The document discusses the Malcolm Baldrige criteria for organizational excellence. It outlines the 7 criteria for assessment: leadership, strategic planning, customer focus, measurement/analysis/knowledge management, workforce focus, operations focus, and business results. Each criterion has multiple factors that are evaluated on a scale or through scores. The document provides details on the scoring breakdown and focus areas for some of the key criteria like leadership, strategic planning, and customer focus.
6. 6
Senior
Leadership
Capacity (70)
Leadership
• Vision, Values, Mission
• Vision and Values
• Promoting Legal and
Ethical Behavior
• Creating Sustainable
Organization
• Communication and Action
• Communication
• Focus on Action
7. 7
Leaders on
Governance
and CSR (50)
Leadership • Organizational Governance
• Governance System
• Performance Evaluation
• Legal and Ethical Behavior
• Legal and Regulatory Behavior
• Ethical Behavior
• CSR
• Social and Ecology Well Being
• Community Support
12. 12
Voice of
Customers
(45)
CUSTOMER • Customer Listening
• Listening to Current
Customers
• Listening to Potential
Customers
• Determination of Customer
Satisfaction and Engagement
• Satisfaction and
Engagement
• Satisfaction Relative to
Competitors
• Dissatisfaction
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