Tools and Approaches in Performance Management
Name of Tool or Approach “Baldrige” – Malcolm Baldrige National Quality Award
Provide organizations a set of integrated criteria through which to
Purpose of the
identify strengths and opportunities for improvement.
The criteria are built on Customer-driven excellence
an interrelated set of core Systems perspective
Underlying values or values and concepts. Agility
Focus on the future
principles Visionary leadership Public responsibility and citizenship
on which the Managing for Valuing employees and partners
tool/approach is based innovation Organizational and personal learning
Managing by fact Focus on results and creating value
The Baldrige criteria are the basis for organizational self-assessments
Situations in which the – either conducted internally or through an outside organization such
use of the tool or approach as the Washington State Quality Award.
Strengths of this tool:
The Criteria focus on business results – customer, financial,
human resource, and organization effectiveness
The tool is non-prescriptive and adaptable. (THIS IS HUGE!)
Description of the tool or The criteria support a systems perspective
Solid diagnostic tool – integrated and aligned
the approach – what’s the
process, how does it “fit” This tool is a good feeder into your strategic business process and will
in a performance support with the Priorities of Government exercise as it focuses on
management ‘system’, alignment with goals and results.
how does it ‘work’? Use the tool as an annual self assessment and gauge for progress in
the seven categories. The categories are: leadership, strategic
planning, customer focus, information and analysis, human resource
focus, process management and results.
Organizations will see strengths and opportunities for improvements in
Outcome or result to be each of the seven categories. Even the simple assessments provide
expected from using the good indicators. The full feedback reports provide much more depth.
Get the free criteria off the Internet or request a booklet from the
Resources, training or NIST site (below).
The Washington State Quality Award offers introductory classes to
other support required to the criteria and a self-assessment workshop.
use the tool or approach The IQC web site has the modified version of the assessment tool
effectively and information on how to conduct it.
Seek consultation from peers!
www.nist.gov – is the site where you can access the criteria
For more information….. www.wsqa.net – is the Washington State Quality Award
Local help: Wendy Fraser, Dept of Revenue, 664-3209