Baldrige User's Guide: Organization Diagnosis, Design, and Transformation, 5th Edition (Updated for 2011 and 2011)

Preface.

Part 1 – Design Concepts.

Part 2 – Organization Context.

Organizational Environment (P.1a).

Organizational Relationships (P.1b).

Competitive Environment (P.2a).

Strategic Context (P.2b).

Performance Improvement System (P.2c).

Part 3 – Organization Systems.

Vision, Values, and Mission (1.1a).

Communication and Organizational Performance (1.1b).

Organizational Governance (1.2a).

Legal and Ethical Behavior (1.2b).

Societal Responsibilities and Support of Key Communities (1.2c).

Strategy Development Process (2.1a).

Strategic Objectives (2.1b).

Action Plan Development and Deployment (2.2a).

Performance Projection (2.2b).

Customer Listening (3.1a)

Determination of Customer Satisfaction and. Engagement (3.1b).

Product Offerings and Customer Support (3.2a).

Building Customer Relationships (3.2b).

Performance Measurement (4.1a).

Performance Analysis and Review (4.1b).

Performance Improvement (4.1c).

Data, Information, and Knowledge Management (4.2a).

Management of Information Resources and Technology (4.2b).

Workforce Capability and Capacity (5.1a).

Workforce Climate (5.1b).

Workforce Performance (5.2a).

Assessment of Workforce Engagement (5.2b).

Workforce and Leader Development (5.2c).

Work System Design (6.1a).

Work System Management (6.1b).

Emergency Readiness (6.1c).

Work Process Design (6.2a).

Work Process Management (6.2b).

Part 4 – Organization Scorecard.

Customer-Focused Product and Process Results (7.1a).

Operational Process Effectiveness Results (7.1b).

Strategy Implementation Results (7.1c).

Customer-Focused Results (7.2a).

Workforce Results (7.3a).

Leadership, Governance and Societal Responsibility Results (7.4a).

Financial and Market Results (7.5a).

Part 5 – The Path to Performance Excellence.

Organization Diagnosis.

Leadership and Management System Design.

Leading Organization Transformation.

Glossary.

References.