In my previous article entitled: Market and Customer focus - Baldrige Assessment Case Studies for Category 3, I shared about common assessment findings of several companies being assessed by a group of trained and experienced assessors. In this article, I will provide similar findings but on Information and Analysis, of the Baldrige Criteria. It is provided in the form of case studies which include Criteria summary as described in year 2001 Baldrige Criteria, assessment findings in terms of Strengths and Area for Improvements.

There are seven categories in the Baldrige Criteria. In this article, I will deal with the bold categories listed below:-

Leadership | Strategic Planning | Customer and Market Focus | Information and Analysis | Human Resource Focus | Process Management | Business Results

Criteria Summary Information and Analysis
The Information and Analysis Category examines your organizations information management and performance measurement systems and how your organization analyzes performance data and information.

4.1) Measurement and Analysis of Organizational Performance
Describe how your organization provides effective performance management systems for measuring, analyzing, aligning, and improving performance at all levels and in all parts of your organization

4.2) Information Management
Describe how your organization ensures the quality and availability of needed data and information for employees, suppliers/partners, and customers.

Common Strengths

1. Key Performance Indicators (KPI) at company level are well established and track regularly in various forum with Shareholder, Senior Leaders and Management team. Data are analysis using various tools for decision making.
2. Company level KPI are communicated to all departments using the Tree Diagram as a communication and alignment tools. At departmental level, key personnel are involved to set targets for the departmental measures and target.
3. Key information and data are made available to all departmental heads as well as at strategic location to enable decision making

1. Benchmark data is lacking for most company and departmental level for comparison of performance. Target set for each KPI are available but is unable to keep up the pace of improvement needed
2. Deviation of performance level for some departmental level measures and target are not well communication across other department such that actions are not repeated
3. Data analysis on operational indicators are not well managed to synergize improvement effort across the organization

In summary, having understood the core value and concepts of Malcolm Baldrige, leaders of company would have a better idea TQM success may be represented by Malcolm Baldrige Assessment. Its assessment report both Strengths and Area for Improvement is a value-added feedback moving forward. My next article will share some case studies on assessment of several companies in Human Resource Focus - Category 5

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