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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
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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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