Malcolm Baldrige National Quality Award The Malcolm Baldrige National Quality Award (MBNQA) is presented annually by the president of United States to organizations that demonstrate quality and performance excellence. Three awards may be given annually in each of six categories:  Manufacturing  Service company  Small business  Education  Healthcare  Nonprofit Established by congress in 1987 for manufacturers, service businesses and small businesses the Baldrige Award was designed to raise awareness of quality management and recognize U.S companies that have implemented successful quality-management system. The education and healthcare categories were added in A government and nonprofit category was added in 2007.

Malcolm Baldrige National Quality Award Key Characteristics of the MBNQA ‒ The criteria focus on business results. Companies must have shown outstanding results in a variety of areas to win. ‒ The Baldrige criteria are non-prescriptive and adaptive. Although the focus of Baldrige is on results, the means for obtaining these results are not prescribed.

Malcolm Baldrige National Quality Award Key Characteristics of the MBNQA (cont.) ‒ The criteria support company-wide of goals and processes. ‒ The criteria permit goal-based diagnosis. The criteria and scoring guidelines provide assessment dimensions.

Malcolm Baldrige National Quality Award The Baldrige Process ‒ The first step is eligibility determination. ‒ Firms that are granted Baldrige site visits sometimes referred to themselves as “Baldrige Qualified”. ‒ The site consists of a team of 4-6 examiners visiting a company over a period not to exceed one week.

2012 Baldrige Criteria Navigator Click on the Criteria navigator below to see all the new additions and deletions – here and only here P Preface: Organizational Profile P.1 Organizational Description P.2 Organizational Situation Category and ItemsPoint Values 1 Leadership Senior Leadership Governance and Societal Responsibilities50 2 Strategic Planning Strategy Development Strategy Implementation45 3 Customer Focus Voice of the Customer Customer Engagement40 4 Measurement, Analysis, and Knowledge Management Measurement, Analysis, and Improvement of Organizational Performance Measurement of Information, Knowledge, and Information Technology45 5 Workforce Focus Workforce Environment Workforce Engagement45 6 Operations Focus Work Systems Work Processes40 7 Results Product and Process Outcomes Customer-Focused Outcomes Workforce-Focused Outcomes Leadership and Governance Outcomes Financial and Market Outcomes80 TOTAL POINTS1,000

Baldrige Award Framework The Malcolm Baldrige National Quality Award 1 Leadership 2 Strategic planning 5 HR develop. & management 7 Business results 6 Process management 3 Customer and market focus 4 Information and analysis Customer and Market Focused Strategy and Action Plans

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, known as the Baldrige Criteria for Performance Excellence: 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/organization performance results: How the organization performs in terms of customer satisfaction, finances, human resources, supplier and partner performance, operations, governance and social responsibility, and how the organization compares to its competitors.

ISO 9000 What is ISO 9000? ‒ ISO 9000 is the European standard for quality that has been expanded worldwide. ISO stands for Organization for International Standards. What is the Purpose of ISO 9000? ‒ The purpose of ISO 9000 is to provide a mechanism for firms to document their quality systems in a series of manuals to facilitate trade through supplier conformance.

ISO 9000, Only a Minimum Foundation for Total Quality Systems Deming’s 14 Points Benchmarking/innovation QFD/ customer satisfaction Supplier cooperation partnerships Variation reduction/ SQC/SPC/PC/JIT Employee involvement/ teams and circles Project by project continuous improvement Top management leadership/ quality costs ISO 9000 From: “Quality Systems and Total Quality” by Kenneth S. Stephens in Aseptic Pharmaceutical Manufacturing II, Michael J. Groves and Ram Murty, Editors. Copyright © 1995 by Interpharm Press Inc. All rights reserved. Reprinted by permission

ISO What is ISO and ISO 14001? ‒ ISO is and international standard for environmental compliance. ‒ The compliance standard is ISO 14001, Environmental Management Systems.