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Wiley, John & Sons, Incorporated
Baldrige User's Guide: Organization Diagnosis, Design, and Transformation 5E / Edition 5

Baldrige User's Guide: Organization Diagnosis, Design, and Transformation 5E / Edition 5

by John Wiley & Sons


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Product Details

ISBN-13: 9781118101483
Publisher: Wiley, John & Sons, Incorporated
Publication date: 05/17/2011
Edition description: 5th Edition (Updated for 2011 and 2011)
Pages: 644
Product dimensions: 8.50(w) x 11.00(h) x 1.40(d)

About the Author

John Latham is the Director of the Monfort Institute and a Monfort Executive Professor of Management, Monfort College of Business (2004 Baldrige Recipient) at the University of Northern Colorado. A researcher, teacher, and designer, he specializes in the assessment and design/redesign of business systems to achieve sustainable results for multiple stakeholders. Some of his clients have included Boeing, British Airways, Kawasaki, Lockheed Martin, Motorola, Poudre Valley Health System, PRO-TEC Coating Company, Ritz-Carlton Hotel Company and TATA Sons Ltd. (India).

John Vinyard is a Managing Partner and Co-Founder of Genitect, LLC. John has worked with numerous international firms in Europe, the Middle East, India, Asia and the Pacific Rim. He specializes in working with leadership teams to help transform their organizations. John has worked with the Baldrige Award Program since 1991. He has helped twelve organizations become Baldrige Award Recipients, including: Poudre Valley Health System, Sharp Healthcare, Northern Mississippi Medical Center, PRO-TEC Coating Company, Boeing Aerospace, Clarke American and Ritz-Carlton Hotel Company.

Table of Contents



Part 1 – Design Concepts.

Part 2 – Organization Context.

Organizational Environment (P.1a).

Organizational Relationships (P.1b).

Competitive Environment (P.2a).

Strategic Context (P.2b).

Performance Improvement System (P.2c).

Part 3 – Organization Systems.

Vision, Values, and Mission (1.1a).

Communication and Organizational Performance (1.1b).

Organizational Governance (1.2a).

Legal and Ethical Behavior (1.2b).

Societal Responsibilities and Support of Key Communities (1.2c).

Strategy Development Process (2.1a).

Strategic Objectives (2.1b).

Action Plan Development and Deployment (2.2a).

Performance Projection (2.2b).

Customer Listening (3.1a)

Determination of Customer Satisfaction and. Engagement (3.1b).

Product Offerings and Customer Support (3.2a).

Building Customer Relationships (3.2b).

Performance Measurement (4.1a).

Performance Analysis and Review (4.1b).

Performance Improvement (4.1c).

Data, Information, and Knowledge Management (4.2a).

Management of Information Resources and Technology (4.2b).

Workforce Capability and Capacity (5.1a).

Workforce Climate (5.1b).

Workforce Performance (5.2a).

Assessment of Workforce Engagement (5.2b).

Workforce and Leader Development (5.2c).

Work System Design (6.1a).

Work System Management (6.1b).

Emergency Readiness (6.1c).

Work Process Design (6.2a).

Work Process Management (6.2b).

Part 4 – Organization Scorecard.

Customer-Focused Product and Process Results (7.1a).

Operational Process Effectiveness Results (7.1b).

Strategy Implementation Results (7.1c).

Customer-Focused Results (7.2a).

Workforce Results (7.3a).

Leadership, Governance and Societal Responsibility Results (7.4a).

Financial and Market Results (7.5a).

Part 5 – The Path to Performance Excellence.

Organization Diagnosis.

Leadership and Management System Design.

Leading Organization Transformation.



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