David Branch, Chairman/President
Branch-Smith Printing, 2002 Baldrige Winner
This book gives leaders a systematic tool to design their approach to performance excellence. It gives a visual step-by-step understanding of the relationships within one of the most successful business models of our time.
Debbie Collard, Director
Program Management and Business Excellence Boeing IDS
The Baldrige Users Guide provides helpful information for diagnosing and improving organizations regardless of your level of experience with the criteria. Whether you are just starting out or are a seasoned leader or practitioner this book provides explanations, methods, and real-life examples to help you make improvements that will move your organization towards world class performance levels.
Al Doeve, Loyalti Corporation
Board Of Examiners, Georgia Oglethorpe Award Process 2003
If the Baldrige Framework represents a 1987 U.S. milestone towards a comprehensive approach to organization excellence, the Baldrige User Guide by John Latham and John Vinyard represents a landmark synthesis of our collective learning and applications to date. The guide faithfully concatenates Categories, Items and Areas To Address of the Baldrige criteria into, of all things, a process description of what it all means for new users, assessors and even advanced users of the performance criteria. The authors accomplish this with comprehensive blueprints that link key elements of the criteria, brief and effective explanatory comments, real-time examples from Baldrige winners, assessor questions and worksheets. For the new and committed user of the Baldrige Framework, the user’s guide makes intuitive, practical and valuable “connections that previously were not obvious” (David Sprong, Foreword). Who should invest in this paperback/CD toolkit? Those getting acquainted with the criteria as well as national and state examiners will clutch the user’s guide as indispensable. I make this claim as a practitioner (for profit, non-profit) who has benefited from services delivered by a Baldrige winner, has participated in a team that delivered an application for assessment and has experience as a state examiners. What catapults the value of the guide is its ABC organization around focus, three competencies for performance excellence and the journey undertaken by willing organizations. The authors’ approach towards an egalitarian Baldrige Framework successfully deconstructs the density of the official BNQP criteria, organizes and visually clarifies linkages real and implied using blueprints, breaks through (by at least 20%!) new understandings suggesting exactly how and what’s Leadership, Execution Excellence and Organizational Learning. You can buy this with experience, but the user’s guide cuts your time investment without cutting corners. After all, the book is the authentic product of “thousands of person years” (not from the authors alone). Indeed, the authors dispense contribution credit far and wide to those intimately involved with Baldrige Framework development as well as those committed to achieve extra-ordinary results through their work within winning (and learning) organizations. There are nuggets of clarity and closure throughout the text, illuminating the authors’ substantial knowledge of customers (government, industrial, worldwide) with generous sharing of applied criteria nuance in challenging environments. For example, Thoughts For Leaders vignettes (over 20 are sprinkled throughout) address the value of process documentation, innovation by the leadership, sustainable competitive advantage. The nuggets help organization architects of all stripes arrive at additional insights with respect to systems thinking, core values, organization factors and the maturity of business competencies. The user’s guide comes with a CD featuring all the consumables you need to drive diagnosis, design and transformation (DDT), including the blueprints, worksheets (two formats), scoring guide, criteria (three versions – business, education and healthcare) with all the benefits of online document management. When a publication lends high clarity, model synthesis, practical insight, tool utility and structured approaches to organizational transformation for excellence, it is appropriate to invest. This market analyst says “buy.”
Eric Franks, Manager Technology & Quality Assurance
PRO-TEC Coating Company, 2007 Baldrige Recipient
The Baldrige User’s Guide has enabled us to adopt a critical systems approach. This disciplined framework helped us better understand the criteria linkages, identify gaps, and prioritize opportunities for improvement fostering our organizational excellence journey.
Julia Gabaldon, President/CEO
Quality New Mexico
Quality New Mexico endorses the Baldrige User’s Guide. Through their book John Vinyard and John Latham have made the Baldrige criteria understandable to the novice. Quality New Mexico has used it as a reference in its development of workshops and materials.
Steven Hoisington, Vice President, Quality, and Reliability
Electro-Motive Diesels, Inc.
Organizational Diagnosis, Design, and Transformation” applies a process approach toward understanding the application of Baldrige criteria on any type and size organization in a non-threatening manner. The use of examples and worksheets throughout makes this a practical tool and brings the criteria to life. Mr. Vinyard and Dr. Latham are leaders who have written a hands-on text for leaders.
I have been privileged to a member of a Baldrige team at a major service company who won the award, and consulting projects where the criteria was the major template for improvement. This is, by far, the best effort I have seen which strategically presents and describes the criteria, then provides practical counsel on how to apply it. As such, it is invaluable to examiners and consultants, and especially so to senior leaders and internal change agents attempting to improve performance within the Baldrige framework. The authors’ lucid explanations of the key linkages within the criteria are alone worth the purchase price. The software included is worth many times the price. If you are serious about using the Baldrige criteria, this is a book you cannot afford to be without.
G. Jagannathan, Executive Vice President
Global Head of Business Excellence, and Leadership and Governance Process Design
Tata Consultancy Services Limited.
I whole heartedly endorse “The Baldrige User’s Guide” written extremely well by John Latham and John Vinyard. They have taken a systems approach and have provided a visual version of the Baldrige Criteria and made it simple enough for even beginners to understand. We have used this book as a guide in driving Business Excellence in our organization. The numerous examples provided by the authors illustrate a number of Best Practices from Award Winning organizations and clearly demonstrates how these Winners have done it. I recommend this book to every manager who is committed to organizational excellence. A must on every desktop.
Satyendra Kumar, Senior Vice President
Infosys Technologies Ltd.
Infosys has used the Baldrige Criteria as a business model/improvement approach for over 10 years. The Baldrige Users guide is helpful to understand this model, whether you are just starting out or are a seasoned user. This book provides explanations, methods, and real-life examples to help you make improvements that will move your organization towards world class performance levels.
Joe Muzikowski, Vice President Business Processes
Solvay America (Former Chair, Baldrige Panel of Judges 2001-2002)
This book provides anyone who uses the Baldrige Criteria with a better understanding of the linkages among elements and how to leverage their improvement initiatives.
Priscilla Nuwash, MBA, Director, Process Improvement
Poudre Valley Health System, 2008 Baldrige Recipient
The Baldrige Users Guide is a great resource for any organization that is using the Baldrige Criteria as their business model. We used it at Poudre Valley Health System during our journey and are proud that examples of several of our approaches are used in this edition.
Nancy Pratt, Senior Vice President of Clinical Excellence
This Baldrige User’s Guide gives a visual and plain English version of the Baldrige Criteria for Excellence. It is enormously helpful in understanding what the Baldrige Examiners are looking for and in giving examples of how other organizations have answered these requirements.
Bushen Raina, Managing Director
The Tinplate Company of India Limited (TCIL)
This book shows a blueprint that comprehensively illustrates practical and effective tools for tracking and measuring organizational performance. We are proud that they have included TCIL examples.
Sister Mary Jean Ryan, FSM, President/CEO
SSM Health Care
For us at SSM Health Care, Baldrige has provided three essential things: a focus, a framework, and discipline. We now focus on the things that matter most to our patients. We look at our organization through the broad framework of Baldrige. And we have the discipline to stop doing things just because we’ve always done them. This book will be an enormous help to organizations that are truly interested in improving the work they do. It is an outstanding resource for any organization that is pursuing performance excellence.
Richard Schuttler, Ph.D., Former Dean
School of Advanced Studies, University of Phoenix
Finally, an easy to use manual that examines the concepts of organizational assessment and diagnosis with straightforward tools to apply toward achieving measurable improvements immediately! Latham and Vinyard offer a balance between theoretical and practical approaches to organizational diagnosis and intervention, with special emphasis on the impact of the leader’s role in determining healthy directions for a changing organization.
Sunil Sinha, CEO
Tata Quality Management Services
The book makes an excellent attempt not only at demystifying the Baldrige framework but also at explaining the ‘DO HOW’ of performance excellence. The appeal of the book will cut across levels and functions – for change management professionals it provides a ready reference to proven tools and methodologies, for senior leaders it provides an inspiring perspective of world class performance, for management professionals it is a high quality reference manual on organization, strategy and processes.
Vida D’Souza, Director – Business Excellence
Indian Hotels Company Ltd.
This book made my heart race. It is the real inside story – inside organizations and transformation, inside people. The BUG is that rare thing, a thought provoking, richly textured field book that appeals to apostles of quality and change.
David Spong, President (retired)
Boeing Aerospace Support – The only leader to win Baldrige in two different sectors (Manufacturing 1998 and Service 2003)
I would have very much appreciated this book during our Baldrige journey. I encourage you to use it to accelerate your journey. You will find it incredibly rewarding!
Vivek Talwar, Vice President, Organisational Excellence and Transformation
This book does an excellent job of demystifying TBEM (Baldrige Model). It is a valuable tool both for drivers of Business Excellence in organisations, as well as external and internal assessors. The case studies of approaches that excellent organizations have adopted, along with the tools that the authors have designed, provide organizations that are serious about the next levels of excellence with a road map of organisational development. I eagerly await getting my own copy of the latest edition every time its out!
John C. Timmerman, Ph.D., Corporate Vice President, Operations
The Ritz-Carlton Hotel Company, L.L.C., 1992 & 1999 Baldrige Recipient
The Malcolm Baldrige National Quality Award (MBNQA) provides us with the most rigorous and holistic criteria for performance excellence. We have used the Baldrige Users Guide in concert with MBNQA because it provides excellent examples how organizations translate the criteria and practical tools to identify performance gaps that help guide our journey of continuous improvement.
Jim Zurn, Senior Manager, Corporate Operational Excellence
Their Diagnosis-Design-Transformation structure transcends traditional application of Baldrige’s Performance Excellence Criteria using Categories and Items. It is written for ease-of-use by business leaders and experienced quality and operational practitioners. It is clear that organizations, both those examining Baldrige Criteria use for the first time as well as organizations seasoned in criteria application, can quickly find business value by looking through the unique lens offered in this book.