Malcolm Baldrige National Quality
Award
The Malcolm Baldrige National Quality Award (MBNQA) is presented
annually by the president of United States to organizations that demonstrate
quality and performance excellence. Three awards may be given annually
in each of six categories:






Manufacturing
Service company
Small business
Education
Healthcare
Nonprofit
Established by congress in 1987 for manufacturers, service businesses and
small businesses the Baldrige Award was designed to raise awareness of
quality management and recognize U.S companies that have implemented
successful quality-management system.
The education and healthcare categories were added in 1999. A government
and nonprofit category was added in 2007.
Malcolm Baldrige National Quality
Award

Key Characteristics of the MBNQA
‒The criteria focus on business results.
Companies must have shown outstanding
results in a variety of areas to win.
‒The Baldrige criteria are non-prescriptive and
adaptive. Although the focus of Baldrige is on
results, the means for obtaining these results
are not prescribed.
Malcolm Baldrige National Quality
Award

Key Characteristics of the MBNQA
(cont.)
‒The criteria support company-wide of goals
and processes.
‒The criteria permit goal-based diagnosis. The
criteria and scoring guidelines provide
assessment dimensions.
Malcolm Baldrige National Quality
Award

The Baldrige Process
‒The first step is eligibility determination.
‒Firms that are granted Baldrige site visits
sometimes referred to themselves as “Baldrige
Qualified”.
‒The site consists of a team of 4-6 examiners
visiting a company over a period not to exceed
one week.
2012 Baldrige Criteria Navigator
Click on the Criteria navigator below to see all the new additions and deletions – here and only here
P Preface: Organizational Profile
P.1 Organizational Description
P.2 Organizational Situation
Category and Items
Point Values
1 Leadership
120
1.1 Senior Leadership
70
1.2 Governance and Societal Responsibilities
50
2 Strategic Planning
85
2.1 Strategy Development
40
2.2 Strategy Implementation
45
3 Customer Focus
85
3.1 Voice of the Customer
45
3.2 Customer Engagement
40
4 Measurement, Analysis, and Knowledge Management
90
4.1 Measurement, Analysis, and Improvement of Organizational Performance
45
4.2 Measurement of Information, Knowledge, and Information Technology
45
5 Workforce Focus
85
5.1 Workforce Environment
40
5.2 Workforce Engagement
45
6 Operations Focus
85
6.1 Work Systems
45
6.2 Work Processes
40
7 Results
450
7.1 Product and Process Outcomes
120
7.2 Customer-Focused Outcomes
90
7.3 Workforce-Focused Outcomes
80
7.4 Leadership and Governance Outcomes
80
7.5 Financial and Market Outcomes
80
TOTAL POINTS
1,000
The Malcolm Baldrige National
Quality Award
Baldrige Award Framework
Customer and Market Focused
Strategy and Action Plans
2
Strategic
planning
5
HR develop. &
management
7
Business
results
1
Leadership
3
Customer and
market focus
6
Process
management
4
Information and analysis
Organizations that apply for the Baldrige Award are judged by an independent
board of examiners. Recipients are selected based on achievement and
improvement in seven areas, known as the Baldrige Criteria for
Performance Excellence:
1.
2.
3.
4.
5.
6.
7.
Leadership: How upper management leads the organization, and how
the organization leads within the community
Strategic planning: How the organization establishes and plans to
implement strategic directions.
Customer and market focus: How the organization builds and
maintains strong, lasting relationships with customers.
Measurement, analysis, and knowledge management: How the
organization uses data to support key processes and manage
performance.
Human resource focus: How the organization empowers and involves
its workforce.
Process management: How the organization designs, manages and
improves key processes.
Business/organization performance results: How the organization
performs in terms of customer satisfaction, finances, human resources,
supplier and partner performance, operations, governance and social
responsibility, and how the organization compares to its competitors.
ISO 9000

What is ISO 9000?
‒ISO 9000 is the European standard for quality
that has been expanded worldwide. ISO stands
for Organization for International Standards.

What is the Purpose of ISO 9000?
‒The purpose of ISO 9000 is to provide a
mechanism for firms to document their quality
systems in a series of manuals to facilitate
trade through supplier conformance.
ISO 9000, Only a Minimum Foundation for Total Quality Systems
Deming’s 14 Points
Benchmarking/innovation
QFD/ customer satisfaction
Supplier cooperation
partnerships
Variation reduction/
SQC/SPC/PC/JIT
Employee involvement/
teams and circles
Project by project
continuous improvement
Top management
leadership/ quality costs
ISO 9000
From: “Quality Systems and Total Quality” by Kenneth S. Stephens in Aseptic Pharmaceutical Manufacturing II, Michael J. Groves and Ram Murty, Editors.
Copyright © 1995 by Interpharm Press Inc. All rights reserved. Reprinted by permission
ISO 14000

What is ISO 14000 and ISO 14001?
‒ISO 14000 is and international standard for
environmental compliance.
‒The compliance standard is ISO 14001,
Environmental Management Systems.