
11
UNDERSTANDING THE MALCOLM BALDRIGE NATIONAL QUALITY AWARD
A lousy approach that has been fully deployed is still a score of 0-5%, so the Approach
dimension is the most important of the four. If you don’t have a good approach to begin
with, deployment, learning, and integration may make it even worse. I recall working with
some Federal Government organizations that had some really inefcient approaches that
were 100% deployed in all units - they still got a score of zero!
Learning refers to the extent to which the approach has been evaluated and improved,
and that lessons learned in the evaluation process have been communicated to others in ...