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1、Baldrige National Quality Program 2004 Criteria for Performance Excellence THE MALCOLM BALDRIGE NATIONAL QUALITY PROGRAM To: U.S. Business Community From: Harry S. Hertz, Director Baldrige National Quality Program Subject: The Baldrige Challenge For 16 years, the Baldrige Criteria have been used by
2、thousands of U.S. organizations to stay abreast of ever- increasing competition and to improve performance. For todays business environment, the Criteria help organizations respond to current challenges: openness and transparency in governance and ethics; the need to create value for customers and t
3、he business; and the challenges of rapid innovation and capitalizing on your knowledge assets. Whether your business is small or large, is involved in service or manufacturing, or has one office or multiple sites across the globe, the Criteria provide a valuable framework that can help you plan in a
4、n uncertain environment. Use the Criteria to assess performance on a wide range of key business indicators: customer, product and service, financial, human resource, and operational. The Criteria can help you align resources and approaches, such as ISO 9000, Lean Enterprise, Balanced Scorecard, and
5、Six Sigma; improve communication, productivity, and effectiveness; and achieve strategic goals. How to begin that first Baldrige assessment? Take a few minutes and scan the questions in the Organizational Profile on pages 1012. A discussion of the answers to these questions might be your first Baldr
6、ige assessment. For additional guidance, refer to our free booklet Getting Started with the Baldrige National Quality Program Criteria for Performance Excellence: A Guide to Self-Assessment and Action. If you are ready to take the full Baldrige challenge, you can perform a self-assessment as an inte
7、rnal improvement effort, or you can use your self-assessment as the basis for an Award application. Assessment against all seven Categories of the Criteria (see pages 1329) allows you to identify strengths and to address opportunities for improving your processes and results. Do you need to know wha
8、t your employees and your managers think? Do you believe you have been making progress but want to accelerate or better focus your efforts? Try using our simple Are We Making Progress? questionnaires. The employee questionnaire, available in English and Spanish, addresses topics from your employees
9、perspective, organized by the seven Baldrige Criteria Categories. Compare the results with the perceptions of your managers using our soon-to-be available Are We Making Progress as Leaders? questionnaire. It will help you check your progress toward meeting your organizational goals and will improve
10、communication among your employees and your leadership team. Even if you dont expect to win the Baldrige Award, submitting an Award application has valuable benefits. Every applicant receives a detailed feedback report based on an independent, external assessment conducted by a panel of specially tr
11、ained and recognized experts. The Criteria are in your hands . . . so is an incredible opportunity. Why not take the challenge? Regardless of your organizations past success, when you turn these pages, you turn the corner toward performance excellence. If you want more information, contact me at nqp
12、nist.gov. Need some useful tools to meet the Baldrige Challenge? Try Using Getting Started with the Baldrige National Quality Program E-Baldrige Organizational Profile found on our Web site at www.baldrige.nist.gov/eBaldrige/Step_One.htm Are We Making Progress? and soon, Are We Making Progress as Le
13、aders? Contact the Baldrige National Quality Program or visit our Web site for these and other educational materials. Baldrige National Quality Program NIST Administration Building, Room A600 100 Bureau Drive, Stop 1020 Gaithersburg, MD 20899-1020 Telephone (301) 975-2036 Fax (301) 948-3716 E-mail:
14、npqnist.gov Web site: www.baldrige.nist.gov THE QUEST FOR EXCELLENCE The Quest for Excellence XVI Conference Each year, The Quest for Excellence, the official conference of the Malcolm Baldrige National Quality Award, provides a forum for Baldrige Award recipients to share their exceptional performa
15、nce practices with worldwide leaders in business, education, health care, and not-for-profit organizations. The Quest for Excellence XVI will showcase the year 2003 Award recipients. For the last 15 years, executives, managers, and quality leaders have come to this conference to learn how these role
16、 model organizations have achieved performance excellence. CEOs and other leaders from the Award recipient organizations give presentations covering all seven Categories of the Baldrige Criteria, their journey to performance excellence, and their lessons learned. At this three-day conference designed to maximize learning and networking opportunities, attendees will be able to interact with Award recipients. The Quest for Excellence XVI Conference will be held March 2831,
