June 1997


The Baldrige Award: One Step in Xerox's Quest for Excellence

by Malone, Sam M.

An assessment report of 51 recommendations has driven recent improvement efforts at Xerox. The recommendations emerged from the Malcolm Baldrige National Quality Award process. Xerox won the Award in 1989. The recommendations have led, for example,...


How to Teach Others to Apply Statistical Thinking

by Britz, Galen; Emerling, Don; Hare, Lynne; Hoerl, Roger; Shade, Janice

An interactive session on statistical thinking involved realistic scenarios worked on by teams of conference attendees and a panel of experts. Unlike statistical methods, statistical thinking is a learning and action philosophy. It is based on...


The Criteria: A Looking Glass to Americans' Understanding of Quality

by Brennan, Maryann

Leadership is Category 1 in the criteria of the Malcolm Baldrige National Quality Award. As the first installment on the seven categories, this article uses the experiences of others to outline eight lessons about leadership and its assessment. First,...


A New Use for Ishikawa Diagrams

by Hermens, Michael

The service sector has applications for modified Ishikawa diagrams, especially if used with customer focus groups. This method includes the following elements: mapping customer activities into processes; linking activity problems to the processes and...


The Criteria: A Looking Glass to Americans' Understanding of Quality (Introduction)

by Hertz, Harry S.

The Malcolm Baldrige National Quality Award criteria have evolved since the inception of the Award in 1988. This article introduces a series to appear over the next few months on the seven categories of criteria. For 1997, the criteria have taken on a...


Open Access

Motorola Brings Fairy Tales to Life

by Klaus, Leigh Ann

Celebration, motivation, empowerment, and dollar savings are keys to Motorola's worldwide Total Customer Satisfaction (TCS) competition. Held annually for the past seven years, it has built on the firm's 1988 Malcolm Baldrige National Quality Award....


Open Access

Continuous Improvement: The Key to Future Success

by Rich, Ann B.

Business excellence is built on focused strategies and aligned initiatives. For Texas Instruments Defense Systems & Electronics (DS&E), the Malcolm Baldrige National Quality Award criteria provide the foundation. After winning the Award in 1992, DS&E...


Achieving Performance Excellence

by Blazey, Mark

Ten core values support the criteria of the Malcolm Baldrige National Quality Award. They are vital for optimization of performance in any organization. First, customer-driven quality requires that employees listen to and act on the demands of...



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