Case study resources illustrate the Baldrige Award application and evaluation process. These resources include
Case studies show you the format and general content of a Baldrige Award application. However, because the primary purpose of the case study is to provide learning opportunities for Baldrige examiners and others, the case study purposely does not address all Criteria requirements or demonstrate role-model responses in all areas. See the case study scorebook and feedback report to learn how the fictitious organization scored and to see its strengths and opportunities for improvement.
Created by volunteer Baldrige alumni examiners Denise Haynes and Doug Serrano, the Casey Comprehensive Care Center for Veterans depicts a fictitious organization within the real U.S. Department of Veterans Affairs (VA). The center aims to integrate the three VA Administrations to provide comprehensive, effective, and efficient care to Veterans in a remote geographic area. It uses the Baldrige Excellence Framework to guide its strategy and leadership and management systems. Like some other government organizations, the center is challenged by the increasing complexity of benefits and health care management, being an integrated system within a complex government agency, local economic conditions, and its remote location. The case study also shows how this fictitious center uses the Baldrige Excellence Framework to help it address the VA's mandated priorities related to improving Veteran access to care and benefits, the claims backlog, and Veteran homelessness. The Casey Comprehensive Care Center for Veterans Case Study is based on the 2015–2016 Baldrige Excellence Framework.