...2005 Baldrige National Quality Program Criteria for Performance Excellence THE MALCOLM BALDRIGE NATIONAL QUALITY AWARD PROGRAM A Public-Private Partnership Building active partnerships in the private sector—and among the private sector and all levels of government—is fundamental to the success of the Baldrige National Quality Program in improving national competitiveness. Privatesector support for the Program in the form of funds, volunteer efforts, and participation in information transfer continues to grow. To ensure the continued growth and success of these partnerships, each of the following organizations plays an important role. Board of Overseers The Board of Overseers advises the Department of Commerce on the Baldrige National Quality Program. The board is appointed by the Secretary of Commerce and consists of distinguished leaders from all sectors of the U.S. economy. The Board of Overseers evaluates all aspects of the Program, including the adequacy of the Criteria and processes for determining Award recipients. An important part of the board’s responsibility is to assess how well the Program is serving the national interest. Accordingly, the board makes recommendations to the Secretary of Commerce and to the Director of NIST regarding changes and improvements in the Program. Foundation for the Malcolm Baldrige National Quality Award The Foundation for the Malcolm Baldrige National Quality Award was created to foster the success of the Program. The Foundation’s...
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...The purpose of the Baldrige National Quality Program (BNQP) is to provide the educational criterion that contributes to students excelling (Baldrige National Quality Program, 2009-2012). The BNQP is designed to incorporate an ever changing environment where strategy, processes, resources, and engagement are taken into consideration. In order to evaluate performance the BNQP outlines criteria to help educational organizations from elementary school to higher education “Plan-Do-Study-Act”. The BNQP focuses on educational criteria and achieving excellence through the following seven categories, “leadership, strategic planning, customer focus, measurement analysis and knowledge measurement, workforce focus, process management, and finally Results” (Baldrige National Quality Program, 2009-2012). According to Higher Learning Commission, (2011) the purpose of the Academic Quality Improvement Program (AQIP) is to offer an alternate way in which previously accredited colleges or universities can maintain their accreditation and provide an alternate evaluation process. The AQIP focuses on qualitative evaluation of goal-setting, networking, and accountability (Higher Learning Commission, 2011). Leadership and management fit within the BNQP and the AQIP models by leader and manager interchangeably. However, the difference between the two is distinct. The roles and responsibilities of these positions are equally important in ensuring the success of a company. The employee which holds...
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...The Malcolm Baldrige National Quality Award is the nation’s only Presidential award for achievements in business performance and quality. It is the highest level of national recognition for performance excellence that an organization can receive. The award is administered by the Baldrige Performance Excellence Program and was established by congress to promote national awareness of the necessity of performance excellence in business as a means to stay competitive in the global market. The Baldridge award recognizes U.S. organizations in a wide range fields. As many as 18 awards may be given annually across six eligibility categories including, education, health care, manufacturing, nonprofit, service, and small business. (Baldrige, 2015) Applicants undergo a rigorous screening process which evaluates the organization on a range of factors that contribute to financial performance. These factors include, but are not limited to, business decisions and strategies that improve market performance, customer retention/ satisfaction, efficient and effective operation practices, and gains in market share. (Baldrige, 2015) All organizations participating in the application process receive a written summary of their strengths and an assessment on areas for improvement. Winners are allowed to promote and advertise their Baldridge Award. However, the award is not given for specific products or services. As of 2014, 105 awards have been presented to 99 organizations which include six repeat...
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...suggested that organizations, while using financial measures, should develop a comprehensive set of additional measures to use as leading indicators, or predictors, of financial performance. They suggested that measures should be developed that address four perspectives: 1. The financial perspective. Measures in this perspective should answer the question, “How should we appear to our shareholders?” 2. The customer perspective. These measures should answer the question, ABSTRACT. Although the application of the balanced scorecard (BSC) in the business sector is well documented, very little research has been reported regarding the adaptation or application of the BSC in the education sector. In this article, the authors (a) describe how the Baldrige Education Criteria for Performance Excellence has adapted the concept of the BSC to education and (b) discuss significant differences as well as similarities between the BSC for business and the BSC...
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...第十五屆決策分析研討會 The Malcolm Baldrige National Quality Award Case Study: Ritz-Carlton Hotel Company, L.L.C. Chakrit Chansukko William Firman Ha Tuan Anh Abstract The Malcolm Baldrige National Quality Award framework is probably the best-known excellence award model, and the world’s most widely used excellence framework for self-assessment. The criteria are designed to help organizations improve their competitiveness by focusing on two goals: continually delivering improved value to customers, and improving overall organizational performance. Our final project concentrates on Ritz-Carlton Hotel Company, which receives the Malcolm Baldrige National Quality Award in the service category. The Ritz-Carlton Hotel Company manages thirty six luxury hotels in North America, Europe, Asia, Australia, the Middle East, Africa, and the Caribbean. All have received four- or five-star ratings from the Mobil Travel Guide and diamond ratings from the American Automobile Association. The Ritz-Carlton company has received all the major awards the hospitality industry and leading consumer organizations can bestow. It is the first and only hotel company twice honored with the Malcolm Baldrige National Quality Award from the United States Department of Commerce. The Ritz-Carlton method is close attention to performance data collection and a broad educational platform to deliver the findings. In this report, we will study deeply about The Ritz-Carlton Company, the external and internal performance...
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...Every year, the Baldrige Performance Excellence Program awards up to eighteen public or private United States organizations. The name of the award is the Malcolm Baldrige National Quality Award, and it is administered to organizations in the business, healthcare, education, and nonprofit sectors for performance excellence. Each award is given by the President of the United States and awarded to organizations across six categories of eligibility including manufacturing, service, small business, education, health care, and nonprofit. The Malcolm Baldrige National Quality Award is named after the former United States Secretary of Commerce Malcolm Baldrige. He served in this position from 1981 until 1987, when Baldrige death in a rodeo accident. During his tenure, he was a strong supporter of quality management and believed that it was imperative to United States wealth and sustainability. Because of this interest, Congress named the award after him. The award was created in response to the leaders of America finally realizing that quality was a key component in the worldwide arena of business and competiveness. The purpose of the award, which came to be as a result of the 1987 Malcolm Baldrige National Quality Improvement Act, was to promote awareness of performance excellence in regards to competitiveness in U.S. business. Since its inception in 1987, the award has expanded to include health care, education, nonprofit, and government organizations. In addition to increasing...
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...Quality Assurance September, 08 2012 QUALITY AWARDS The Malcolm Baldrige National Quality Award (MBNQA) is presented annually by the President of the United States to organizations that demonstrate quality and performance excellence. Three awards may be given annually in each of six categories: small business, manufacturing, service company, education, healthcare or nonprofit organization. The Baldrige Award is named after the late Secretary of Commerce Malcolm Baldrige, a proponent of quality management. Organizations that apply for the Baldrige Award are judged by an independent board of examiners. Recipients are selected based on achievement and improvement in seven areas. Our text book refers to this seven areas as category 1, category 2 etc. First area/category is: 1. Leadership: How upper management leads the organization, and how the organization leads within the community. 2. Strategic planning: How the organization establishes and plans to implement strategic directions. 3. Customer and market focus: How the organization builds and maintains strong, lasting relationships with customers. 4. Measurement, analysis, and knowledge management: How the organization uses data to support key processes and manage performance. 5. Human resource focus: How the organization empowers and involves its workforce. 6. Process management: How the organization designs, manages and improves key processes. 7. Business/organizational performance results: How...
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...Quality Management Organizations MGT/420 October 1, 2012 Albert La Pierre Quality Management Organizations Schneck Memorial Hospital and MEDRAD are two quality management organizations who have won the Malcolm Baldridge National Quality award. The award raises awareness on quality management issues and recognizes companies that successfully implement quality management systems. Schneck is an organization that exists at the local level in Indiana and MEDRAD is an organization that exists at the national level with global headquarters. Jackson County Schneck Memorial Hospital is a not-for profit county hospital located in Seymour, Indiana. Schneck Medical Center (SMC) sustains a legacy of providing excellent healthcare by leveraging their culture and making infrastructural investments. SMC differentiates its healthcare services from other providers by leveraging their core competency of putting patient first in every decision that is made. The principal factors that determine SMC’s success relative to their competitors are the patient first culture, strong financial foundation, technology integration, quality and stability of the workforce, and focus on excellence. Each of these key factors link directly to their four pillars of excellence: quality of care, customer service, human resources, and fiscal and operations. (NIST, 2012) MEDRAD is a worldwide market-leading manufacturer and distributor of high tech medical devices. Products include fluid injection systems...
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... Malcolm Baldrige National Quality Award The Malcolm Baldrige National Quality Award is the national quality award that recognizes U.S. organizations in the business, health care, education, and nonprofit sectors for performance excellence. The Baldrige Award is the only formal recognition of the performance excellence of both public and private U.S. organizations given by the President of the United States. It is administered by the Baldrige Performance Excellence Program, which is based at and managed by the National Institute of Standards and Technology, an agency of the U.S. Department of Commerce. Up to 18 awards may be given annually across six eligibility categories manufacturing, service, small business, education, health care, and nonprofit. Pewaukee School District 2013 Award Recipient The tiny school district in this rural town has captured the attention of America by winning the coveted and prestigious Malcolm Baldrige National Quality Award, which honors performance excellence in education, healthcare and business organizations. The Pewaukee School District, an innovative public school system, was one of only three organizations nationwide to receive the 2013 award. Winning the nation’s highest Presidential honor for performance excellence and visionary leadership is no small feat. The Pewaukee school system, which totals 2,791 students, has only one high school, one middle school and two elementary schools (National Institute, 2010). ...
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...of a Quality Management System Organizational Structure Responsibilities Methods Data Management Processes Resources Customer Satisfaction Continuous Improvement Product Quality [edit] Concept of quality - historical background The concept of quality as we think of it now first emerged out of the Industrial Revolution. Previously goods had been made from start to finish by the same person or team of people, with handcrafting and tweaking the product to meet 'quality criteria'. Mass production brought huge teams of people together to work on specific stages of production where one person would not necessarily complete a product from start to finish. In the late 19th century pioneers such as Frederick Winslow Taylor and Henry Ford recognized the limitations of the methods being used in mass production at the time and the subsequent varying quality of output. Birland established Quality Departments to oversee the quality of production and rectifying of errors, and Ford emphasized standardization of design and component standards to ensure a standard product was produced. Management of quality was the responsibility of the Quality department and was implemented by Inspection of product output to 'catch' defects. Application of statistical control came later as a result of World War production methods. Quality management systems are the outgrowth of work done by W. Edwards Deming, a statistician, after whom the Deming Prize for quality is named. Quality, as...
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...of Excellence / Baldrige National Quality Program 1. Purpose. Army Communities of Excellence (ACOE) program uses Performance Improvement Criteria which is based on the Malcolm Baldridge National Quality Award. ACOE adapts this criteria to fit the unique nature of the Army's mission. It uses applicable business practices to continuously improve the Army's ability to create combat power in peacetime and war. 2. Discussion: 1. The Malcolm Baldrige National Quality Award was created by Public Law 100-107, signed into law on August 20, 1987. The Award Program, responsive to the purposes of Public Law 100-107, led to the creation of a new public-private partnership. Principal support for the program comes from the Foundation for the Malcolm Baldrige National Quality Award, established in 1988. The Award is named for Malcolm Baldrige, who served as Secretary of Commerce from 1981 until his tragic death in a rodeo accident in 1987. His managerial excellence contributed to long-term improvement in efficiency and effectiveness of government. The Findings and Purposes Section of Public Law 100-107 states that:" a. the leadership of the United States in product and process quality has been challenged strongly (and sometimes successfully) by foreign competition, and our Nation's productivity growth has improved less than our competitors' over the last two decades. b. American business and industry are beginning to understand that poor quality costs companies...
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...Baldrige National Quality Award for Health Care Organizations Elaine Reeves HCA 375 – Ashford University Paula Arceneaux December 5, 2011 Quality Improvement in Healthcare Health care is something commonly visited with my family and me. Having three children in the last seven years, my family and I have had our share of hospital and medical office visits. The quality in care does not go unnoticed as I see many areas that need improvement, as well as other areas that are exemplary. One measure that many organizations utilize is continuous quality improvement (CQI). It is a structured organizational process by which personnel plans and executes a constant flow of improvements in order to provide exceptional quality healthcare (McLaughlin & Kaluzny, 2006). CQI is an approach to quality management, where traditional quality assurance is implemented and emphasizes on the systems of the organization. Aside from gaining satisfaction and confidence from patients, quality improvements of a healthcare organization (if applied successfully) can earn prestigious awards. When quality in healthcare meets government regulations and standards, and when satisfactory is met with the public and/or patients, many organizations are recognized for their achievements in quality. Some organizations are rewarded, along with their recognition, with awards reflecting their success. One such award is the Malcolm Baldrige National Quality Award. Stated in the article Four U. S...
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...Sharp HealthCare National Institute of Standards and Technology • U.S. Department of Commerce Baldrige National Quality Program Sharp HealthCare is San Diego County’s largest integrated health care delivery system, serving greater than 27 percent of the county’s 3 million plus residents—some 785,000 people—each year. A not-for-profit organization, Sharp has an annual net revenue of greater than $1.9 billion; employs a workforce of greater than 14,000 staff members and 2,600 affiliated physicians; operates four acute care hospitals, three specialty hospitals, three affiliated medical groups, and 19 outpatient medical clinics; and manages its own health insurance plan. This vertical integration enables Sharp to offer a full spectrum of health care services, from emergency, hospice, and mental health services to multiorgan transplants and hyperbaric treatment. Continuous Improvement Yields Quality Care, Financial Health In September 2001, the organization launched The Sharp Experience, a performance improvement initiative aimed at transforming the health care experience for caregivers, patients, and their families by reconnecting to purpose, worthwhile work, and making a difference. Today, all operations and activities are aligned under Sharp’s Six Pillars of Excellence—Quality, Service, People, Finance, Growth, and Community. Simply put, The Sharp Experience is the organization’s core competency and means for Sharp to achieve its vision to become “the...
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...managing customer relationships. There are many tools and techniques used to anticipate customer needs and expectations. Since in the end there is no profitable business without a satisfied customer. The following report will discuss the Baldrige National Quality Program (BNQP) criteria category 3. This category of BNQP specifically examines the organizations customer relationships as an important part of a listening, learning and performance excellence strategy. Next the report will discuss the best practices of the Liberty Mutual Insurance claims service in measuring customer satisfactions. I will then compare and contrast Liberty Mutual to the BNQP criteria and conclude by giving recommendations for quality improvements. Baldrige National Quality Category 3 The Baldrige National Quality Program (BNQP) criterion for performance excellence is current being used in many industries and organization to promote and foster customer quality and satisfaction. The BNQP follows TMQ philosophy of a customer-focused organization that involves employees in continuous improvement of all aspect of the business(Evans & Lindsay, 2011). BNQP consist of 7 criteria of requirements which an organization may use to implement a quality management system. The seven categories are 1.) Leadership 2.) Strategic planning 3.) Customer and market focus 4.) Measurement analysis and Knowledge management 5.) Human resource focuses 6). Process management 7.) Business results...
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...healthcare industry is characterized by constant changes and dynamism with the aim of providing quality care that is affordable. “Motivation is a state of feeling or thinking in which one is energized or aroused to perform a task or engage in a particular behavior”(Steers and Porter,1987 as cited by Burns et al 2011). Sharp healthcare’s major objective is to increase the satisfaction of its employees, physicians and patients. To achieve this, the organization adopts techniques such as open communication among workers, re-recruitment of current employees and the development of the workforce. Although these techniques may successfully motivate some workers it may not be as successful in motivating other workers because they are intrinsic factors which do not necessarily motivate everyone. In November 2007, Sharp HealthCare received the Malcolm Baldrige National Quality Award, the nation's highest presidential honor for quality and organizational performance excellence. (Sharp Healthcare, 2015) Due to its success a number of organizations have adopted the sharp’s approach to staff motivation. Analysis of Sharp’s Successful Approach to Motivation In 2001, Sharp healthcare set up six pillars of excellence which served as a bedrock for its healthcare vision. All operations and activities of the Sharp healthcare system were set up to align with the following six pillars of excellence: quality, people, service, finance, growth and community (Wong, 2012).Three of these pillars...
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