Deck 10: The Baldrige Framework for Performance Excellence

Question 1

In the context of the Baldrige Award process,deployment refers to refining the approach through cycles of evaluation and improvement.

Answer 1

False

Question 2

In the first stage of the Baldrige Award process,each application is thoroughly reviewed by approximately seven examiners chosen from among leading professionals in business,education,health care,and nonprofits (all of whom are nonvolunteers).

Answer 2

False

Question 3

In the context of Australian Business Awards,organizations at the Gold Award level should meet Silver recognition plus be able to demonstrate superior performance in at least three of the categories in the framework and also have scored at least 50 percent in each item.

Answer 3

False

Question 4

The Baldrige Criteria are prescriptive in that they specify detailed procedures for achieving quality.

Question 5

In the context of the criteria for performance excellence,the strategic planning category is positioned as the foundation for all other categories in the systems framework that underlies the Baldrige philosophy.

Question 6

The Baldrige Award Criteria form a model for business excellence in any organization,whether large or small.

Question 7

ISO typically focuses on measuring product quality and driving process improvement and cost savings throughout the organization.

Question 8

The criteria for performance excellence consist of a hierarchical set of categories,items,and areas to address.

Question 9

In the Baldrige Criteria,areas to address that request information on approach or deployment begin with the word "what."

Question 10

The vision,values,and mission area to address asks organizations to answer the following question: In creating a sustainable organization,how do senior leaders develop and enhance their leadership skills?

Question 11

The leadership category in the 2011-2012 Baldrige Criteria consists of two examination items: Senior leadership and communication and organizational performance.

Question 12

Over the years,the Baldrige Criteria have been streamlined and simplified; most significantly,the word "quality" was judiciously dropped in the mid-1990s.

Question 13

In the context of the characteristics of Baldrige Award recipients,organizations that have leadership and governance systems in place measure the performance of their leadership and governance teams-which is not common practice.

Question 14

The EFQM framework based on the concept of excellence in corporate social responsibility refers to excellence as exceeding the maximum regulatory framework in which the organization operates and to strive to understand and respond to the expectations of their stakeholders in society.

Question 15

In the context of the criteria for performance excellence,the results category provides "real-time" information for evaluation and improvement of processes and products,in alignment with overall organizational strategy.

Question 16

The Baldrige program creates great value for the U.S.economy.

Question 17

Joseph Juran viewed the Baldrige Award as a competition,which was fundamentally at odds with his teachings.

Question 18

The Performance Excellence Award criteria are based on components of the Malcolm Baldrige National Quality Award,and are geared toward China's unique business environment.

Question 19

The Canadian Awards for Business Excellence quality criteria differ significantly in structure from the Baldrige Award Criteria.

Question 20

ISO 9000:2000 is a comprehensive business performance framework.

Question 21

The criteria for performance excellence for the Malcolm Baldrige Award consist of a hierarchical set of categories,items,and areas to address.Which of the following is NOT one of them?

A)Strategic Planning
B)Workforce Focus
C)Measurement,Analysis,and Knowledge management
D)Return on investment

Question 22

Leadership,strategic planning,and _____ categories represent the "leadership triad."

A)measurement,analysis,and knowledge management
B)Customer Focus
C)Workforce Focus
D)Operations Focus

Question 23

In the Baldrige assessment,_____ refers to the extent to which the approach is applied by a company in addressing item requirements relevant and important to the organization,the approach is applied consistently,and the approach is used by all appropriate work units.

A)strategy
B)deployment
C)results
D)process

Question 24

In the Baldrige assessment,_____ refers to the extent to which a company aligns the approach with organizational needs identified in the Organizational Profile and other process items.

A)learning
B)strategy
C)integration
D)results

Question 25

In 2005,Baldrige introduced the concept of _____-which refers to an organization's ability to address current business needs and to have the agility and strategic management to prepare successfully for the future,and to prepare for real-time or short-term emergencies-into the criteria.

A)sustainability
B)adaptability
C)innovativeness
D)proactivism

Question 26

Six Sigma is based on understanding and improving processes on a project-by-project basis.

Question 27

In the Baldrige assessment,_____ refers to how a company refines the approach through cycles of evaluation and improvement,encourages breakthrough change to the approach through innovation,and shares refinements with other relevant work units in the organization.

A)deployment
B)strategy
C)integration
D)learning

Question 28

The competitive strategy level is where organizational strategy and Six Sigma must align,because it is at this level that the tools of Six Sigma can be most effectively applied.

Question 29

In the context of the criteria for performance excellence,the aim of strategy development is to:

A)ensure that strategies are successfully deployed for goal achievement.
B)guide the organization's process management toward the achievement of key organizational results and strategic objectives.
C)foster high performance,to address core competencies,and to help accomplish action plans and ensure organizational sustainability.
D)strengthen overall performance,competitiveness,and future success.

Question 30

The senior management at Life Inc. ,a pioneer in the health care domain,came up with a blueprint to address the current issues facing the company.This blueprint provides the framework for the company to address the current business needs while giving it the agility and strategic management to prepare successfully for the future,to prepare for real-time or short-term emergencies,and for workforce and customer engagement.Which of the following Baldrige organizational concepts is being used by the company?

A)Managing for innovation
B)Valuing workforce members and partners
C)Sustainability
D)Focus on the future

Question 31

The _____ represent the underlying philosophy of the Baldrige Criteria.

A)Core Values and Concepts
B)basic elements of improvement
C)principles of quality management
D)Quincunx

Question 32

In the Baldrige Criteria,areas to address that request information on approach or deployment begin with the word "_____."

A)how
B)what
C)when
D)why

Question 33

The Malcolm Baldrige Criteria for Performance Excellence consist of how many categories?

A)Four
B)Five
C)Seven
D)Nine

Question 34

Which of the following statements is true of the development of the Baldrige Criteria?

A)The initial set of criteria in 1988 had 20 items with 30 areas to address.
B)The set of criteria in 1997 had 62 items and 278 areas to address.
C)In 1999,the criteria were reworded in a question format.
D)The word "quality" was judiciously included in the mid-1990s.

Question 35

Six Sigma initiatives fulfill in part many of the elements of ISO 9000:2000.

Question 36

Six Sigma can have a significant impact on the cost of quality because of its focus on financial return.

Question 37

In the Baldrige assessment,_____ refers to the methods a company uses to achieve the processes addressed in each category.

A)strategy
B)approach
C)results
D)deployment

Question 38

Six Sigma is not a substitute for continuous improvement.

Question 39

In the context of the criteria for performance excellence,the _____ category provides "real-time" information (measures of progress) for evaluation and improvement of processes and products,in alignment with overall organizational strategy.

A)Operations Focus
B)Results
C)Strategic Planning
D)Measurement,Analysis,and Knowledge Management

Question 40

The Leadership category in the 2011-2012 Baldrige Criteria consists of two examination items: Senior Leadership and _____.

A)Support of Key Communities
B)Governance and Societal Responsibilities
C)Vision,Values,and Mission
D)Communication and Organizational Performance

Question 41

National Quality Institute is a nonprofit organization designed to stimulate and support quality-driven innovation within all enterprises and institutions,including business,government,education,and health care in _____.

A)Australia
B)Canada
C)China
D)the United States

Question 42

The Baldrige Award is a better fit to the national culture of _____ than it is to the United States.

A)Canada
B)China
C)Japan
D)India

Question 43

According to Baldrige Criteria and Deming's 14 points,communication of values,expectations,customer focus,and knowledge as a key area of the Senior Leadership item is discussed under:

A)teach and institute leadership.
B)improve constantly.
C)learn the new philosophy.
D)statement of purpose.

Question 44

Which of the following focuses on measuring product quality and driving process improvement and cost savings throughout the organization?

A)Baldrige Criteria
B)ISO 9000:2000
C)Six Sigma
D)Deming's 14 principles

Question 45

The criteria for the Canadian Awards for Business Excellence are similar in structure to the criteria for the:

A)Deming Prize.
B)American Society for Quality Control Award.
C)Malcolm Baldrige National Quality Award.
D)ISO 9000 Certification Program.

Question 46

Process management activities are:

A)included in the Baldrige and the ISO 9000:2000 standards.
B)included in the Baldrige Criteria but not the ISO 9000:2000 standards.
C)not included in the Baldrige Criteria but are included in the ISO 9000:2000 standards.
D)neither included in the Baldrige Criteria nor the ISO 9000:2000 standards.

Question 47

_____ is probably the most challenging concept for an organization to master in order to receive the Baldrige Award.

A)Entrepreneurism and innovation
B)Work systems and work processes
C)Governance and leadership metrics
D)Achievement in results

Question 48

Which of the following is NOT an objective of state-sponsored quality awards?

A)Providing a forum for information exchange
B)Winning a state award as a prerequisite to apply for the Baldrige Award
C)Encouraging firms to adopt quality and productivity improvement approaches
D)Promoting awareness of productivity and quality

Question 49

After the _____ review process for the Baldrige Award,the Panel of Judges selects potential applicants for site visits.

A)approach
B)consensus
C)site
D)independent

Question 50

In 2001,the China Association for Quality (CAQ) introduced the _____.

A)National Quality Award
B)Mayor's Cup Quality Award
C)Foundation in Business Excellence Award
D)Six Sigma Excellent Organization Award

Question 51

Topline Inc.is a leading supplier of food products to retailers across the U.S.As part of its quality management principle,it focuses on product and service conformity for guaranteeing equity in the marketplace and concentrates on fixing quality system problems and product and service nonconformities,with the key requirement being customer focus.The guidelines for the quality management system followed by Topline are as per the framework of _____.

A)ISO 9000:2000
B)EFQM
C)NQI
D)Six Sigma

Question 52

Of the four levels of awards given in Australia,the _____ recipients will demonstrate Approach and Deployment that are well defined,planned,subject to review,and show evidence of improvement over time.

A)Foundation in Business Excellence Level
B)Bronze Award Level
C)Silver Award Level
D)Gold Award Level

Question 53

Six Sigma is based on understanding and improving processes on a _____ basis.

A)product-by-product
B)department-by-department
C)day-by-day
D)project-by-project

Question 54

Six Sigma projects can be categorized in different levels,based upon their impact on results.Level 1 projects:

A)directly affect operations by avoiding expenditures.
B)result in redeployment of resources inside an organization to increase operating efficiency or productivity.
C)directly affect an organization's profit margin.
D)directly affect operations by increasing the chances of obtaining higher future revenues.

Question 55

Strong Cement is a cement-manufacturing company headquartered in the U.S.As part of its organizational policy,the management establishes,plans,and implements measurement,monitoring,and improvement activities; monitors information about customer satisfaction as a performance metric; and acquires and analyzes data to determine improvement effectiveness.The management is following the guidelines of _____.

A)Six Sigma
B)Baldrige
C)Deming
D)ISO 9000:2000

Question 56

A fundamental aspect of Six Sigma methodology is identification of CTQ characteristics that are vital to customer satisfaction."CTQ" denotes:

A)continuous total quality characteristic.
B)critical to quality characteristic.
C)customer to quote feedback.
D)certain to qualify idea.

Question 57

Which of the following focuses on product and service conformity for guaranteeing equity in the marketplace and concentrates on fixing quality system problems and product and service nonconformities?

A)Baldrige Criteria
B)Six Sigma
C)ISO
D)NQI

Question 58

Cindy Hayes,the CEO of Spurling Inc. ,wants the organization to focus on measuring product quality,driving process improvement,and cost savings throughout the organization.To this end,she makes different teams and provides champions to sponsor projects,provides training resources,and communicates progress and achievements.The entire plan is integrated into the strategic planning process.Project selections are made based on understanding of the financial as well as the nonfinancial benefits to the organization.Cindy Hayes is practicing the _____ methodology to lower the cost of quality because of its focus on the financial return.

A)Six Sigma
B)ISO 9000:2000
C)Baldrige
D)Deming

Question 59

Broadway Inc.is a leading automobile manufacturer.To achieve customer satisfaction,during the process of producing a product or service,its management continuously gathers information needed by internal customers for process control activities to ensure that the product or service is meeting the critical to quality parameters.The management of Broadway Inc.is said to be following the _____ methodology.

A)ISO 9000:2000
B)Six Sigma
C)Baldrige
D)Deming

Question 60

Compared to the Baldrige Award,the European Excellence Award places greater emphasis on the _____ category.

A)impact on society
B)documentation of processes
C)employee training
D)top management's understanding of quality

Question 61

Describe how a Six Sigma project may lead to increase in customer satisfaction.

Question 62

Over a period of three years,BSPD applied for the Baldrige Award.In 2000,the company did not receive a site visit.What were some of the key strengths and outstanding practices the examiners recognized about BSPD?

Question 63

AtlantiCare's 5Bs performance excellence framework includes _____.

A)publicity
B)equity
C)financial performance
D)leadership

Question 64

In 2002,BSPD received a site visit from the examiners and was finally selected as a recipient of the Baldrige Award.Summarize the feedback.

Question 65

AtlantiCare gives managers the tools they need to operate within a leadership environment referred to by the organization as the _____.

A)plan-do-check-act method
B)5Bs framework
C)KBDs
D)tight-loose-tight process (TLT)

Question 66

Identify three quality awards that have been implemented by nations or coalitions outside the United States.Explain their relationship to the Baldrige Award.

Question 67

In the 1990s,New Jersey-based health care provider AtlantiCare built its operations around the concept that:

A)winning a state award is the most important goal.
B)patients are the center of everything.
C)making profits for shareholders is the principal objective.
D)employees are the biggest assets of an organization.

Question 68

AtlantiCare's business units set action plans that relate to strategic challenges identified by AtlantiCare as key to organizational success.Which of the following is a strategic challenge associated with health engagement?

A)Developing new business and care models to support and grow primary care
B)Creating sustainable growth outside of the primary service area
C)Increasing quality of care through clinical communication and transparency
D)Recruiting,training and retaining a highly skilled workforce

Question 69

How does AtlantiCare empower its employees in individual business units?

Question 70

Which of the following statements is true of AtlantiCare?

A)The Home Health Division of AtlantiCare was awarded HomeCare Elite status by OCS Inc.
B)It established the TLT Center in 2006.
C)It established a series of Baldrige Sharing Days exclusively for small organizations that want to travel the same road to improvement.
D)Its efforts resulted in a very high market share due to which there was a decrease in revenues.

Question 71

What are the factors that led to Branch-Smith Printing Division (BSPD) developing the Innovating Excellence model?

Question 72

Explain how the Baldrige Criteria,ISO 9000:2000,and Six Sigma approach process management.

Question 73

In 1994,Branch-Smith Printing Division developed a quality plan and began an internal Baldrige assessment process.The most significant opportunity for improvement they recognized was to improve in the _____ area.

A)employee involvement
B)process management
C)information and knowledge
D)customer focus

Question 74

At orientation,new employees get a crash course in AtlantiCare's improvement methods,as well as a performance excellence framework called the _____.

A)5Bs
B)TLT process
C)PDCA cycle
D)balanced scorecard

Question 75

What was the feedback provided by Baldrige examiners to BSPD when BSPD applied for the top-level award in 1999 and received the Texas Quality Award?

Question 76

What is the performance excellence framework used by AtlantiCare?

Question 77

In the 1990s,New Jersey-based health care provider AtlantiCare adopted the:

A)Baldrige Criteria.
B)plan-do-check-act cycle.
C)5Bs performance excellence framework.
D)the tight-loose-tight process.

Question 78

Identify the category of the Baldrige Criteria that directly relates to focusing on customers.List the examination items associated with this category.Explain the specific management processes that comprise each examination item.

Question 79

In 2000,New Jersey-based health care provider AtlantiCare began implementing _____ to push its performance levels to new heights.

A)the Baldrige Criteria
B)Six Sigma
C)the plan-do-check-act cycle
D)ISO 9000

Question 80

Identify and discuss the key aspects of strategic planning addressed by the Baldrige category of strategic planning.