MALCOLMBALDRIGENATIONALQUALITYAWARD1995AWARDCRITERIA"ThroughtheBaldrigeAwardandtheprinciplesofqualitymanagementitembraces,countlessbusinesseshavefoundnewandstrongerlife."WilliamJ.Clinton"ThecriteriafortheBaldrigeAwardarenowwidelyacceptedasthedefinitionofwhatconstitutesworld-classquality."RonaldH.BrownSecretaryofCommerceTheAward,composedoftwosolidcrystalprismaticforms,stands14inchestall.Thecrystalisheldinabaseofblack,anodizedaluminumwiththeAwardwinner'snameengravedonthebase.Asolidbronze,22-karat,gold-plated,die-struckmedallioniscapturedinthefrontsectionofthecrystal.Themedalbearstheinscriptions:"MalcolmBaldrigeNationalQualityAward"and"TheQuestforExcellence"ononesideandthePresidentialSealontheother.AwardstraditionallyarepresentedbythePresidentoftheUnitedStatesataspecialceremonyinWashington,D.C.AwardsaremadeannuallytorecognizeU.S.companiesforbusinessexcellenceandqualityachievement.Awardsmaybegivenineachofthreeeligibilitycategories:nManufacturingcompaniesnServicecompaniesnSmallbusinessesAwardrecipientsmaypublicizeandadvertisereceiptoftheAward.TherecipientsareexpectedtoshareinformationabouttheirsuccessfulperformancestrategieswithotherU.S.organizations.(CrystalbySteubenMedalbyTheProtocolGroup)Thepagereferencesindicatedinthisdocumentarenotcorrectduetoreformattingtheinformationforelectronicuse.1CONTENTSiiTHEMALCOLMBALDRIGENATIONALQUALITYAWARD:APUBLIC-PRIVATEPARTNERSHIP1INTRODUCTION2DESCRIPTIONOFTHE1995AWARDCRITERIA2AWARDCRITERIAPURPOSES2COREVALUESANDCONCEPTS5AWARDCRITERIAFRAMEWORK6DESCRIPTIONOFCATEGORIES,ITEMS,ANDAREASTOADDRESS15KEYCHARACTERISTICSOFTHEAWARDCRITERIA16LINKAGEOFTHECRITERIATOKEYBUSINESSISSUES18CHANGESFROMTHE1994AWARDCRITERIA18KEYTHEMESSTRENGTHENEDINTHE1995CRITERIA201995AWARDEXAMINATIONCRITERIA—ITEMLISTING211995AWARDEXAMINATIONCRITERIA211.0LEADERSHIP232.0INFORMATIONANDANALYSIS253.0STRATEGICPLANNING274.0HUMANRESOURCEDEVELOPMENTANDMANAGEMENT305.0PROCESSMANAGEMENT346.0BUSINESSRESULTS367.0CUSTOMERFOCUSANDSATISFACTION40SCORINGSYSTEM:APPROACH,DEPLOYMENT,RESULTS41SCORINGGUIDELINES421995EXAMINATIONRESPONSEGUIDELINES47ELIGIBILITYCATEGORIESANDRESTRICTIONS49HOWTOORDERCOPIESOF1995AWARDMATERIALS49FEESFORTHE1995AWARDCYCLE50HOWTOORDERAWARDEDUCATIONALMATERIALS50QUESTFOREXCELLENCEVllCONFERENCEThepagereferencesindicatedinthisdocumentarenotcorrectduetoreformattingtheinformationforelectronicuse.2THEMALCOLMBALDRIGENATIONALQUALITYAWARDAPUBLIC-PRIVATEPARTNERSHIPBuildingactivepartnershipsintheprivatesector,andbetweentheprivatesectorandgovernment,isfundamentaltothesuccessoftheAwardinimprovingqualityintheUnitedStates.SupportbytheprivatesectorfortheAwardProgramintheformoffunds,volunteerefforts,andparticipationininformationtransfercontinuestogrow.Toensurethecontinuedgrowthandsuccessofthesepartnerships,eachofthefollowingorganizationsplaysanimportantrole:TheFoundationfortheMalcolmBaldrigeNationalQualityAwardTheFoundationfortheMalcolmBaldrigeNationalQualityAwardwascreatedtofosterthesuccessoftheProgram.TheFoundation'smainobjectiveistoraisefundstopermanentlyendowtheAwardProgram.ProminentleadersfromU.S.companiesserveasFoundationTrusteestoensurethattheFoundation'sobjectivesareaccomplished.Donororganizationsvaryinsizeandtype,andarerepresentativeofmanykindsofbusinessesandbusinessgroups.NationalInstituteofStandardsandTechnology(NIST)ResponsibilityfortheAwardisassignedtotheDepartmentofCommerce.NIST,anage...
