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BALDRIGE AWARD WINNING QUALITY
O C M F C
The third category in the Baldrige Award Criteria is Customer and Market Focus. The
model I outlined in Chapter 3 indicates that Item 3.1 is the major input to the Baldrige
system. Well-run organizations target specic groups of customers or markets, learn
everything they can about what is important to those groups of customers, and measure
their satisfaction. This section asks about all of these ...