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Baldrige National Quality Program 2007Baldrige National Quality Program

San Mateo EMS Performance Measurement and Management Committee

June 13, 2007

Malcolm Baldrige National Quality

Award

Baldrige National Quality Program 2007

Diane Akers1971 – RN: Community Hospital1984 – County Public Health Department1996 – California Governor’s Quality Award

Examiner1997 – National Baldrige Examiner1997 – Consultant 2006 – Judge California Award for

Performance Excellence (CAPE)

Baldrige National Quality Program 2007

What Is the Baldrige National Quality Program?

Operates as a public-private partnershipManages the Malcolm Baldrige National Quality AwardProvides global leadership in promoting performance excellenceDisseminates information

Baldrige National Quality Program 2007

What Is Performance Excellence?

An integrated approach to organizational performance management that results in

delivery of ever-improving value to customers and stakeholders, contributing to organizational sustainability; improvement of overall organizational effectiveness and capabilities;organizational and personal learning.

Baldrige National Quality Program 2007

“The Baldrige Award enjoys very broad, positive recognition among leaders in each of the Baldrige Award-eligible sectors. ... More than 70 percent of leaders surveyed among Fortune 1000 companies said they are likely to use the Criteria for Performance Excellence.”

Booz Allen Hamilton

Results:

• Better employee relations

• Higher productivity

• Greater customer loyalty

• Increased market share

• Improved profitability

The Baldrige Framework

Baldrige National Quality Program 2007

The Criteria for Performance Excellence emphasize• Continuous performance improvement • Innovation• Integrating processes • Results

The Criteria for Performance Excellence focus on common requirements and are

• Nonprescriptive • Holistic• Inclusive• Adaptable• Integrative

The Baldrige Criteria

Baldrige National Quality Program 2007

Criteria Purposes

To help improve organizational performance practices, capabilities, and resultsTo facilitate communication and sharing of best practices To serve as a tool for understanding and managing performance

Baldrige National Quality Program 2007

Item Format

Baldrige National Quality Program 2007

Steps Toward Mature Processes

Baldrige National Quality Program 2007The Baldrige Criteria, Lean, and Six Sigma are complementary, not mutually exclusive. Many organizations use Baldrige todevelop an overall performance map to identify areas that need improvement, and then use Six Sigma, Lean, or both tools todesign operations or improve processes within the organization.

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Baldrige National Quality Program 2007

Program Participants

67 Award recipients (71 Awards)1,139 Baldrige Award applicationsMore than 4,400 trained ExaminersWidespread participationPrivate sector contributions provide over 90% of Program support

Baldrige National Quality Program 2007

State, Regional, and Local ProgramsNational coverage

A feeder system

Leveraging the national program

Baldrige National Quality Program 2007

Baldrige National Quality Program 2007

2006 State, Regional, and Local Program Statistics

43 active programs in 41 statesReceived 426 award applications*Trained 2,115 Examiners*53 recipients earned the highest level award in their states*

* Data of 35 states who report through the Alliance forPerformance Excellence

Baldrige National Quality Program 2007

Business Award Recipients in Manufacturing

– 3M Dental Products Division (1997)

– ADAC Laboratories (1996)

– Armstrong Building Products Operations (1995)

– AT&T Transmission Systems Business Unit (1992)

– The Bama Companies (2004)

– Boeing Airlift & Tanker Programs (1998)

– Cadillac Motor Car Company (1990)

– Clarke American Checks, Inc. (2001)

– Corning Telecommunications Products Division (1995)

– Dana Corporation— Spicer Driveshaft Division (2000)

– Eastman Chemical Company (1993)

– IBM Rochester (1990)

Baldrige National Quality Program 2007

Business Award Recipients in Manufacturing

– KARLEE (2000)– Medrad, Inc. (2003)– Milliken & Company

(1989)– Motorola CGISS

(2002)– Motorola, Inc. (1988)– Solar Turbines Inc.

(1998)– Solectron Corporation

(1991 and 1997)

– STMicroelectronics— Region Americas (1999)

– Sunny Fresh Foods, Inc. (2005)

– Texas Instruments Defense Systems & Electronics Group (1992)

– Westinghouse Commercial Nuclear Fuel Division (1988)

– Xerox Business Products & Systems (1989)

– Zytec Corporation (1991)

Baldrige National Quality Program 2007

Business Award Recipients in Service

– AT&T Consumer Communications Services (1994)

– AT&T Universal Card Services (1992)

– BI (1999)– Boeing Aerospace Support

(2003)– Caterpillar Financial Services

U.S. (2003)– Dana Commercial Credit

Corporation (1996)– DynMcDermott Petroleum

Operations (2005)

– Federal Express Corporation (1990)

– GTE Directories Corporation (1994)

– Merrill Lynch Credit Corporation (1997)

– Operations Management International, Inc. (2000)

– Premier Inc. (2006)– The Ritz-Carlton Hotel

Company, L.L.C. (1992 and 1999)

– Xerox Business Services (1997)

Baldrige National Quality Program 2007

Business Award Recipients in Small Business

– Ames Rubber Corporation (1993)

– Branch-Smith Printing Division (2002)

– Custom Research Inc. (1996)– Globe Metallurgical Inc. (1988)– Granite Rock Company (1992)– Los Alamos National Bank

(2000)– Marlow Industries, Inc. (1991)– MESA Products, Inc. (2006)

– Pal’s Sudden Service (2001)

– Park Place Lexus (2005)– Stoner, Inc. (2003)– Sunny Fresh Foods (1999)– Texas Nameplate Co., Inc.

(1998 & 2004)– Trident Precision

Manufacturing, Inc. (1996)– Wainwright Industries, Inc.

(1994)– Wallace Co., Inc. (1990)

Baldrige National Quality Program 2007

Education Award Recipients – Chugach School District (2001)– Community Consolidated School

District 15 (2003)– Jenks Public Schools (2005)– Kenneth W. Monfort College of

Business (2004)– Pearl River School District (2001)– Richland College (2005)– University of Wisconsin—Stout

(2001)

Baldrige National Quality Program 2007

Health Care Award Recipients

– Baptist Hospital, Inc. (2003)– Bronson Methodist Hospital (2005)– North Mississippi Medical Center (2006)– Robert Wood Johnson University Hospital

Hamilton (2004)– Saint Luke’s Hospital of Kansas City (2003)– SSM Health Care (2002)

Baldrige National Quality Program 2007

Resources for More Information

Most Baldrige National Quality Program (BNQP) documents are available in printed form and on the BNQP Web site.

To obtain these documents, call (301) 975-2036 or visit www.baldrige.nist.gov.