1. Baldrige National Quality Program Baldrige Background l Results l Baldrige Program Impacts Legal Aid Group March 11, 2002

2. Baldrige National Quality Program Performance Excellence delivering ever-increasing value to customers, resulting in marketplace success improving organizational effectiveness and capabilities organizational and personal learning An integrated approach to organizational performance management that results in:

3. Baldrige National Quality Program Criteria for Performance Excellence l An assessment tool l Seven Category integrated framework l Updated regularly

4. Baldrige National Quality Program

5. Baldrige Criteria Framework: A Systems Perspective

6. Baldrige National Quality Program Category Point Values 1Leadership120 2Strategic Planning 85 3Customer and Market Focus 85 4Information and Analysis 90 5Human Resource Focus 85 6Process Management 85 7Business Results450

7. Baldrige National Quality Program 1.Leadership (120) 1.1 Organizational Leadership (80) 1.2 Public Responsibility and Citizenship (40) 2. Strategic Planning (85) 2.1 Strategy Development (40) 2.2 Strategy Deployment (45) 2002 Criteria Item Listing

8. Baldrige National Quality Program 3. Customer and Market Focus (85) 3.1 Customer and Market Knowledge (40) 3.2 Customer Relationships and Satisfaction (45) 4. Information and Analysis (90) 4.1 Measurement and Analysis of Organizational Performance (50) 4.2 Information Management (40) 2002 Criteria Item Listing

9. Baldrige National Quality Program 5. Human Resource Focus (85) 5.1 Work Systems (35) 5.2 Employee Education, Training, and Development (25) 5.3 Employee Well-Being and Satisfaction (25) 6. Process Management (85) 6.1 Product and Service Processes (45) 6.2 Business Processes (25) 6.3 Support Processes (15) 2002 Criteria Item Listing

10. Baldrige National Quality Program 7. Business Results (450) 7.1 Customer-Focused Results (125) 7.2 Financial and Market Results (125) 7.3 Human Resource Results (80) 7.4 Organizational Effectiveness Results (120) 2002 Criteria Item Listing

11. Baldrige National Quality Program The Results Imperatives l Tied to Business and Customer Requirements l Tied to Key Processes l Tied to Strategy and Action Plans l Track Levels and Trends l Linked to Organizational-Level Information and Analyses l Actionable!

12. Baldrige National Quality Program Are We Making Progress? l Employee (Leadership Team) Questionnaire l Seven Category Framework l 40 Statements, 5-Point Scale l Focus Improvement and Communication for Your Organization

13. Baldrige National Quality Program Getting Started l Self-Assessment Starting Guide l Ten-Step Approach -Frequently only four steps l Minimal Time Commitment l Identify Key Opportunities for Improvement

14. Baldrige National Quality Program Organizational Profile l Purpose: - Describe what is relevant and important - Ensure common understanding - Guide selection of information/data - Identify gaps/lack of deployment - Serve as first Baldrige assessment

15. Baldrige National Quality Program Organizational Profile l Organizational Description – Organizational Environment – Organizational Relationships l Organizational Challenges – Competitive Environment – Strategic Challenges – Performance Improvement System

16. Baldrige National Quality Program Organizational Profile l Do you know the answer? l Would your organizational colleagues give the same answer?

17. Baldrige National Quality Program Program Accomplishments l Created a national standard l Produced role models l Spawned award programs l Raised U.S. competitiveness l Established information transfer mechanism

18. Baldrige National Quality Program 2000 Stock Study Results