Chapter 24 1

Optimism for the Future: Quality Awards and Success Stories

Chapter 24Achieving Quality Through Continual ImprovementClaude W. Burrill / Johannes Ledolter

Published by John Wiley & Sons, Inc., 1999

Prepared by Dr. Tomi Wahlström,

University of Southern Colorado

Chapter 24 2

Quality Awards and Prizes

The Malcolm Baldrige National Quality Award– Promotes awareness and understanding of

the importance of quality improvement – Recognizes companies for outstanding

quality management and achievement– Shares information on successful quality

strategies

Chapter 24 3

MBNQA Categories Leadership Information and analysis Strategic quality planning Human resource development and

management Management of process quality Quality and operational results Customer focus and satisfaction

Chapter 24 4

Other Awards and Prizes

The Deming Prize– Awarded each year to organizations that,

according to the award guidelines, have successfully applied company wide quality control based on statistical quality control

– The European Quality Prize/Award– Response to and similar to MBNQA– Weights some criteria differently than

MBNQA

Chapter 24 5

Quality Successes Ritz-Carlton

– Credo, motto, 3 steps of service Federal Express Corporation

– People, technology, quality ZYTEC Corporation IBM Wisconsin Madison, Wisconsin Eastman Chemical Company

Chapter 24 6

Questions?

Chapter 24 7

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