年美国国家质量奖标准.DOC

Baldrige National Quality Program

2004 Criteria for

Performance

Excellence

THE MALCOLM BALDRIGE NATIONAL QUALITY PROGRAM

To: U.S. Business Community

From: Harry S. Hertz, Director

Baldrige National Quality Program

Subject: The Baldrige Challenge

and transparency in governance and ethics; the need to

create value for customers and the business; and the

challenges of rapid innovation and capitalizing on your

knowledge assets. Whether your business is small or

large, is involved in service or manufacturing, or has

one office or multiple sites across the globe, the

Criteria provide a valuable framework that can help you

plan in an uncertain environment. Use the Criteria to

assess performance on a wide range of key business

indicators: customer, product and service, financial,

human resource, and operational. The Criteria can help

Profile on pages 10–12. A discussion of the answers to

these questions might be your first Baldrige assessment.

For additional guidance, refer to our free booklet

Getting Started with the Baldrige National Quality

Program Criteria for Performance Excellence: A Guide to

Self-Assessment and Action

.

If you are ready to take the full Baldrige challenge,

you can perform a self-assessment as an internal

improvement effort, or you can use your self-assessment

as the basis for an Award application. Assessment

against all seven Categories of the Criteria (see pages

13–29) allows you to identify strengths and to address

efforts? Try using our simple

Are We Making Progress?

questionnaires. The employee questionnaire, available

employees’ perspective, organized by the seven

Baldrige Criteria Categories. Compare the results with

the perceptions of your managers using our soon-to-be

available

Are We Making Progress as Leaders?

questionnaire. It will help you check your progress

toward meeting your organizational goals and will

improve communication among your employees and your

leadership team.

Every applicant receives a detailed feedback report

The Criteria are in your hands . . . so is an

incredible opportunity. Why not take the challenge?

Regardless of your organization’s past success, when

you turn these pages, you turn the corner toward

performance excellence. If you want more information,

contact me at nqp@nist.gov.