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BALDRIGEBALDRIGEAWARDAWARD

SIBIN.P.B.SIBIN.P.B.

Roll Roll No:22No:22

S4 , MIBS4 , MIB

MALCOM BALDRIGE NATONAL QUALITY AWARDMALCOM BALDRIGE NATONAL QUALITY AWARD

ESTABLISHED IN 1987, AMERICAN COMPANIESESTABLISHED IN 1987, AMERICAN COMPANIES

PROMOTE QUALITY AWARENSSPROMOTE QUALITY AWARENSS

TO RECOGNIZE QUALITY ACHIEVEMENTS OF TO RECOGNIZE QUALITY ACHIEVEMENTS OF U.S.U.S. COMPANIES COMPANIES

TO PUBLICIZE SUCCESSFUL QUALITY TO PUBLICIZE SUCCESSFUL QUALITY STRATEGIESSTRATEGIES

11STST PRESENTED IN 1988 PRESENTED IN 1988

AWARD IS NOT FOR SPECIFIC PRODUCTS OR SERVICE.AWARD IS NOT FOR SPECIFIC PRODUCTS OR SERVICE.

THE AWARD IS MANAGED BY THE AWARD IS MANAGED BY

1)1) U.S. DEPARTMENT OF COMMERCE & TECHNOLOGY U.S. DEPARTMENT OF COMMERCE & TECHNOLOGY ADMINISTRATION AND ADMINISTRATION AND

2)2) ADMINISTERED BY THE AMERICAN SOCIETY FOR ADMINISTERED BY THE AMERICAN SOCIETY FOR QUALITY CONTROLQUALITY CONTROL

22 AWARDS ANUALLY IN AWARDS ANUALLY IN 33 CATEGORIES CATEGORIES

1)1) MANUFACTURINGMANUFACTURING

2)2) SERVICESERVICE

3)3) SMALL BUSINESSSMALL BUSINESS

4)4) EDUCATIONEDUCATION

5)5) HEALTH CAREHEALTH CARE

6)6) NON-PROFIT ORGANIZATIONSNON-PROFIT ORGANIZATIONS

o PRINCIPLES ENCOMPASS THE AWARDPRINCIPLES ENCOMPASS THE AWARD

1)1)AWARENESS OF QUALITY AS AN INCRESINGLY AWARENESS OF QUALITY AS AN INCRESINGLY IMPORTANT ELEMENT IN COMPETITIVENESSIMPORTANT ELEMENT IN COMPETITIVENESS

2)2)UNDERSTANDING OF THE REQUIREMENTS UNDERSTANDING OF THE REQUIREMENTS FOR QUALITY EXCELLENCE FOR QUALITY EXCELLENCE

3)3)SHARING OF INFORMATION ON SUCCESSFUL SHARING OF INFORMATION ON SUCCESSFUL QUALITY STRATEGIES & THE BENEFITS QUALITY STRATEGIES & THE BENEFITS DERIVED FROM IMPLEMENTATION OF THESE DERIVED FROM IMPLEMENTATION OF THESE STRATEGIESSTRATEGIES

BALDRIGE AWARD : MAJOR CRITERIABALDRIGE AWARD : MAJOR CRITERIA

1.1. LEADERSHIPLEADERSHIP

2.2. INFORM ATION & ANALYSISINFORM ATION & ANALYSIS

3.3. STRATEGIC QUALITY PLANNINGSTRATEGIC QUALITY PLANNING

4.4. HUMAN SOURCE DEVELOPMENT AND HUMAN SOURCE DEVELOPMENT AND PLANNINGPLANNING

5.5. MANAGEMENT OF PROCESS QUALITYMANAGEMENT OF PROCESS QUALITY

6.6. QUALITY AND OPERATIONAL RESULTSQUALITY AND OPERATIONAL RESULTS

7.7. CUSTOMER FOCUS AND SATISFACTIONCUSTOMER FOCUS AND SATISFACTION

BALDRIGE AWARD EXAMINATION ITEMS & POINT VALUES BALDRIGE AWARD EXAMINATION ITEMS & POINT VALUES

EXAMINATION CATEGORIES/ITEMS POINT VALUESEXAMINATION CATEGORIES/ITEMS POINT VALUES

1)1) LEADERSHIP: LEADERSHIP: 9090

1.1) 1.1) SENIOR EXECUTIVE LEADERSHIP SENIOR EXECUTIVE LEADERSHIP 45 45

1.2) 1.2) LEADERSHIP SYSTEM & ORGANIZATION ,INCLUDING LEADERSHIP SYSTEM & ORGANIZATION ,INCLUDING ASSESSMENTS ASSESSMENTS 25 25

1.3) 1.3) PUBLIC RESPONSIBILITY / CORPORATE CITIZENSHIP PUBLIC RESPONSIBILITY / CORPORATE CITIZENSHIP 20 20



2)2) INFORMATION & ANALYSIS 75 INFORMATION & ANALYSIS 75

2.1) 2.1) MANAGEMENT OF (QUALITY & PERFOMENCE) MANAGEMENT OF (QUALITY & PERFOMENCE) INFORMATION & DATA INFORMATION & DATA

15 15

2.2) 2.2) COMPETITIVE COMPARISONS & BENCHMARKING COMPETITIVE COMPARISONS & BENCHMARKING 20 20

2.3) 2.3) ANALYSIS AND USES OF COMPANY – LEVEL DATA ANALYSIS AND USES OF COMPANY – LEVEL DATA 40 40



3)3) STRATEGIC PLANNING 55 STRATEGIC PLANNING 55

3.1) 3.1) STRATEGY DEVELOPMENT STRATEGY DEVELOPMENT 35 35

3.2) 3.2) STRATEGY DEPLOYMENT STRATEGY DEPLOYMENT 20 20



4)4)HUMAN RESOURCE DEVELOPMENT & MANAGEMENT 140HUMAN RESOURCE DEVELOPMENT & MANAGEMENT 140

4.1) 4.1) HUMAN RESOURCE PLANNING & EVALUATION HUMAN RESOURCE PLANNING & EVALUATION 20 20

4.2) 4.2) HIGH – PERFOMENCE WORK SYSTEMS HIGH – PERFOMENCE WORK SYSTEMS 45 45

4.3) 4.3) EMPLOYEES EDUCATION , TRAINING, & DEVELOPMENT EMPLOYEES EDUCATION , TRAINING, & DEVELOPMENT 50 50

4.4)4.4) EMPLOYEE WELL – BEING AND SATISFACTION EMPLOYEE WELL – BEING AND SATISFACTION 25 25



5)5) PROCESS MANAGEMENT PROCESS MANAGEMENT 140140

5.1) 5.1) DESIGN & INTRODUCTION OF PRODUCTS / SERVICESDESIGN & INTRODUCTION OF PRODUCTS / SERVICES 4040

5.2) 5.2) PROCESS MANAGEMENT: PRODUCT/ SERVICE PROCESS MANAGEMENT: PRODUCT/ SERVICE PRODUCTIONPRODUCTION

AND DELIVERY AND DELIVERY 40 40

5.3) 5.3) PROCESS MANAGEMENT : SUPPORT SYSTEMS PROCESS MANAGEMENT : SUPPORT SYSTEMS 30 30

5.4)5.4) MANAGEMENT OF SUPPLIER PERFOMENCE MANAGEMENT OF SUPPLIER PERFOMENCE 30 30



6)6) BUSINESS RESULTS 250 BUSINESS RESULTS 250

6.1) 6.1) PRODUCT AND SERVICE QUALITY RESULTSPRODUCT AND SERVICE QUALITY RESULTS 75 75

6.2) 6.2) COMPANY AND OPERATIONAL RESULTS COMPANY AND OPERATIONAL RESULTS 130 130

6.3) 6.3) SUPPLIER PERFOMENCE RESULTS SUPPLIER PERFOMENCE RESULTS 45 45



7)7) CUSTOMER FOCUS AND SATISFACTION CUSTOMER FOCUS AND SATISFACTION 250250

7.1) 7.1) CUSTOMER AND MARKET KNOWLEDGECUSTOMER AND MARKET KNOWLEDGE 3030

7.2) 7.2) CUSTOMER RELATIONSHIP MANAGEMENT CUSTOMER RELATIONSHIP MANAGEMENT 30 30

7.3) 7.3) CUSTOMER SATISFACTION DETERMINATION CUSTOMER SATISFACTION DETERMINATION 30 30

7.4)7.4) CUSTOMER SATISFACTION RESULTS CUSTOMER SATISFACTION RESULTS 100 100

7.5)7.5) CUSTOMER SATISFACTION COMPARISON CUSTOMER SATISFACTION COMPARISON 60 60



1)1)LEADERSHIP: 90LEADERSHIP: 90

2)2)INFORMATION & ANALYSIS 75INFORMATION & ANALYSIS 75

3)3)STRATEGIC PLANNING 55STRATEGIC PLANNING 55

4)4)HUMAN RESOURCE DEVELOPMENT & MANAGEMENT 140HUMAN RESOURCE DEVELOPMENT & MANAGEMENT 140

5)5) PROCESS MANAGEMENT 140 PROCESS MANAGEMENT 140

6)6) BUSINESS RESULTS 250 BUSINESS RESULTS 250

7)7) CUSTOMER FOCUS AND SATISFACTION 250 CUSTOMER FOCUS AND SATISFACTION 250

TOTAL POINTS 1000TOTAL POINTS 1000

BALDRIGE AWARD CRITERIA FOCUSES ON BALDRIGE AWARD CRITERIA FOCUSES ON

7 7 KEY AREAS OFKEY AREAS OF BUSINESS PERFOMENCE BUSINESS PERFOMENCE

1.1. CUSTOMER SATISFACTION/RETENTIONCUSTOMER SATISFACTION/RETENTION

2.2. MARKET SHARE, NEW MARKET DEVELOPMENTMARKET SHARE, NEW MARKET DEVELOPMENT

3.3. PRODUCT AND SERVICE QUALITYPRODUCT AND SERVICE QUALITY

4.4. PRODUCTIVITY, OPERATIONAL EFFECTIVENESSPRODUCTIVITY, OPERATIONAL EFFECTIVENESS

5.5. HUMAN RESOURCE PERFOMENCE / DEVELOPMENTHUMAN RESOURCE PERFOMENCE / DEVELOPMENT

6.6. SUPPLIER PERFOMENCE / DEVELOPMENTSUPPLIER PERFOMENCE / DEVELOPMENT

7.7. PUBLIC RESPONSIBILITY/ CORPORATE CITIZENSHIPPUBLIC RESPONSIBILITY/ CORPORATE CITIZENSHIP

GOALGOAL

CUSTOMER SATISFACTIONCUSTOMER SATISFACTION

CUSTOMER SATISFACTION CUSTOMER SATISFACTION

RELATIVE TO COMPETITIORSRELATIVE TO COMPETITIORS

CUSTOMER RETENTIONCUSTOMER RETENTION

MARKET SHARE GAINMARKET SHARE GAIN

MEASURES OF PROGRESSMEASURES OF PROGRESS

PRODUCT & SERVICE QUALITYPRODUCT & SERVICE QUALITY

PRODUCTIVITY IMPROVEMENTPRODUCTIVITY IMPROVEMENT

WASTE REDUCTIONWASTE REDUCTION

SUPPLIER QUALITYSUPPLIER QUALITY

Thank YouThank You

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