To improve customer and employee satisfaction, cycle times, defects, and processes, ProCo, an anonymous small US manufacturer, placed the Baldrige Criteria at the heart of the organisational strategy formation. The management team was trained on the Baldrige Criteria, organisational and team self-assessments were conducted using the Criteria, along with employee surveys and strengths-weaknesses-opportunities-threats (SWOT) analysis.…

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14.3.4 Conduct a business excellence assessment.

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