Insights to performance excellence 2021-2022 : using the Baldrige framework and other integrated management systems

Cover -- Title Page -- CIP data -- Contents -- Stakeholder Index -- Foreword -- Preface -- Acknowledgments -- Introduction -- Insights to Performance Excellence -- Preface: Organizational Profile -- P.1 ORGANIZATIONAL DESCRIPTION -- P.2 ORGANIZATIONAL SITUATION -- Category 1-Leadership -- 1.1 SENIOR LEADERSHIP -- 1.2 GOVERNANCE AND SOCIETAL CONTRIBUTIONS -- Category 2-Strategy -- 2.1 STRATEGY DEVELOPMENT -- 2.2 STRATEGY IMPLEMENTATION -- Category 3-Customers -- 3.1 CUSTOMER EXPECTATIONS -- 3.2 CUSTOMER ENGAGEMENT -- Category 4-Measurement, Analysis, and Knowledge Management -- 4.1 MEASUREMENT, ANALYSIS, AND IMPROVEMENT OF ORGANIZATIONAL PROCESS PERFORMANCE -- 4.2 INFORMATION AND KNOWLEDGE MANAGEMENT -- Category 5-Workforce -- 5.1 WORKFORCE ENVIRONMENT -- 5.2 WORKFORCE ENGAGEMENT -- Category 6-Operations -- 6.1 WORK PROCESSES -- 6.2 OPERATIONAL EFFECTIVENESS -- Category 7-Results -- 7.1 PRODUCT AND PROCESS RESULTS -- 7.2 CUSTOMER RESULTS -- 7.3 WORKFORCE RESULTS -- 7.4 LEADERSHIP AND GOVERNANCE RESULTS -- 7.5 FINANCIAL, MARKET, AND STRATEGY RESULTS -- Tips on Preparing a Baldrige Award Application -- Scoring System -- Clarifying the Baldrige Scoring Requirements -- From a Culture of Compliance to a Culture of Excellence-Worldwide -- Baldrige-Based Self-Assessments of Organizations and Management Systems -- The Site Visit -- Global Performance Excellence Models: Making a Difference Around the World -- Performance Excellence ProgramBest Practices -- Clarifying Confusing Terms -- Glossary -- References -- Index -- About the Authors.