Malcolm Baldrige National

Quality Award
 Introduction
• In United States, the organisations such as
business, healthcare, education and non-profit
firms are recognised for their performance
excellence through this BNQA award.
• The department of commerce of United States
established this award in 1987.
• The Baldrige Performance Excellence
programme administers this award.
• It was named after Malcolm Baldrige, who
served as Secretary of States of US for six
years since 1981.
• In 2010, it is renamed as Balridge Performance
Excellence Programme with a view to have
focus on performance excellence.
• Every year, a maximum of 18 awards are given
under six categories such as manufacturing,
small business, service, health care, education
and non-profit organisation.
 Baldrige Criteria
• This criteria aims at performance excellence
which consist of 250 questions.
• This criteria is classified into three versions
which is as follows.
 Criteria for business and non-profits
 Criteria for healthcare
 Criteria for education
Criteria for Performance excellence
• Leadership
• Strategic planning
• Customer and market focus
• Information analysis
• Human resource focus
• Process management
• Business results
• Leadership (125)
Organisation Leadership (85)
Public Responsibility and Citizenship (40)
• Strategic Planning (85)
Strategy Development (40)
Strategy Deployment (45)
• Customer and Market focus Category (85)
Customer and Market Knowledge (40)
Customer satisfaction and
Relationships (45)
• Information Analysis Category (85)
Management of Organisational
Performance (40)
Analysis of Organisational
Performance (45)
• Human Resource Focus Category (45)
Work Systems (35)
Employee Education, Training and
Development (25)
Employee Well-being and Satisfaction
(25)
• Process Management (85)
Product and Service Processes (55)
Support Processes (15)
Supplier and Partnering Processes (15)
• Business Results (450)
Customer Focused Results (115)
Financial and Market Results (115)
Human Resource Results (80)
Supplier and Partner Results (25)
Organisational Effectiveness Results
(115)
 Steps of Effective Baldrige Assessment
• Define the requirements
• Establish the process
• Allocate resources
• Plan the research
• Do the research
• Write the responses
• Refine the assessment
• Evaluate the assessment
• Act on the evaluation
• Plan the next assessment