Malcolm Baldrige Quality Award

The award was established by the U.S Congress in 1987 to raise

awareness of quality management and recognize U.S.Companies that

have successfully implemented quality management. The US commerce

departments national institute of standards & technology manages the

award & American society for quality (ASQ) administers it.

Malcolm Baldrige Quality Award

Malcolm Balridge quality award symbolizes the highest standards of

total quality management. The award is evaluated on the basis of seven

sections in attaining global quality standards.These sections are:-

• Leadership

• Information and analysis

• Strategic quality planning

• Human Resource development and management

• Management of process quality

• Quality & operational results

• Customer focus and satisfaction

Malcolm Baldrige Quality Award

There are a total of 1000 points for evaluating these seven sections.

Each section is assigned certain points or weightage for evaluation.The

sections are broadly categorized under three main headings -

1. Driver

2. System &

3. Results

The complete model with points is shown in the following slides.

Balridge Award Model

Management

of process quality (140)

Human Resource

development and

management (150)

Strategic

quality planning (60)

Information and

analysis (75)

System

Quality

& operational

results(180)

Customer

focus and

satisfaction(300)

Leadership (95)

Note: Figures in bracket indicate number of points kept for evaluation ( Total points = 1000 )

Results

Driver

Leadership

• Senior executive leadership 45

• Management for quality 25

• Public responsibility 25

Total 95

Points Criteria

Information & analysis

• Scope & Management of quality & performance data 15

• Competitive comparisons & benchmarking 20

• Analysis & uses of company-level data 40

Total 75

Points Criteria

Strategic quality planning

• Strategic quality & performance planning process 35

• Quality & performance plans 25

Total 60

Points Criteria

HRD & Management

• Human resource planning & management 20

• Employee involvement 40

• Employee education & training 40

• Employee performance & recognition 25

• Employee wellbeing & satisfaction 25

Total 150

Points Criteria

Management of process quality

• Design & introduction of quality products 40

• Product production & delivery processes 35

• Business & support service processes 30

• Supplier quality 20

• Quality assessment 15

Total 140

Points Criteria

Quality & operational results

• Product & service quality results 70

• Company operational results 50

• Business & support services results 25

• Supplier quality results 35

Total 180

Points Criteria

Customer focus & satisfaction

• Current & future customer expectations 35

• Customer relationship management 65

• Commitment to customers 15

• Customer satisfaction determination 30

• Customer satisfaction results 85

• Customer satisfaction comparison 70

Total 300

Points Criteria