Baldrige National Quality Program

1. Baldrige National Quality Program BaldrigeNational Quality Program Criteria Overview

2. The Criteria for Performance Excellence • Are the foundation of the Baldrige National Quality Program • Define performance excellence • Are globally recognized • Can be used by diverse organizations

3. What Are the Criteria? • A set of expectations or requirements • A structured approach to performance improvement • A framework for a systems view of performance management

4. Baldrige Criteria Framework: A Systems Perspective

6. Basic Goals of the Criteria To help organizations enhance their performance by focusing on • delivery of ever-improving value to customers and stakeholders, contributing to organizational sustainability • improvement of overall organizational effectiveness and capabilities • organizational and personal learning

7. Criteria Purposes • To help improve organizational performance practices, capabilities, and results • To facilitate communication and sharing of best practices • To serve as a tool for understanding and managing performance

8. Criteria Background • Created in a consensus-building process with the community • Reviewed and updated regularly • Validated

9. Criteria Evolution Continuously improved to • focus on key areas of performance • best stimulate competitive success • emphasize and improve linkages • increase ease of use and broaden the user base

10. Criteria—Key Characteristics • Focus on results • Are nonprescriptive and adaptable • Support a systems perspective • Support goal-based diagnosis

11. Getting Started with the Criteria • Use them for self-assessment and action planning • Use them to gain information • Use them to build a common language • Use them to facilitate communication

12. Why Conduct a Baldrige Self-Assessment? • Your customers, competitors, or budget are driving the need to change. • Your environment is changing. • Your organization is among the best, and you want to keep it that way.

13. Benefits of Self-Assessment • Jump-start change initiatives • Energize improvement initiatives • Focus on common goals • Assess performance against the competition • Align resources with strategic objectives

14. Tools for Getting Started in Self-Assessment • Your Guide to Performance Excellence • Easy Insight: Take a First Step Toward a Baldrige Self-Assessment • Are We Making Progress? and Are We Making Progress as Leaders? questionnaires • Writing the Organizational Profile • Criteria Item questions

15. Easy Insight: Take a First Step Toward a Baldrige Self-Assessment • Online self-assessment tool • Based on the Organizational Profile

16. Are We Making Progress? • Structured as an easy-to-use questionnaire that helps improve communication and identify areas to improve • Can be used with a subset of employeesor with all employees • Organized according to the seven Baldrige Categories • Available in English and Spanish

17. Are We Making Progress? Questionnaire Example: Category 2: Strategic Planning 2a As it plans for the future, my organization asks for my ideas. 2b My organization encourages totally new ideas (innovation). 2c I know the parts of my organization’s plans that will affect me and my work.

18. Are We Making Progress As Leaders? • Created as a companion document for assessing an organization’s performance from the leaders’ point of view • Complements Are We Making Progress? • Provides an opportunity to compare the perceptions of the leadership team with those of employees

19. The Scoring System • Scoring Guidelines • Importance to the applicant’s organization • Two dimensions • Process • Results

20. Category Point Values 1 Leadership 120 2 Strategic Planning 85 3 Customer Focus 85 4 Measurement, Analysis, and Knowledge Management 90 5 Workforce Focus 85 6 Process Management 85 7 Results 450 TOTAL POINTS 1,000

21. Process Evaluation • Process comprises four elements • Approach • Deployment • Learning • Integration

22. Results Evaluation • Results refers to your organization’s outputs and outcomes in achieving the requirements in Items 7.1–7.6. • Four factors are used to evaluate results: levels, trends, comparisons, integration

23. 1995 Average Category Scores 70 60 50 Percent Score 40 30 20 Leadership Strategic Planning Performance Results Process Management Information & Analysis Customer Focus & Satisfaction HR Development & Management Service Health Care Categories Education

24. 2008 Average Category Scores 60 50 40 Percent Score 30 20 Leadership Results Workforce Focus Strategic Planning Process Management Measurement, Analysis, and Knowledge Management Customer and Market Focus Service Health Care Education Categories Nonprofit

25. Resources for More Information • Most Baldrige National Quality Program (BNQP) documents are available both in printed form and on the BNQP Web site. • To obtain these documents, call (301) 975-2036, e-mail baldrige@nist.gov, orvisit www.nist.gov/baldrige.