...Sample Contents ii About the Criteria for Performance Excellence The Baldrige Criteria empower your organization to reach your goals, improve results, and become more competitive by aligning your plans, processes, decisions, people, actions, and results. iv How to Use This Booklet You can use the material in this booklet as a reference, for self-assessment, or as the basis of an award assessment. Your experience with the Criteria will help you decide where to begin. 1 Criteria for Performance Excellence Framework and Structure The Criteria requirements are embodied in seven integrated, interconnected categories. The categories are subdivided into items and areas to address. 3 4 4 7 10 13 16 18 22 24 Criteria for Performance Excellence Items and Point Values Criteria for Performance Excellence Preface: Organizational Profile 1 Leadership 2 Strategic Planning 3 Customer Focus 4 Measurement, Analysis, and Knowledge Management 5 Workforce Focus 6 Operations Focus 7 Results 28 32 33 Scoring System Responses to Criteria items are scored on two evaluation dimensions: process and results. Process Scoring Guidelines Results Scoring Guidelines 34 37 How to Respond to the Criteria These guidelines explain how to respond most effectively to the Criteria item requirements. Core Values and Concepts The core values and concepts are a set of embedded beliefs and behaviors found in high-performing organizations. 42 44 52 Changes from the 2011–2012...
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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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...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...
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...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...
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...2008 Baldrige National Quality Program Education Criteria for Performance Excellence THE MALCOLM BALDRIGE NATIONAL QUALITY AWARD 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 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 main objective is to raise funds to permanently endow the Award Program. Prominent leaders from U.S. organizations...
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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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...Because of permissions issues, some material (e.g., photographs) has been removed from this chapter, though reference to it may occur in the text. The omitted content was intentionally deleted and is not needed to meet the University's requirements for this course. CHAPTER 3 Global Supply Chain Quality and International Quality Standards Global competition is played out by different rules and for different stakes at each level. —C. K. PRAHALAD and GARY HAMEL INTRODUCTION I nternational trade is not a new phenomenon. The Roman, Greek, Egyptian, Chinese, Prussian, and other great empires were built on international trade. Columbus encountered the Americas for Queen Isabella of Spain when he was trying to establish a trade route to the East Indies across the Atlantic Ocean from Europe. Although international trade has existed for a long time, the volume of international trade exploded after World War II and has continued to reach tremendous levels. This international diversity can be seen all around us. Probably, the watch you wear, the computer you use, the car you drive, or the frying pan you use to prepare breakfast are not produced in the country where you live. The nationalities of products are even obscured as companies become more internationally dispersed. The most famous electric guitar in the world is the Fender Stratocaster. If you go to your local music shop, you will find that Stratocasters vary in cost from $500 to around $3,000. Some of the variation...
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...Pages Introduction 02 Acknowledgement 03 Task 1 1. Define quality in terms of business and services provision…………………… 04-06 2. Define quality in terms of customer satisfaction……………………………….. 07-09 3. Explain how quality management can be measured………………………….. 10 Task 2 1. Describe the rationale underpinning four quality schemes commonly adopted by commercial operations……………………………………………………………. 11-15 2. Identify the main similarities and differences between four quality management systems…………………………………………………………………………….. 16 3. Explain the importance of communication and record keeping in quality schemes…………………………………………………………………………… 17-19 Task 3 1. Asses the information made available to customers and the importance given to effective marketing………………………………………………………………. 20 2. Evaluate the benefit of user and non-user survey in determining customer needs……………………………………………………………………………… 21 3. Examine the methods of consultations employed in one quality scheme to encourage participation by under-represented groups……………………………………… 22-23 4. Investigate the value of complains procedure at two different centers and analyze how each is used to improve quality……………………………………………… 24-25 Task 4 1. Identify the role of self assessment in order to determine an organization’s current ‘state of health’………………………………………………………………………. ...
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...Administration • Department of Commerce Baldrige National Quality Program Arroyo Fresco Community Health Center Case Study 2006 National Institute of Standards and Technology Technology Administration • Department of Commerce Baldrige National Quality Program Arroyo Fresco Community Health Center Case Study The Arroyo Fresco Community Health Center Case Study was prepared for use in the 2006 Malcolm Baldrige National Quality Award Examiner Preparation Course. The Arroyo Fresco Community Health Center Case Study describes a fictitious nonprofit organization in the health care sector. There is no connection between the fictitious Arroyo Fresco Community Health Center and any other organization, either named Arroyo Fresco Community Health Center or otherwise. Other organizations cited in the case study also are fictitious, except for several national and government organizations. Because the case study is developed to train Baldrige Examiners and others and to provide an example of the possible content of a Baldrige application, there are areas in the case study where Criteria requirements are not addressed. CONTENTS 2006 Eligibility Certification Form ………………………………………………………………… Organization Chart ………………………………………………………………………………… 2006 Application Form …………………………………………………………………………… Glossary of Terms and Abbreviations ……………………………………………………………… Preface: Organizational Profile P.1 P.2 Organizational Description ……………………………………………………… xviii Organizational Challenges ………………………………………………………...
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...Zhang, Kun / May 5, 2015 8/448/8 Prevention costs are investments made to keep nonconforming products from occurring and reaching the customer, including the following specific costs: • Quality planning costs, such as salaries of individuals associated with quality planning and problem-solving teams, the development of new procedures, new equipment design, and reliability studies • Process control costs, which include costs spent on analyzing production processes and implementing process control plans • Information systems costs expended to develop data requirements and measurements • Training and general management costs, including internal and external training programs, clerical staff expenses, and miscellaneous supplies Appraisal costs are those associated with efforts to ensure conformance to requirements, generally through measurement and analysis of data to detect nonconformances. Categories of appraisal costs include the following: • Test and inspection costs associated with incoming materials, work-in-process, and finished goods, including equipment costs and salaries • Instrument maintenance costs due to calibration and repair of measuring instruments • Process measurement and control costs, which involve the time spent by workers to gather and analyze quality measurements Internal failure costs are incurred as a result of unsatisfactory quality found before the delivery of a product to the customer; some examples...
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...PERFORMANCE EXCELLENCE AND ORGANIZATIONAL CHANGE Performance Excellence Profile: Park Place Lexus Click below link for Answer http://workbank247.com/q/performance-excellence-and-organizational-change/3411 http://workbank247.com/q/performance-excellence-and-organizational-change/3411 At its two locations in Plano and Grapevine, Texas, Park Place Lexus (PPL) sells and services new and pre-owned Lexus vehicles, and sells Lexus parts to the wholesale and retail markets. PPL is part of the family of Park Place Dealerships (PPD), which includes eight dealerships with 12 franchises. In 1994, PPL began benchmarking business practices outside of the automobile industry, with the intent of emulating the best business practices it could find and bringing innovation to the industry. Four years later, the company conducted its first internal assessment using the Baldrige criteria for performance excellence to identify areas for improvement, and adopted the brand “Experts in Excellence” as a sign of its dedication to quality. Today, PPL ranks among the country’s top Lexus dealers. With its mission, “To provide an extraordinary automotive purchase and ownership experience” as a foundation, the dealership’s “House of Quality” graphically depicts the organization’s direction and represents its culture. The four Core Convictions—integrity, outstanding client experience, commitment, and winning—provide the structure of the house. Known as “The Big Hairy ...
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...1. Executive Summary BT as a company has its roots set in the right ground when they committed to quality delivery. The organizations success is due to the Keizen approach and how they keep the employees involved in the changes or amendment or the organizations processes and procedures. Figure 1: The 4-P cycle of continuous improvement There is however minor improvements on their approach to the TQM / BEM models. They should make use of the balance score card to measure their performance against it. This could quantify and qualify their success and be measured. There are five elements to strategy that they must take into account: 1. Sustainable decisions: what is to be done? 2. Processes and projects to deliver strategy: How is it to be done? 3. Competitive advantage: Why it must be done? 4. Exploitation of connections between the organization and its environment: Why it must be done? 5. Vision: When and with what result? A common solution to problem that might be experience should be to implement the following attributes to ensure a successful organisation: 1. Effective leadership; 2. Emphasis on customer requirements; 3. Commitment to continuous improvement; 4. Learning and growth strategy; 5. Human resource development; 6. Quality assurance system; and 7. Effective information systems. 2. Questions 2.1 What role has the Quality Management System and the ISO 9001 standard played in BT`s total quality journey? BT has committed...
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...THE USE OF OPERATIONS OBJECTIVES AND PERFORMANCE MEASURES IN PRIVATE AND PUBLIC ORGANIZATIONS White Paper February 15, 2010 Prepared for: Federal Highway Administration Federal Transit Administration FHWA-HOP-10-029 Quality Assurance Statement The Federal Highway Administration (FHWA) provides high-quality information to serve Government, industry, and the public in a manner that promotes public understanding. Standards and policies are used to ensure and maximize the quality, objectivity, utility, and integrity of its information. FHWA periodically reviews quality issues and adjusts its programs and processes to ensure continuous quality improvement. Technical Report Documentation Page 1. Report No. FHWA-HOP-10-029 4. Title and Subtitle The Use of Operations Objectives and Performance Measures in Private and Public Organizations White Paper 7. Authors Jocelyn Bauer, Kelley Pecheux, Michael Smith, Zachary Fletcher 9. Performing Organization Name and Address Science Applications International Corporation (SAIC) 8301 Greensboro Drive McLean, VA 22102 12. Sponsoring Agency Name and Address United States Department of Transportation Federal Highway Administration 1200 New Jersey Ave., SE Washington, DC 20590 15. Supplementary Notes Mr. Richard Backlund, Federal Highway Administration, COTM 16. Abstract This paper examines lessons and insights from private companies and public organizations that may apply to agencies in the United States working to advance transportation...
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...------------------------------------------------- Quality Award Paper IndustryWeek Best Plants Award Keller Graduate School of Management Spring Semester, May 2010 Session GM588: Managing Quality (online) Instructor: Robert Lee 14 May 2010 Table of Contents I. Purpose and Background 4 Penton Media’s IndustryWeek Publication 4 Quality Award 5 Award Background 6 Award Principles 6 Award Details 7 Entering the Competition 7 Application Process 7 Selection of Finalists and Winners 8 Timetable for 2010 Award Application 8 II. Award Criteria 9 Award Background 9 Award Application and Selection 9 Important Criteria for Award 10 III. Benefits of the Award 12 Individual Company Benefit 12 IndustryWeek Best Plant Award Applicant’s Intrinsic Benefits 13 Application Fee and Preparation Costs 14 Marketing Benefits 14 Challenges in Receiving the Award 15 IV. Past Winners 16 Strategies and Competencies of IndustryWeek’s Best Plant Winners 16 Core Strategies 16 Supporting Competencies 16 IndustryWeek’s Best Plants Winners (2007-2009) 16 2009 Award Year Winners 16 2008 Award Year Winners 17 2007 Award Year Winners 17 Top Three Winners from 2009 Award Year 18 Batesville Casket Co., Manchester, TN 18 Carrier - Carlyle Compressor Facility, Stone Mountain, GA 19 E-Z-GO, A Textron Company, Augusta, GA 21 V. Conclusion 23 Personal Thoughts 23 References 25 Purpose and Background * Penton Media’s IndustryWeek Publication Since January 1970, IndustryWeek/IW...
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