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BALDRIGE AWARD WINNING QUALITY
of customers (senior citizens) that they had worked with in the past. This example shows
both a systematic planning process, but also an organization that could be exible and
agile, depending on what happened with the state budget.
Indicators for Question 2.1a(1)
• Evidence exists of a planning process that is systematic and appropriate for the
organization’s size and complexity.
• There is evidence that the planning process is efcient and done over several weeks rather
than many months.
• Planning covers a wide variety of functions besides nancials: customers/markets, products/
services, human resources, researc ...