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Management article
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Reference no. 91606
Authors: David A Garvin
Published by: Harvard Business Publishing
Published in: "Harvard Business Review", 1991

Abstract

The Malcolm Baldrige National Quality Award is the most important catalyst for transforming U.S. business. But since its inception four years ago, the award has been the target of increasingly acrimonious criticism. Most of the criticism is based on misunderstanding. To get to the "truth," the best available source of information on the award was tapped: judges, examiners, and senior examiners. In-depth interviews with 20 of these insiders led to a clear definition of the award''s real purpose and the value contained within its seven categories.

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Abstract

The Malcolm Baldrige National Quality Award is the most important catalyst for transforming U.S. business. But since its inception four years ago, the award has been the target of increasingly acrimonious criticism. Most of the criticism is based on misunderstanding. To get to the "truth," the best available source of information on the award was tapped: judges, examiners, and senior examiners. In-depth interviews with 20 of these insiders led to a clear definition of the award''s real purpose and the value contained within its seven categories.

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