Page 59 - The Handbook for Quality Management a Complete Guide to Operational Excellence

46 B u s i n e s s - I n t e g r a t e d Q u a l i t y S y s t e m s A p p r o a c h e s t o Q u a l i t y 47

of U.S. companies, and to publicize successful quality strategies. The Sec-
retary of Commerce and the National Institute of Standards and Technol-
ogy (NIST, formerly the National Bureau of Standards) were given
responsibilities to develop and administer the award with cooperation
and financial support from the private sector.
Awards may be given each year in each of three categories: manufac-
turing companies or subsidiaries; service companies or subsidiaries; and
small businesses. Fewer than two awards may be given in a category if the
high standards of the award program are not met.
Seven areas are examined on a weighted scale, as indicated in Table 3.2.
The weights assigned to each category provide an indication of the relative

Leadership 120
Senior Leadership 70
Governance and Societal Responsibilities 50
Strategic Planning 85
Strategy Development 40
Strategy Implementation 45
Customer Focus 85
Voice of the Customer 45
Customer Engagement 40
Measurement, Analysis, and Knowledge Management 90
Measurement, Analysis, and Improvement of Organizational 45
Performance
Management of Information, Knowledge, and Information Technology 45
Workforce Focus 85
Workforce Environment 40
Workforce Engagement 45
Operations Focus 85
Work Systems 45
Work Processes 40
Results 450
Product and Process Outcomes 120
Customer-Focused Outcomes 90
Workforce-Focused Outcomes 80
Leadership and Governance Outcomes 80
Financial and Market Outcomes 80
TOTAL POINTS 1,000

Table 3.2 Baldrige Scoring Weights

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