Using the Baldrige Criteria for Self Assessment of Your TQM Program, 1994 Process & Product Quality Conference Proceedings

A. H. Jaehn

The greatest strength and surest benefit of the United States Malcom Baldridge National Quality Award is using the criteria to self assess your Total Quality Management efforts.

The 1994 criteria comprises 28 examination items distributed among seven categories. These are: (1) Leadership: (2) Information and Analysis (3) Strategic Quality Planning (4) Human Resource Development and Management (5) Management of process Quality (6) Quality and Operational Results; and (7) Customer Focus and Satisfaction. A self-assessment addresses all items in all categories.

A great deal of confusion exists regarding the relationship of the Baldridge criteria with the ISO 9000 Series Standards. The focus of the Baldridge criteria is one of enhancing competitiveness through ever improving value to customers and improving operational performance. The focus of ISO 9000 registration is conformity f documented practices in the registrants quality system. Its main purpose is to facilitate trade. ISO 9000 registration covers less than 10% of the scope of the Baldridge criteria. Some of the factors not addressed in ISO 9000 include customer focus, continuous improvement, cycle time reduction, human resource development and public responsibility.

A U.S. General Accounting Office study reported that companies have adopted the Baldridge criteria in the TQM program have achieved better employee relations, higher productivity, greater customer satisfaction, increased market share and improved profitability.