Mark Graham Brown has been consulting
with major corporations and government
organizations on measuring and improving
performance for more than 25 years. His
clients include all branches of the U.S.
military, as well as many federal and state
government organizations. Corporate
clients include: Bose, Medtronic, Bank of
America, Bechtel, Northrop Grumman,
and Raytheon. He has had his own con-
sulting practice since 1990. Prior to
starting his own firm, he was a principal in the Chicago firm of
Svenson & Wallace and was the manager of a group of consultants
for Creative Universal in Detroit. In addition, he teaches public
workshops on performance metrics in the U.S. and Europe for the
Institute for Management Studies and holds a master’s degree in
Brown is the author of The Pocket Guide to the Baldrige Award
Criteria; Keeping Score—Using the Right Metrics to Drive World-Class
Performance; Winning Score—How to Design and Implement
Organizational Scorecards; Get It, Set It, Move It, Prove It—60 Ways to
Get Real Results in Your Organization; and Beyond the Balanced
Scorecard: Improving Business Intelligence with Analytics.
How to Interpret the Baldrige Criteria for Performance Excellence (Eighteenth Edition)
Now in its 18th edition, Baldrige Award Winning Quality is the most widely used and recognized book on Malcolm Baldrige National
Quality Award. e book gives readers a simple and comprehensive resource for understanding the nation's leading business performance
award. is denitive reference for helping companies achieve world-class results is the only book on the Baldrige criteria to detail, in
simple and straightforward language, every category, examination item, and area to address.
e book guides a company through all stages in the process. From understanding the scoring system to preparing for a site visit,
Baldrige Award Winning Quality provides a comprehensive plan for any type of company.
Oering detailed explanations of each of the 17 Examination Items and the 36 “Areas to Address” that compose the seven major categories,
this classic guide reveals what examiners look for in each area and suggests what to include. It also discusses:
• Criteria of leadership and the role of senior management
in the award process.
• Importance of a long-and-short-term strategic plan.
• Where and how to satisfy the requirements for
demonstrating eective “process” and “results.”
• List of state award programs based on the Baldrige criteria.
• Core values and themes that underlie the award.
• How to avoid common mistakes when completing the application.
• “Rules” to use when preparing graphics and charts.
• How to weigh the importance of the 36 Areas to Address.
• e signicance of the Baldrige scoring scale and its role.
in achieving performance excellence.
e book includes a chapter on Preparing for a Site Visit, providing a clear and concise explanation on how to prepare for a site visit from
the board of examiners. It details each facet of the site visit, its purpose, what a Baldrige examiner looks for, and the questions typically
asked during the visit.
“Our members and applicants rely heavily on Mark Graham
Brown’s book to help them implement the most current
Baldrige Award criteria. is book is a ‘must’ for anyone who is
serious about achieving performance excellence.”
PRESIDENT, CALIFORNIA QUALITY AWARDS
“Baldrige Award Winning Quality by Mark Graham Brown
provides insight into what the Baldrige Examiners are looking
for and consider ‘the best in class.’ Addionally , the examples of
what other companies are doing are invluable by providing
ideas to consider within your own company—almost a
mini-benchmark opportunity. Ideas for how to best present
your information are helpful and can be used in day-to-day
organization and tracking of processes and services.”
VICE PRESIDENT, HUMAN RESOURCES
SHE HOMES ARIZONA
“Using the Malcolm Baldrige criteria to improve your business
makes bottom-line sense. Using Mark Graham Brown’s book
to improve you business can compound your results. Mark
brings real-world best practices to your desk, making it easier
for your company to identify improvement opportunities.”
—MARK A. NAIG
OPERATIONAL DEVELOPMENT SPECIALIST
Mark Graham Brown
Mark Graham Brown
CRC Press is an imprint of the
Taylor & Francis Group, an informa business
Boca Raton London New York
A P R O D UCTIV I T Y PRE SS BOOK