God, grant me the serenity to accept the things I cannot change, The courage to change the things I can, And the wisdom to know the difference. (Serenity Prayer, Reinhold Niebuhr)
Malcolm Baldrige National Quality Award
The Malcolm Baldrige National Quality Award is an annual award that recognizes U.S. organizations in the business, health care, education, and nonprofit sectors for performance excellence. It is administered by the Baldrige National Quality Program, which is based at and managed by the National Institute of Standards and Technology, an agency of the U.S. Department of Commerce (Wikipedia 2009). BNQP Award Criteria:
- Leadership - How the organization's senior leaders quide and sustain the organization. Also examined are the organization's governance and how the organization addresses its ethical, legal, and community responsibilities.
- Strategic Planning - How the organization develops strategic objectives and action plans. Also examined is how the chosen strategic objectives and action plans are deployed and changed if circumstances require, and how progress is measured.
- Customer and Market Focus - How the organization determines the requirements, expectations, and preferences of customers and markets. Also examined is how the organization builds relationships with customers and determines the key factors that lead to customer acquisiton, satisfaction, loyalty and retention, and to business expansion and sustainability.
- Measurement, Analysis, and Knowledge Management - How the organization selects, gathers, analyzes, manages and improves its data, information, and knowledge assets. Also examined is how the organization reviews its performance.
- Human Resource Focus - How the organization's work systems and employee learning and motivation enable employees to develop and utilize their full potential in alignment with the organization's overall objectives, strategy and action plans. Also examined are the organization's efforts to build and maintain a work environment and employee support climate conducive to performance excellence and to personal and organizational growth.
- Process Management - The key aspects of the organization's process management, including key product, service, and business processes for creating customer and organizational value and key support processes. This category encompasses all key processes and all work units.
- Business Results - The organization's performance and improvement in key business areas - product and service outcomes, customer satisfaction, financial and marketplace performance, human resource results, operational performance, and leadership and social responsibility. Performance levels are examined relative to those of competitors.