The Making of a World-Class Organization »

Using a unique blend of stories, tips, charts, and tables that can be adapted to any organization, this book shares the stories, wisdom, and "silver bullets" gained by two divisions of the Boeing Corporation as they won the Malcolm Baldrige Quality Award. The "silver bullets" are the kernels of management wisdom that set this book apart and provide the simple insights that anyone can adopt. This book uses a systems perspective to provide solutions that will inspire leaders to champion such approaches, while also providing tried and true details and "how-to" applications to the in-house practitioners and consultants.

Whether you are looking for tools and techniques to make your organization and processes more effective, or you are starting from scratch, this book provides you with a set of proven approaches to achieving excellence. The insights into excellence and the Baldrige journey that Spong and Collard have mastered have allowed their organizations to celebrate with great processes, loyal customers, engaged employees, high quality products and services, and significant profitability.

List of Figures

Ch. 1 Leadership and the Learning Experience 1

Ch. 2 Strategic Planning 15

Ch. 3 Customer Satisfaction 25

Ch. 4 Measurement, Analysis, and Knowledge Management 33

Ch. 5 People 41

Ch. 6 Process Management 57

Ch. 7 Observations on "The Journey" 63

Index 71