Exam 10: The Baldrige Framework for Performance Excellence

In 1994,Branch-Smith Printing Division developed a quality plan and began an internal Baldrige assessment process.The most significant opportunity for improvement they recognized was to improve in the _____ area.

Compared to the Baldrige Award,the European Excellence Award places greater emphasis on the _____ category.

In the context of the characteristics of Baldrige Award recipients,organizations that have leadership and governance systems in place measure the performance of their leadership and governance teams-which is not common practice.

In the Baldrige assessment,_____ refers to how a company refines the approach through cycles of evaluation and improvement,encourages breakthrough change to the approach through innovation,and shares refinements with other relevant work units in the organization.

In the context of the criteria for performance excellence,the _____ category provides "real-time" information (measures of progress) for evaluation and improvement of processes and products,in alignment with overall organizational strategy.

Explain how the Baldrige Criteria,ISO 9000:2000,and Six Sigma approach process management.

A fundamental aspect of Six Sigma methodology is identification of CTQ characteristics that are vital to customer satisfaction."CTQ" denotes:

Leadership,strategic planning,and _____ categories represent the "leadership triad."

The Canadian Awards for Business Excellence quality criteria differ significantly in structure from the Baldrige Award Criteria.

National Quality Institute is a nonprofit organization designed to stimulate and support quality-driven innovation within all enterprises and institutions,including business,government,education,and health care in _____.

ISO 9000:2000 is a comprehensive business performance framework.

Six Sigma is based on understanding and improving processes on a project-by-project basis.

AtlantiCare's 5Bs performance excellence framework includes _____.

In the Baldrige Criteria,areas to address that request information on approach or deployment begin with the word "_____."

Broadway Inc.is a leading automobile manufacturer.To achieve customer satisfaction,during the process of producing a product or service,its management continuously gathers information needed by internal customers for process control activities to ensure that the product or service is meeting the critical to quality parameters.The management of Broadway Inc.is said to be following the _____ methodology.

Identify and discuss the key aspects of strategic planning addressed by the Baldrige category of strategic planning.

The Baldrige Criteria are prescriptive in that they specify detailed procedures for achieving quality.

ISO typically focuses on measuring product quality and driving process improvement and cost savings throughout the organization.

In the context of the criteria for performance excellence,the aim of strategy development is to:

AtlantiCare gives managers the tools they need to operate within a leadership environment referred to by the organization as the _____.