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Healing from the Inside

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1. The Baldrige Standard

2. Valuing Worker Welfare Is Just Good Business
"During a financial crisis, taking good care of employees isn’t just the right thing to do, explains Crouse chief quality officer Derrick Suehs—it can also help the bottom line."

The Baldrige Standard

In its culture reinvention process, Crouse chose to utilize the Baldrige performance-excellence criteria as a framework. Here are its seven key areas of focus, adapted from the Institute of Standards and Technology’s Baldrige National Quality Program Web site
By Patrick J. Kiger
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n its culture reinvention process, Crouse chose to utilize the Baldrige performance-excellence criteria as a framework. Here are its seven key areas of focus, adapted from the Institute of Standards and Technology’s Baldrige National Quality Program Web site

1	Leadership: How senior executives guide the organization and how the organization addresses its responsibilities to the public and practices good citizenship.
2	Strategic planning: How the organization sets strategic directions and how it determines key action plans.
3	Customer and market focus: How the organization determines requirements and expectations of customers and markets; builds relationships with customers; and acquires, satisfies and retains customers.
4	Measurement, analysis and knowledge management: How the organization manages, analyzes and improves data and information to support key processes and the performance management system.
5	Workforce focus: How the organization enables its workforce to develop its full potential and how the workforce is aligned with the organization’s objectives.
6	Process management: How key production/delivery and support processes are designed, managed and improved.
7	Results: The organization’s performance and improvement in its key business areas: customer satisfaction; financial and marketplace performance; human resources; supplier and partner performance; operational performance; and governance and social responsibility. How the organization performs relative to competitors.

Workforce Management, March 17, 2008, p. 22 -- Subscribe Now!

Patrick J. Kiger is a freelance writer based in the Washington, D.C., area. E-mail editors@workforce.com to comment.
Next Article: 2. Valuing Worker Welfare Is Just Good Business
"During a financial crisis, taking good care of employees isn’t just the right thing to do, explains Crouse chief quality officer Derrick Suehs—it can also help the bottom line."

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