The Corporate Guide to the Malcolm Baldrige National Quality Award: Proven Strategies for Building Quality Into Your Organization
Quality improvement in America is no longer a choice. In today's highly competitive world economy, it is a matter of corporate survival. The prestigious Malcolm Baldrige National Quality Award is the guiding beacon for organizations intent on building and sustaining world-class quality levels. Designed by our nation's leading quality experts, the Baldrige guidelines are a road map your organization can use to develop a quality system that meets its specific needs. In The Corporate Guide, Marion Mills Steeples, a member of the Board of Examiners since the inception of the National Quality Award, reveals essential details and information about the application guidelines. Chock-full of real-life examples, tables, diagrams, and insiders' tips, this book is a clear hands-on manual for cutting development and production costs, streamlining processes, eliminating waste, enhancing worker morale, and improving customer service. You will use this book both as a reference to understand future trends in quality and as a benchmarking tool to match your company's performance against America's quality leaders - Motorola, Federal Express, IBM, Xerox, and Westinghouse. This authoritative resource is divided into three major sections that translate the Baldrige process into an easy-to-understand outline how the guidelines further quality success in any organization, the seven major categories and how to understand their requirements, and lessons learned from the winning companies. Whether you plan to apply for the Award or just want to use its guidelines to compete more effectively, The Corporate Guide details the steps necessary to reach and exceed quality goals and become a world-class organization.
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QUALITY MADE IN THE
REASONS TO PURSUE BALDRIGE
QUALITY WORKS THE PROOF
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6.0 QUALITY achieve AlphaTel annual application Areas for Improvement Areas to Address assess Assurance of Products audit Baldrige Award Baldrige National Quality benchmarking Business Process Cadillac company's quality competitive complaints continuous improvement corporate costs Customer Relationship Management customer satisfaction customer service standards deployment employee involvement Employee Opinion Survey evaluation examination categories examination items Federal Quality Institute focus Globe HUMAN RESOURCE UTILIZATION IBM Rochester industry installation Institute of Standards interexchange carriers leadership levels Malcolm Baldrige National manufacturing market share Marlow measures ment Milliken Motorola National Quality Award operations organizations overall participation percent performance personnel Process Management products and services Quality Assurance quality goals quality improvement quality system quality values RBOCs recognition response Roger Milliken Score senior executives Six Sigma Solectron Statistical Process Control Strategic Quality Planning Supplier Quality telephone Total Quality Management Visit Issues Wallace winners world-class Xerox Zytec