Год выпуска: 2007 Автор: Mark Graham Brown Издательство: Страниц: 384 ISBN: 1563273640
Описание
Now in its 16th edition, Baldrige Award Winning Quality is the most widely used and recognized book on the Malcolm Baldrige National Quality Award. The 2007 Criteria now includes 18 questions, one for each of the Baldrige Criteria Items. Significant changes in the 2007 edition include a stronger measure on: Leadership - which now includes a focus on performance measures and their use by senior leaders; Measurement, Analysis, and Knowledge - with a focus on the needs for management of information and information technology; Workforce Focus - redesigned around workforce engagement and the workforce environment; Customer and Market Focus - with a focus on the voice of the customer; Process Management - redesigned around work systems, core competencies, and work processes; Strategic Planning - with a focus on innovation, strategic advantages, and resource needs to accomplish strategic objectives; and Results - aligned with the above categories to ensure the measurement...
