1. Chapter 241 Optimism for the Future: Quality Awards and Success Stories Chapter 24 Achieving Quality Through Continual Improvement Claude W. Burrill / Johannes Ledolter Published by John Wiley & Sons, Inc., 1999 Prepared by Dr. Tomi Wahlström, University of Southern Colorado

2. Chapter 242 Quality Awards and Prizes n The Malcolm Baldrige National Quality Award –Promotes awareness and understanding of the importance of quality improvement –Recognizes companies for outstanding quality management and achievement –Shares information on successful quality strategies

3. Chapter 243 MBNQA Categories n Leadership n Information and analysis n Strategic quality planning n Human resource development and management n Management of process quality n Quality and operational results n Customer focus and satisfaction

4. Chapter 244 Other Awards and Prizes n The Deming Prize –Awarded each year to organizations that, according to the award guidelines, have successfully applied company wide quality control based on statistical quality control –The European Quality Prize/Award –Response to and similar to MBNQA –Weights some criteria differently than MBNQA

5. Chapter 245 Quality Successes n Ritz-Carlton –Credo, motto, 3 steps of service n Federal Express Corporation –People, technology, quality n ZYTEC Corporation n IBM Wisconsin n Madison, Wisconsin n Eastman Chemical Company

6. Chapter 246 Questions?

7. Chapter 247