美国国家质量奖评价标准

APublic-PrivatePartnershipBuildingactivepartnershipsintheprivatesector—andbetweentheprivatesectorandalllevelsofgovernment—isfundamentaltothesuccessoftheBaldrigeNationalQualityPrograminimprovingnationalcompetitiveness.Private-sectorsupportfortheProgramintheformoffunds,volunteerefforts,andparticipationininformationtransfercontinuestogrow.Toensurethecontinuedgrowthandsuccessofthesepartnerships,eachofthefollowingorganizationsplaysanimportantrole.FoundationfortheMalcolmBaldrigeNationalQualityAwardTheFoundationfortheMalcolmBaldrigeNationalQualityAwardwascreatedtofosterthesuccessoftheProgram.TheFoundation’smainobjectiveistoraisefundstoper-manentlyendowtheAwardProgram.ProminentleadersfromU.S.organizationsserveasFoundationTrusteestoensurethattheFoundation’sobjectivesareaccomplished.AbroadcrosssectionoforganizationsthroughouttheUnitedStatesprovidesfinancialsupporttotheFoundation.NationalInstituteofStandardsandTechnologyTheU.S.DepartmentofCommerceisresponsiblefortheBaldrigeNationalQualityProgramandtheAward.TheNationalInstituteofStandardsandTechnology(NIST),anagencyoftheDepartment’sTechnologyAdministration,managestheBaldrigeProgram.NISTpromotesU.S.economicgrowthbyworkingwithindustrytodevelopanddeliverthehigh-qualitymeasurementtools,data,andservicesnecessaryforthenation’stechnologyinfrastructure.NISTalsoparticipatesinaunique,government/privatesectorpartnershiptoacceleratethedevelopmentofhigh-risktechnologiesthatpromisesignificantcommercialandeconomicbenefits.Throughanetworkoftechnologyextensioncentersandfieldofficesservingall50statesandPuertoRico,NISThelpssmall-andmedium-sizedbusi-nessesaccesstheinformationandexpertisetheyneedtoimprovetheircompetitivenessintheglobalmarketplace.AmericanSocietyforQualityTheAmericanSocietyforQuality(ASQ)assistsinadminis-teringtheAwardProgramundercontracttoNIST.ASQisdedicatedtotheongoingdevelopment,advancement,andpromotionofqualityconcepts,principles,andtechniques.ASQstrivestobetheworld’srecognizedchampionandleadingauthorityonallissuesrelatedtoquality.ASQrecognizesthatcontinuousqualityimprovementwillhelpthefavorablepositioningofAmericangoodsandservicesintheinternationalmarketplace.BoardofOverseersTheBoardofOverseersadvisestheDepartmentofCom-merceontheBaldrigeNationalQualityProgram.TheboardisappointedbytheSecretaryofCommerceandconsistsofdistinguishedleadersfromallsectorsoftheU.S.economy.TheBoardofOverseersevaluatesallaspectsofthePro-gram,includingtheadequacyoftheCriteriaandprocessesfordeterminingAwardrecipients.Animportantpartoftheboard’sresponsibilityistoassesshowwelltheProgramisservingthenationalinterest.Accordingly,theboardmakesrecommendationstotheSecretaryofCommerceandtotheDirectorofNISTregardingchangesandimprovementsintheProgram.BoardofExaminersTheBoardofExaminersevaluatesAwardapplicationsandpreparesfeedbackreports.ThePanelofJudges,partoftheBoardofExaminers,makesAwardrecommendationstotheDirectorofNIST.TheboardconsistsofleadingU.S.business,education,andhealthcareexperts.NISTselectsmembersthroughacompetitiveapplicationprocess.For2003,theboardconsistsofabout400members.Ofthese,9(whoareappointedbytheSecretaryofCommerce)serveasJudges,andapproximately75serveasSeniorExaminers.TheremainderserveasExaminers.AllmembersoftheboardmusttakepartinanExaminerpreparationcourse.Inadditiontoreviewingapplications,boardmembersplayasignificantroleinsharinginformationabouttheBaldrigeProgram.Theirmembershipinhundredsofprofessional,trade,community,andstateorganizationshelpsthemdis-seminatethisinformation.AwardRecipientsAwardrecipientsarerequiredtoshareinformationontheirsuccessfulperformanceandqualitystrategieswithotherU.S.organizations.However,recipientsarenotrequiredtoshareproprietaryinformation,evenifsuchinformationwaspartoftheirAwardapplication.TheprincipalmechanismforsharinginformationistheannualQuestforExcellenceConference.Awardrecipientsinthe15yearsoftheAwardhavebeenextremelygenerousintheircommitmenttoimprovingU.S.competitivenessandfurtheringtheU.S.pursuitofper-formanceexcellence.Theyhavesharedinformationwithhundredsofthousandsofcompanies,educationinstitutions,healthcareorganizations,governmentagencies,andothers.ThissharingfarexceedsexpectationsandProgramrequire-ments.Awardrecipients’effortshaveencouragedmanyotherorganizationsinallsectorsoftheU.S.economytoundertaketheirownperformanceimprovementefforts.THEMALCOLMBALDRIGENATIONALQUALITYAWARDPROGRAMBaldrigeNationalQualityProgramNationalInstituteofStandardsandTechnology•TechnologyAdministration•DepartmentofCommerceTo:U.S.BusinessCommunityFrom:HarryS.Hertz,DirectorBaldrigeNationalQualityProgramSubject:AnUpdatedBaldrigeChallengeFor15years,theBaldrigeCriteriahavebeenusedbythousandsofU.S.organizationstostayabreastofever-increasingcompetitionandtoimproveperformance.Fortoday’sbusinessenvironment,theCriteriahavebeenupdatedtohelporganizationsrespondtocurrentchallenges:opennessandtransparencyingovernanceandethics;theneedtocreatevalueforcustomersandthebusiness;andthechallengesofrapidinnovationandcapitalizingonyourknowledgeassets.Whetheryourbusinessissmallorlarge,isinvolve