1. Using National Awards for Excellence to Drive and Monitor Performance*
Milton J. Kowalewski, Jr., ASQ Fellow
2011 ASQ Salt Lake Section 0615
Annual Symposium
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*Juran’s Quality Handbook, Sixth Edition-Chapter 17 (2010) James Er Ralston

2. History of National Awards
Deming Prize introduced in Japan in 1950s
Malcolm Baldrige National Quality Award in United States of America in 1987
Malcolm Baldrige was the Secretary of Commerce in the U.S. from 1981 to 1987 and a proponent of quality management. Public Law was signed by President Reagan in The National Institute of Standards and Technology (NIST) oversees it. ASQ helps administer it.
EFQM, the European Quality Award in 1988
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*Juran’s Quality Handbook, Sixth Edition-Chapter 17 (2010) James Er Ralston

3. Note: 1300 Organizations have applied since 1988
The recent increase is attributable to new sectors in education and health care-1997, and nonprofits (including government) in 2006
Note: 1300 Organizations have applied since 1988
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*Juran’s Quality Handbook, Sixth Edition-Chapter 17 (2010) James Er Ralston

4. Other awards
In the U.S. state, local and regional awards account for 217 to 1,015 applications from 1991 to 1999
Since then the number of applications have declined to 167 in 2008
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*Juran’s Quality Handbook, Sixth Edition-Chapter 17 (2010) James Er Ralston

5. 9/20/2018
*Juran’s Quality Handbook, Sixth Edition-Chapter 17 (2010) James Er Ralston

6. Alliance for Performance Excellence
The Alliance is a membership organization of US groups involved in performance excellence award programs formed in 2003
They represent over 50 awards across the U.S.
However, 17 of the 50 US states are not affiliated
Utah is renewing their efforts to give awards again through the Utah Quality Council that meets regularly at SLCC. If you are interested in participating contact me at
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*Juran’s Quality Handbook, Sixth Edition-Chapter 17 (2010) James Er Ralston

7. Changes in Baldrige Criteria
1988 Baldrige Categories
2009 Baldrige Categories
Leadership
Information and Analysis
Strategic planning
Strategic quality planning
Customer focus
Human resource utilization
Measurement, analysis, and knowledge management
Quality assurance of products and services
Workforce focus
Results from quality assurance products and services
Process management
Customer satisfaction
Results
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*Juran’s Quality Handbook, Sixth Edition-Chapter 17 (2010) James Er Ralston

8. 2009 Baldrige changes
Increased focus on customer engagement, and the ability to identify and deliver relevant product offerings to customers now and in the future;
Probing the contribution to societal responsibilities, including environmental, social, and economic systems;
Probing of the relationship of core competencies to mission, strategy, and sustainability.
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*Juran’s Quality Handbook, Sixth Edition-Chapter 17 (2010) James Er Ralston

9. Hedgehog Concept
Jim Collins, in his book “Good to Great”, 2001 cautions us about our core competencies, he says, “Just because something is your core business-just because you have been doing it for years or perhaps decades-does not necessarily mean that you can be the best in the world at it…The good-to-great companies understand that doing what you are good at will only make you good: focusing solely on what you can potentially do better than any other organization is the only path to greatness.”
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*Juran’s Quality Handbook, Sixth Edition-Chapter 17 (2010) James Er Ralston

10. MBNQA
MBNQA, the Malcolm Baldrige National Quality Award recognizes U.S. organizations for their achievements in quality and business performance.
The award raises awareness about the importance of quality and performance excellence as a competitive strategy.
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11. 9/20/2018
*Juran’s Quality Handbook, Sixth Edition-Chapter 17 (2010) James Er Ralston

12. MBNQA
To receive the award, an organization must have a role-model organizational management system that ensures continuous improvement (the goal of ISO 9001) in the delivery of products and/or services, demonstrate efficient and effective operations, and provide a way of satisfying and responding to stakeholders.
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13. STAKEHOLDER MANAGEMENT*
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*Philip J. Kangas, "Stakeholder Management 101," Quality Progress, March 2011, p. 72.

14. Engage stakeholder advocates to drive success!
Identify/assess stakeholders
Engage high-influence/high stake advocates
Periodically assess stakeholders
RFP/ Procurement Phase
Contract award
Contract Administration Phase
Project Close-out
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Philip J. Kangas, "Stakeholder Management 101," Quality Progress, March 2011, p. 72.

15. 2x2 MATRIX FOR ANALYSIS
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Philip J. Kangas, "Stakeholder Management 101," Quality Progress, March 2011, p. 72.

16. Stakeholders Stakeholders Project Advocates and others
Attitude Identification /Symbol
UDOT
High Influence/Stake
Supporter, plus
STATE OF UTAH
Neutral, zero
CONTRACTORS
PASSERS THROUGH
High Influence, Low Stake
FHWA
CITIZENS
Low Influence/High Stake
EPA
Detractor, minus
OSHA
TOURISTS
Low Influence/Stake
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Philip J. Kangas, "Stakeholder Management 101," Quality Progress, March 2011, p. 72.

17. 1. Identify/Assess stakeholders
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Philip J. Kangas, "Stakeholder Management 101," Quality Progress, March 2011, p. 72.

18. 2. Engage high-influence/high stake advocates
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Philip J. Kangas, "Stakeholder Management 101," Quality Progress, March 2011, p. 72.

19. Stakeholders Stakeholders Project Advocates and others
Attitude Identification /Symbol
Goal: Engage high-influence/high stake advocates for
UDOT
High Influence/Stake
Supporter, plus
No change
STATE OF UTAH
Neutral, zero
CONTRACTORS
PASSERS THROUGH
High Influence, Low Stake
Neutral to Supporter role
FHWA
CITIZENS
Low Influence/High Stake
EPA
Detractor, minus
Detractor to Neutral role
OSHA
TOURISTS
Low Influence/Stake
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Philip J. Kangas, "Stakeholder Management 101," Quality Progress, March 2011, p. 72.

20. 3. Periodically assess stakeholders
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*Philip J. Kangas, "Stakeholder Management 101," Quality Progress, March 2011, p. 72.

21. MBNQA Awards are presented annually in six categories of eligibility;
manufacturing,
service,
small business,
education,
health care, and
nonprofit.
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22. The organizational profile at the top establishes the context for the way an organization operates. The system operations are in the center and are composed of six Baldrige categories that define the operations and the results achieved.
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*Juran’s Quality Handbook, Sixth Edition-Chapter 17 (2010) James Er Ralston

23. Leadership triad
Leadership
Strategic planning
Customer focus
These emphasize the importance of leadership focus on strategy and customers.
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*Juran’s Quality Handbook, Sixth Edition-Chapter 17 (2010) James Er Ralston

24. Results triad
5. Workforce focus
6. Process management
7. Results
These signify that an organization’s workforce and key processes accomplish work of the organization that yields the overall performance results.
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25. The systems foundation (4) signifies the importance of this category to the effective management of the organization and to the fact-based knowledge-driven system for improving performance and competitiveness.
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26. Application/examination points possible
Leadership
Strategic planning
Customer focus
Measurement, analysis, and knowledge management
Workforce focus
Process management
Results
120 points
85 points
90 points
450 point
Total= 1000 points
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*Juran’s Quality Handbook, Sixth Edition-Chapter 17 (2010) James Er Ralston

27. There are 11 core values and concepts embodied in the criteria
1. Visionary leadership
2. Customer-driven excellence
3. Organizational and personal learning
4. Valuing Workforce members and partners
5. Agility
6. Focus on the future
7. Managing innovation
8. Management by fact
9. Societal responsibility
10. Focus on results and creating value
11. Systems perspective
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28. The Baldrige Award Process
Eligibility
Application
Application review
Site visit review
Judge’s review
Award recipients
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*Juran’s Quality Handbook, Sixth Edition-Chapter 17 (2010) James Er Ralston

29. 2010 Winners Healthcare (one): Small Business (three):
Advocate Good Samaritan Hospital, IL-4100 associates total
Small Business (three):
Freese and Nicols Inc., TX-450 employees-1st Architectural & Engineering Co.
K&N Management, TX burgers, 7 restaurants
Studer Group, FL-130 employees-won FL state award in 2007
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*Juran’s Quality Handbook, Sixth Edition-Chapter 17 (2010) James Er Ralston

30. 2010 Winners Education (one): Manufacturing (two): Nonprofit (none)?
Montgomery County Public Schools, MD-144,000 students, 200 schools, from 160 countries, speaking 130 languages, with 22,230 employees, and 11,670 teachers, WOW!
Manufacturing (two):
Nestle Purina Petcare Co., MO-7228 employees, 23 plants
MEDRAD Medical Instruments, PA-2200 employees, $625MM in revenues, 2003 Baldrige Winner
Nonprofit (none)?
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*Juran’s Quality Handbook, Sixth Edition-Chapter 17 (2010) James Er Ralston

31. Previous Winners by State
2009-MO(3), NJ, NM 2008-MN, NC, CO 2007-OH, WI, CA, FL, US, NJ 2006-OK, CA, MS 2005-MN, LA, TX (2), OK, MI 2004-OK, TX (NAMEPLATE-2nd Award), CO, NJ 2003-PA (MEDRAD-1st Award), MO (2), TN, PA, IL FL 2002-IL, TX, MO
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*Juran’s Quality Handbook, Sixth Edition-Chapter 17 (2010) James Er Ralston

32. Previous Winners by State
2001-TX, TN, AK, NY, WI 2000-OH, TX, CO, NM 1999-TX, MN, GA, MN 1998-CA (2), TX (NAMEPLATE-1st Award) 1997-MN, CA, FL, NY 1996-CA, OH, MN, NY 1995-PA, NY 1994-NJ, TX, MO
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*Juran’s Quality Handbook, Sixth Edition-Chapter 17 (2010) James Er Ralston

33. Previous Winners by State
1993-TN, NJ 1992-NJ, TX, FL, GA, CA 1991-CA, MN, TX (MARLOWE INDUSTRIES*) 1990-MI, MN, TN, TX 1989-SC, NY 1988-IL, PA, OH * My employer
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*Juran’s Quality Handbook, Sixth Edition-Chapter 17 (2010) James Er Ralston

34. Baldrige Awards in States 23 States, 1 U.S. Award
** Army
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35. State Awards
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36.                                                                                               
“Quality is the result of a carefully constructed cultural environment. It has to be the fabric of the organization, not part of the fabric.”  – Phillip Crosby
Texas Health Care Quality Improvement Award
Texas Health Care Quality Improvement Award program for Texas hospitals is being sponsored again in 2010 – 2011 by TMF Health Quality Institute. TMF, the Medicare quality improvement organization for Texas, established the awards program in partnership with the Texas Hospital Association, Texas Organization of Rural and Community Hospitals, Texas Medical Association and Texas Osteopathic Medical Association. This non-competitive award program is designed to build on the quality of care that you already provide for your patients.
Evidence of the award program’s success:
 Out of approximately 375 hospitals in Texas, 227 nominated themselves for the award.
 Of the 227 hospitals, 93 met the award criteria to qualify, with 27 receiving the highest award, the Award of Excellence, and 66 receiving the Quality Improvement Achievement Award.
 Hospitals were presented with their awards in a formal ceremony in Austin on August 27, 2009, with 181 hospital professionals attending. In addition to postings on the TMF website, award recipients were recognized in the media over 90 times, with stories being picked up by major Texas dailies such as the Houston Chronicle, San Antonio Express-News and Dallas Morning News. Trade publications covering the awards included Texas Medicine, Texas Family Physician and the Texas DO, as well as newsletters for the Texas Hospital Association, Texas Organization of Rural and Community Hospitals (TORCH) and the Texas Association for Healthcare Quality. Online publications also covered the awards. These included Yahoo Financial News, NewsRx, Nurse.com, and News-Journal.com among others.
This year’s award program will again has criteria specific to Critical Access Hospitals. Critical Access Hospitals enrolled in the award program are working on improving care related to heart failure and pneumonia.
For Inpatient Prospective Payment System (IPPS) acute care hospitals, the award program is again based on improving care related to acute myocardial infarction, heart failure, pneumonia and the surgical care improvement project (SCIP).
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*Juran’s Quality Handbook, Sixth Edition-Chapter 17 (2010) James Er Ralston

37. Quality Texas Foundation Nineteen 2011 Awards [* Highest Award]
Business Name
Category*
Baylor Medical Center at Irving
Texas Award for Performance Excellence*
City of Irving
Cook’s Children Healthcare Systems
Mesquite Independent School District
Weatherford Independent School District
Alamo Colleges
Achievement Level
Baylor Heart and Vascular Center, LLP
Hill County Memorial
Medical Center of Louisville
St. Philip’s College
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*Juran’s Quality Handbook, Sixth Edition-Chapter 17 (2010) James Er Ralston

38. QualityTexas Foundation 2011 Awards
Business Name
Category
Baylor All Saints Medical Center
Progress Level
Methodist Health Systems
Texas Department of Licensing and Regulation
Goodwill Industries of Central Texas
Commitment Level
Keller Independent School District
Medical Center Health System
Ector County Hospital District
Texas Property and Casualty Insurance Guaranty Association
Texas Board of Professional Engineers
Engagement Level
Workforce Solutions for North Central Texas
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*Juran’s Quality Handbook, Sixth Edition-Chapter 17 (2010) James Er Ralston

39. Utah Quality Awards 2001 Varian Medical Systems City of Salt Lake
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*Juran’s Quality Handbook, Sixth Edition-Chapter 17 (2010) James Er Ralston

40. European Foundation for Quality Management (EFQM) Award
EFQM is a non‐profit foundation, based in Brussels, Belgium.
It was formed in 1988 by a group of leading European organisations.
They are the custodians of the EFQM Excellence Model.
Together with European partners, there are 30,000 member organisations.
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*Juran’s Quality Handbook, Sixth Edition-Chapter 17 (2010) James Er Ralston

41. EFQM Excellent organisations achieve and sustain superior levels of
performance that meet or exceed
the expectations of all their
stakeholders.
To achieve sustainable success,
EFQM provides guidance through
a set of three integrated
components:
The EFQM Excellence Model
The Fundamental Concepts of Excellence
RADAR logic
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42. 9/20/2018
*Juran’s Quality Handbook, Sixth Edition-Chapter 17 (2010) James Er Ralston

43. Fundamental concepts of excellence
Definition
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*Juran’s Quality Handbook, Sixth Edition-Chapter 17 (2010) James Er Ralston

44. Fundamental concepts of excellence
Definition
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*Juran’s Quality Handbook, Sixth Edition-Chapter 17 (2010) James Er Ralston

45. Fundamental concepts of excellence
Definition
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46. 9/20/2018
*Juran’s Quality Handbook, Sixth Edition-Chapter 17 (2010) James Er Ralston

47. EFQM Weighting Enablers Results Leadership (10%) People (10%)
Processes, products and services(10%)
People Results (10%)
Key Results (15%)
Strategy (10%)
Customer results (15%)
Partnership & resources (10%)
Society results (10%)
Learning, creativity and innovation
The EFQM Excellence Model Criteria contains five enabling categories and four results categories. Similar to Baldrige they are weighted in a manner showing balance between the approaches and the results categories.
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*Juran’s Quality Handbook, Sixth Edition-Chapter 17 (2010) James Er Ralston

48. The EFQM Award Process Qualification Application
Application assessment
Site visit assessment
Jury selects finalists
Jury selects best performers
If applicant is really outstanding the jury declares them as the award winner
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49. Award Levels Commited to Excellence is the beginning Award
Recognized for Excellence is the next level awarded to those well on their way to organizational excellence
In 2006: 5, 4 and 3 star recognition was started based on more than 500, 400 and 300 point assignments, respectively
The EFQM Excellence Award is the highest level of award
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50. Year
No. of EFQM Finalists
No. of EFQM Prize Winners
No. of EFQM Award Winners
1992 3 1
1993 2
1994
1995
1996
1997 4
1998 10 7
1999 18 5
2000 11 8
2001 14
2002 9 6
2003
2004
2005
2006
2007
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*Juran’s Quality Handbook, Sixth Edition-Chapter 17 (2010) James Er Ralston

51. EFQM Awards by Country 1992 to 2007
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52. The Deming Prize The Deming Prize was established by the
Japanese Union of Scientists and Engineers
(JUSE) in 1951 in honor of his contributions to
statistical quality control in Japan after WWII.
There are four categories of recognition:
The Deming Prize for individuals
The Deming Distinguished Service Award for Dissemination and Promotion (overseas) by an individual
The Deming Application Prize for organizations
The Quality Control Award for Operations Business Units of an organization
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53. Deming Prize
Originally it was designed to recognize Japanese organization for major advances in quality improvement
Today it is available to non-Japanese organizations and individuals who have made major contributions to the advancement of quality
The Deming Prize committee conducts the examination and awards the prizes
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54. 9/20/2018
*Juran’s Quality Handbook, Sixth Edition-Chapter 17 (2010) James Er Ralston

55. Other Quality Awards GEM Global Excellence Model Council
Made up of chief executives of several national quality award programs
Members include:
Australian Business Excellence Awards
EFQM Excellence Awards (Europe)
Ibero-American Excellence Award (Brazil, Mexico, Spain, et.al.)
CII-EXIM Bank Award for Business Excellence (India)
Japan Quality Award
Singapore Quality Award
MBNQA (U.S.)
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56. GEM Mission Maintain a leading edge position on Excellence models
Senses business trends and external factors that impact Excellence Awards
Explores opportunities for new products and activities
Coordinates and shares specific award activities
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*Juran’s Quality Handbook, Sixth Edition-Chapter 17 (2010) James Er Ralston

57. FUNDIBEQ Ibero-American Foundation for Quality Management (March 1998)
Promotes the Ibero-American Excellence Model for Management (IEM)
Sponsors the Ibero-American Quality Award
Facilitates opportunities to “take a big step towards greater and more compact competitiveness”.
Partners include: Argentina, Brazil, Chile, Columbia, Cuba, Dominican Republic, Ecuador, Mexico, Paraguay, Peru, Portugal, Spain, Uruguay, and Venezuela.
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*Juran’s Quality Handbook, Sixth Edition-Chapter 17 (2010) James Er Ralston

58. State and Quality Awards
Year
Alabama
1980
Maryland
New Mexico
Nevada
Virginia
Wyoming
1986
Connecticut
1987
Delaware
1992
Florida
Maine
Massachusetts
Minnesota
New York
N. Carolina
Award
Year
Arkansas
1997
Arizona
California
Georgia
Idaho
Iowa
Illinois
Kansas
Kentucky
Louisiana
Michigan
Missouri
Mississippi
Nebraska
Award
Year
New Hampshire
1997
New Jersey
Oklahoma
Oregon
Rhode Island
S. Carolina
Texas
Utah
Vermont
Washington
Wisconsin
Indiana
Ohio, Colorado
2000
Pennsylvania, Alaska
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*Juran’s Quality Handbook, Sixth Edition-Chapter 17 (2010) James Er Ralston

59. Newsflash
The benefit of state award programs is that from 1996 to 2009, 41 of the 55 Baldrige Award recipients were also state award recipients
The Joint Commission on Accreditation of Healthcare Organizations (JCAHO) provides accreditation services to hospitals and other health care services
Providers have found that participation in Baldrige programs has enhanced their standing and ability to maintain Joint Commission accreditation
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*Juran’s Quality Handbook, Sixth Edition-Chapter 17 (2010) James Er Ralston

60. Local and Regional Awards
Year
Memphis, Tennessee
1997
Austin, Texas
Lancaster, Pennsylvania
Pittsburgh, Pennsylvania
Philadelphia, Pennsylvania
Houston, Texas
Western Texas
Cincinnati, Ohio
Dayton, Ohio
Colorado Springs, Colorado
Rocky Mountain Quality Award, Denver, Colorado
1980
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61. Some more local and regional award programs as of 2010
Pioneer Valley Business Excellence Award of the Affiliated Chambers of Commerce of Greater Springfield, Massachusetts
Organizations of Noteworthy Excellence (ONE) Awards, a local program for nonprofits in Cincinnati, Ohio
Memphis Regional Chamber Quality Cup Award, a regional award program sponsored by the Mid-South Quality Productivity Center in Tennessee
Performance Excellence Association of Mid-South-PerF, a local award program for large and small businesses and organizations in the Greater Memphis and tristate areas of Tennessee
University of Texas Center for Performance Excellence Program, a regional award program in Texas
Connecticut Award for Excellence (CAFE)
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62. International Awards Country/Region Award Name Year Founded
Website Address
Australia
Australian Business Excellence Awards
1998
Canada
Canada Awards for Excellence
1992
China
National Quality Award
2001
Egypt
The National Awards for Excellence
2005
Europe
EFQM Excellence Award
1988
Hungary
National Quality Prize
1996
None
Ibero-American
Ibero-American Excellence Award
2000
India
CII-EXIM Bank Award for Business Excellence
1994
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63. International Awards (cont’d.)
Country/Region
Award Name
Year Founded
Website Address
India
Rajiv Gandhi National Quality Award
1991
Jamaica
National Quality Award
Japan
Deming Prize
1951
Japan Quality Award
1995
Romania
Joseph M. Juran Romanian Quality Award
2000
None
Singapore
Singapore Quality Award
1994
Sri Lanka
Sri Lanka National Quality Award
U.S.
MBNQA
1987
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64. Questions and Answers
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