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2019 2020 Baldrige Excellence Builder PDF
2019 2020 Baldrige Excellence Builder PDF
EXCELLENCE
BUILDER
Key questions for improving your
organization’s performance
business
nonprofit
government
education
health care
LEADERSHIP
STRATEGY
CUSTOMERS
MEASUREMENT, ANALYSIS, AND
KNOWLEDGE MANAGEMENT
WORKFORCE
OPERATIONS
RESULTS
2019
2020 www.nist.gov/baldrige
Improve Your Performance
The Baldrige Excellence Builder self-assessment helps you identify and improve what is critical
to your organization’s success. By completing and acting on this assessment, you will be better
positioned to accomplish your mission, improve your results, and become more competitive.
The Excellence Builder is based on the more detailed Baldrige Excellence Framework and
its Criteria for Performance Excellence.
Manufacturer
Grew return on investment at a 23%
compound annual rate; increased
annual orders from repeat and
international customers 32% and Small Business
Government Agency nearly 400%, respectively More than doubled in size over
Achieved $3.22 billion 6 years; created more than
in cost avoidance over $26 million in revenue annually
5 years for 9 years
Organizational Profile
Strategy Workforce
Customers Operations
Core s
Hospital
Values and Concept
Nonprofit
Decreased the risk-adjusted Leads all local competitors
mortality rate by 24%— in customer engagement and
better than the top-decile loyalty as measured by Net
level in its six-county K–12 Public School System Promoter System scores
region Over 10 years, tripled the number of
Advanced Placement exams taken, with
66% of students taking at least one; more
than doubled the number of AP exams
with scores of 3 or higher
1
About the Baldrige Excellence Builder
Is your organization doing as well as it could? How do you know? What and
how should your organization improve or change?
The Baldrige Excellence Builder helps you assess your organization’s strengths and opportuni-
ties for improvement against the most important features of organizational performance
excellence. By completing and acting on this assessment, you will be better positioned to
accomplish your mission, improve your results, and become more competitive.
The Baldrige Excellence Builder is based on the more detailed Baldrige Excellence Framework
and its Criteria for Performance Excellence (see www.nist.gov/baldrige/publications). For more
than 30 years, Baldrige has been globally recognized as the leading edge of validated leader-
ship and performance practice.
Organizations around the world use the Baldrige framework to improve and get sustainable
results. Those recognized as U.S. role models receive the Malcolm Baldrige National Quality
Award, a Presidential award. The recipients broadly share their best practices with others.
Through that sharing, many thousands of organizations have improved their operations and
results, and thus their contributions to the U.S. and global economy.
A Focus on Improvement
The Baldrige Excellence Builder helps you understand how well you are achieving your goals
and objectives:
• Are your processes consistently effective?
• Do your approaches address your organization’s needs?
• How good are your results?
• Is your organization learning, innovating, and improving?
As you answer the Baldrige Excellence Builder questions and assess your responses, you will
identify strengths and opportunities for improvement. Then, as you build on your strengths
and address your opportunities, you create cycles of improvement within your organization.
The building blocks of the Baldrige approach are the core values and concepts (see page 4), the
seven Baldrige Excellence Builder categories, and the evaluation factors described on the next page.
A Systems Perspective
A systems perspective means managing all the parts of your organization as a unifed whole to
achieve your mission. It means ensuring that your plans, processes, measures, and actions are
consistent. And it means ensuring that the individual parts of your organization’s management
system work together in a fully interconnected, unifed, and mutually benefcial manner.
Systems perspective. A systems perspective means managing all the parts of your organiza-
tion as a unifed whole to achieve your mission and strive toward your vision.
Visionary leadership. Your organization’s senior leaders should set a vision for the organiza-
tion, create a customer focus, demonstrate clear and visible organizational values and ethics,
and set high expectations for the workforce.
Customer-focused excellence. Your customers are the ultimate judges of your performance
and of product and service quality. Thus, your organization must consider all product and
service characteristics, and modes of customer access and support, that contribute to customer
satisfaction, loyalty, positive referrals, and ultimately your organization’s ongoing success.
Valuing people. A successful organization values its workforce members and the other people
who have a stake in the organization, including customers, community members, suppliers
and partners, and other people affected by its actions.
Organizational learning and agility. Organizational learning includes both continuous
improvement of existing approaches and signifcant change or innovation, leading to new
goals, approaches, products, and markets. Organizational learning must allow for agility, a
capacity for rapid change and for fexibility in operations.
Focus on success. Ensuring your organization’s success now and in the future requires under-
standing the short- and longer-term factors that affect your organization and its marketplace,
managing uncertainty and risk in the environment, and balancing some stakeholders’ short-
term demands with the organization’s and stakeholders’ need to invest in long-term success.
Managing for innovation. Innovation means making meaningful change to improve your
products, services, programs, processes, operations, and business model, with the purpose of
creating new value for stakeholders. Innovation requires a supportive environment, a process
for identifying strategic opportunities, and the pursuit of those that are intelligent risks.
Management by fact. Management by fact requires you to measure and analyze your orga-
nization’s performance, both inside the organization and in your competitive environment.
Analysis of performance measures and indicators should support organizational evaluation,
alignment, and decision making.
Societal contributions. Your organization’s leaders should stress contributions to the public
and the consideration of societal well-being and beneft.Your leaders should be role models
for the well-being of your communities.
Ethics and transparency. Your organization should stress ethical behavior by all workforce
members in all stakeholder transactions and interactions. Senior leaders should be role models
of ethical behavior, including transparency, characterized by candid and open communication
on the part of leadership and management and by the sharing of accurate information.
Delivering value and results. Your organization should choose and analyze results that help
you deliver and balance value for your key stakeholders. Thus, results need to include not just
fnancial results, but also product and process results; customer and workforce satisfaction and
engagement results; and leadership, strategy, and societal performance.
P Organizational Profile
P.1 Organizational Description: What are your key organizational
characteristics?
a. Organizational Environment
(1) Product Offerings What are your main product offerings*? What is the relative impor-
tance of each to your success? What mechanisms do you use to deliver your products?
(2) MISSION, VISION, VALUES, and Culture What are your MISSION, VISION, and VALUES?
Other than VALUES, what are the characteristics of your organizational culture, if any? What
are your organization’s CORE COMPETENCIES, and what is their relationship to your MISSION?
(3) WORKFORCE Profile What is your WORKFORCE profle? What recent changes have you
experienced in WORKFORCE composition or in your needs with regard to your WORKFORCE?
What are
• your WORKFORCE or employee groups and SEGMENTS;
• the educational requirements for different employee groups and SEGMENTS;
• the KEY drivers that engage them;
• your organized bargaining units (union representation), if any; and
• your special health and safety requirements, if any?
(4) Assets What are your major facilities, equipment, technologies, and intellectual property?
(5) Regulatory Environment What are your KEY applicable occupational health and safety
regulations; accreditation, certifcation, or registration requirements; industry standards; and
environmental, fnancial, and product regulations?
b. Organizational Relationships
(1) Organizational Structure What are your organizational leadership structure and
GOVERNANCE structure? What structures and mechanisms make up your organization’s
LEADERSHIP SYSTEM? What are the reporting relationships among your GOVERNANCE board,
SENIOR LEADERS, and parent organization, as appropriate?
(Continued on the next page)
Terms in SMALL CAPS are defined in the Glossary of Key Terms (pages 16–18).
**For health care organizations,“customers” are the users of your health care services (e.g., patients, families, insurers, and
other third-party payors).
For education organizations,“customers” are the users of your educational programs and services (e.g., students and
parents).
(3) HOW do SENIOR LEADERS communicate with and engage the entire WORKFORCE, KEY
PARTNERS, and KEY CUSTOMERS?
(4) HOW do SENIOR LEADERS create an environment for success now and in the future?
(5) HOW do SENIOR LEADERS create a focus on action that will achieve the organization’s
MISSION?
Terms in SMALL CAPS are defined in the Glossary of Key Terms (pages 16–18).
(5) What KEY PERFORMANCE MEASURES or INDICATORS do you use to track the achievement
and EFFECTIVENESS of your ACTION PLANS?
(6) For these KEY PERFORMANCE MEASURES or INDICATORS, what are your PERFORMANCE
PROJECTIONS for your short- and longer-term planning horizons?
(7) HOW do you recognize and respond when circumstances require a shift in ACTION PLANS
and rapid execution of new plans?
Terms in SMALL CAPS are defined in the Glossary of Key Terms (pages 16–18).
Terms in SMALL CAPS are defined in the Glossary of Key Terms (pages 16–18).
*For health care organizations, “customers” are the users of your health care services (e.g., patients, families, insurers, and
other third-party payors).
For education organizations, “customers” are the users of your educational programs and services (e.g., students and
parents).
(2) HOW do you select comparative data and information to support fact-based decision
making?
(3) HOW do you ensure that your PERFORMANCE measurement system can respond to rapid or
unexpected organizational or external changes and provide timely data?
(4) HOW do you review your organization’s PERFORMANCE and capabilities?
(5) HOW do you project your organization’s future PERFORMANCE?
(6) HOW do you use fndings from PERFORMANCE reviews to develop priorities for continuous
improvement and opportunities for INNOVATION?
Terms in SMALL CAPS are defined in the Glossary of Key Terms (pages 16–18).
(4) HOW does your WORKFORCE PERFORMANCE management system support HIGH
PERFORMANCE?
(5) HOW does your LEARNING and development system support the personal development of
your WORKFORCE members and your organization’s needs?
(6) HOW do you evaluate the EFFECTIVENESS and effciency of your LEARNING and
development system?
(7) HOW do you manage career development for your WORKFORCE and your future leaders?
Terms in SMALL CAPS are defined in the Glossary of Key Terms (pages 16–18).
Terms in SMALL CAPS are defined in the Glossary of Key Terms (pages 16–18).
Terms in SMALL CAPS are defined in the Glossary of Key Terms (pages 16–18).
Assessing Processes
Processes are the methods your organization uses and improves to do its work. The four
factors used to evaluate processes are approach, deployment, learning, and integration (see
page 3).
For process items (those in categories 1–6), read the process scoring rubric on page 15. For
each item, assign one of the descriptors (Reactive, Early, Mature, or Role Model) based on a
holistic assessment of your processes.
Assessing Results
Results are the outputs and outcomes your organization achieves. The four factors used to
evaluate results are levels, trends, comparisons, and integration (see page 3).
For results items (7.1–7.5), read the results scoring rubric on page 15. For each item, assign one
of the descriptors based on a holistic assessment of your overall performance.
Role Model • Operations are characterized by repeatable • The full array of results
processes that are regularly evaluated for that are important to the
Strategic change and improvement in collaboration organization’s ongoing
and Operational
with other affected units. The organization success are reported
Goals
seeks and achieves effciencies across units and trended over time,
through analysis, innovation, and the sharing indicating top performance
of information and knowledge. Processes and relative to other
measures track progress on key strategic and organizations.
operational goals.
15
Glossary of Key Terms
The terms below are those in SMALL CAPS in the Baldrige Excellence Builder,
as well as terms in the scoring rubric. For additional defnitions and examples,
see the Baldrige Excellence Framework booklet (Business/Nonproft,
Education, or Health Care; www.nist.gov/baldrige/publications).
ACTION PLANS. Specifc actions that your EFFECTIVE. How well a process or a measure
organization takes to reach its strategic objec- addresses its intended purpose.
tives. These plans specify the resources commit-
ted to and the time horizons for accomplishing ETHICAL BEHAVIOR. The actions your orga-
the plans. See also STRATEGIC OBJECTIVES. nization takes to ensure that all its decisions,
actions, and stakeholder interactions conform to
ALIGNMENT. A state of consistency among its moral and professional principles of conduct.
plans, processes, information, resource These principles should support all applicable
decisions, workforce capability and capacity, laws and regulations and are the foundation for
actions, results, and analyses that support key your organization’s culture and values.
organization-wide goals. See also INTEGRATION.
GOALS. Future conditions or performance levels
APPROACH. The methods your organization that your organization intends or desires to
uses to carry out its processes. attain. See also PERFORMANCE PROJECTIONS.
I see the Baldrige process as a powerful set of mechanisms for disciplined people
engaged in disciplined thought and taking disciplined action to create
great organizations that produce exceptional results.
Baldrige Excellence Framework
Contents
About the Baldrige Excellence Framework
How to Use the Baldrige Excellence Framework
Criteria for Performance Excellence
Scoring System
How to Respond to the Criteria
Core Values and Concepts
Changes from the 2017–2018 Baldrige Excellence Framework
Glossary of Key Terms
Contact
For more information on the Baldrige Excellence Framework or other products and services:
www.nist.gov/baldrige | 301.975.2036 | baldrige@nist.gov
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