The Baldrige Criteria ask how an organization operates. How do you do what you do? Whether the focus is on leadership, strategic planning, customers, measurement, employees, or process management, the questions peel apart the processes you use to get things done.

Before you can write a Baldrige or state award application, you must gather the information you need to answer the Criteria questions. That means interviewing internal subject matter experts about the six process categories and one results category in the Criteria. One way to prepare subject matter experts for these interviews is to reassure them that you will be discussing how they do what they do. A Baldrige assessment is, after all, a snapshot of how your organization operates.

Another step in the preparation is to describe the scope of the information you will be looking for by sharing 10 process questions that we should all be able to answer about the work we do:

1. What is your approach to _(the area you are focusing on)_?
2. How do you determine customer and stakeholder requirements for it?
3. How systematic is your process?
4. How do you deploy it to all units that should be using it?
5. How is it aligned with your organization’s mission, vision, and goals?
6. How is it innovative, transformational, or a role model for similar processes?
7. How do you use data and information to evaluate and improve the process?
8. How do you compare your performance on key process measures to that of other organizations?
9. How do you review performance and use these reviews to improve your processes?
10. How do you share refinements and innovations with other relevant work units and processes in your organization?

Every organization, business unit, work unit, division, department, team, and individual can improve performance by asking and answering these questions about everything they do. The answers will reveal opportunities for improvement that can help you build a world-class management system.

To learn more about using Baldrige to improve your organization, read:

• Is Baldrige Right for Your Organization?
• How to Integrate Baldrige
• 10 Steps to an Effective Baldrige Assessment
• 10 Tips for Answering Criteria Questions
• Applying for the 2010 Baldrige Award

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