The Baldrige Criteria are built on the following set of interrelated core values and concepts. These beliefs and behaviors are embedded in high-performing organizations. They are the foundation for integrating key performance and operational requirements within a results-oriented framework that creates a basis for action, feedback, and ongoing success.
For more detailed explanations of these core values and concepts, see the Baldrige Excellence Framework.
A systems perspective means managing all the parts of your organization as a unified whole to achieve your mission and strive toward your vision.
Your organization’s senior leaders should set a vision for the organization, create a customer focus, demonstrate clear and visible organizational values and ethics, and set high expectations for the workforce.
Your customers (or patients, or students) are the ultimate judges of your performance and of product and service quality. Thus, your organization must consider all product and service characteristics, and modes of customer access and support, that contribute to customer satisfaction, loyalty, positive referrals, and ultimately your organization’s ongoing success.
A successful organization values its workforce members and the other people who have a stake in the organization, including customers, community members, suppliers and partners, and other people affected by its actions.
Agility requires a capacity for rapid change and for flexibility in operations. Organizational resilience is the ability to anticipate, prepare for, and recover from disasters, emergencies, and other disruptions, and—when disruptions occur—to protect and enhance workforce and customer engagement, supply-network and financial performance, organizational productivity, and community well-being.
Organizational learning includes both continuous improvement of existing approaches and significant change or innovation, leading to new goals, approaches, products, and markets.
Ensuring your organization’s success now and in the future requires understanding the short- and longer-term factors that affect your organization and its environment. It also requires the ability to drive organizational innovation. Innovation means making meaningful change to improve your products, services, programs, processes, operations, and business model, with the purpose of creating new value for stakeholders.
Management by fact requires you to measure and analyze your organization’s performance, both inside the organization and in your competitive environment. Analysis of performance measures and indicators should support organizational evaluation, alignment, and decision making.
Your organization’s leaders should stress contributions to the public and the consideration of societal well-being and benefit. Your leaders should be role models for the well-being of your communities.
Your organization should stress ethical behavior by all workforce members in all stakeholder transactions and interactions. Senior leaders should be role models of ethical behavior, including transparency, characterized by candid and open communication on the part of leadership and management and by the sharing of accurate information.
Your organization should choose and analyze results that help you deliver and balance value for your key stakeholders. Thus, results need to include not just financial results, but also product and process results; customer and workforce satisfaction and engagement results; and leadership, strategy, and societal performance.