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Baldrige Performance Excellence Program | www.nist.gov/baldrigeBaldrige Performance Excellence Program | www.nist.gov/baldrige

BaldrigeHealth Care Criteria for Performance Excellence

2014

Baldrige Performance Excellence Program | www.nist.gov/baldrige

Health Care Criteria Categories1. Leadership2. Strategic Planning3. Customer Focus4. Measurement, Analysis, and

Knowledge Management

5. Workforce Focus6. Operations Focus7. Results

2014

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The Role of Core Values and Concepts

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Visionary leadership

Patient-focused excellence

Organizational and personal learning

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Valuing workforce members and partners

Agility

Managing for innovation

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Focus on results and creating value

Societal responsibility

Systems perspective

Management by fact

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Baldrige Health Care Criteria Framework:

A Systems Perspective

2014

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Item Format

2014

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Notes

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Steps toward Mature Processes

Reacting to Problems (0–25%) Early Systematic Approaches (30–45%)

Aligned Approaches (50–65%)Integrated Approaches (70–100%)

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From Fighting Fires to Innovation:An Analogy for Learning

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Organizational Profile

P.1 Organizational Description

P.2 Organizational Situation Starting point for self-assessment and

application preparation Basis for early action planning

2014

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Category Point Values

1 Leadership 1202 Strategic Planning 853 Customer Focus 854 Measurement, Analysis, and

Knowledge Management 905 Workforce Focus 856 Operations Focus 857 Results 450

Total 1,000

2014

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Senior leaders’ actions, organizational governance, and societal responsibilities

1.1 Senior Leadership (70 pts.)

1.2 Governance and Societal Responsibilities (50 pts.)

1. Leadership (120 pts.)

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Strategic and action planning, and implementation of plans

2.1 Strategy Development (45 pts.)

2.2 Strategy Implementation (40 pts.)

2. Strategic Planning (85 pts.)

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Listening to the voice of the customer and engaging customers

3.1 Voice of the Customer (40 pts.)

3.2 Customer Engagement (45 pts.)

3. Customer Focus (85 pts.)

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Analysis, review, and improvement of organizational performance Management of information, knowledge, and information technology

4.1 Measurement, Analysis, and Improvement of Organizational Performance (45 pts.)

4.2 Knowledge Management, Information, and Information Technology (45 pts.)

4. Measurement, Analysis, and Knowledge Management (90 pts.)

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Building an effective workforce environment Engaging, developing, and managing your workforce

5.1 Workforce Environment (40 pts.)

5.2 Workforce Engagement (45 pts.)

5. Workforce Focus (85 pts.)

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Designing, managing, and improving work processesImproving operational effectiveness

6.1 Work Processes (45 pts.)

6.2 Operational Effectiveness (40 pts.)

6. Operations Focus (85 pts.)

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Performance and improvement in all key areasPerformance levels, trends, and comparative data

7.1 Health Care and Process Results (120 pts.)

7.2 Customer-Focused Results (85 pts.)

7.3 Workforce-Focused Results (85 pts.)

7.4 Leadership and Governance Results (80 pts.)

7.5 Financial and Market Results (80 pts.)

7. Results (450 pts.)

2014

Baldrige Performance Excellence Program | www.nist.gov/baldrige

… We want to provide literally the best clinical practices and health outcomes to our patients and, in fact, Good Samaritan Hospital has been able to achieve some of the best clinical outcomes in American health care.

—David Fox, President, Advocate Good Samaritan Hospital

2014

Baldrige Performance Excellence Program | www.nist.gov/baldrige

We all know that there are growing shortages of qualified people to provide health care, and our solution to that is really to become the best place for associates to work. In our most recent associate satisfaction survey, which we do twice a year, our associates rated us at the 97th percentile.

—David Fox, President, Advocate Good Samaritan Hospital

2014

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For More Information Criteria booklets and free Criteria content Self-assessment tools Organizational assessments Training, conferences, and executive education Award recipient profiles Case studies Connections to the Baldrige community

www.nist.gov/baldrige baldrige@nist.gov

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