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BALDRIGE AWARD WINNING QUALITY
What They’re Looking for Here
The second part of this Item asks for results on key process metrics. Process metrics
are clearly different than product or outcome results asked for In the previous Area to
Address (7.1.a). Process measures link to product or outcome characteristics, but are
measured while the product Is being made or service performed. For example, a key
process measure for baking bread is maintaining the proper temperature in the over.
Another key process measure Is the amount of time In the oven. A process measure for
an airline might be average speed and fuel usage. Average speed links to a