Quality & Performance Excellence 6th Edition by James Evans

Exercise 35

Create a matrix diagram in which each row is a category of the Baldrige Award criteria and four columns correspond to a level of organizational maturity with respect to quality:
• traditional management practices;
• growing awareness of the importance of quality;
• development of a solid quality management system; and
• outstanding, world-class management practice.
In each cell of the matrix, list two to five characteristics that you would expect to see for a company in each of the four situations above for that criteria category. How might this matrix be used as a self-assessment tool to provide directions for improvement