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Baldrige National Quality Program. Criteria for Performance Excellence. Seven Categories of the Business/Nonprofit Criteria. Leadership Strategic Planning Customer Focus Measurement, Analysis, and Knowledge Management Workforce Focus Process Management Results.

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baldrige national quality program

BaldrigeNational Quality Program

Criteria for Performance Excellence

seven categories of the business nonprofit criteria
Seven Categories of the Business/Nonprofit Criteria
  • Leadership
  • Strategic Planning
  • Customer Focus
  • Measurement, Analysis, and Knowledge Management
  • Workforce Focus
  • Process Management
  • Results
core values and concepts
Core Values and Concepts
  • Visionary Leadership
  • Customer-Driven Excellence
  • Organizational and Personal Learning
core values and concepts5
Core Values and Concepts
  • Valuing Workforce Members and Partners
  • Agility
  • Focus on the Future
  • Managing for Innovation
core values and concepts6
Core Values and Concepts
  • Management by Fact
  • Societal Responsibility
  • Focus on Results and Creating Value
  • Systems Perspective



Baldrige National Quality Program

Baldrige National Quality Program

organizational profile
Organizational Profile

P.1 Organizational Description

P.2 Organizational Situation

  • Starting point for self-assessment and application preparation
  • Basis for early action planning
category point values
Category Point Values

1 Leadership 120

2 Strategic Planning 85

3 Customer Focus 85

4 Measurement, Analysis, and

Knowledge Management 90

5 Workforce Focus 85

6 Process Management 85

7 Results 450



1. Leadership (120 pts.)

Addresses Senior Leaders’ Actions, Governance, and Societal Responsibilities

1.1 Senior Leadership (70 pts.)

1.2 Governance and Societal Responsibilities (50 pts.)


2. Strategic Planning (85 pts.)

Addresses Strategic and Action Planning and Deployment of Plans

2.1 Strategy Development (40 pts.)

2.2 Strategy Deployment (45 pts.)


3.Customer Focus (85 pts.)

Addresses How an Organization Engages its Customers and Listens to the Voice of the Customer

3.1 Customer Engagement (40 pts.)

3.2 Voice of the Customer (45 pts.)


4. Measurement, Analysis, and Knowledge Management (90 pts.)

Addresses Analysis, Review, and Improvement of Organizational Performance and Management of Data, Knowledge, and Information Resources

4.1 Measurement, Analysis, and Improvement of Organizational Performance (45 pts.)

4.2 Management of Information, Knowledge, and Information Technology (45 pts.)


5. Workforce Focus (85 pts.)

Addresses How an Organization Engages, Develops, and Manages Its Workforce and Buildsan Effective Workforce Environment

5.1 Workforce Engagement (45 pts.)

5.2 Workforce Environment (40 pts.)


6. Process Management (85 pts.)

Addresses How an Organization Designs Its WorkSystems; Prepares for Emergencies; and Designs, Manages, and Improves Its Work Processes

6.1 Work Systems (35 pts.)

6.2 Work Processes (50 pts.)


7. Results (450 pts.)

Addresses an Organization’s Performance and Improvement in Key Areas and Includes Current Performance Levels, Trends, and Comparative Data

7.1 Product Outcomes (100 pts.)

7.2 Customer-Focused Outcomes (70 pts.)

7.3 Financial and Market Outcomes (70 pts.)

7.4 Workforce-Focused Outcomes (70 pts.)

7.5 Process Effectiveness Outcomes (70 pts.)

7.6 Leadership Outcomes (70 pts.)

2008 award recipients
2008 Award Recipients

The economic environment is difficult for Cargill Corn Milling, as it is difficult for many manufacturing companies today. But the reality is that by utilizing the processes and tools that we’ve learned from Baldrige, we’re able to not only meet these challenges but actually excel in them.

—Alan Willets, President and Business Unit Leader, Cargill Corn Milling, Wayzata, Minnesota

We’ve got lessons learned that are saving people lives because we participated in the Baldrige process.

—Rulon Stacey, President, Poudre Valley Health System, Fort Collins, Colorado

The great thing about Baldrige—we’re already getting applications from outside of the state, from people who want to come work in a Baldrige-winning school system.

—Dr. Terry Holliday, (Former) Superintendent, Iredell-Statesville Schools, North Carolina

resources for more information
Resources for More Information
  • Most Baldrige National Quality Program (BNQP) documents are available both in printed form and on the BNQP Web site.
  • To obtain these documents, call (301) 975-2036; send an e-mail to; or visit