Why is the Baldrige Performance Excellence criteria important for you right now?
“Because they are about survival and sustainability in your marketplace with a high performing, high-integrity organization. Because the Baldrige Criteria ask you all the right questions.” – Harry Hertz, Director of Baldrige Performance Excellence Program
The Malcolm Baldrige criteria are considered by many to be a model to advance your company from ‘great’ to ‘really, really great’. The criteria takes a systems approach to assessing quality in an organization. They evaluate the organization’s ability to deliver a consistently positive customer experience, value and empower a workforce, think and act ethically, and think and act strategically.
Here, from the 2011-2012 Baldrige Criteria for Performance Excellence, are some of the right questions you should ask to identify your gaps in performance excellence (NIST, 2011).
Leadership: How does your organization’s senior leaders’ personal actions guide and sustain your organization? How do your senior leaders communicate with your workforce and encourage high performance? How does your organization fulfill its legal, ethical, and societal responsibilities?
Strategic Planning: How does your organization develop strategic objectives and actions plans? How do you determine your core competencies, strategic challenges, and strategic advantages? How are your chosen objectives and actions plans implemented and changed if circumstances require it? How is progress measured?
Customer Focus: How does your organization engage its customers for long-term marketplace success? How does your organization listen to the voice of its customers, build customer relationships, and use customer information to improve and identify opportunities for innovation?
Measurement, Analysis, and Knowledge Management: How does your organization select, gather, analyze, and improve its data, information, and knowledge assets? How does your organization manage its information technology? How does your organization conduct a performance analysis and review? How does your organization use performance review findings to share lessons learned, best practices across organizational units and work processes, and to develop priorities for continuous improvement and opportunities for innovation?
Workforce Focus: What is your ability to assess workforce capability and capacity needs and build a workforce environment conducive to high performance? How does your organization engage, manage, and develop the workforce to utilize its full potential in alignment with your organization’s overall mission, strategy, and action plans.
Operations Focus: How does your organization design, manage, and improve its work systems and work processes to deliver customer value and achieve organizational success and sustainability?
Reference: NIST, 2011. Criteria for Performance Excellence; Baldrige Performance Excellence Program. Retrieved from: www.nist.gov/baldrige/publications/business_nonprofit_criteria.cfm
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