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The requirements of the Criteria for Performance Excellence are embodied in seven Categories, as follows:
1 Leadership
2 Strategic Planning
3 Customer and Market Focus
4 Measurement, Analysis, and Knowledge Management
5 Workforce Focus
6 Process Management
7 Results
The figure provides the framework connecting and integrating the Categories. From top to bottom, the framework has the following basic elements.
Organizational Profile
Your Organizational Profile (top of figure) sets the context for the way your organization operates. Your environment, key working relationships, and strategic challenges and advantages serve as an overarching guide for your organizational performance management system.
System Operations
The system operations are composed of the six Baldrige Categories in the center of the figure that define your operations and the results you achieve.
Leadership (Category 1), Strategic Planning (Category 2), and Customer and Market Focus (Category 3) represent the leadership triad. These Categories are placed together to emphasize the importance of a leadership focus on strategy and customers. Senior leaders set your organizational direction and seek future opportunities for your organization.
Workforce Focus (Category 5), Process Management (Category 6), and Results (Category 7) represent the results triad. Your organization’s workforce and key processes accomplish the work of the organization that yields your overall performance results.
All actions point toward Results—a composite of product and service, customer, market and financial, and internal operational performance results, including workforce, leadership, governance, and social responsibility results.
The horizontal arrow in the center of the framework links the leadership triad to the results triad, a linkage critical to organizational success. Furthermore, the arrow indicates the central relationship between Leadership (Category 1) and Results (Category 7). The two-headed arrows indicate the importance of feedback in an effective performance management system.
System Foundation
Measurement, Analysis, and Knowledge Management (Category 4) are critical to the effective management of your organization and to a fact-based, knowledge-driven system for improving performance and competitiveness. Measurement, analysis, and knowledge management serve as a foundation for the performance management system.
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