BPR and Malcolm Baldrige National Quality Program
The history of Malcolm Baldrige National Quality Award (MBNQA) dates back to 1980s. With the expanding and demanding global market, the competition became intense. The cost and quality focus of Japan emerged as a challenge to American firms. America realized that they need to focus on quality in order to survive in the changed market dynamics.
KeywordsCustomer Engagement Customer Focus Quality Award Business Excellence Visionary Leadership
- http://en.wikipedia.org/wiki/Malcolm_Baldrige_National_Quality_Award Alignment of the Malcolm Baldrige Criteria for Performance Excellence.pdf. RDYoung—The Baldrige quality process.pdf