Foreword
Preface
Introduction
Insights to Performance Excellence
Changes from the 2000 Award Criteria
Organizational Profile
Category 1 : Leadership
Category 2 : Strategic Planning
Category 3 : Customer and Market Focus
Category 4 : Information and Analysis
Category 5 : Human Resource Focus
Category 6 : Process Management
Category 7 : Business Results
Tips on Preparing a Baldrige Award Application
Scoring System
Self-Assessments of Organizations and Management Systems
The Site Visit
Summary of Business Eligibility Categories and Restrictions
Malcolm Baldrige National Quality Award Winners
State Quality Award Contacts
Glossary
Clarifying Confusing Terms
Appendix A : A Global View of Quality
Appendix B : Comparing Baldrige and ISO 9000 : 2000 – A Maturity/Excellence Model Versus a Compliance Model
Appendix C : 2001 Systems Required for Performance Excellence
About the Author
Index
