Baldrige National Quality Program

1. Baldrige National Quality Program BaldrigeNational Quality Program Health Care Criteria for Performance Excellence

2. Seven Categories of the Health Care Criteria • Leadership • Strategic Planning • Customer Focus • Measurement, Analysis, and Knowledge Management • Workforce Focus • Process Management • Results

4. Core Values and Concepts • Visionary Leadership • Patient-Focused Excellence • Organizational and Personal Learning

5. Core Values and Concepts • Valuing Workforce Members and Partners • Agility • Focus on the Future • Managing for Innovation

6. Core Values and Concepts • Management by Fact • Societal Responsibility and Community Health • Focus on Results and Creating Value • Systems Perspective

7. Baldrige Health Care Criteria Framework: A Systems Perspective

8. Item Format

9. Steps Toward Mature Processes

10. 2009 Baldrige National Quality Program

11. Organizational Profile P.1 Organizational Description P.2 Organizational Situation • Starting point for self-assessment and application preparation • Basis for early action planning

12. Category Point Values 1 Leadership 120 2 Strategic Planning 85 3 Customer Focus 85 4 Measurement, Analysis, and Knowledge Management 90 5 Workforce Focus 85 6 Process Management 85 7 Results 450 TOTAL POINTS 1,000

13. 1. Leadership (120 pts.) Addresses Senior Leaders’ Actions, Governance, and Societal Responsibilities 1.1 Senior Leadership (70 pts.) 1.2 Governance and Societal Responsibilities (50 pts.)

14. 2. Strategic Planning (85 pts.) Addresses Strategic and Action Planning and Deployment of Plans 2.1 Strategy Development (40 pts.) 2.2 Strategy Deployment (45 pts.)

15. 3. Customer Focus (85 pts.) Addresses How an Organization Engages Its Customers and Listens to the Voice of the Customer 3.1 Customer Engagement (40 pts.) 3.2 Voice of the Customer (45 pts.)

16. 4. Measurement, Analysis, and Knowledge Management (90 pts.) Addresses Analysis, Review, and Improvement of Organizational Performance and Management of Data, Knowledge, and Information Resources 4.1 Measurement, Analysis, and Improvement of Organizational Performance (45 pts.) 4.2 Management of Information, Knowledge, and Information Technology (45 pts.)

17. 5. Workforce Focus (85 pts.) Addresses How an Organization Engages, Develops, and Manages Its Workforce and Buildsan Effective Workforce Environment 5.1 Workforce Engagement (45 pts.) 5.2 Workforce Environment (40 pts.)

18. 6. Process Management (85 pts.) Addresses How an Organization Designs Its Work Systems; Prepares for Emergencies; and Designs, Manages, and Improves Its Work Processes 6.1 Work Systems (35 pts.) 6.2 Work Processes (50 pts.)

19. 7. Results (450 pts.) Addresses an Organization’s Performance and Improvement in Key Areas and Includes Current Performance Levels, Trends, and Comparative Data 7.1 Health Care Outcomes (100 pts.) 7.2 Customer-Focused Outcomes (70 pts.) 7.3 Financial and Market Outcomes (70 pts.) 7.4 Workforce-Focused Outcomes (70 pts.) 7.5 Process Effectiveness Outcomes (70 pts.) 7.6 Leadership Outcomes (70 pts.)

20. 2008 Award Recipients We’ve got lessons learned that are saving people lives because we participated in the Baldrige process. —Rulon Stacey, President, Poudre Valley Health System, Fort Collins, Colorado The economic environment is difficult for Cargill Corn Milling, as it is difficult for many manufacturing companies today. But the reality is that by utilizing the processes and tools that we’ve learned from Baldrige, we’re able to not only meet these challenges but actually excel in them. —Alan Willets, President and Business Unit Leader, Cargill Corn Milling, Wayzata, Minnesota The great thing about Baldrige—we’re already getting applications from outside of the state, from people who want to come work in a Baldrige-winning school system. —Dr. Terry Holliday, (Former) Superintendent, Iredell-Statesville Schools, North Carolina

21. Resources for More Information • Most Baldrige National Quality Program (BNQP) documents are available both in printed form and on the BNQP Web site. • To obtain these documents, call (301) 975-2036, e-mail baldrige@nist.gov, orvisit www.nist.gov/baldrige.