2012

Baldrige Performance Excellence Program

Criteria for Performance Excellence

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2012

Seven Categories of the Business/Nonprofit Criteria

Leadership Strategic Planning Customer Focus Measurement, Analysis, and Knowledge Management Workforce Focus Operations Focus Results

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The Role of Core Values and Concepts

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Core Values and Concepts

Visionary leadership Customer-driven excellence Organizational and personal learning

Baldrige Performance Excellence Program | www.nist.gov/baldrige

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Core Values and Concepts

Valuing workforce members and partners Agility Focus on the future Managing for innovation

Baldrige Performance Excellence Program | www.nist.gov/baldrige

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Core Values and Concepts

Management by fact
Societal responsibility Focus on results and creating value Systems perspective

Baldrige Performance Excellence Program | www.nist.gov/baldrige

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Baldrige Criteria Framework: A Systems Perspective

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Item Format
Basic item requirements (in item title)

2012

Item number

Item title Item point value

Type of information to provide in response

Overall item requirements (specific topics to address)

Areas to address

Multiple requirements (individual Criteria questions)

Subheads summarizing multiple requirements

Item notes

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2012

Item Format

Item notes have the following purposes: clarify key terms and requirements give instructions indicate/clarify important linkages

Nonprofit-specific item note (in italics)

Location of item description

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Steps Toward Mature Processes

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An Analogy for Learning: From Fighting Fires to Innovation

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Organizational Profile
P.1 Organizational Description P.2 Organizational Situation

Starting point for self-assessment and application preparation Basis for early action planning

Baldrige Performance Excellence Program | www.nist.gov/baldrige

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Category Point Values

1 2 3 4
5 6 7

Leadership 120 Strategic Planning 85 Customer Focus 85 Measurement, Analysis, and Knowledge Management 90 Workforce Focus 85 Operations Focus 85 Results 450 TOTAL POINTS 1,000

Baldrige Performance Excellence Program | www.nist.gov/baldrige

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1. Leadership (120 pts.)

Senior leaders actions, organizational governance, and societal responsibilities 1.1 Senior Leadership (70 pts.) 1.2 Governance and Societal Responsibilities (50 pts.)

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2. Strategic Planning (85 pts.)

Strategic and action planning, and implementation of plans 2.1 Strategy Development (40 pts.) 2.2 Strategy Implementation (45 pts.)

Baldrige Performance Excellence Program | www.nist.gov/baldrige

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3. Customer Focus (85 pts.)

How an organization listens to the voice of the customer and engages its customers 3.1 Voice of the Customer (45 pts.) 3.2 Customer Engagement (40 pts.)

Baldrige Performance Excellence Program | www.nist.gov/baldrige

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4. Measurement, Analysis, and Knowledge Management (90 pts.)

Analysis, review, and improvement of organizational performance Management of information, knowledge, and information technology 4.1 Measurement, Analysis, and Improvement of Organizational Performance (45 pts.) 4.2 Management of Information, Knowledge, and Information Technology (45 pts.)
Baldrige Performance Excellence Program | www.nist.gov/baldrige

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5. Workforce Focus (85 pts.)

How an organization builds an effective workforce environment and engages, develops, and manages its workforce 5.1 Workforce Environment (40 pts.) 5.2 Workforce Engagement (45 pts.)

Baldrige Performance Excellence Program | www.nist.gov/baldrige

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6. Operations Focus (85 pts.)

How an organization designs, manages, and improves its work systems and work processes and prepares for emergencies 6.1 Work Systems (45 pts.) 6.2 Work Processes (40 pts.)

Baldrige Performance Excellence Program | www.nist.gov/baldrige

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7. Results (450 pts.)

Performance and improvement in all key areas Current performance levels, trends, and comparative data 7.1 Product and Process Outcomes (120 pts.) 7.2 Customer-Focused Outcomes (90 pts.) 7.3 Workforce-Focused Outcomes (80 pts.) 7.4 Leadership and Governance Outcomes (80 pts.) 7.5 Financial and Market Outcomes (80 pts.)

Baldrige Performance Excellence Program | www.nist.gov/baldrige

2010 Baldrige Award Winners in Business/Nonprofit Sector

Since 2003, Baldrige has improved MEDRAD in so many different dimensions. Its all about continuous improvement. By embracing all of the key dimensions of Baldrige, the company has doubled in size this year as a business of Bayer Health Care. We are $690 million in revenue, as of the end of 2010. Samuel Liang, President and CEO, MEDRAD

2012

We call it eating our own cooking. when you teach it, you also have to do it. That's why the Baldrige journey was so important to us. we had so many of our clients win the Baldrige [Award], and apply for the Baldrige [Award], and we felt that we needed to also be on this journey with it.
Quint Studer, Founder and CEO, Studer Group
Baldrige Performance Excellence Program | www.nist.gov/baldrige

2010 Baldrige Award Winners in Business/Nonprofit Sector

The Baldrige opportunity, on its own, was a way for us to get a very disciplined, external perspective, an examination of our business, of how we manage our business. Thats a very valuable thing. I cant imagine what youd have to pay a consultant to do that. Its been a terrific journey. Patrick McGinnis, President and CEO, Nestl Purina Pet Care Co.

2012

Baldrige Performance Excellence Program | www.nist.gov/baldrige

2012

2010 Baldrige Award Winners in Business/Nonprofit Sector

When you look at the Baldrige Criteria, what a great road map to say if you can do the things in all these categories and do them well, youre going to be a well-run company. Robert F. Pence, President and CEO, Freese and Nichols Inc. Personally I measure [success] by are we achieving excellence. And, of course, being a Baldrige [Award] recipient is probably the ultimate validation of that. But I dont focus primarily on profitability or growth. I focus on are we achieving excellence. And the means we use to do that is delighting every guest that walks in our door. Ken Shiller, Co-Owner and Cofounder of K&N Management
Baldrige Performance Excellence Program | www.nist.gov/baldrige

2012 2011

For More Information

Criteria booklets Self-assessment tools based on the Criteria Award recipient videos and profiles Case studies Connections to the Baldrige community
www.nist.gov/baldrige baldrige@nist.gov

(301) 975-2036
Baldrige Performance Excellence Program | www.nist.gov/baldrige