Armstrong Building Products, Lancaster, Pennsylvania, manufacturer of acoustical ceilings and wall panels, won the Malcolm Baldrige Quality Award in 1995: Since 1991, Armstrong BPO’s “cost of quality” the composite indicator of the price it pays as a result of waste and non-conformance— has dropped by 37%, contributing $16 million in additional operating profit in 1994 alone....

BPIR Categories

5.5.3 Improve process/product performance
14.1.1 Design & deploy performance measurement system
11.3.2 Provide internal financial information

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