Baldrige National Quality Program 2003 Seven Categories of the Business Criteria l Leadership l Strategic Planning l Customer and Market Focus l Measurement, Analysis, and Knowledge Management l Human Resource Focus l Process Management l Business Results

Baldrige National Quality Program 2003 Core Values and Concepts l Visionary Leadership l Customer-Driven Excellence l Organizational and Personal Learning

Baldrige National Quality Program 2003 Core Values and Concepts l Valuing Employees and Partners l Agility l Focus on the Future l Managing for Innovation

Baldrige National Quality Program 2003 Core Values and Concepts l Management by Fact l Social Responsibility l Focus on Results and Creating Value l Systems Perspective

Baldrige National Quality Program 2003 Baldrige Criteria Framework: A Systems Perspective

Baldrige National Quality Program 2003 Item Format

Baldrige National Quality Program 2003 Steps Toward a Mature Process Approach

Baldrige National Quality Program 2003 Organizational Profile P.1 Organizational Description P.2 Organizational Challenges l Self-assessment and application starting point l Basis for early action planning

Baldrige National Quality Program 2003 Category Point Values 1Leadership120 2Strategic Planning 85 3Customer and Market Focus 85 4Measurement, Analysis, and 90 Knowledge Management 5Human Resource Focus 85 6Process Management 85 7Business Results450 TOTAL POINTS 1000

Baldrige National Quality Program 2003 Addresses Senior Leaders’ Roles, Governance, and Citizenship 1.1 Organizational Leadership (70 pts.) 1.2 Social Responsibility (50 pts.) 1.Leadership (120 pts.)

Baldrige National Quality Program 2003 Addresses Strategic and Action Planning and Deployment of Plans 2.1 Strategy Development (40 pts.) 2.2 Strategy Deployment (45 pts.) 2. Strategic Planning (85 pts.)

Baldrige National Quality Program 2003 Addresses How an Organization Seeks Knowledge, Satisfaction, and Loyalty of Customers 3.1 Customer and Market Knowledge (40 pts.) 3.2 Customer Relationships and Satisfaction (45 pts.) 3. Customer and Market Focus (85 pts.)

Baldrige National Quality Program 2003 Addresses Analysis and Management of Data, Information, and Knowledge Assets 4.1 Measurement and Analysis of Organizational Performance (45 pts.) 4.2 Information and Knowledge Management (45 pts.) 4. Measurement, Analysis, and Knowledge Management (90 pts.)

Baldrige National Quality Program 2003 Addresses Key Human Resource Practices 5.1 Work Systems (35 pts.) 5.2 Employee Learning and Motivation (25 pts.) 5.3 Employee Well-Being and Satisfaction (25 pts.) 5. Human Resource Focus (85 pts.)

Baldrige National Quality Program 2003 Addresses Key Work Processes and Process Management 6.1 Value Creation Processes (50 pts.) 6.2 Support Processes (35 pts.) 6. Process Management (85 pts.)

Baldrige National Quality Program 2003 Addresses Progress on Results—Including Levels, Trends, and Comparative Data 7.1 Customer-Focused Results (75 pts.) 7.2 Product and Service Results (75 pts.) 7.3 Financial and Market Results (75 pts.) 7.4 Human Resource Results (75 pts.) 7.5 Organizational Effectiveness Results (75 pts.) 7.6 Governance and Social Responsibility Results (75 pts.) 7. Business Results (450 pts.)

Baldrige National Quality Program 2003 Resources for More Information l Most BNQP documents are available both in hard copy and on the Baldrige National Quality Program Web site l To obtain these documents, call (301) or visit