Award Criteria

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2025 edition

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The 2025 Baldrige Award Criteria are organized around nine sections that both enable and reflect organizational resilience and long-term success.

Since these criteria will be used to evaluate a wide variety of organizations, it is important for evaluators to understand and consider your organization’s unique environment. That begins with your responses to a series of questions in the Organization Description.

 

 Nine Award Criteria Sections   Award Criteria Questions  Evaluation Rubrics  2025 Changes
 

 

Organization Description

The information requested in this section provides a high-level overview of the organization. It will provide context for the results asked below. Be sure that the information provided in the Organization Description is consistent with the results information provided below. The Organization Description should not include information about key processes or results information.

NOTE: The information provided in this section will not be evaluated. 

Questions

1. What are your key products, services, and/or programs? 
2. What are your mission, vision, and values or guiding principles?
3. What other factors, if any, impact your organization’s success and sustainability?
4. What are your key applicable regulations, as well as accreditations, certifications, or registration requirements?
5. Is there anything you consider unusual about your environment or business model that would aid in understanding your organization?
    

Leadership and Governance 

This section asks about your performance and processes related to senior leadership communication, governance and accountability, grievances, and complaints. It also asks about succession planning and societal contributions.

Context Question

1. Briefly describe and/or depict your leadership and governance structure.

Results Questions  |   Results Evaluation Rubric

All responses should contain five years of data and relevant comparisons. A detailed explanation must be provided if you are unable to provide the five years of data and relevant comparisons.

1. What are your results for senior leaders’ two-way communication with key workforce segments (e.g., workforce ratings of leaders by location, types of workers, etc.)?
2. What are your results for senior leaders’ two-way communication with key customer segments (e.g., customer ratings of leaders)? 
3. What are your results for senior leaders’ two-way communication with key stakeholder segments, including suppliers, partners, and collaborators, as appropriate (e.g., stakeholder ratings of leadership)?
4. What are your organization’s results for external audits related to leadership and accountability (including certifications and accreditations)?
5. What are your results for grievances and complaints for ALL the following: 
   • safety 
   • the Equal Employment Opportunity Commission (EEOC)
   • ethics
6. What are your results for societal contributions?
   NOTE: Examples of societal contributions (comparisons optional) include: reduced energy consumption; use of renewable energy resources and recycled water reduction of your carbon footprint; waste reduction and utilization; alternative approaches to conserving resources (e.g., increased virtual meetings); global use of enlightened labor practices; and donations of goods or services to promote housing, community health, and food security.

Process Questions  |   Process Evaluation Rubric

The following process responses, related to results above, will only be assessed for Baldrige Award finalists, during site visit. Responses to these questions are due by September 4. Applicants can respond up until May 22, the application deadline, and then continue entering responses from August 14 to September 4, 2025. 

1. Briefly describe your key process(es) for your leadership succession planning.
2. Briefly describe your key process(es) for senior leaders’ two-way communication with the workforce.
3. Briefly describe your key process(es) for senior leaders’ two-way communication with customers.
4. Briefly describe your key process(es) for senior leaders’ two-way communication with stakeholders.
5. Briefly describe your key process(es) for ensuring responsible governance related to accountability for senior leaders’ actions, fiscal accountability, and transparency.
6. Of the processes shared above, which (if any) do you consider best practices that other organizations could learn from?
    

Operations 

This section asks about your performance and processes related to your main products, services, and/or programs. Results requested pertain to the performance of your products, services, or programs and the efficiency and effectiveness of your processes for producing and providing them. Results are also requested regarding your supply-network management, cybersecurity effectiveness, risk management, emergency preparedness, and continuity of operations.       

Context Questions

1. What are your main products, and/or services, and/or programs? *
2. Who are your key competitors (those that constitute 5 percent or more of your competitors)?*
3. Who are your key suppliers/partners (those that constitute 5 percent or more of your suppliers/partners)?*
4. Who are your key customers/users (those that constitute 5 percent or more of your customers/users)?*

* These questions are on the Key Business/Organization Factors page in the eligibility section. You may copy/paste your responses from the Eligibility section of the application.

Results Questions  |   Results Evaluation Rubric

All responses should contain five years of data and relevant comparisons. A detailed explanation must be provided if you are unable to provide the five years of data and relevant comparisons.

1. What are your results for the performance of your main products, or services, or programs? 
2. What are your results for efficiency/effectiveness in producing your products, or providing services, or providing programs? 
3. What are the results for the performance of key components of your supply network (e.g., on-time delivery, availability of critical materials, quality)? 
4. What are your results for cybersecurity effectiveness, include intrusion attempts versus incidents? 
5. What are the results for the effectiveness of your risk management plan (e.g., number of risks identified versus number of risks mitigated, cost of losses)?
6. What are the results for the testing of your emergency preparedness plans (e.g., time to evacuate your facility, emergency response time)?
7. What are the results for the testing of your continuity of operations plan (plan for how the business operates in disruption)?

Process Questions  |   Process Evaluation Rubric

The following process responses, related to results above, will only be assessed for Baldrige Award finalists, during site visit. Responses to these questions are due by September 4. Applicants can respond up until May 22, the application deadline, and then continue entering responses from August 14 to September 4, 2025. 

1. Briefly describe your key process(es) for producing your products and services.
2. Briefly describe your key process(es) for supply network management.
3. Briefly describe your key process(es) for risk management. 
4. Briefly describe your key process(es) for emergency preparedness. 
5. Briefly describe your key process(es) for continuity of operations. 
6. Of the processes shared above, which (if any) do you consider best practices that other organizations could learn from?
    

Workforce 

This section asks about your performance for key processes related to your workforce. This section about the performance of your key processes for engaging and developing/training your workforce members, as well as ensuring their health and safety in the workplace. Results requested pertain to the performance of these processes as reflected in measures of workforce satisfaction, engagement, turnover, and absenteeism. This section also asks about the development of your organization’s current and future leaders, workforce training, safety-related incidents, and additional indicators of workplace health and safety.

Context Question

1. Please describe your workforce profile including key workforce segments (e.g., location, types of workers, etc.).

Results Questions  |   Results Evaluation Rubric

All responses should contain five years of data and relevant comparisons. A detailed explanation must be provided if you are unable to provide the five years of data and relevant comparisons.

NOTE: Results presented below should include data for key workforce segments.

1. What are your survey results for workforce satisfaction?
2. What are your results for workforce engagement (e.g., employee survey findings)?
3. What are your results for turnover? 
4. What are your results for absenteeism? 
5. What are your results for leadership development (i.e. current and future leaders)?
6. What are your results for workforce training (e.g., competencies, performance, career development, return on investment, etc.)?
7. What are your results for significant safety-related incidents (Occupational Safety and Health Administration [OSHA] reportable incidents)?
8. What are your results for additional indicators of workplace health and safety (e.g., results of safety audits, near-miss tracking)?

Process Questions  |   Process Evaluation Rubric

The following process responses, related to results above, will only be assessed for Baldrige Award finalists, during site visit. Responses to these questions are due by September 4. Applicants can respond up until May 22, the application deadline and then continue entering responses from August 14 to September 4, 2025. 

1. Briefly describe your key process(es) for workforce engagement.
2. Briefly describe your key process(es) for workforce development and training.
3. Briefly describe your key process(es) for ensuring workplace health and safety.
4. Of the processes shared above, which (if any) do you consider best practices that other organizations could learn from?
    

Customers and Markets

 This section asks about your performance for key processes related to your Customers and Markets. First you are asked about market share for your main products and services. Then you are asked about customer satisfaction and dissatisfaction. Finally, you will find questions about customer loyalty.

Context Questions

1. Provide your market size over the past five years for your main products and services.
2. Briefly describe your key customer segments (including size of each).

Results Questions  |   Results Evaluation Rubric

All responses should contain five years of data and relevant comparisons. A detailed explanation must be provided if you are unable to provide the five years of data and relevant comparisons.

NOTE: Results presented below should include data for key customer segments. 

1. What are your results for market share for your main products and services? 
2. What are your results for customer satisfaction by key customer segments?
3. What are your results for customer dissatisfaction, including complaints, by key customer segments?
4. What are your results for customer loyalty by key customer segments (e.g., likelihood to recommend, repeat customers, and referrals)?

NOTE: For health care organizations, as appropriate, include results for Consumer Assessment of Healthcare Providers and Systems (CAHPS) scores.

Process Questions  |   Process Evaluation Rubric

The following process responses, related to results above, will only be assessed for Baldrige Award finalists, during site visit. Responses to these questions are due by September 4. Applicants can respond up until May 22, the application deadline and then continue entering responses from August 14 to September 4, 2025. 

1. Briefly describe your key customer listening process(es).
2. Briefly describe your key customer engagement process(es).
3. Briefly describe your key customer support process(es).
4. Of the processes shared above, which (if any) do you consider best practices that other organizations could learn from?
    

Finance 

This section asks about the performance of your organization’s financial management efforts. Results requested pertain to both financial viability and financial performance. This section also asks two important context questions and asks you to briefly describe your process(es) for ensuring access to capital during periods of disruption as well to support your short-term needs and long-term success.    

Context Questions

1. List the key financial metrics you track for your organization by key business/organization units.
2. Briefly describe how you ensure access to capital for short-term needs, periods of disruption, and long-term success.

Results Questions  |   Results Evaluation Rubric

All responses should contain five years of data and relevant comparisons. A detailed explanation must be provided if you are unable to provide the five years of data and relevant comparisons.

1. What are your results for financial viability (e.g., liquidity, days cash on hand/reserves, credit or bond rating)?
2. What are your results for financial performance (e.g., revenues, operating margin, performance to budget) by organization units, as appropriate?

Process Questions  |   Process Evaluation Rubric

The following process responses, related to results above, will only be assessed for Baldrige Award finalists, during site visit. Responses to these questions are due by September 4. Applicants can respond up until May 22, the application deadline and then continue entering responses from August 14 to September 4, 2025. 

1. Briefly describe your process(es) for ensuring access to capital for short-term needs, periods of disruption, and long-term success.
2. Of the processes shared above, which (if any) do you consider best practices that other organizations could learn from?
    

Strategy

This section asks how your organization develops strategic objectives that are responsive to your challenges and opportunities. You are asked about your process for implementing those objectives and about metrics for checking progress. The results of these actions should be evident in the processes and results described in other Award Criteria sections. Strategic planning is a core business process that directly affects an organization's resilience and long-term success. 

Context Questions

1. What are your strategic challenges? 
2. What are your strategic advantages?
3. What are your strategic goals and/or objectives?
4. What are your key measures for your strategic goals and/or objectives?

Process Questions  |   Process Evaluation Rubric

The following questions are required for all applicants and must be completed by the application deadline (May 22, 2025). Responses will be evaluated along with applicant result responses. 

NOTE: Responses must demonstrate that processes/activities are (1) regular and repeated and (2) show evidence of improvement based on evaluation.

1. Briefly describe your key process(es) for strategic plan development.
2. Briefly describe your key process(es) for strategic plan implementation.
3. Of the processes shared above, which (if any) do you consider best practices that other organizations could learn from?
    

Organizational Learning

This section asks about processes for performance measurement and improvement, knowledge management, and innovation. You are specifically asked for processes related to performance improvement, knowledge sharing, encouragement, and support, of innovation. The section also asks you about processes used to determine innovation choices.

Context Question

No context question for this section.

Process Questions  |   Process Evaluation Rubric

The following questions are required for all applicants and must be completed by the application deadline (May 22, 2025). Responses will be evaluated along with applicant result responses.  

1. Please briefly describe your process(es) for analyzing and reviewing your organization’s performance.
2. Please briefly describe your process(es) for performance improvement.
3. Please briefly describe your process(es) for collecting and sharing information throughout the organization and its stakeholders.  
4. Briefly describe your key process(es) that encourage innovation (e.g., practice(s) that create an environment that supports innovation). 
5. Please share your process for determining which innovation opportunities to pursue, and deciding which opportunities to stop pursuing. 
6. Of the processes shared above, which (if any) do you consider best practices that other organizations could learn from?
    

Community Relationships

A critical element in organizational resilience and long-term success is having strong, reciprocal ties to key communities. Strong ties lead to fast, efficient resource sharing, which is crucial during disruptions and creates opportunities for benchmarking and innovation.

Context Question 

1. Please describe your key community relationships. 

NOTE: Community refers to entities from whom your organization can receive support or to whom you give support during times of disruptions, and such entities are not limited to your local geographic area. These are strategic relationships that provide support and information in times of need and growth. Examples include utility, local government, financial institutions, volunteers, chamber of commerce, businesses nearby, social services, common interest stakeholders, industry or trade associations.

Process Questions  |   Process Evaluation Rubric

The following questions are required for all applicants and must be completed by the application deadline (May 22, 2025). Responses will be evaluated along with applicant result responses.  

1. Briefly describe your key processes for building relationships with your key community partners. 
2. For each key community relationship, provide the following: 
   1. the organization or group type (see list above)
   2. the frequency of engagement (e.g., monthly, quarterly, annually, etc.,)
   3. the length of engagement (e.g., how long have you had this relationship)
3. Of the processes shared above, which (if any) do you consider best practices that other organizations could learn from?
    

Evaluation Factors

Results Evaluation Rubric

	Responsiveness	Levels	Trends	Comparisons
0	No results are provided.	Performance levels are not provided or not discernible.	Performance trends are not provided or not discernible.	No comparisons are provided.
Level 1	Results provided are somewhat responsive to the question.	Results demonstrate low performance levels.	Results demonstrate adverse performance trends.	Most comparisons demonstrate inferior performance.
Level 2	Results provided are mostly responsive to the question.	Results demonstrate average performance levels.	Results demonstrate stable performance trends.	Most comparisons demonstrate equivalent performance.
Level 3	Results provided are fully responsive to the question.	Results demonstrate high performance levels.	Results demonstrate favorable performance trends.	Most comparisons demonstrate superior performance.

* Relevant comparisons are (1) best-in-class or top decile/quartile, and (2) against competitors, where available. 

For results responses containing charts, graphs, and tables: (1) data must be across years, not quarters; and (2) axis scale values must be provided (otherwise data will be disregarded).

Process Evaluation Rubric

0	No process provided or ad hoc process (not regular and repeated)
Level 1	Process is regular and repeated
Level 2	Evidence of improvement based on evaluation

Responses must demonstrate that processes/activities are (1) regular and repeated and (2) show evidence of improvement based on evaluation.
 

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