Malcolm Baldrige Malcolm Baldrige National Quality AwardNational Quality Award

(MBNQA)(MBNQA)

Prepared by : Ragheb Bseiso

Mo3taz El Moghany

Table of contentsTable of contents About MBNQAAbout MBNQA Purposes of the awardPurposes of the award Core Values Core Values / / ConceptsConcepts The Baldrige criteriaThe Baldrige criteria The Baldrige roleThe Baldrige role Baldrige Award V.S ISO 9000Baldrige Award V.S ISO 9000 Deming AwardDeming Award Organizations have received the awardOrganizations have received the award A ward application form A ward application form A ward process review cycle A ward process review cycle

Malcolm Baldrige was Secretary of Commerce Malcolm Baldrige was Secretary of Commerce from 1981 until his death in a rodeo accident in July from 1981 until his death in a rodeo accident in July 1987. 1987.

Baldrige was a proponent of quality management Baldrige was a proponent of quality management as a key to U.S prosperity and long-term strength. as a key to U.S prosperity and long-term strength.

He took a personal interest in the quality He took a personal interest in the quality improvement act that was eventually named after improvement act that was eventually named after him and helped draft one of the early versions. In him and helped draft one of the early versions. In recognition of his contributions, Congress named recognition of his contributions, Congress named the award in his honor. the award in his honor.

Malcolm Baldrige Malcolm Baldrige National Quality AwardNational Quality Award

(MBNQA)(MBNQA)

What is the Malcolm Baldrige National Quality What is the Malcolm Baldrige National Quality AwardAward ? ?

The Baldrige Award is given by the President of the United The Baldrige Award is given by the President of the United States to:States to:

businessesbusinesses manufacturing manufacturing serviceservice small and large—and to education and health care small and large—and to education and health care

organizations that apply and are judged to be outstanding organizations that apply and are judged to be outstanding in seven areas: in seven areas:

LeadershipLeadership strategic planningstrategic planning customer and market focuscustomer and market focus information and analysisinformation and analysis human resource focushuman resource focus process managementprocess management and business results. and business results.

MBNQAMBNQA is a national quality award program, is a national quality award program,

created to recognize organizations created to recognize organizations that:that:

have outstanding processes/practices. have outstanding processes/practices. practice measurable, continuous practice measurable, continuous

improvement.improvement. Achieve customer- focused Achieve customer- focused

performance excellence.performance excellence.

What does MBNQA look for?What does MBNQA look for?Core Values Core Values / / ConceptsConcepts

Visionary LeadershipVisionary Leadership Customer-driven excellence Customer-driven excellence personal learningpersonal learning Valuing employees and partnersValuing employees and partners AgilityAgility Focus on the futureFocus on the future Managing for innovationManaging for innovation Management by factManagement by fact Social ResponsibilitySocial Responsibility Focus on results and creating valueFocus on results and creating value systems perspectivesystems perspective

What is the Malcolm Baldrige National What is the Malcolm Baldrige National Quality AwardQuality Award??

Congress established the award program in Congress established the award program in 1987 to recognize U.S. organizations for their 1987 to recognize U.S. organizations for their achievements in quality and performance.achievements in quality and performance.

And to raise awareness about the And to raise awareness about the importance of quality and performance importance of quality and performance excellence as a competitive edge. excellence as a competitive edge.

The award is not given for specific products The award is not given for specific products or services. Three awards may be given or services. Three awards may be given annually in each of these categories: annually in each of these categories: manufacturing, service, small business and, manufacturing, service, small business and, starting in 1999, education and health care. starting in 1999, education and health care.

purposes of the awardpurposes of the award

The original stated purposes of the award were toThe original stated purposes of the award were to:: promote quality awarenesspromote quality awareness .. recognize quality achievements of the US recognize quality achievements of the US

companiescompanies.. publicize successful quality strategiespublicize successful quality strategies

The U.S. Commerce Department’s National The U.S. Commerce Department’s National Institute of Standards and Technology (NIST) Institute of Standards and Technology (NIST) manages the Baldrige National Quality Program in manages the Baldrige National Quality Program in close cooperation with the private sector.close cooperation with the private sector.

What is the Malcolm Baldrige National Quality What is the Malcolm Baldrige National Quality AwardAward ? ?

While the Baldrige Award and the Baldrige While the Baldrige Award and the Baldrige recipients are the very visible centerpiece of the recipients are the very visible centerpiece of the U.S. quality movement, a broader national quality U.S. quality movement, a broader national quality program has evolved around the award and its program has evolved around the award and its criteria. criteria.

A report, Building on Baldrige: American Quality for A report, Building on Baldrige: American Quality for the 21st Century, by the private Council on the 21st Century, by the private Council on Competitiveness, said, Competitiveness, said,

More than any other program, the Baldrige Quality More than any other program, the Baldrige Quality Award is responsible for making quality a national Award is responsible for making quality a national priority and disseminating best practices across priority and disseminating best practices across

the United States.” the United States.”

Why was the award establishedWhy was the award established?? In the early and mid-1980s, many industry and In the early and mid-1980s, many industry and

government leaders saw that a renewed government leaders saw that a renewed emphasis on quality was no longer an option for emphasis on quality was no longer an option for American companies but a necessity for doing American companies but a necessity for doing business in an ever expanding, and more business in an ever expanding, and more demanding, competitive world market.demanding, competitive world market.

But many American businesses either did not But many American businesses either did not believe quality mattered for them or did not know believe quality mattered for them or did not know where to begin. where to begin.

The Baldrige Award was envisioned as a standard The Baldrige Award was envisioned as a standard of excellence that would help U.S. organizations of excellence that would help U.S. organizations achieve world-class quality. achieve world-class quality.

What are the Baldrige criteriaWhat are the Baldrige criteria ? ? The Baldrige performance excellence criteria are a The Baldrige performance excellence criteria are a

framework that any organization can use to improve framework that any organization can use to improve overall performance. Seven categories make up the award overall performance. Seven categories make up the award

criteria: criteria: What are those criteria as mentioned before ?What are those criteria as mentioned before ? LeadershipLeadership—Examines how senior executives guide the —Examines how senior executives guide the

organization and how the organization addresses its organization and how the organization addresses its responsibilities to the public and practices good responsibilities to the public and practices good citizenship. citizenship.

Strategic planningStrategic planning—Examines how the organization sets —Examines how the organization sets strategic directions and how it determines key action strategic directions and how it determines key action plans. plans.

Customer and market focusCustomer and market focus—Examines how the —Examines how the organization determines requirements and expectations of organization determines requirements and expectations of customers and markets; builds relationships with customers and markets; builds relationships with customers; and acquires, satisfies, and retains customers. customers; and acquires, satisfies, and retains customers.

What are the Baldrige criteriaWhat are the Baldrige criteria ? ?

Measurement, analysis, and knowledge Measurement, analysis, and knowledge managementmanagement—Examines the management, —Examines the management, effective use, analysis, and improvement of effective use, analysis, and improvement of data and information to support key data and information to support key organization processes and the organization’s organization processes and the organization’s performance management system. performance management system.

Human resource focusHuman resource focus—Examines how the —Examines how the organization enables its workforce to develop organization enables its workforce to develop its full potential and how the workforce is its full potential and how the workforce is aligned with the organization’s objectives. aligned with the organization’s objectives.

What are the Baldrige criteriaWhat are the Baldrige criteria?? Process managementProcess management—Examines aspects of how —Examines aspects of how

key production/delivery and support processes key production/delivery and support processes are designed, managed, and improved. are designed, managed, and improved.

Business resultsBusiness results—Examines the organization’s —Examines the organization’s performance and improvement in its key business performance and improvement in its key business areas: customer satisfaction, financial and areas: customer satisfaction, financial and marketplace performance, human resources, marketplace performance, human resources, supplier and partner performancesupplier and partner performance

the Malcolm Baldrige National Quality Award the Malcolm Baldrige National Quality Award and its important roleand its important role

The current award criteria are stated to The current award criteria are stated to have three important roles in strengthening have three important roles in strengthening US competitivenessUS competitiveness::

To help improve organizational performance To help improve organizational performance practices, capabilities and resultspractices, capabilities and results

To facilitate communication and sharing of To facilitate communication and sharing of thethe best practicebest practice information among US information among US organizations of all typesorganizations of all types

To serve as a working tool for To serve as a working tool for understanding and managing performance understanding and managing performance and for guiding planning and opportunities and for guiding planning and opportunities for learningfor learning

the Malcolm Baldrige National Quality Award the Malcolm Baldrige National Quality Award and its important roleand its important role

Now, organizations in other sectors vital to the Now, organizations in other sectors vital to the U.S. economy—education and health care—are U.S. economy—education and health care—are recognizing that the Baldrige Award’s tough recognizing that the Baldrige Award’s tough performance excellence standards can help performance excellence standards can help stimulate their improvement efforts as well. stimulate their improvement efforts as well.

Just as it has for U.S. businesses, a Baldrige Just as it has for U.S. businesses, a Baldrige Award program can help these organizations Award program can help these organizations improve performance and foster communication, improve performance and foster communication, sharing of “best practices,” and partnerships sharing of “best practices,” and partnerships among schools, health care organizations, and among schools, health care organizations, and businesses. businesses.

Why are the Baldrige Award recipients asked to share Why are the Baldrige Award recipients asked to share their successful strategiestheir successful strategies??

One of the main purposes of the award is to One of the main purposes of the award is to pass on information about the recipient’s pass on information about the recipient’s performance excellence strategies that performance excellence strategies that other organizations can tailor for their own other organizations can tailor for their own needs.needs.

Representatives from the award recipients Representatives from the award recipients willingly have shared their organizations’ willingly have shared their organizations’ performance strategies and methods with performance strategies and methods with thousands. thousands.

Are organizations simply chasing after the award Are organizations simply chasing after the award and ignoring the lessons and ignoring the lessons

of performance improvementof performance improvement?? The perception by some that receiving the award The perception by some that receiving the award

is the goal of U.S. organizations is not supported is the goal of U.S. organizations is not supported by the facts. Says Earnest Davenport, chairman by the facts. Says Earnest Davenport, chairman and chief executive officer of Eastman Chemical and chief executive officer of Eastman Chemical Company, Company,

““Eastman, like other Baldrige Award winners, Eastman, like other Baldrige Award winners, didn’t apply the concepts of total quality didn’t apply the concepts of total quality management to win an award. We did it to win management to win an award. We did it to win customers. We did it to grow. We did it to prosper customers. We did it to grow. We did it to prosper and to remain competitive in a world and to remain competitive in a world marketplace.”marketplace.”

Baldrige AwardBaldrige AwardISO 9000ISO 9000creationcreationwas created by was created by

Congress in 1987 to Congress in 1987 to enhance U.S. enhance U.S. competitivenesscompetitiveness

is a series of is a series of international standards international standards published in 1987 by published in 1987 by the International the International Organization for Organization for Standardization (ISO), Standardization (ISO), Geneva, SwitzerlandGeneva, Switzerland

The goalThe goalThe award program The award program promotes quality promotes quality awareness, recognizes awareness, recognizes quality achievements of quality achievements of U.S. organizations, and U.S. organizations, and provides a vehicle for provides a vehicle for sharing successful sharing successful strategiesstrategies..

Companies can use the Companies can use the standards to help standards to help determine what is determine what is needed to maintain an needed to maintain an efficient quality efficient quality conformance systemconformance system

conformationconformationThe Baldrige Award The Baldrige Award criteria focus on results criteria focus on results and continuous and continuous improvementimprovement

ISO 9000 registration ISO 9000 registration determines whether a determines whether a company complies with company complies with its own quality systemits own quality systemOverall, ISO 9000 Overall, ISO 9000 registration covers less registration covers less than 10 percent of the than 10 percent of the

Baldrige Award criteria.Baldrige Award criteria.

Is the Baldrige Award a U.S. Is the Baldrige Award a U.S. version of Japan’s Deming awardversion of Japan’s Deming award??

Deming AwardDeming Award

Named for DrNamed for Dr. . WW. . Edwards Deming, Edwards Deming, the Deming Award recognizes the Deming Award recognizes corporations and individuals who corporations and individuals who demonstrate an outstanding demonstrate an outstanding commitment to quality control, and commitment to quality control, and whose products or inventions make whose products or inventions make exceptional advances in the pursuit of exceptional advances in the pursuit of qualityquality..

Is the Baldrige Award a U.S. Is the Baldrige Award a U.S. version of Japan’s Deming awardversion of Japan’s Deming award??

The basic purposes of both awards are the same: The basic purposes of both awards are the same: to promote recognition of quality achievements to promote recognition of quality achievements and to raise awareness of the importance and and to raise awareness of the importance and techniques of quality improvement.techniques of quality improvement.

However, the Baldrige Award: focuses more on However, the Baldrige Award: focuses more on results and service, relies upon the involvement results and service, relies upon the involvement of many different professional and trade groups, of many different professional and trade groups, provides special credits for innovative approaches provides special credits for innovative approaches to quality, includes a strong customer and human to quality, includes a strong customer and human resource focus, and stresses the importance of resource focus, and stresses the importance of sharing information.sharing information.

Which organizations have received the awardWhich organizations have received the award? ? 20082008Poudre Valley Health System Fort Collins CO (health care)Poudre Valley Health System Fort Collins CO (health care)Cargill Corn Milling North America Wayzata, Minn. (manufacturing)Cargill Corn Milling North America Wayzata, Minn. (manufacturing)Iredell-Statesville Schools Statesville, N.C. (education)Iredell-Statesville Schools Statesville, N.C. (education) 20072007

PRO-TEC Coating Co. Leipsic, Ohio (small business)PRO-TEC Coating Co. Leipsic, Ohio (small business)Mercy Health System Janesville, Wisc. (health care)Mercy Health System Janesville, Wisc. (health care)Sharp Healthcare San Diego, Calif. (health care)Sharp Healthcare San Diego, Calif. (health care) 20062006

MESA Products, Inc. Tulsa, Okla. (small business)MESA Products, Inc. Tulsa, Okla. (small business)Premier Inc. San Diego, Calif. (service)Premier Inc. San Diego, Calif. (service)North Mississippi Medical Center Tupelo, Miss. (health care)North Mississippi Medical Center Tupelo, Miss. (health care) 20052005

Sunny Fresh Foods, Inc. Monticello, Minn. (manufacturing)Sunny Fresh Foods, Inc. Monticello, Minn. (manufacturing)DynMcDermott Petroleum Operations New Orleans, La. (service)DynMcDermott Petroleum Operations New Orleans, La. (service)Park Place Lexus Plano, Texas (small business)Park Place Lexus Plano, Texas (small business)Richland College Dallas, Texas (education)Richland College Dallas, Texas (education) 20042004

The Bama Companies Tulsa, Okla. (manufacturing)The Bama Companies Tulsa, Okla. (manufacturing)Texas Nameplate Company, Inc. Dallas, Texas (small business)Texas Nameplate Company, Inc. Dallas, Texas (small business)Kenneth W. Monfort College of Business Greeley, Colo. (education)Kenneth W. Monfort College of Business Greeley, Colo. (education)

20032003Medrad, IncMedrad, Inc. . Indianola, PaIndianola, Pa. (. (manufacturingmanufacturing))Boeing Aerospace Support StBoeing Aerospace Support St. . Louis, MoLouis, Mo. (. (serviceservice))Caterpillar Financial Services CorpCaterpillar Financial Services Corp. . Nashville, TennNashville, Tenn. . 20022002Motorola IncMotorola Inc. . Commercial, Government and Industrial Solutions Sector Commercial, Government and Industrial Solutions Sector

Schaumburg, IllSchaumburg, Ill. (. (manufacturingmanufacturing))BranchBranch--Smith Printing Division Fort Worth, Texas Smith Printing Division Fort Worth, Texas ((small businesssmall business))SSM Health Care StSSM Health Care St. . Louis, MoLouis, Mo. (. (health carehealth care)) 20012001Clarke American Checks, Incorporated San Antonio, Texas Clarke American Checks, Incorporated San Antonio, Texas ((manufacturingmanufacturing))Pal’s Sudden ServicePal’s Sudden Service Kingsport, TennKingsport, Tenn. (. (small businesssmall business))Chugach School DistrictChugach School District Anchorage, Alaska Anchorage, Alaska ((educationeducation) ) Pearl River, NPearl River, N..YY. .

((educationeducation))University of WisconsinUniversity of Wisconsin--StoutStout Menomonie, WisMenomonie, Wis. (. (educationeducation)) 20002000Dana CorpDana Corp.-.-Spicer Driveshaft Division Toledo, Ohio Spicer Driveshaft Division Toledo, Ohio ((manufacturingmanufacturing))KARLEE Company, IncKARLEE Company, Inc. . Garland, Texas Garland, Texas ((manufacturingmanufacturing))Operations Management International, IncOperations Management International, Inc. . Greenwood Village, ColoGreenwood Village, Colo. (. (serviceservice))Los Alamos National Bank Los Alamos, NLos Alamos National Bank Los Alamos, N..MM. (. (small businesssmall business)) 19991999STMicroelectronics, IncSTMicroelectronics, Inc.-.-Region Americas Carrollton, Texas Region Americas Carrollton, Texas ((manufacturingmanufacturing))BI Performance Services Minneapolis, MinnBI Performance Services Minneapolis, Minn. (. (serviceservice))The RitzThe Ritz--Carlton Hotel Company, LCarlton Hotel Company, L..LL..CC. . Atlanta, GaAtlanta, Ga. (. (serviceservice))Sunny Fresh Foods Monticello, MinnSunny Fresh Foods Monticello, Minn. (. (small businesssmall business))

At the endAt the end

Thanks to Thanks to ALLALL