Baldrige National Quality Program Criteria for Performance

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BaldrigeNational Quality Program
Criteria for Performance Excellence
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Seven Categories of the Business/Nonprofit
Criteria

• Leadership
• Strategic Planning
• Customer Focus
• Measurement, Analysis, and Knowledge Management
• Workforce Focus
• Process Management
• Results

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Core Values and Concepts

• Visionary Leadership
• Customer-Driven Excellence
• Organizational and Personal Learning

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Core Values and Concepts

• Valuing Workforce Members and Partners
• Agility
• Focus on the Future
• Managing for Innovation

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Core Values and Concepts

• Management by Fact
• Societal Responsibility
• Focus on Results and Creating Value
• Systems Perspective

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Baldrige Criteria Framework A Systems
Perspective
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Item Format
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Steps Toward Mature Processes
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Organizational Profile

• P.1 Organizational Description
• P.2 Organizational Situation
• Starting point for self-assessment and
  application preparation
• Basis for early action planning

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Category Point Values

• 1 Leadership 120
• 2 Strategic Planning 85
• 3 Customer Focus 85
• 4 Measurement, Analysis, and
• Knowledge Management 90
• 5 Workforce Focus 85
• 6 Process Management 85
• 7 Results 450
• TOTAL POINTS 1,000

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1. Leadership (120 pts.)
Addresses Senior Leaders Actions, Governance,
and Societal Responsibilities 1.1 Senior
Leadership (70 pts.) 1.2 Governance and
Societal Responsibilities (50 pts.)
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2. Strategic Planning (85 pts.)
Addresses Strategic and Action Planning and
Deployment of Plans 2.1 Strategy Development
(40 pts.) 2.2 Strategy Deployment (45 pts.)
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3.Customer Focus (85 pts.)
Addresses How an Organization Engages its
Customers and Listens to the Voice of the
Customer 3.1 Customer Engagement (40
pts.) 3.2 Voice of the Customer (45 pts.)
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4. Measurement, Analysis, and Knowledge
Management (90 pts.)
Addresses Analysis, Review, and Improvement of
Organizational Performance and Management of
Data, Knowledge, and Information Resources 4.1
Measurement, Analysis, and Improvement of
Organizational Performance (45 pts.) 4.2
Management of Information, Knowledge, and
Information Technology (45 pts.)
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5. Workforce Focus (85 pts.)
Addresses How an Organization Engages, Develops,
and Manages Its Workforce and Buildsan Effective
Workforce Environment 5.1 Workforce Engagement
(45 pts.) 5.2 Workforce Environment (40 pts.)
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6. Process Management (85 pts.)
Addresses How an Organization Designs Its
WorkSystems Prepares for Emergencies and
Designs, Manages, and Improves Its Work Processes
6.1 Work Systems (35 pts.) 6.2 Work
Processes (50 pts.)
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7. Results (450 pts.)
Addresses an Organizations Performance
and Improvement in Key Areas and
Includes Current Performance Levels, Trends, and
Comparative Data 7.1 Product Outcomes (100 pts.)
7.2 Customer-Focused Outcomes (70 pts.) 7.3
Financial and Market Outcomes (70 pts.) 7.4
Workforce-Focused Outcomes (70 pts.) 7.5 Process
Effectiveness Outcomes (70 pts.) 7.6 Leadership
Outcomes (70 pts.)
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2007 Award Recipients

• Through Baldrige we have learned that there are
  no destinations on the journeyonly more
  opportunities for improvement. What a remarkable
  method to move an organization forward.
• W. Paul Worstell, President of 2007 Award
  recipient PRO-TEC Coating Company
• The men and women of ARDEC have earned
  distinction for our organization, the new
  high-technology Army, and the Department of
  Defense by embracing the Baldrige Criteria. . . .
  We adopted the Baldrige Criteria in order to
  become the best organization we can possibly be
  and provide the best products and support we can
  to the U.S. Warfighter.
• Joseph A. Lannon, Director of 2007 Award
  recipient the U.S. Army Armament Research,
  Development and Engineering Center (ARDEC)
• People ask, Why Baldrige? My answer is very
  simple Triple A bond rating on Wall Street from
  all three rating agencies, bringing capital
  projects in on time and within budget, a 96
  percent business satisfaction rating, a 94
  percent resident satisfaction rating, an overall
  quality rating of 95 percent, and an employee
  satisfaction rating of 97 percent . . . thats
  why were involved with Baldrige.
• Michael Levinson, City Manager of 2007 Award
  recipient the City of Coral Springs

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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]
  send an e-mail to baldrige_at_nist.gov or visit
  www.nist.gov/baldrige.