Baldrige National Quality Program 2010 Criteria for Performance Excellence Baldrige National Quality Program Steve Bonk PMI Baltimore

Baldrige National Quality Program 2010 What is the Baldrige Program? l Operates as a unique public-private partnership l Educates organizations on performance excellence management l Manages the Malcolm Baldrige National Quality Award Baldrige is Performance Excellence: Organizations Achieve and the U.S. Succeeds

Baldrige National Quality Program 2010 Program History The Malcolm Baldrige National Quality Improvement Act of 1987, Public Law l Created Award Program to –identify/recognize role-model businesses –establish criteria for evaluating improvement efforts –disseminate/share best practices l Expanded to health care and education (1998) l Expanded to nonprofit (+ Government) sector – (2005)

Baldrige National Quality Program 2010 Performance Excellence An integrated approach to organizational performance management that results in l delivery of ever-improving value to customers and stakeholders, contributing to organizational sustainability l improvement of overall organizational effectiveness and capabilities l organizational and personal learning

Baldrige National Quality Program 2010 Program Participants l 80 Award recipients (84 Awards) l 1,378 Baldrige Award applications l More than 5,610 trained Examiners l Widespread participation l Private-sector contributions provide over 90 percent of Program support

Baldrige National Quality Program 2010 Award Recipients’ Contributions l Increase competitiveness of U.S. organizations l Give presentations to all sectors l Give presentations at The Quest for Excellence® and the regional conferences l Influence customers/suppliers l Host seminars and workshops l Write articles

Baldrige National Quality Program 2010 Applying for the Baldrige Award l Manufacturing l Service l Small business (manufacturing or service) l Education (for-profit and nonprofit) l Health care (for-profit and nonprofit) l Nonprofit, including charities and government agencies

Baldrige National Quality Program 2010 The Baldrige Criteria l Are considered a validated organizational performance assessment tool l Define performance excellence l Are used to identify Award recipients l Are used by diverse organizations in all sectors of the U.S. economy l Comprise an Organizational Profile and seven Categories—an integrated management framework l Are updated regularly (currently every two years)

Baldrige National Quality Program 2010 Seven Categories of the Business/Nonprofit Criteria l Leadership l Strategic Planning l Customer Focus l Measurement, Analysis, and Knowledge Management l Workforce Focus l Process Management l Results

Baldrige National Quality Program 2010

Baldrige National Quality Program 2010 Core Values and Concepts l Visionary Leadership l Customer-Driven Excellence l Organizational and Personal Learning

Baldrige National Quality Program 2010 Core Values and Concepts l Valuing Workforce Members and Partners l Agility l Focus on the Future l Managing for Innovation

Baldrige National Quality Program 2010 Core Values and Concepts l Management by Fact l Societal Responsibility l Focus on Results and Creating Value l Systems Perspective

Baldrige National Quality Program 2010 Baldrige Criteria Framework: A Systems Perspective

Baldrige National Quality Program 2010 Steps Toward Mature Processes

Baldrige National Quality Program 2010 Baldrige National Quality Program 2008 Baldrige National Quality Program 2009

Baldrige National Quality Program 2010 Organizational Profile P.1 Organizational Description P.2 Organizational Situation l Starting point for self-assessment and application preparation l Basis for early action planning

Baldrige National Quality Program 2010 Category Point Values 1Leadership120 2Strategic Planning 85 3Customer Focus 85 4Measurement, Analysis, and Knowledge Management 90 5Workforce Focus 85 6Process Management 85 7Results450 TOTAL POINTS 1,000

Baldrige National Quality Program 2010 Addresses Senior Leaders’ Actions, Governance, and Societal Responsibilities 1.1 Senior Leadership (70 pts.) 1.2 Governance and Societal Responsibilities (50 pts.) 1. Leadership (120 pts.)

Baldrige National Quality Program 2010 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 2010 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.) 3.Customer Focus (85 pts.)

Baldrige National Quality Program 2010 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.) 4. Measurement, Analysis, and Knowledge Management (90 pts.)

Baldrige National Quality Program 2010 Addresses How an Organization Engages, Develops, and Manages Its Workforce and Builds an Effective Workforce Environment 5.1 Workforce Engagement (45 pts.) 5.2 Workforce Environment (40 pts.) 5. Workforce Focus (85 pts.)

Baldrige National Quality Program 2010 Addresses How an Organization Designs Its Work Systems; Prepares for Emergencies; and Designs, Manages, and Improves Its Work Processes 6.1 Work Systems (35 pts.) 6.2 Work Processes (50 pts.) 6. Process Management (85 pts.)

Baldrige National Quality Program 2010 Addresses an Organization’s 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.) 7. Results (450 pts.)

Baldrige National Quality Program 2010 Program Achievements l Created a national and international standard for performance excellence l Produced role models l Shared best management practices l Generated award programs l Raised U.S. competitiveness l Established outreach and education systems

Baldrige National Quality Program Baldrige Award Recipients l Honeywell Federal Manufacturing & Technologies (manufacturing) l MidwayUSA (small business) l VA Cooperative Studies Program Clinical Research Pharmacy Coordinating Center (nonprofit) ( continued )

Baldrige National Quality Program Baldrige Award Recipients (continued) l AtlantiCare (health care) l Heartland Health (health care)

Baldrige National Quality Program 2010 How to Learn More l Visit the Baldrige Program at l Maryland Performance Excellence Awards l Attend a Baldrige regional or national conference l Participate in an Award recipient sharing day/workshop l Become a state/local or national Examiner

Baldrige National Quality Program 2010 Resources for More Information l Most Baldrige National Quality Program (BNQP) documents are available both in printed form and on the BNQP Web site. l To obtain these documents, call (301) ; send an to or visit