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Syllabus H. Innovation, Performance Excellence & Change Management H4. Enabling Success: Performance Excellence

H4a. The Baldrige Model

The Baldrige Criteria

The Baldrige Criteria for Performance Excellence is a framework for improving performance and achieve excellence.

It helps the organisation find its own strengths (and areas for improvement), and prioritises those which sustain the organisation

It can be used by not-for-profit organisations too

The framework uses core values and concepts which are found in high-performing organisations:

Visionary leadership

Focus on success

Ethics and transparency

Societal responsibility

Organisational learning and agility

Valuing people

Customer-focussed excellence

Delivering value and results

Management by fact: an emphasis on feedback, and a fact-based, knowledge-driven system for improving performance and competitiveness

Elements of the Baldrige Assessment

Organisational profile:

The organisation describes what is important to it — its operating environment, competitive environment, key relationships.

  1. Leadership

    Leaders set direction and expectations. Areas looked at are:

    The role of senior leadership
    Governance and social responsibilities

  2. Strategy

    This focuses on:

    Strategy development
    Strategy implementation

  3. Customers

    Needs of customers must be met

    It focuses on:

    Listening to the customer
    Customer engagement

  4. Measurement, Analysis and Knowledge Management

    Feedback (measurement) is vital

    The focus here is on:
    Measurement, analysis and improvement of organisational performance
    Knowledge, management, information and information technology (IT)

  5. Workforce

    Skilled and Motivated staff are vital

    'Workforce' focuses on:
    Working environment
    Workforce engagement

  6. Operations

    Efficient and effective processes are vital 

    'Operations' focuses on:
    Work processes
    Operational effectiveness

Results (compared to other organisations, and over time)

As well as assessing each criteria individually, the framework also highlights the importance of integration between each other in delivering results

This means excellence across the ENTIRE organisation, not the individual criteria resulting in better financial results; satisfied,
loyal customers; improved products and services; and an engaged workforce.

The Criteria are evaluated against the following 4 Dimensions

  1. Approach 

    How is work done? How effective are its key approaches?

  2. Deployment  

    How consistently are key processes used in relevant parts of the organisation?

  3. Learning 

    How improved are the key approaches? 
    How have these been shared?
    What is the potential for innovation?

  4. Integration  

    Are approaches aligned to needs? 
    Are processes / targets harmonised?

Results are also evaluated across 4 dimensions:

  1. Levels  

    What is the current performance level?

  2. Trends  

    Are results in this aspect of performance improving?

  3. Comparisons  

    How does performance compare with others, or against benchmarks/targets?

  4. Integration  

    Are results tracked and do they consider key stakeholder needs?
    Are performance tracking results used in decision making?