Sustaining Total Quality Achieving Performance Excellence Using the Baldrige Award Criteria

by Marton, Robert J.

• ISBN13: 9780865876101
• ISBN10: 086587610X
• Format: Hardcover
• Copyright: 1999-11-01
• Publisher: Government Institutes

Summary

Using the Malcolm Baldrige National Quality Award framework as its foundation, this practical handbook examines the relationship between Total Quality and actual business performance and explains how to build high-performing, results-oriented organizations. Readers will learn how to maintain the on-going quality process by focusing on leadership systems, strategic planning, customer relationships, information and analysis, human resource development, process management, and supplier partnerships.

Author Biography

Robert J. Marton is a Quality Manager and organization development professional with AlliedSignal

Table of Contents

Sustained Total Quality Does Not Fail	1	(12)
The Leadership System Drives the Organization	13	(10)
Plan for the Future	23	(8)
Listen to the Customer's Voice	31	(12)
Continuous Learning and Improvement	43	(14)
Benchmarking for Breakthrough Learning	57	(10)
Assessing Progress---Putting it all Together and Keeping it Going	67	(12)
Respect People	79	(18)
Drive Results to the Bottom Line	97	(4)
Appendix A Frequently Asked Questions and Answers about the Malcolm Baldrige National Quality Award	101	(8)
Appendix B Baldrige Award 1999 Criteria for Performance Excellence	109	(34)
Appendix C Writing Vision and Mission Statements and Clarifying Values	143	(6)
Appendix D State and Local Quality Awards	149	(14)
Appendix E Baldrige Index Stock Study	163	(4)
Appendix F Sustained Total Quality in the Federal Government---National Partnership for Reinventing the Government	167	(4)
Appendix G Detailed Instructions for Conducting a Comprehensive Team Baldrige Assessment	171	(34)
Glossary	205	(4)
Works Cited	209	(4)
Index	213