2004 年美国国家质量奖标准
Baldrige National Quality Program
2004 Criteria for
Performance
Excellence
THE MALCOLM BALDRIGE NATIONAL QUALITY PROGRAM

To: U.S. Business Community
From: Harry S. Hertz, Director
Baldrige National Quality Program
Subject: The Baldrige Challenge

For 16 years, the Baldrige Criteria have been used by thousands of U.S. organizations to stay abreast of ever-increasing competition and to improve performance. For today’s business environment, the Criteria help organizations respond to current challenges: openness and transparency in governance and ethics; the need to create value for customers and the business; and the challenges of rapid innovation and capitalizing on your knowledge assets. Whether your business is small or large, is involved in service or manufacturing, or has one office or multiple sites across the globe, the Criteria provide a valuable framework that can help you plan in an uncertain environment. Use the Criteria to assess performance on a wide range of key business indicators: customer, product and service, financial, human resource, and operational. The Criteria can help you align resources and approaches, such as ISO 9000, Lean Enterprise, Balanced Scorecard, and Six Sigma; improve communication, productivity, and effectiveness; and achieve strategic goals.

How to begin that first Baldrige assessment? Take a few minutes and scan the questions in the Organizational Profile on pages 10–12. A discussion of the answers to these questions might be your first Baldrige assessment. For additional guidance, refer to our free booklet Getting Started with the Baldrige National Quality Program Criteria for Performance Excellence: A Guide to Self-Assessment and Action.

If you are ready to take the full Baldrige challenge, you can perform a self-assessment as an internal improvement effort, or you can use your self-assessment as the basis for an Award application. Assessment against all seven Categories of the Criteria (see pages 13–29) allows you to identify strengths and to address opportunities for improving your processes and results.

Do you need to know what your employees and your managers think? Do you believe you have been making progress but want to accelerate or better focus your efforts? Try using our simple Are We Making Progress? questionnaires. The employee questionnaire, available in English and Spanish, addresses topics from your employees’ perspective, organized by the seven Baldrige Criteria Categories. Compare the results with the perceptions of your managers using our soon-to-be available Are We Making Progress as Leaders? questionnaire. It will help you check your progress toward meeting your organizational goals and will improve communication among your employees and your leadership team.

Even if you don’t expect to win the Baldrige Award, submitting an Award application has valuable benefits. Every applicant receives a detailed feedback report based on an independent, external assessment conducted by a panel of specially trained and recognized experts.

The Criteria are in your hands . . . so is an incredible opportunity. Why not take the challenge? Regardless of your organization’s past success, when you turn these pages, you turn the corner toward performance excellence. If you want more information, contact me at nqp@nist.gov.

Need some useful tools to meet the Baldrige Challenge? Try Using
 Getting Started with the Baldrige National Quality Program
 E-Baldrige Organizational Profile found on our Web site at
www.baldrige.nist.gov/eBaldrige/Step_One.htm
 Are We Making Progress? and soon, Are We Making Progress as Leaders?
Contact the Baldrige National Quality Program or visit our Web site for these and other educational materials.

Baldrige National Quality Program • NIST • Administration Building, Room A600 • 100 Bureau Drive, Stop 1020
Gaithersburg, MD 20899-1020 • Telephone (301) 975-2036 • Fax (301) 948-3716 • E-mail: npq@nist.gov
Web site: www.baldrige.nist.gov

THE QUEST FOR EXCELLENCE
The Quest for Excellence XVI Conference
Each year, The Quest for Excellence, the official conference of the Malcolm Baldrige National Quality Award, provides a forum for Baldrige Award recipients to share their exceptional performance practices with worldwide leaders in business, education, health care, and not-for-profit organizations. The Quest for Excellence XVI will showcase the year 2003 Award recipients.
For the last 15 years, executives, managers, and quality leaders have come to this conference to learn how these role model organizations have achieved performance excellence. CEOs and other leaders from the Award recipient organizations give presentations covering all seven Categories of the Baldrige Criteria, their journey to performance excellence, and their lessons learned. At this three-day conference designed to maximize learning and networking opportunities, attendees will be able to interact with Award recipients.
The Quest for Excellence XVI Conference will be held March 28–31, 2004, at the Marriott Wardman Park Hotel in Washington, DC. For further information, contact the Baldrige Program by mail: Baldrige National Quality Program, NIST, Administration Building, Room A600, 100 Bureau Drive, Stop 1020, Gaithersburg, MD 20899-1020; telephone: (301) 975-2036; fax: (301) 948-3716; or e-mail: nqp@nist.gov. For a general overview of the Baldrige National Quality Program, visit its Web site: www.baldrige.nist.gov.
The Malcolm Baldrige National Quality Award
The Award crystal, composed of two solid crystal prismatic forms, stands 14 inches tall. The crystal is held in a base of black anodized aluminum with the Award recipient’s name engraved on the base. A 22-karat gold-plated medallion is captured in the front section of the crystal. The medal bears the inscriptions “Malcolm Baldrige National Quality Award” and “The Quest for Excellence” on one side and the Presidential Seal on the other.
The President of the United States traditionally presents the Awards at a special ceremony in Washington, DC.


The Malcolm Baldrige National Quality Award logo and the phrases “The Quest for Excellence” and “Performance Excellence” are trademarks and service marks of the National Institute of Standards and Technology.



CONTENTS
2004 Criteria: Core Values, Concepts, and Framework
Key Characteristics of the Criteria
Changes from the 2003 Criteria
2004 Criteria for Performance Excellence—Item Listing
2004 Criteria for Performance Excellence
Preface: Organizational Profile
1 Leadership
2 Strategic Planning
3 Customer and Market Focus
4 Measurement, Analysis, and Knowledge Management
5 Human Resource Focus
6 Process Management
7 Business Results
Glossary of Key Terms
2004 Criteria: Category and Item Descriptions
Scoring System
Scoring Guidelines
2004 Criteria Response Guidelines
Applying for the Malcolm Baldrige National Quality Award
Fees for the 2004 Award Cycle
Summary of Business Eligibility Categories and Restrictions
How to Order Copies of Baldrige Program Materials
Index of Key Terms


Education and health care organizations should use the appropriate Criteria
booklets for their respective sectors. See pages 66–67 for ordering information.


If you plan to apply for the Award in 2004, you also will need the booklet Baldrige Award
Application Forms. Ordering instructions are given on page 66.

The first step in the Award application process is to provide the Eligibility Certification
Package, which is due April 13, 2004. If you would like to recommend a senior member of
your organization for the Board of Examiners, the package is due March 12, 2004.

Award Application Packages are due May 27, 2004, or May 13, 2004, if submitted on CD.

We are easy to reach. Our Web site is www.baldrige.nist.gov.


2004 CRITERIA: CORE VALUES, CONCEPTS, AND FRAMEWORK
Criteria Purposes
The Criteria are the basis for organizational self-assessments, for making Awards, and for giving feedback to applicants. In addition, the Criteria have three important roles in strengthening U.S. competitiveness:
 to help improve organizational performance practices, capabilities, and results
 to facilitate communication and sharing of best practices information among U.S. organizations of all types
 to serve as a working tool for understanding and managing performance and for guiding organizational planning and opportunities for learning
Criteria for Performance Excellence Goals
The Criteria are designed to help organizations use an integrated approach to organizational performance management that results in
 delivery of ever-improving value to customers, contributing to marketplace success
 improvement of overall organizational effectiveness and capabilities
 organizational and personal learning

2004 年美国国家质量奖标准