Lessons learned from baldrige winners

The winners of Malcolm Baldrige National Quality Award have implemented several practices that differentiate them from the competition. These practices are benchmarks setting examples to be surpassed by other companies which might want to become best in class. We study the practices of Armstrong (1995), Wainwright Industries (1994), Eastman Chemical Co. (1993), AT&T Universal Card Services (1992), Solectron Corp. (1991), Federal Express Corp. (1990), and Xerox Business Products and Systems Div. (1989) as a representative sample of winners. The comparison starts with their mission, vision, values, quality improvement strategies, and customer satisfaction focus. The information technology used to support progress to plan, goal achievement and progress review processes; the strategic planning process, human resources practices (awards, team efforts, empowerment); process management practices, and customer focus are reviewed. Common threads among these companies are identified as well as particular differences.