baldrige national quality program baldrige background l results l baldrige program impacts legal aid...
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Baldrige National Quality ProgramBaldrige National Quality Program
Baldrige Background Results Baldrige Program Impacts
Legal Aid GroupMarch 11, 2002
Baldrige National Quality Program
Performance Excellence
• delivering ever-increasing value to customers, resulting in marketplace success • improving organizational effectiveness
and capabilities• organizational and personal learning
An integrated approach to organizational performance management that results in:
Baldrige National Quality Program
Criteria for Performance Excellence
An assessment tool Seven Category integrated framework Updated regularly
Baldrige National Quality ProgramBaldrige National Quality Program
Top Ten Reasons for Not Using TheBaldrige Framework
In this economy our focus is on the next quarter.
Baldrige takes too much time.
They (the Baldrige Criteria) do not apply to us.
Our organization is unique.
Our plates are full.
We already know we are the best.
We know what our issues are.
We are part of a larger organization, and therefore, do not report our results.
There is no comparative information available for a similar organization
- All of our competitors are privately held or part of a larger organization.
- What we do is unique and cannot be compared with others.
Our leadership does not support it.
Baldrige National Quality Program
Baldrige Criteria Framework: A Systems Perspective
Baldrige National Quality Program
Category Point Values
1 Leadership 1202 Strategic Planning 853 Customer and Market Focus 854 Information and Analysis 905 Human Resource Focus 856 Process Management 857 Business Results 450
Baldrige National Quality Program
1. Leadership (120)
1.1 Organizational Leadership (80)1.2 Public Responsibility and Citizenship (40)
2. Strategic Planning (85)
2.1 Strategy Development (40)2.2 Strategy Deployment (45)
2002 Criteria Item Listing
Baldrige National Quality Program
3. Customer and Market Focus (85)
3.1 Customer and Market Knowledge (40)3.2 Customer Relationships and Satisfaction (45)
4. Information and Analysis (90)
4.1 Measurement and Analysis of Organizational Performance (50)
4.2 Information Management (40)
2002 Criteria Item Listing
Baldrige National Quality Program
5. Human Resource Focus (85)
5.1 Work Systems (35)5.2 Employee Education, Training,
and Development (25)5.3 Employee Well-Being and Satisfaction (25)
6. Process Management (85)
6.1 Product and Service Processes (45)6.2 Business Processes (25)6.3 Support Processes (15)
2002 Criteria Item Listing
Baldrige National Quality Program
7. Business Results (450)
7.1 Customer-Focused Results (125)7.2 Financial and Market Results (125)7.3 Human Resource Results (80)7.4 Organizational Effectiveness Results (120)
2002 Criteria Item Listing
Baldrige National Quality Program
The Results Imperatives
Tied to Business and Customer Requirements
Tied to Key Processes
Tied to Strategy and Action Plans
Track Levels and Trends
Linked to Organizational-Level Information
and Analyses
Actionable!
Baldrige National Quality Program
Are We Making Progress?
Employee (Leadership Team) Questionnaire Seven Category Framework 40 Statements, 5-Point Scale Focus Improvement and Communication
for Your Organization
Baldrige National Quality Program
Getting Started
Self-Assessment Starting Guide Ten-Step Approach
- Frequently only four steps Minimal Time Commitment Identify Key Opportunities for Improvement
Baldrige National Quality Program
Organizational Profile
Purpose:- Describe what is relevant and important- Ensure common understanding - Guide selection of information/data- Identify gaps/lack of deployment- Serve as first Baldrige assessment
Baldrige National Quality Program
Organizational Profile
Organizational Description– Organizational Environment– Organizational Relationships
Organizational Challenges – Competitive Environment – Strategic Challenges– Performance Improvement System
Baldrige National Quality Program
Organizational Profile
Do you know the answer? Would your organizational colleagues
give the same answer?
Baldrige National Quality Program
Program Accomplishments
Created a national standard Produced role models Spawned award programs Raised U.S. competitiveness Established information transfer
mechanism
Baldrige National Quality Program
2000 Stock Study Results
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All Recipients 1990-99 Whole CompanyRecipients 1990-99
Site Visited 1990-99
Award Recipients S&P 500