TQM Success Measurement - Holistic Measures to Business Results in Baldrige Assessment Category 7
In my previous article entitled: Process Management - Baldrige Assessment Case Studies for Category 6, I shared about common assessment findings of several companies being assessed by a group of trained and experienced assessors. In this article, I will provide similar findings but on Business Results of the Baldrige Criteria. It is provided in the form of case studies which include Criteria summary as described in year 2001 Baldrige Criteria, assessment findings in terms of Strengths and Area for Improvements.
There are seven categories in the Baldrige Criteria. In this article, I will deal with the bold categories listed below:
Leadership | Strategic Planning | Customer and Market Focus | Information and Analysis | Human Resource Focus | Process Management | Business Results
Criteria Summary Category 7 Business Results
The Business ResultsCategory examines your organizations performance and improvement in key business areas:-\r
- \r
- customer satisfaction \r
- product and service performance \r
- financial and marketplace performance \r
- human resource results \r
- operational performance \r
Common Strengths\r
- \r
- Positive trend on many key results in product and service, financial and operational performance. \r
- Several point for financial and operational performance out-performed competitors \r
- Customer Satisfaction result begins to show positive trend \r
Common Area for Improvement\r
- \r
- Comparative data is not available for many performance indicators. Therefore makes it difficult to estimate its competitive position \r
- Trend on market place performance fluctuates thus unable to measure it success in the market. some key indicators are missing in the tracking eg. customer loyalty etc. \r
- Human Resource Performance is way below target and no indication of improvement \r
In summary, having understood the core value and concepts of Malcolm Baldrige, leaders of company would have a better idea TQM success may be represented by Malcolm Baldrige Assessment. Its assessment report both Strengths and Area for Improvement is a value-added feedback moving forward. This issue of article concludes the seven categories of Baldrige Assessment. More detail of cast studies are available at author\'s website.
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Disclaimer:\r All rights reserved. This article is written by the author based on his practical application experience. All definitions and interpretation of terminology are his point of view and has it has no intention to conflict with experts in similar topic. The author holds no responsibility for the use of this article in any way.
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Free to reprint or re-publish:\r All rights reserved. You are free to reprint or re-publish this article as long as you include my resource box at the end of this article. And ensure that the URL in the resource box remained intact and it is linked to the author\'s website.
About the Author: LM Foong
The author is a trained Assessor in Baldrige style of assessment. He facilitates Baldrige style Assessment workshops and post assessment improvement. He publishes TQM articles, ebooks, case studies, trainer manual and presentation slides. Please visit my Web Site for Baldrige Criteria 2001 and other TQM related matters
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