Baldrige Criteria for Performance Excellence

The Baldrige Criteria for Performance Excellence provide a systems perspective for understanding performance management. They reflect validated, leading-edge management practices against which an organization can measure itself. With their acceptance nationally and internationally as the model for performance excellence, the Criteria represent a common language for communication among organizations for sharing best practices. The Criteria are also the basis for the Malcolm Baldrige National Quality Award process.

The Baldrige performance excellence criteria is a framework that any organization can use to improve overall performance. Seven categories make up the award criteria:

Leadership — Examines how senior executives guide the organization and how the organization addresses its responsibilities to the public and practices good citizenship.

Strategic planning — Examines how the organization sets strategic directions and how it determines key action plans.

Customer and market focus — Examines how the organization determines requirements and expectations of customers and markets; builds relationships with customers; and acquires, satisfies, and retains customers.

Measurement, analysis, and knowledge management — Examines the management, effective use, analysis, and improvement of data and information to support key organization processes and the organization’s performance management system.

Workforce focus — Examines how the organization enables its workforce to develop its full potential and how the workforce is aligned with the organization’s objectives.

Process management — Examines aspects of how key production/delivery and support processes are designed, managed, and improved.

Results — Examines the organization’s performance and improvement in its key business areas: customer satisfaction, financial and marketplace performance, human resources, supplier and partner performance, operational performance, and governance and social responsibility. The category also examines how the organization performs relative to competitors.

1 Leadership 120 

1.1 Senior Leadership 70

1.2 Governance and Social Responsibilities 50 
 

2 Strategic Planning 85

2.1 Strategy Development 40

2.2 Strategy Deployment 45 
 

3 Customer and Market Focus 85 

3.1 Customer and Market Knowledge 40

3.2 Customer Relationships and Satisfaction 45 
 

4 Measurement, Analysis, and Knowledge Management 90 

4.1 Measurement, Analysis, and Improvement of Organizational Performance 45

4.2 Management of Information, Information Technology, and Knowledge 45 
 

5 Workforce Focus 85 

5.1 Workforce Engagement 45

5.2 Workforce Environment 40 
 

6 Process Management 85 

6.1 Work Systems Design 35

6.2 Work Process Management and Improvement 50 
 

7 Business Results 450 

7.1 Product and Service Outcomes 100

7.2 Customer-Focused Outcomes 70

7.3 Financial and Market Outcomes 70

7.4 Workforce-Focused Outcomes 70

7.5 Process Effectiveness Outcomes 70

7.6 Leadership Outcomes 70 
 

TOTAL POINTS 1,000