Quality Management Journal vol. 19 issue 2 - April 2012
Abstract: The author presents a framework and approach for management system design. It builds on Baldrige-based performance excellence concepts, integrating aspects of systems theory, design thinking, appreciative inquiry, and sustainability to create sustainable value for economic, environmental, and social stakeholders. Action research methods and case studies have been used to refine this approach. This article presents new insights on the approach and presents examples to illustrate key concepts in management system design.
Keywords: Collaboration; Design; Environment; Management; Malcolm Baldrige National Quality Award (MBNQA); Stakeholders; Sustainability; Systems; Systems thinking; Criteria for performance excellence; Positive deviance
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