742
© 2011 by Mark Graham Brown
CRC Press is an imprint of Taylor & Francis Group, an Informa business
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Table of Contents
Acknowledgments . . . . . . . . . . . . . . . . . . . . . . . vii
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ix
Part I Questions & Answers . . . . . . . . . . . . . . 1
Part II The Baldrige Criteria . . . . . . . . . . . . . 17
1 Leadership (120 pts .) . . . . . . . . . . . . . . . . 18
2 Strategic Planning (85 pts .) . . . . . . . . . . 22
3 Customer Focus (85 pts .) . . . . . . . . . . . . 25
4 Measurement, Analysis, and
Knowledge Management (90 pts .) . . . . 30
5 Workforce Focus (85 pts .) . . . . . . . . . . . . 35
6 Operations Focus (85 pts .) . . . . . . . . . . . 39
7 Results (450 pts .) . . . . . . . . . . . . . . . . . . . 44
For Additional Reading . . . . . . . . . . . . . . . . . . 56
iii
Acknowledgments
I would like to thank the following individuals
for their suggestions to improve the first edition
of this book: Carol Pletcher, Cargill; Martin Smith,
New England Telephone; Ann Wolfe, Air Products
and Chemicals; Craig Skrivseth, Appleton Papers .
I also wish to thank Jim Springer of Appleton
Papers, who gave me the idea for this book, and
Lynn Berner-Kilbourn who did an exceptional job
of editing and formatting the original book .
I would also like to thank Michael Sinocchi,
senior acquisitions editor at Productivity Press, for
his outstanding editing over the years .
—MGB
iv
Introduction
This guide is designed to help you understand the
criteria for the Malcolm Baldrige National Quality
Award . It is not about the award, or how to win
it . Rather, it is about how to interpret and use the
criteria to improve your organization .
Most organizations that use the Baldrige criteria
have no interest in applying for, or winning, the
award . The Baldrige criteria are being used by
thousands of organizations around the world to
evaluate their progress toward becoming the best
in their fields . This guide is divided into two parts .
Part . I, a question and answer section, provides the
answers to the questions most commonly asked
about the award and the criteria . Part II provides
a brief explanation of each of the 18 items in the
Baldrige criteria and lists the characteristics of
organizations that excel in each of these 18 items .
If the material in this quick reference guide
sparks your interest in the Baldrige criteria or the
Malcolm Baldrige National Quality Award, you
can obtain more information from the sources
listed at the end of the book .
v

PA R T I
QUESTIONS &
ANSWERS
1
PART I: QUESTIONS & ANSWERS
Answers to some of the questions frequently asked
about the Malcolm Baldrige National Quality Award
criteria.
Q: Why is our organization using the Baldrige
criteria to do assessments?
A: Since the award was first established in 1988,
there have been thousands of organizations that
have applied for the award . Thousands more have
applied for state quality awards, and several mil-
lion copies of the criteria have been distributed to
organizations all over the world . Many organiza-
tions have no interest in applying for the award,
but use the criteria as a model for evaluating and
improving their own performance . The criteria
in the Baldrige model are the toughest and most
widely accepted set of standards for defining a well
run organization, regardless of its size or type .
The real rewards for following the Baldrige model
are:
◾ More satisfied customers and stakeholders .
◾ Engaged employees .
◾ Improved financial results and outcomes .
◾ Long-term success .
2