Baldrige National Quality Program
Seven Categories of the
Business Criteria
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Leadership
Strategic Planning
Customer and Market Focus
Measurement, Analysis, and Knowledge
Management
Human Resource Focus
Process Management
Business Results
2003
Baldrige National Quality Program
Core Values and Concepts
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Visionary Leadership
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Customer-Driven Excellence
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Organizational and Personal Learning
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Baldrige National Quality Program
Core Values and Concepts
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Valuing Employees and Partners
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Agility
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Focus on the Future
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Managing for Innovation
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Baldrige National Quality Program
Core Values and Concepts
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Management by Fact
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Social Responsibility
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Focus on Results and Creating Value
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Systems Perspective
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Baldrige National Quality Program
Baldrige Criteria Framework:
A Systems Perspective
2003
Baldrige National Quality Program
Item Format
2003
Baldrige National Quality Program
Steps Toward a Mature
Process Approach
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Baldrige National Quality Program
2003
Organizational Profile
P.1 Organizational Description
P.2 Organizational Challenges
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Self-assessment and application starting
point
Basis for early action planning
Baldrige National Quality Program
Category Point Values
1
2
3
4
5
6
7
Leadership
120
Strategic Planning
85
Customer and Market Focus 85
Measurement, Analysis, and 90
Knowledge Management
Human Resource Focus
85
Process Management
85
Business Results
450
TOTAL POINTS
1000
2003
Baldrige National Quality Program
1.
2003
Leadership (120 pts.)
Addresses Senior Leaders’ Roles, Governance,
and Citizenship
1.1 Organizational Leadership (70 pts.)
1.2 Social Responsibility (50 pts.)
Baldrige National Quality Program
2. Strategic Planning (85 pts.)
Addresses Strategic and Action Planning and
Deployment of Plans
2.1 Strategy Development (40 pts.)
2.2 Strategy Deployment (45 pts.)
2003
Baldrige National Quality Program
2003
3. Customer and Market Focus (85 pts.)
Addresses How an Organization Seeks Knowledge,
Satisfaction, and Loyalty of Customers
3.1 Customer and Market Knowledge (40 pts.)
3.2 Customer Relationships and Satisfaction (45 pts.)
Baldrige National Quality Program
2003
4. Measurement, Analysis, and
Knowledge Management (90 pts.)
Addresses Analysis and Management of Data,
Information, and Knowledge Assets
4.1 Measurement and Analysis of Organizational
Performance (45 pts.)
4.2 Information and Knowledge Management (45 pts.)
Baldrige National Quality Program
2003
5. Human Resource Focus (85 pts.)
Addresses Key Human Resource Practices
5.1 Work Systems (35 pts.)
5.2 Employee Learning and Motivation (25 pts.)
5.3 Employee Well-Being and Satisfaction (25 pts.)
Baldrige National Quality Program
6. Process Management (85 pts.)
Addresses Key Work Processes and
Process Management
6.1 Value Creation Processes (50 pts.)
6.2 Support Processes (35 pts.)
2003
Baldrige National Quality Program
2003
7. Business Results (450 pts.)
Addresses Progress on Results—Including
Levels, Trends, and Comparative Data
7.1 Customer-Focused Results (75 pts.)
7.2 Product and Service Results (75 pts.)
7.3 Financial and Market Results (75 pts.)
7.4 Human Resource Results (75 pts.)
7.5 Organizational Effectiveness Results (75 pts.)
7.6 Governance and Social Responsibility
Results (75 pts.)
Baldrige National Quality Program
2003
Resources for More Information
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Most BNQP documents are available both in
hard copy and on the Baldrige National
Quality Program Web site
To obtain these documents, call (301) 9752036 or visit www.baldrige.nist.gov