Malcolm baldrige awards

1. Leadership
1) Are the senior executive personally & visibly involved in planning for quality in your
company? .....................

2) Are the senior executive playing an effective role in creating a customer focus & quality
value? ...................

3) How effectively do manager translate your customer focus & quality value in day to day
management? …………………….

4) How effectively is the quality & operational performance of the company & its work units
reviewed? ……………………..

5) How effectively does the company include its responsibility to the public in its quality values &
practices? ……………………………….

6) How effectively does the company consistently succeed in meeting its operational requirements
&/or review its target? ………………………………..

2. INFORMATION & ANALYSIS

7) How effective a role does data relating to customer play in improving quality?
………………………….

8) How effective a role does data relating to products & services performance play in improving
quality? …………………………………

9) How effectively are the needs for seeking competitive comparisons & bench marking data
determined? ……………………..

10) How effectively is this data used for improvements in product & service quality, customer
service & supplier performance? ………………………………….

11) ) How effectively is this analysis used to determine customer related trends to support
reviews decision making & long term planning? ………………………………………
12) How effectively is the company analysis the customer related data aggregated with other
data? ………………………………

3. STRATEGIC QUALITY PLANING

13) How effectively do the company’s business plans for quality & customer satisfaction leadership
consider customer requirements? …………………………………..

14) How effectively are plan needs deployed to work units & suppliers ensuring alignment of work
unit plan & committed resources? ………………………………

15) Do the company’s plans for products, services & markets include quality requirements to
achieve leadership & performance needs? …………………………………………..

16) Do the company’s two to five year projection of quality measures & operational performance
incorporate comparisons with competitors? ……………………………………..

4. HRD AND MANAGEMENT

17) How effectively do the company’s HR plans build in development training empowerment
flexibility & rewards? ………………..

18) How effectively does the company promote ongoing employee contributions to improvement
in quality & operational performance? …………………….

19) How effectively does the companies system of reward measurement for individual & groups?
…………………

20) How effectively are the company’s methods of determining employee satisfaction?
………………………………..

21) How effectively does the company assess needs for quality education &training for
employees? ………………………………………

22) How effectively are the company’s improvements of personal processes such as firing
personnel actions & service to employees? ………………………………..
23) How effectively does the company’s improve employee empowerment responsibility &
innovation? ……………………………

24) How effectively does the company evaluate & improve its quality related education & training?

25) How effectively does the company evaluate its employee performance using employee
participation & employee satisfaction information? ………………………………

5. MANAGEMENT OF PROCESS QUALITY

26) How successfully does the company translate customer requirement s into product & services
design requirements? …………………………………..

27) How successfully does the company determine the cause of out of control variation make
corrections & integrate them into the process? ……………………………..

28) How effectively does the company make use of bench marking information for business &
support service process improvement? …………………………………

29) How effectively does the company communicate its quality requirements to the suppliers?
…………………………..

30) How effective does the company ensure the quality of measurement & the adequately of the
documentation of processes? ………………………….

7 QUALITY & OPERATIONAL RESULTS

31) How effectively does the company use date such as customer loss or gain & product
performance? ……………………

32) How effectively does the company set services standards upon these key quality measures?
………………………..

33) How clearly & simply are these commitments communicated to the customers?
……………………………………

34) How effectively does the company evaluate its measurement scale of determining customer
satisfaction? ……………………………………
35) What level of customer satisfaction for the company’s products & services do the findings
indicate? …………………………………………

36) What level of customer satisfaction for company’s products & services relative to those of
competitors do the findings indicate? ………………………………………………

37) How effectively does the company make use of customer dissatisfaction indicators like
complaints in this improvement process? …………………………………….