1	The Baldrige National Quality Program American Society for Quality Section 0511 9 January 2002
2	Agenda Criteria _{(pgs. 9-28 and 32-44)} Core Values _{(pgs. 1-4)} Lessons Learned Comments, Questions
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4	What do these organizations have in common? Boeing Airlift and Tanker Programs (‘98) The Ritz-Carlton Hotel Company, L.L.C. (‘92&’99) Operations Management International, Inc. (‘00) Solectron Corporation (‘91&’97) Chugach School District (‘01) 3M Dental Products Division (‘97) Veteran’s Health Administration
5	Baldrige Criteria Framework: A Systems Perspective
6	Key Terms Approach Deployment Results Systematic Strategic objectives Alignment Value
7	Category Point Values 1 Leadership 120 2 Strategic Planning 85 3 Customer and Market Focus 85 4 Information and Analysis 90 5 Human Resource Focus 85 6 Process Management 85 7 Business Results 450
8	Organizational Profile
9	Leadership
10	Strategic Planning
11	Customer and Market Focus
12	Information and Analysis
13	Human Resource Focus
14	Process Management
15	Business Results
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17	Core Values
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19	Core Values Visionary Leadership Customer-Driven Excellence Organizational and Personal Learning
20	Core Values Valuing Employees and Partners Agility Focus on the Future Managing for Innovation
21	Core Values Management by Fact Public Responsibility and Citizenship Focus on Results and Creating Value Systems Perspective
22	Lessons Learned BI STMicroelectronics, Inc. - Region Americas Operations Management International, Inc.
23	BI
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35	Some OMI specific lessons… Segregate data Core business vs. total market Industrial customer satisfaction Link, align, focus—Quality as a Business Strategy
36	More OMI specific lessons…
37	More OMI specific lessons… New associate satisfaction Customer feedback frequency Benchmarking/comparative data: Safety Intranet Internally
38	More OMI specific lessons… Document improvement in all areas
39	Future lessons for OMI… Supplier quality Complaint system Design of new processes Use more benchmarking/ comparative data Overcome the “we did that” syndrome
40	Interested in Lessons Learned in Education Come to Quest for Excellence XIV 7-10 April at Marriott Wardman Park Hotel Hear from: Chugach School District, Anchorage, AK Pearl River School District, Pearl River, NY University of Wisconsin-Stout, Menomonie, Wis. Also Clarke American Checks (MFR) and Pal’s Sudden Service (SB)
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