Baldrige Award Winning Quality - 15th Edition: How to Interpret the Baldrige Criteria for Performance Excellence

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CRC Press, Mar 3, 2006 - Business & Economics - 400 pages
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The Baldrige criteria have been updated for 2006. Reflecting recent events, the new criteria include a focus on an organization's business ethics and governance systems. It asks how a company plans to stay operational during an emergency event, such as a terrorist act or a natural disaster. In total, there are now 33 Areas to address in the 2006 criteria, including an increased focus on leadership, strategic planning, measurement, analysis, knowledge management, process management and business results.

The new 15th edition of the Baldrige Award Winning Quality addresses these changes for 2006 and helps you understand what the criteria are. Written in an easy-to-read format by one of the best-known authorities on the Baldrige criteria, Mark Graham Brown, it continues to be the most recognized reference in the field. The book provides a clear and concise explanation on how to prepare for a site visit, its purpose, what the Baldrige examiner looks for, and the questions typically asked during a visit.

 

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Contents

INTRODUCTION
ix
Understanding the Malcolm Baldrige National Quality Award
1
Who Can Win the Award?
4
Application and Evaluation Process
6
What the Examiners Are Really Looking for
9
Whats New in the 2006 Criteria
11
Preparing an Application for the Baldrige Award
13
General Outline of the Major Components of the Application Package
14
22 Strategy Deployment
142
Interpreting the Criteria for Customer and Market Focus 3
157
Overview of the Customer and Market Focus Category
158
31 Customer and Market Knowledge
159
32 Customer Relationships and Satisfaction
167
Interpreting the Criteria for Measurement Analysis and Knowledge Management 4
185
Overview of the Information and Analysis Category
186
41 Measurement Analysis and Review of Organizational Performance
187

How to Write the Application
15
Managing the Application Development Project
17
How to Write the Application Report
22
Ten Common Mistakes to Avoid When Writing Your Application
24
Ten Rules to Use When Preparing Graphics for Your Application
30
Length of Application Report Sections
38
What It Costs to Apply for a Baldrige Award
39
Key Themes and Relationships Among the Criteria
41
The Baldrige Burger
42
The Baldrige Criteria as a System
43
Key Relationships Among the Seven Categories
52
Understanding the Baldrige Award Scoring Scale
61
Process
62
Results
64
How Do Baldrige Applicants and Winners Score?
65
Importance as a Scoring Dimension
67
Scoring Band 2
70
Scoring Band 3
74
Scoring Band 4
77
Scoring Band 5
81
Scoring Band 6
85
Additional Scoring Guidance
88
Interpreting the Criteria for the Organizational Profile
89
Overview of the Organizational Profile Section
90
P1 Organizational Description
91
P2 Organizational Challenges
99
Interpreting the Criteria for Leadership 1
103
Overview of the Leadership Category
104
11 Senior Leadership
105
12 Governance and Social Responsibilities
117
Interpreting the Criteria for Strategic Planning 2
131
Overview of the Strategic Planning Category
132
21 Strategy Development
133
42 Information and Knowledge Management
202
Interpreting the Criteria for Human Resource Focus 5
211
Overview of the Human Resource Focus 5
212
51 Work Systems
213
52 Employee Learning and Motivation
227
53 Employee WellBeing and Satisfaction
239
Interpreting the Criteria for Process Management 6
253
Overview of the Process Management Category
254
61 Value Creation Processes
255
62 Support Processes and Operational Planning
270
Interpreting the Criteria for Results 7
279
Overview of the Results Category
280
71 Product and Service Outcomes
281
72 CustomerFocused Results
283
73 Financial and Market Results
287
74 Human Resource Results
290
75 Organizational Effectiveness Results
295
76 Leadership and Social Responsibility Results
302
Preparing for a Site Visit
309
Purpose of the Site Visit
310
Questions Typically Asked of Executives
311
Questions Typically Asked of Middle Managers
312
Typical ApproachDeployment SiteVisit Issues by Category
313
Preparing for the Site Visit
320
General Tips for Dealing with Examiners During Site Visits
322
The Examiners Point of View
323
Using a Bladrige Assessment as a Strategic Planning Tool
327
Assessment Alternatives
328
Using the Baldrige Assessment to Drive Improvement
333
FURTHER READINGS
338
State Awards Based on the Baldrige Criteria
341
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