URBS 4/513—Urban Program Evaluation

Baldrige National Quality Award

Background

Named for Malcolm Baldrige, American business philosopher who is credited with turning around Japanese industry
Operated by National Institute of Standards and Technology (NIST) and American Society for Quality (ASQ)
3 major categories: Business, Education, Health Care

Criteria for Business

P. Preface

P.1. Organization Description

P.2. Organization Challenges

1. Leadership (120 pts.)

1.1. Senior Leadership (70)

1.2. Governance & Social Responsibility (50)

2. Strategic Planning (85)

2.1. Strategy Development (40)

2.2. Strategy Deployment (45)

3. Customer & Market Focus (85)

3.1. Customer & Market Knowledge (40)

3.2. Customer Relationships & Satisfaction (45)

4. Measurement, Analysis & Knowledge Management (90)

4.1. Measurement, Analysis & Review of Organization Performance (45)

4.2. Information & Knowledge Management (45)

5. Human Resources Focus (85)

5.1. Work Systems (35)

5.2. Employee Learning & Motivation (25)

5.3. Employee Well-Being & Satisfaction (25)

6. Process Management (85)

6.1. Value Creation Processes (45)

6.2. Support Processes and Operational Planning (40)

7. Business Results (450)

7.1. Product & Service Outcomes (100)

7.2. Customer-Focused Results (70)

7.3. Financial & Market Results (70)

7.4. Human Resource Results (70)

7.5. Organizational Effectiveness Results (70)

7.6. Leadership & Social Responsibility Results (70)

Total Points : 1000

MSU