Conducting an Organizational Self-Assessment Using the 1997 Baldrige Award Criteria


Caravatta, Michael   (1997, ASQ)   Caravatta & Associates, Hillsboro, OR

Quality Progress    Vol. 30    No. 10
QICID: 13169    October 1997    pp. 87-91
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Article Abstract

A 52-item operational assessment questionnaire identifies strengths, weaknesses, and opportunities for improvement. Its seven sections correspond to the elements of the Malcolm Baldrige National Quality Award, and the resulting assessment rating can be used to focus on items receiving the lowest scores or to compute a total score that can be compared with the Baldrige Award point system. The questionnaire is a tool for senior managers to learn employee recommendations for improvement efforts. Some of the questions cover: involvement of senior leaders (Leadership section); targeting of customer needs through awareness of the market (Strategic planning); identifying current and potential customers (Customer and market focus); ease of access to information for company improvement (Information and analysis); integration of human resource factors into business plans (Human resource development and management); integration of customer and supplier requirements into customer services (Process management); and establishment of key measures of customer satisfaction (Business results). This article is an excerpt from the author's book, Let's Work Smarter, Not Harder: How to Engage Your Entire Organization in the Execution of Change.


Business results,Customer and market focus,Employee involvement (EI),Human resources (HR),Information management,Leadership,Malcolm Baldrige National Quality Award (MBNQA),Process management,Strategic planning

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