TITLE : BALDRIGE QUALITY SYSTEM: THE DO-IT-YOURSELF WAY TO TRANSFORM YOUR BUSINESS, THE.

 
Part One The Baldrige System  1
 
Chapter 1 The Baldrige Do-lt-Yourself Kit
The path to quality . . . popularity of the Baldrige criteria . . . an
introduction to this book. . . an introduction to the Baldrige Award
winners . . . response to criticism of the Baldrige Award............9
 
Chapter 2 Improving Your Quality System
The Baldrige system . . . the need  for change . . . benefits of
improving  your quality system . . . the focal point of America's
quality renaissance.................................................19
 
Chapter 3 An American Quality System
Birth of the Baldrige Award program . . . the program's objectives . .
groups involved in the program and what they do . . . how applications
are evaluated . . . the Baldrige scoring guidelines . . . continously
improving
criteria...................................................33
 
Part Two The Baldrige
Categories.....................................53
 
Chapter 4
Leadership.................................................55
The need for quality leadership . . . measuring the quality of your
leadership . . .getting management involved . . . key indicators of
leadership quality. . . management's role in the quality improvement
process . . . public responsibility . . . the next step
 
Chapter 5 Information and Analysis
Management by fact . . . measurement problems of service companies and
small business. . . benchmarking. . . benchmarking models. . . who to
benchmark. . . data analysis.......................................71
 
Chapter 6 Strategic Quality Planning
Integrating stratgic business and quality planning . . . management by
planning (hoshin kanri) . . . quality planning tied to the Baldrige
criteria............................................................83
 
Chapter 7 Human Resource Development and Management
The human resource as a resource . . . effective human resource
strategies . . . aligning HR plans to companygoals . . . employee
involvement . . .training . . . recognition and reward . . .
well-being and
morale..........................................................95
 
Chapter 8 Management of Process Quality and Quality and Operational
Results
Quali T Rap . . . design quality . . . the quality of production and
delivery. . . Six Sigma quality. . . the quality of support services.
. supplier quality. . . quality assessment. . . quality and
operational
results.............................................................10
9
 
Chapter 9 Customer Focus and Satisfaction
The goal of your quality system . . . managing customer relationships
.
customer-contact employees . . . commitments to customers . . .
measuring customer satisfaction . . . anticipating customer needs and
expectations........................................................12
3
 
Part Three A Baldrige
Self-Assessment...............................133
 
Chapter 10 Do-It-Yourself Quality Assessment
Using the criteria to improve. . . the value of case studies . . .
senior management's involvement in the assessment process. . .
translating thecriteria into statements or questions . . . applying
for state and company quality
awards....................................135
 
Chapter 11 Using the Assessment to Improve
Benefits of the application process: involves and motivates people. .
.
provides a proven quality system. . .focuses on customers. . .
assesses
quality . . . demands data . . . provides feedback . . . encourages
sharing . . .stimulates change . . . builds financial
success.......153
 
Chapter 12 Applying to Improve
Why companies write applications. . . major tasks in the application
process . . . the cost of applying. . . seeking outside help . . . how
an application is evaluated . . . integrity of the
process..........167
 
Part Four The Baldrige Application
Process..........................185
 
Chapter 13 Organizing to Apply
The first seven key steps in the application
process................187
 
Chapter 14 Creating the Application
The last seven key steps in the application
process.................205
 
Chapter 15 Acting on the Application
The benefits of a site visit. . . communicating your application . . .
preparingfor a site visit . . . site visit experience . . . the value
of the feedback
report..............................................223
 
Chapter 16 Winning the Baldrige Award
The benefits of winning. . . a closer look at the Baldrige Award
winners . . . spreading the quality
message.........................237
 
Chapter 17 Baldriging Into the Future
Localization of the Baldrige criteria: city, regionat, and state
quality awards . . . international quality awards . . . the Baldrige
Award's place in a national quality movement. . . where to begin...257
 
Appendix A 1992 Malcolm Baldrige National Quality Award
 
Criteria.................................................269
 
Appendix B
Resources................................................295
 
Appendix C After the
Win............................................299