Abstract

The Baldrige Criteria for Performance Excellence are widely used as a role model management systems template that identifies what should be done without specifying how it should be done. The criteria have been used by many U.S. organizations to stay abreast of competition and to improve performance. An overview is presented of the Baldrige National Quality Program, created by Congress in 1987. While best known for the Malcolm Baldrige National Quality Award (MBNQA) that is presented in recognition of performance excellence, the program encourages organizations that may never apply for an award to use the criteria internally to direct their improvement programs and for self-assessment. Role model behaviors, improvement successes, and lessons learned among Baldrige award recipients are documented, and information is given on how to conduct a self-assessment and how to use the self-assessment as a preliminary step in submitting an award application.