The Pocket Guide to the Baldrige Criteria - 13th Edition has been updated for 2007 to interpret the criteria in the seven Baldrige categories. It begins with commonly asked questions about the Award criteria and then breaks down the 19 items under the seven category headings of the Baldrige criteria with concise explanations and quick tips of what excellent companies do in each area. Many aspects of the award have been improved, including— Implementation of the most significant change ever to the scoring scale Inclusion of an index in the 2004 criteria booklet Inclusion of three new terms to the glossary — Ethical behavior, Learning and Segment — which have very specific meanings within the Baldrige framework The most widely used and recognized resource on the Malcolm Baldrige National Quality Award, this book, updated annually, is a simple and comprehensive resource for understanding the exhaustive criteria of the nation's leading business performance award, and is the only book to detail every category, examination item, and area within the seven categories of the criteria: Leadership; Strategic Planning; Customer and Market Focus; Measurement, Analysis and Knowledge Management; Human Resource Focus; Process Management and Business Results. The Baldrige Award is presented annually by the President of the United States to businesses — manufacturing and service, small and large — and to education and healthcare organizations, that apply and are judged to be outstanding in the seven criteria areas. These criteria are designed to help organizations enhance competitiveness by focusing on two goals: delivering ever improving value to customers and improving overall organizational performance &n

The Malcolm Baldrige National Quality Award is the highest level of national recognition for performance excellence that a U.S. organization can receive. Now in its 18th edition, Baldrige Award Winning Quality is still the most widely used and recognized book on the Malcolm Baldrige National Quality Award. It provides readers with a simple, yet com

Now in its 16th edition, this volume is the most widely used and recognized guide to the Malcolm Baldrige National Quality Award. The 2007 Criteria now includes 18 questions, one for each of the Baldrige Criteria Items. Significant changes in the 2007 award include a stronger emphasis on— · Leadership, which now includes a focus on performance measures and their use by senior leaders; · Measurement, Analysis, and Knowledge,with a focus on needs for management of information and information technology · Workforce Focus, redesigned around workforce engagement and the workforce environment · Customer and Market Focus, with a focus on the voice of the customer · Process Management, redesigned around work systems, core competencies, and work processes Strategic Planning, with a focus on innovation, strategic advantages, and resource needs to accomplish strategic objectives · Results, aligned with the above categories to ensure the measurement of important and appropriate results This definitive reference for helping companies achieve world-class results is the only book on the Baldrige Criteria to detail, in simple and straightforward language, every category, examination item, and required area.

The Definitive Guide to Mastering the Baldrige Award Now in its 17th fully updated edition, this volume is the most widely used and recognized guide to the Malcolm Baldrige National Quality Award. This simple and comprehensive resource enables companies to master the exhaustive criteria of the nation’s leading business performance award. This exclusive reference guide provides detailed descriptions of the 18 examination items and the 32 areas that comprise the seven major categories. It reveals what examiners look for in each area and provides powerful suggestions to achieve results. By consulting this reference, businesses will acquire the winning knowledge necessary to capture the award.

Shows how principles and methods have been put into effect in real organizations, while also illustrating the relationship between total principles and theories studied in prior management courses.

Within American service sector organizations there exists a gap between understanding customer service quality improvement (QI) theories and applying them. Improving Service Quality in the Global Economy: Achieving High Performance in Public and Private Sectors, Second Edition fills that gap by presenting theory, application models, and cases of su

The 13th edition for the 2004 Baldrige criteria provides you with the best understanding of this exhaustive quality program. Written in an easy-to-understand format by one of the best-known authorities on the Baldrige criteria, Mark Graham Brown, it is the most recognized reference in its field. The book illustrates the key relationships that exist among the criteria and details how the scoring scale operates, both critical aspects of writing a Baldrige Award application. The book provides a clear and concise explanation on how to prepare for a site visit, its purpose, what a Baldrige examiner looks for, and the questions typically asked during the visit. As well, the new edition includes a list of state awards based on the Baldrige criteria. The awards are organized by state for easy reference.