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Valuable Resource

by Zimmerman, Andrea

Talent development is addressed in three key components of sustainability management systems: international standards, social responsibility (SR) reporting and performance excellence frameworks....


Open Access

Perspectives: Theory of Evolution

by Gojanovic, Tony

Thumbing through W. Edward Deming’s timeless classic Out of the Crisis, it’s striking to see how the current economic crisis can be attributed to the factors he pointed out so many years ago as roadblocks to quality and productivity....


Open Access

Print Perfect

by Johnson, Kristen

Branch-Smith Inc., a fourth-generation printing company, had its origins in the unlikely success of a boy born without arms in 1868. The company as it exists today takes inspiration from founder Aaron Smith, who taught himself to type with his toes,...


Open Access

10 Steps to a Baldrige Award Application

by Russo, C. W. Russ

Organizations participating in quality award programs based on the Malcolm Baldrige National Quality Award (MBNQA) criteria are discovering that writing a Baldrige application is a valuable self-assessment benchmark process and a relatively inexpensive...


Quality Culture in Small Business: Four Case Studies

by Watson, Mary Anne; Gryna, Frank M.

Companies of all sizes must focus on four elements in order to determine their quality standing. These include a firm's position relative to market competition, the cost of poor quality for the organization, the quality culture, and the effectiveness of...


Open Access

Implementation Can Benefit from Quality Experience

by Clarke, Anthony J.

Knowledge management is beginning to be recognized as a quality tool that will change the standards of competition. Knowledge management decreases waste and rework by focusing on shared solutions, ideas, and best practices. The concept of knowledge...


Open Access

A Comparative Analysis of National and Regional Quality Awards

by Vokurka, Robert J.; Stading, Gary L.; Brazeal, Jason

Organizations are using quality award programs in their pursuit of total quality management. Industries realize that quality awards offer models and tools for implementing quality strategy, benchmarking best practices, performing self-assessment, and...


Open Access

President's Quality Program Honors Government Organizations

by Mehta, Pradip V.

The President's Quality Award Program recognizes federal organizations for their accomplishments in continuous improvement via quality management principles and practices. The award was created in 1989 and is administered by the Office of Personnel...


Open Access

Integrating ISO 9001:2000 and the Baldrige Criteria

by Tonk, Hampton Scott

No single quality system, criterion, or philosophy will provide the solution to an organization's quality problems. A sound quality program can be implemented by an organization using ISO 9001:2000, the Baldrige Award and its criteria, and total...


Quality You Can Bank On

by Kalmin, Norman D.; Myers, Linda; Fisk, Mary Beth

Certification to ISO 9002 for the South Texas Blood and Tissue Center required four phases embedded in the plan-do-check-act (PDCA) cycle. Phase one, planning, included evaluating the Center's competitive and business needs; selecting the ISO 9002...


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

by Caravatta, Michael

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...


IBM Canada Holds on to Its Beliefs - and Its Future

by Klaus, Leigh Ann

An interview with John Wetmore, president and chief executive officer of IBM Canada, explains how the company turned around from an early-1990s loss of half its share price and laying off 5,000 of 13,000 employees. Today, domestic sales revenues are up...


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

by Williamson, James R.

Human Resource Development and Management is Category 5 in the 1997 criteria of the Malcolm Baldrige National Quality Award. As the fifth of seven installments on the Baldrige criteria, this article notes the relationships among work systems, employee...


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,...


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

Baldrige Award Celebrates Its 10th Birthday With a New Look

by Bemowski, Karen

The latest biennial review of the Malcolm Baldrige National Quality Award (MBNQA) has produced changes in framework, wording, application process, and title. The title change for the 10th anniversary in 1997 replaces the Award Criteria booklet with the...


What Went Wrong in U. S. Business's Attempt to Rescue Its Competitiveness?

by Hoover, Herbert W., Jr.

Appropriate application of TQM (total quality management) and realistic expectations of its effects can prevent implementation failures. Definitions of TQM from the U. S. General Accounting Office and Department of Defense emphasize: employee...


The Baldie Play

by Helton, B. Ray

Winners of the Malcolm Baldrige National Quality Award provide quality to their customers, suppliers, employees, and investors. One measure of this is the fictitious Malcolm Baldrige national mutual fund. In 1992 it returned 35%, and then another...



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