Something old, something new: a process view of the Baldrige criteria

Abstract

The Malcolm Baldrige National Quality Award Criteria provide key competitive requirements of any business. However, many individuals perceive the criteria as being too complex or impractical to implement. Views the criteria as a basic set of management processes and casts these into the classical framework of managerial roles: planning, organizational, co‐ordinating, directing, and controlling. A sixth category, continuous improvement, extends the classical framework and redefines the role of a manager in the total quality environment.