Managing for Quality and Performance Excellence 9th Edition by James Evans,William Lindsay

Exercise 21

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
• 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 for that criteria category. How might this matrix be used as a self-assessment tool to provide directions for improvement?