Baldrige National Quality Program Seven Categories of the

Baldrige National Quality Program Seven Categories of the Business Criteria l l l l Leadership Strategic Planning Customer and Market Focus Measurement, Analysis, and Knowledge Management Human Resource Focus Process Management Business Results 2003

Baldrige National Quality Program Core Values and Concepts l Visionary Leadership l Customer-Driven Excellence l Organizational and Personal Learning 2003

Baldrige National Quality Program Core Values and Concepts l Valuing Employees and Partners l Agility l Focus on the Future l Managing for Innovation 2003

Baldrige National Quality Program Core Values and Concepts l Management by Fact l Social Responsibility l Focus on Results and Creating Value l Systems Perspective 2003

Baldrige National Quality Program Baldrige Criteria Framework: A Systems Perspective 2003

Baldrige National Quality Program Item Format 2003

Baldrige National Quality Program Steps Toward a Mature Process Approach 2003

Baldrige National Quality Program 2003 Organizational Profile P. 1 Organizational Description P. 2 Organizational Challenges l l Self-assessment and application starting point Basis for early action planning

Baldrige National Quality Program 2003 Category Point Values 1 2 3 4 5 6 7 Leadership 120 Strategic Planning 85 Customer and Market Focus 85 Measurement, Analysis, and 90 Knowledge Management Human Resource Focus 85 Process Management 85 Business Results 450 TOTAL POINTS 1000

Baldrige National Quality Program 1. 2003 Leadership (120 pts. ) Addresses Senior Leaders’ Roles, Governance, and Citizenship 1. 1 Organizational Leadership (70 pts. ) 1. 2 Social Responsibility (50 pts. )

Baldrige National Quality Program 2. Strategic Planning (85 pts. ) Addresses Strategic and Action Planning and Deployment of Plans 2. 1 Strategy Development (40 pts. ) 2. 2 Strategy Deployment (45 pts. ) 2003

Baldrige National Quality Program 2003 3. Customer and Market Focus (85 pts. ) Addresses How an Organization Seeks Knowledge, Satisfaction, and Loyalty of Customers 3. 1 Customer and Market Knowledge (40 pts. ) 3. 2 Customer Relationships and Satisfaction (45 pts. )

Baldrige National Quality Program 2003 4. Measurement, Analysis, and Knowledge Management (90 pts. ) Addresses Analysis and Management of Data, Information, and Knowledge Assets 4. 1 Measurement and Analysis of Organizational Performance (45 pts. ) 4. 2 Information and Knowledge Management (45 pts. )

Baldrige National Quality Program 2003 5. Human Resource Focus (85 pts. ) Addresses Key Human Resource Practices 5. 1 Work Systems (35 pts. ) 5. 2 Employee Learning and Motivation (25 pts. ) 5. 3 Employee Well-Being and Satisfaction (25 pts. )

Baldrige National Quality Program 6. Process Management (85 pts. ) Addresses Key Work Processes and Process Management 6. 1 Value Creation Processes (50 pts. ) 6. 2 Support Processes (35 pts. ) 2003

Baldrige National Quality Program 2003 7. Business Results (450 pts. ) Addresses Progress on Results—Including Levels, Trends, and Comparative Data 7. 1 Customer-Focused Results (75 pts. ) 7. 2 Product and Service Results (75 pts. ) 7. 3 Financial and Market Results (75 pts. ) 7. 4 Human Resource Results (75 pts. ) 7. 5 Organizational Effectiveness Results (75 pts. ) 7. 6 Governance and Social Responsibility Results (75 pts. )

Baldrige National Quality Program 2003 Resources for More Information l l Most BNQP documents are available both in hard copy and on the Baldrige National Quality Program Web site To obtain these documents, call (301) 975 -2036 or visit www. baldrige. nist. gov