Author Description

The Malcolm Baldrige National Quality Award was established to stimulate American organizations to improve quality through a well-conceived and well-defined quality system. Stephen George's book explains how to use that system to manage quality in your organization. It provides a proven path out of the frustrating maze of quality programs, techniques and consulting fads by explaining what Baldrige Quality is and how your company can use the Baldrige Award program to transform your business. What Stephen George shows is that the Baldrige criteria can help you measure and evaluate quality just as you measure and evaluate the accounting or financial health of your organization. You can't manage what you can't measure. This book shows that quality can definitely be managed and measured. The Baldrige Quality System is also a vital insider's guide that describes how to put together a winning Baldrige application. It identifies the steps required to prepare an effective application and clearly explains how applications are reviewed, site visits conducted, and winners selected. Stephen George shows how to use the Baldrige application process to assess your current quality system, benchmark performance against key competitors and world-class standards, integrate proven quality techniques into every business process, communicate a long-term commitment to organization-wide quality, improve relationships with suppliers, and make external and internal customer satisfaction a driving force for positive change.