2. MALCOM BALDRIGE NATONAL QUALITY AWARDMALCOM BALDRIGE NATONAL QUALITY AWARD
ESTABLISHED IN 1987, AMERICAN COMPANIESESTABLISHED IN 1987, AMERICAN COMPANIES
PROMOTE QUALITY AWARENSSPROMOTE QUALITY AWARENSS
TO RECOGNIZE QUALITY ACHIEVEMENTS OFTO RECOGNIZE QUALITY ACHIEVEMENTS OF
U.S.U.S. COMPANIESCOMPANIES
TO PUBLICIZE SUCCESSFUL QUALITYTO PUBLICIZE SUCCESSFUL QUALITY
STRATEGIESSTRATEGIES
11STST
PRESENTED IN 1988PRESENTED IN 1988
3. AWARD IS NOT FOR SPECIFIC PRODUCTS OR SERVICE.AWARD IS NOT FOR SPECIFIC PRODUCTS OR SERVICE.
THE AWARD IS MANAGED BYTHE AWARD IS MANAGED BY
1)1) U.S. DEPARTMENT OF COMMERCE & TECHNOLOGYU.S. DEPARTMENT OF COMMERCE & TECHNOLOGY
ADMINISTRATION ANDADMINISTRATION AND
2)2) ADMINISTERED BY THE AMERICAN SOCIETY FORADMINISTERED BY THE AMERICAN SOCIETY FOR
QUALITY CONTROLQUALITY CONTROL
22 AWARDS ANUALLY INAWARDS ANUALLY IN 33 CATEGORIESCATEGORIES
1)1) MANUFACTURINGMANUFACTURING
2)2) SERVICESERVICE
3)3) SMALL BUSINESSSMALL BUSINESS
4)4) EDUCATIONEDUCATION
5)5) HEALTH CAREHEALTH CARE
6)6) NON-PROFIT ORGANIZATIONSNON-PROFIT ORGANIZATIONS
4. o PRINCIPLES ENCOMPASS THE AWARDPRINCIPLES ENCOMPASS THE AWARD
1)1)AWARENESS OF QUALITY AS AN INCRESINGLYAWARENESS OF QUALITY AS AN INCRESINGLY
IMPORTANT ELEMENT IN COMPETITIVENESSIMPORTANT ELEMENT IN COMPETITIVENESS
2)2)UNDERSTANDING OF THE REQUIREMENTSUNDERSTANDING OF THE REQUIREMENTS
FOR QUALITY EXCELLENCEFOR QUALITY EXCELLENCE
3)3)SHARING OF INFORMATION ON SUCCESSFULSHARING OF INFORMATION ON SUCCESSFUL
QUALITY STRATEGIES & THE BENEFITSQUALITY STRATEGIES & THE BENEFITS
DERIVED FROM IMPLEMENTATION OF THESEDERIVED FROM IMPLEMENTATION OF THESE
STRATEGIESSTRATEGIES
5. BALDRIGE AWARD : MAJOR CRITERIABALDRIGE AWARD : MAJOR CRITERIA
1.1. LEADERSHIPLEADERSHIP
2.2. INFORM ATION & ANALYSISINFORM ATION & ANALYSIS
3.3. STRATEGIC QUALITY PLANNINGSTRATEGIC QUALITY PLANNING
4.4. HUMAN SOURCE DEVELOPMENT ANDHUMAN SOURCE DEVELOPMENT AND
PLANNINGPLANNING
5.5. MANAGEMENT OF PROCESS QUALITYMANAGEMENT OF PROCESS QUALITY
6.6. QUALITY AND OPERATIONAL RESULTSQUALITY AND OPERATIONAL RESULTS
7.7. CUSTOMER FOCUS AND SATISFACTIONCUSTOMER FOCUS AND SATISFACTION
6. BALDRIGE AWARD EXAMINATION ITEMS & POINT VALUESBALDRIGE AWARD EXAMINATION ITEMS & POINT VALUES
EXAMINATION CATEGORIES/ITEMS POINT VALUESEXAMINATION CATEGORIES/ITEMS POINT VALUES
1)1) LEADERSHIP:LEADERSHIP:
9090
1.1)1.1) SENIOR EXECUTIVE LEADERSHIPSENIOR EXECUTIVE LEADERSHIP
4545
1.2)1.2) LEADERSHIP SYSTEM & ORGANIZATION ,INCLUDINGLEADERSHIP SYSTEM & ORGANIZATION ,INCLUDING
ASSESSMENTSASSESSMENTS
2525
1.3)1.3) PUBLIC RESPONSIBILITY / CORPORATE CITIZENSHIPPUBLIC RESPONSIBILITY / CORPORATE CITIZENSHIP
2020
7. BALDRIGE AWARD EXAMINATION ITEMS & POINT VALUESBALDRIGE AWARD EXAMINATION ITEMS & POINT VALUES
EXAMINATION CATEGORIES/ITEMS POINT VALUESEXAMINATION CATEGORIES/ITEMS POINT VALUES
2)2) INFORMATION & ANALYSIS 75INFORMATION & ANALYSIS 75
2.1)2.1) MANAGEMENT OF (QUALITY & PERFOMENCE)MANAGEMENT OF (QUALITY & PERFOMENCE)
INFORMATION & DATAINFORMATION & DATA
1515
2.2)2.2) COMPETITIVE COMPARISONS & BENCHMARKINGCOMPETITIVE COMPARISONS & BENCHMARKING
2020
2.3)2.3) ANALYSIS AND USES OF COMPANY – LEVEL DATAANALYSIS AND USES OF COMPANY – LEVEL DATA
4040
8. BALDRIGE AWARD EXAMINATION ITEMS & POINT VALUESBALDRIGE AWARD EXAMINATION ITEMS & POINT VALUES
EXAMINATION CATEGORIES/ITEMS POINT VALUESEXAMINATION CATEGORIES/ITEMS POINT VALUES
3)3) STRATEGIC PLANNING 55STRATEGIC PLANNING 55
3.1)3.1) STRATEGY DEVELOPMENTSTRATEGY DEVELOPMENT
3535
3.2)3.2) STRATEGY DEPLOYMENTSTRATEGY DEPLOYMENT
2020
9. BALDRIGE AWARD EXAMINATION ITEMS & POINT VALUESBALDRIGE AWARD EXAMINATION ITEMS & POINT VALUES
EXAMINATION CATEGORIES/ITEMS POINT VALUESEXAMINATION CATEGORIES/ITEMS POINT VALUES
4)4)HUMAN RESOURCE DEVELOPMENT & MANAGEMENT 140HUMAN RESOURCE DEVELOPMENT & MANAGEMENT 140
4.1)4.1) HUMAN RESOURCE PLANNING & EVALUATIONHUMAN RESOURCE PLANNING & EVALUATION
2020
4.2)4.2) HIGH – PERFOMENCE WORK SYSTEMSHIGH – PERFOMENCE WORK SYSTEMS
4545
4.3)4.3) EMPLOYEES EDUCATION , TRAINING, & DEVELOPMENTEMPLOYEES EDUCATION , TRAINING, & DEVELOPMENT
5050
4.4)4.4) EMPLOYEE WELL – BEING AND SATISFACTIONEMPLOYEE WELL – BEING AND SATISFACTION
2525
10. BALDRIGE AWARD EXAMINATION ITEMS & POINT VALUESBALDRIGE AWARD EXAMINATION ITEMS & POINT VALUES
EXAMINATION CATEGORIES/ITEMS POINT VALUESEXAMINATION CATEGORIES/ITEMS POINT VALUES
5)5) PROCESS MANAGEMENTPROCESS MANAGEMENT
140140
5.1)5.1) DESIGN & INTRODUCTION OF PRODUCTS / SERVICESDESIGN & INTRODUCTION OF PRODUCTS / SERVICES
4040
5.2)5.2) PROCESS MANAGEMENT: PRODUCT/ SERVICE PRODUCTIONPROCESS MANAGEMENT: PRODUCT/ SERVICE PRODUCTION
AND DELIVERYAND DELIVERY
4040
5.3)5.3) PROCESS MANAGEMENT : SUPPORT SYSTEMSPROCESS MANAGEMENT : SUPPORT SYSTEMS
3030
5.4)5.4) MANAGEMENT OF SUPPLIER PERFOMENCEMANAGEMENT OF SUPPLIER PERFOMENCE
3030
11. BALDRIGE AWARD EXAMINATION ITEMS & POINT VALUESBALDRIGE AWARD EXAMINATION ITEMS & POINT VALUES
EXAMINATION CATEGORIES/ITEMS POINT VALUESEXAMINATION CATEGORIES/ITEMS POINT VALUES
6)6) BUSINESS RESULTS 250BUSINESS RESULTS 250
6.1)6.1) PRODUCT AND SERVICE QUALITY RESULTSPRODUCT AND SERVICE QUALITY RESULTS
7575
6.2)6.2) COMPANY AND OPERATIONAL RESULTSCOMPANY AND OPERATIONAL RESULTS
130130
6.3)6.3) SUPPLIER PERFOMENCE RESULTSSUPPLIER PERFOMENCE RESULTS
4545
12. BALDRIGE AWARD EXAMINATION ITEMS & POINT VALUESBALDRIGE AWARD EXAMINATION ITEMS & POINT VALUES
EXAMINATION CATEGORIES/ITEMS POINT VALUESEXAMINATION CATEGORIES/ITEMS POINT VALUES
7)7) CUSTOMER FOCUS AND SATISFACTION 250CUSTOMER FOCUS AND SATISFACTION 250
7.1)7.1) CUSTOMER AND MARKET KNOWLEDGECUSTOMER AND MARKET KNOWLEDGE
3030
7.2)7.2) CUSTOMER RELATIONSHIP MANAGEMENTCUSTOMER RELATIONSHIP MANAGEMENT
3030
7.3)7.3) CUSTOMER SATISFACTION DETERMINATIONCUSTOMER SATISFACTION DETERMINATION
3030
7.4)7.4) CUSTOMER SATISFACTION RESULTSCUSTOMER SATISFACTION RESULTS
100100
7.5)7.5) CUSTOMER SATISFACTION COMPARISONCUSTOMER SATISFACTION COMPARISON
6060
13. BALDRIGE AWARD EXAMINATION ITEMS & POINT VALUESBALDRIGE AWARD EXAMINATION ITEMS & POINT VALUES
EXAMINATION CATEGORIES/ITEMS POINT VALUESEXAMINATION CATEGORIES/ITEMS POINT VALUES
1)1)LEADERSHIP: 90LEADERSHIP: 90
2)2)INFORMATION & ANALYSIS 75INFORMATION & ANALYSIS 75
3)3)STRATEGIC PLANNING 55STRATEGIC PLANNING 55
4)4)HUMAN RESOURCE DEVELOPMENT & MANAGEMENT 140HUMAN RESOURCE DEVELOPMENT & MANAGEMENT 140
5)5) PROCESS MANAGEMENT 140PROCESS MANAGEMENT 140
6)6) BUSINESS RESULTS 250BUSINESS RESULTS 250
7)7) CUSTOMER FOCUS AND SATISFACTION 250CUSTOMER FOCUS AND SATISFACTION 250
TOTAL POINTS 1000TOTAL POINTS 1000
14. BALDRIGE AWARD CRITERIA FOCUSES ONBALDRIGE AWARD CRITERIA FOCUSES ON
77 KEY AREAS OFKEY AREAS OF BUSINESS PERFOMENCEBUSINESS PERFOMENCE
1.1. CUSTOMER SATISFACTION/RETENTIONCUSTOMER SATISFACTION/RETENTION
2.2. MARKET SHARE, NEW MARKET DEVELOPMENTMARKET SHARE, NEW MARKET DEVELOPMENT
3.3. PRODUCT AND SERVICE QUALITYPRODUCT AND SERVICE QUALITY
4.4. PRODUCTIVITY, OPERATIONAL EFFECTIVENESSPRODUCTIVITY, OPERATIONAL EFFECTIVENESS
5.5. HUMAN RESOURCE PERFOMENCE / DEVELOPMENTHUMAN RESOURCE PERFOMENCE / DEVELOPMENT
6.6. SUPPLIER PERFOMENCE / DEVELOPMENTSUPPLIER PERFOMENCE / DEVELOPMENT
7.7. PUBLIC RESPONSIBILITY/ CORPORATE CITIZENSHIPPUBLIC RESPONSIBILITY/ CORPORATE CITIZENSHIP
15. GOALGOAL
CUSTOMER SATISFACTIONCUSTOMER SATISFACTION
CUSTOMER SATISFACTIONCUSTOMER SATISFACTION
RELATIVE TO COMPETITIORSRELATIVE TO COMPETITIORS
CUSTOMER RETENTIONCUSTOMER RETENTION
MARKET SHARE GAINMARKET SHARE GAIN
MEASURES OF PROGRESSMEASURES OF PROGRESS
PRODUCT & SERVICE QUALITYPRODUCT & SERVICE QUALITY
PRODUCTIVITY IMPROVEMENTPRODUCTIVITY IMPROVEMENT
WASTE REDUCTIONWASTE REDUCTION
SUPPLIER QUALITYSUPPLIER QUALITY
