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Malcolm Baldrige National Quality Award

Baldrige National Quality Program. Malcolm Baldrige National Quality Award. Judges’ Survey Results 2004-2008 & 2009. Topics for Review. Changes to the Survey Response Rates Satisfaction with - Baldrige Approach Feedback Reports Criteria Overall Process.

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Malcolm Baldrige National Quality Award

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  1. Baldrige National Quality Program Malcolm BaldrigeNational Quality Award Judges’ Survey Results 2004-2008 & 2009

  2. Topics for Review • Changes to the Survey • Response Rates • Satisfaction with • - Baldrige Approach • Feedback Reports • Criteria • Overall Process

  3. Issues with Satisfaction Surveys • Too many surveys, too many questions • Employees don’t know how to take corrective action • Scores don’t link to behaviors • Surveys confuse transactions with relationships • Satisfaction surveys dissatisfy customers • -- From The Ultimate Question; • F. Reicheld

  4. Issues with Judge’s Survey • Response rates should be higher • We already know the answer to many of the questions • Confounding results • Don’t currently link results to behaviors • Not enough actionable feedback • Much of the data doesn’t really align with “Customer Engagement”

  5. Potential Changes • Move to a “Net Promoter” like metric • “How likely is that you would recommend X to a friend or colleague?” • Extremely Not at All • Likely Likely • 10 98 76 5 4 3 2 1 0 Promoter Passive Detractor

  6. Potential Changes NPS = % Promoter - % Detractor Select NPS “Stars” Most Recent BNQP “NPS” Harley Davidson 81% Costco 79% 53% SAS 66% Intuit 58% Southwest Air. 51%

  7. MBNQA Judges’ SurveyResponse Rates 34 of 64 48 of 86 55 of 84 56 of 85 55 of 70

  8. Likely to Recommend - Consensus NPS = 69% Overall NPS 63%

  9. Likely to Recommend – Site Visit NPS = 54% Overall NPS 63%

  10. Criteria Relevant – Consensus “NPS” = 71% Overall “NPS” 69%

  11. Criteria Relevant– Site Visit “NPS” = 52% Overall “NPS” 69%

  12. Feedback Report – Consensus “NPS” = 2% Overall “NPS” 5%

  13. Feedback Report – Site Visit Overall “NPS” 5% “NPS” = 15%

  14. Likely to Reapply – Consensus “NPS” = 50%

  15. Overall Satisfaction with Award Process “Top Box” (57%) (41%) (33%) (37%) (42%)

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