Malcolm Baldrige National Quality Award Research Articles

Malcolm Baldrige National Quality Award (MBNQA) Quality Tool in Education. A Systematic Literature Review

The purpose of this study is to determine the effects of the Malcolm Baldrige National Quality Award (MBNQA) quality tool in education. Identifying the main themes of these effects is an additional aim of the present study. Understanding these issues can enable higher and secondary education centres to direct their management towards achieving outstanding results. A systematic literature review was conducted based on data from two academic publishers, Emerald, Taylor and Francis. The 41 peer-reviewed journals articles were published between 1990 and 2023 and presented the results of the MBNQA quality tool in education. According to this research, several implications of the MBNQA quality tool in education are presented. The review of the literature reveals that there are many results found about the application of the quality tool in Tertiary and Secondary education, the challenges they face in terms of innovation, human resources and operations, as well as the achievement of excellent results from the application of the methodology. The main topics supported in the literature are human resources, knowledge management and the quality of services offered for the satisfaction of teachers and students. An important limitation is that data were drawn from only two major journals (Emerald, Taylor and Francis), as implementation of the MBNQA quality tool is mainly found in the private sector. In addition, many keywords such as Quality Assurance and Business Excellence, led to application of the quality tool in businesses and organisation and little is its application in the public sector and education as a result the findings of articles were limited. An equally important limitation is that the authors did not always have got access to all databases and peer-reviewed journals, as well as in any review articles in languages ​​other than English. This research is of interest to academic researchers, scholars and key decision makers in the field of education. The advantages recorded from the implementation of the MBNQA quality tool and the limitations from the study and presentation of the 41 articles motivate academic researchers to further study service quality in order to create a climate focused on learning for the satisfaction of students and teachers so as to fill the gap of limited publications in the field of education. Many models have been adapted to higher education including the MBNQA quality tool. The MBNQA appears to have the largest number of historical applications in higher education, with its focus on customer satisfaction and improvement information. However, the systematic literature review reveals the increasing trend of using quality tools in the field of education in recent years. Moreover, literature reviews on the use of models in this field are limited. Therefore, more research is needed to determine the benefits, as well as limitations and outcomes of applying qualitative tools in Education in the future.

To What Extent Business Excellence Dimensions Affect the Resilience and Performance of Qatari Enterprise: A Conceptual Report

An organization's performance can be led by implementing a management approach called "business excellence." However, the European Foundation for Quality Management (EFQM) and the Malcolm Baldrige National Quality Award (MBNQA) are the two most well-known excellence models. Prior to the Covid-19 outbreak, there was no significant crisis within a decade that put those business excellence principles to the test. This paper looks for a conceptual framework that connects business excellence dimensions and performance with business resilience as a mediator. In this study, three concepts—business excellence, business resilience, and business performance—are conceptually linked. This paradigm should be empirically evaluated in the Qatari companies and looked at from various cultures and markets in order to do more research.

Do quality and business excellence models improve quality and operational results in educational organizations? A repeated cross-sectional analysis

Improving quality and operational practices in education organizations and developing a culture of continuous improvement are crucial yet challenging endeavors because of the complex nature of education organizations. While quality management practices can clearly improve the quality of these organizations in several aspects, empirical research for quality management in educational organizations is sparse because of the lack of suitable frameworks for assessing quality. In this paper, we present the first large-scale empirical study of implementing quality management practices in educational organizations in the United States. It is based on seven years of objective data for quality assessments by external professional reviewers as part of the U.S. government’s Malcolm Baldrige National Quality Award (MBNQA) program. Our findings provide empirical evidence for the reliability and robustness of the Baldrige model as an effective quality assessment for educational organizations. Controlling for the applicant’s year, our findings show that Information and knowledge management is a key influencer and predictor of Customer satisfaction and focus, and Management of process quality is a key influencer and predictor of Quality and operations results. This study also provides effective insight and recommendations for how to improve quality systems and achieve business excellence in educational organizations using the Baldrige model. The findings will therefore help managers and administrators to make informed decisions about key factors that impact quality in educational organizations.

Malcolm Baldrige National Quality Award winners: A quantitative analysis between strategic planning and human resource variables

The United States Congress in 1987 voted to enact the Malcolm Baldrige National Quality Award (MBNQA) with the goal of encouraging U.S. businesses and other types of organizations to approach and deploy effective quality processes in the delivery of their products and services. The MBNQA provides a framework of internal assessment for companies to use in their planning and implementation of quality initiatives. Through this internal assessment process, company leadership gains a better understanding of the alignments/linkages within its operations to modify its processes for meeting or exceeding customer expectations and requirements. The purpose of the research is to examine the extent of the alignment between strategic planning processes and human resource processes. Eleven manufacturing companies were selected for a site visit. Each of these eleven companies represents a different industry sector, geographical location, and organizational size. A survey, documents search, and personal interviews were used to collect the data. The observations of the alignment between the two construct categories show mixed results and are dependent upon the specific statistical analysis used. Therefore, research questions R1 and R2 are not confirmed.

SPECIAL FEATURE: KNOW YOUR COLLEAGUES—ROBERT DAMELIO AND CARL BINDER

SPECIAL FEATURE: KNOW YOUR COLLEAGUES—ROBERT DAMELIO AND CARL BINDER

Institutional excellence in Saudi universities in light of the criteria of the Malcolm Baldrige National Quality Award (MBNQA) - Tabuk University as a model -

The study aimed to identify the reality of the application of standards of institutional excellence in Saudi universities in light of the standards of the Malcolm Baldrige National Award for Quality (MBNQA), taking the reality of the University of Tabuk as a model. For the purpose of achieving the objectives of the study, the descriptive survey method was used, and a questionnaire based on self-assessment questions for organizations wishing to apply standards of excellence or competition to be nominated for the Malcolm Baldrige Award was used as a tool for collecting data and responses from a sample of (332) faculty members. The study concluded that the study sample members agree on the reality of institutional excellence in Saudi universities in light of the criteria of the Malcolm Baldrige National Quality Award (MBNQA) by 80%, and that the most prominent aspects of institutional excellence in Saudi universities are represented in the dimension of students and other clients by 83.4%, followed by the dimension of Measurement, analysis and knowledge management by 82.2%, followed by the leadership and workforce dimensions by 81%, followed by the results dimension by 78.6%, then the operations dimension by 77.8%, and finally came the strategy dimension by 75.6% .

Malcolm Baldrige Approach in University Management: An Importance – Performance Matrix Analysis (IPMA)

Abstract: Academic management is an important activity in managing a university. Failure in managing academic and student affairs can void a university credibility and program accreditation by MQA. Ineffective management approach will halt the university’s progress in achieving the academic excellence and creating Society 5.0. To overcome the issue, various approaches can be applied and one of them is the Malcolm Baldrige National Quality Award (MBNQA) approach which includes six important elements in management. Malcolm Baldridge model emphasizes Leadership role, Strategic Management, Customer Focus, Data Measurement, Human Resource Focus and Work Process in order to improve organizational performance (Result). However, there is a question on what factors should be given the priority in ensuring excellence in organizational management. Therefore, this study has been conducted in order to see what is the main factor among these six elements in MBNQA approach that is considered more important in achieving organizational goals. A sample of study have been conducted on 129 staffs in Universiti Teknologi MARA Kelantan Campus (UiTMCK). Hypothesis testing revealed that 5 out of 6 factors of management elements are having a positive relationship. While IPMA analysis shows that the Human Resource Focus is the most important factor, followed by Data Measurement, Work Process Focus and Customer Focus factors that influence the effectiveness of organization. Leadership factor gained the highest performance despite its less importance compared to other factors in IPMA analysis.
 
 Keywords: Academic management, Customer focus, Data management, Malcolm Baldrige, Leadership, IPMA.

A Systematic Literature Review of Malcolm Baldrige National Quality Award (MBNQA)

Many organizations measure and assess organizational performance as a strategy to improve competitiveness globally, the Malcolm Baldrige National Quality Award (MBNQA) is a prestigious award regarding quality management created in the USA. This paper reviews 50 journals on MBNQA from various countries and found that about 48% of researchers use the Malcolm Baldrige Criteria for Performance Excellence (MBCfPE) approach to measure organizational performance. We also compare MBNQA with other quality awards such as the European Foundation for Quality Management (EFQM) and the Deming Prize to illustrate what criteria we can use in improving Business Excellent Models (BEM). In the future, we will combine this TQM with the development of the Industrial 4.0 era to get a new model for assessing organizational.

Towards a further step in understanding business excellence models: a comparative approach

PurposeA comparative analysis of the validity of business excellence models (BEMs) has rarely been empirically pursued. In addition to their similarities, BEMs exhibit differences in terms of their criteria, relations and emphasis, and some researchers have claimed that it is because these models tend to represent underlying cultural, economic, or social dynamics, as well as global best practices. Based on three such BEMs (the Malcolm Baldrige National Quality Award (MBNQA) model, the European Foundation for Quality Management (EFQM) model and the King Abdul Aziz Quality Award (KAQA) model), this paper introduces a four-phase study to analyse these models comparatively.Design/methodology/approachThis paper: (1) conceptually delineates the distinctive natures of and differences between the three models; (2) develops a comprehensive measurement model based on the content of these models; (3) reviews the relevant literature on BEMs; (4) discusses the motivation behind this comparative approach and (5) introduces a four-phase study to comparatively analyse these models.FindingsA comprehensive measurement model and three structural models are developed, but empirical tests have not been performed. This developed approach is introduced here as a first step in the advancement of our understanding of BEMs and their underlying theory.Originality/valueThe range of variability and complexity of BEMs—i.e. a holistic and comparative empirical view of BEMs—have not so far been fully considered, and findings in this domain tend to be inclusive, while some of the underlying relations of these models have not been investigated. This paper contributes to filling these research gaps.

Religious Character and Service Innovation toward the Improvement of Sustainable Quality of Primary Health Services in South Sulawesi

The World Health Organization (WHO) stated that accreditation is a method for ensuring quality of healthservices. The method was developed in Indonesia. Accreditationis a form of method to measure the qualityof health center services. Malcolm Baldrige National Quality Award (MBNQA) model and The Model ForUnderstanding Success in Quality (MUSIQ) that are developed in several countries, have not paid attentionto the religious and service innovation aspects. This study was aimed to analyze the influence of religiouscharacter and service innovation toward the improvement of sustainable quality of primary health servicesin South Sulawesi. This research was a mixed method research. The qualitative data was obtained from 10informants that the result was then examined by using content analysis. The samples for quantitative studywere chosen through proposive stratified random sampling technique with Lame show formula to get 395respondents.From the result of qualitative research, it was found that religious characters have 10 indicators, namelydiscipline, presenting God in every activity, fair, patient, friendly, committed, tabliqh, fathanah, amanah andshiddiq. In addition, service innovation is composed of 6 indicators namely new activities/modifications,follow-up analysis, resource support, cross-sector collaboration, providing new brands and developing localwisdom.Furthermore, from the result of quantitative research, it was found that there was a significant influenceof religious character and service innovation toward the improvement of sustainable quality of primaryhealth services by using Chi-Square test result which p value = 0.001 (p<0.05). Hence, it is recommendedthat community health service staff should apply religious character and service innovation to improvesustainable quality of primary health care.

Rancangan pengukuran kinerja layanan publik: Studi kasus pelayanan pengujian alat ventilator BPFK Kemenkes RI

Various organizations in Indonesia collaborate to make various types of medical ventilator prototypes due to Covid-19 demand. PERMENKES RI no. 54/2015 obliged all medical devices must go through testing and inspection process by authorized institution Badan Pengamanan Fasilitas Kesehatan (BPFK) under the Ministry of Health of Republik Indonesia. This article has designed a performance measurement for the ventilator testing laboratory using MBNQA (Malcolm Baldrige National Quality Award) approaching which is integrated with ISO/SNI-17025 requirement of both management and technical. There are ten technical requirements and fifteen management requirements of ISO/SNI-17025 inserted into seven Baldrige criteria: leadership, strategic planning, customer focus, management of assessment, analysis & knowledge, personnel, operations and results. Data and information is designed to be collected through interview and questionnaire on a Likert scale. The response score for each question and feedback will be evaluated based on the process and outcome dimensions. Further research is required to validate the questionnaire, conduct interviews, segregate management and laboratory technician questions, and add evaluation of ADLI (approach, dissemination, learning & integration) and LeTCI (levels, trends, comparisons & integration) methods as well the ADLI & LeTCI score and matrix results. The obtained MBNQA score will indicate award category of the laboratory as world leader or benchmark leader or only at early development stage.

Interval valued Pythagorean fuzzy aggregation operators based Malcolm Baldrige National Quality Award assessment

Malcolm Baldrige National Quality Award (MBNQA) is a quality assessment and rewarding system that aims to increase the awareness of quality management. Although the award is launched in the USA in 1989 and only given to the U.S based companies, it is recognized internationally. There are 7 types of categories in the award system (Leadership, Strategic planning, Customer focus, Measurement, analysis, and knowledge management, Workforce focus, Process management, and Results) where the evaluation is made over 1000 points and each category has its own weight. Since almost all the publications in the literature are based on crisp measurements and evaluations of the system performances, we proposed a multi attribute decision making (MADM) method using interval valued Pythagorean fuzzy weighted averaging (IVPFWA) and interval valued Pythagorean fuzzy weighted geometric (IVPFWG) aggregation operators for MBNQA assessment to represent the decision makers’ subjective evaluations better. A comparison of the results with Technique for Order Preference by Similarity to Ideal Solution (TOPSIS) method and an illustrative example are presented in the study.

Proposed Relationship of TQM System Practices and Joint Commission International Accreditation Using Structural Equation Modeling

This study aims to explore the relationship between total quality management (TQM) system practices and JCI Accreditation Standards. A conceptual framework developed after reviewing related literature of TQM practices regarding the six Malcolm Baldrige National Quality Award (MBNQA) criteria and JCI Accreditation Standards. An empirical analysis was conducted to carry out the proposed framework validation using the PLS method. Data were gathered from 80 employees working in Yanbu general hospital through an online survey questionnaire. The findings revealed a high relationship between TQM system practices and JCI organisational management standards. Moreover, the positive relationship between process management practice and JCI Accreditation empirically demonstrated as the most significant practice. This helps decision-makers, and practitioners of TQM well considerate MBNQA criteria as a key practice - especially process management - for getting JCI Accreditation.

Availability of the Requirements of the American Malcolm Baldrige National Quality Award (MBNQA) in Diyala Electric Industry

Availability of the Requirements of the American Malcolm Baldrige National Quality Award (MBNQA) in Diyala Electric Industry

Impact of total quality management on corporate sustainability through the mediating effect of knowledge management

Abstract Considering the environmental deterioration and dwindling natural resources, the present study aims to investigate the structural relationship between total quality management (TQM) and corporate sustainability (CS), and examines how TQM practices can facilitate firms to achieve CS objectives. This study also analyses the important role of knowledge management (KM) in the relationship between TQM and CS and investigates how KM mediates the relationship between TQM and CS. Six TQM practices were taken from The Malcolm Baldrige National Quality Award (MBNQA) model; CS was comprised of environmental, social, and economic sustainability, and KM was measured through knowledge creation, acquisition, sharing, and application. The data was collected from medium and large-sized organizations from the manufacturing and services firms located in Pakistan. The theoretical model and hypotheses were tested through structural equation modelling (SEM). The results indicate that TQM has a significant and positive impact on CS, and KM partially mediates the relationship between them. The dimensional level analysis indicates that TQM has an insignificant relationship with knowledge creation and KM has an insignificant relationship with environmental sustainability. The findings provide valuable insights to the management of manufacturing and services industries and how they can ensure the sustainability in their organizations through TQM and KM.

Learning by Applying: The Case of the Malcolm Baldrige National Quality Award

This paper examines whether organizations improve their quality performance after applying for the Malcolm Baldrige National Quality Award (MBNQA). Using longitudinal data on organizations’ actual scores on MBNQA applications between 1990 and 2006, we examine whether quality performance improved after organizations’ initial application, the relationship between organizations’ initial quality performance and subsequent improvement, and whether quality improvement differed based on applicants’ industry sector. We examine these questions using the Heckman two-stage econometric modeling strategy. Building upon the organizational learning and absorptive capacity literatures, we find that organizations improve their quality performance after their first MBNQA application, initial quality performance displays an inverted U-shaped relationship with quality improvement such that organizations with low (but not the lowest) quality scores on their initial MBNQA application saw the largest subsequent quality gains, and organizations in the manufacturing sector experienced larger quality gains than organizations in other sectors. Analyses at the subcategory level reveal a pattern of findings that further corroborates our theory. We describe the implications of these findings with regard to operations management theory, managerial practice, and public policy.

Lean-excellence business management for manufacturing SMEs focusing on KRI

PurposeThe purpose of this paper is to develop an effective framework for implementing Lean strategies in small- and medium-sized enterprises (SMEs) in the Kurdistan Region of Iraq (KRI).Design/methodology/approachBased on the integration of LM tools and techniques with the Malcolm Baldrige National Quality Award (MBNQA) criteria a systematic Lean implementation framework for manufacturing SMEs has been proposed. The core values, drivers and tools of the proposed framework were further developed based on case studies in three SMEs in the KRI.FindingsProposed framework is able to provide a simple pathway for SMEs to systematically implement Lean techniques in seven functional areas in order to create Lean culture in the organisation. Business performance measurement in terms of profitability, customer satisfaction, employee’s satisfaction, competitiveness growth and ergonomic improvement is presented in favour of evaluating Lean outcomes appropriately. It also presents the experience of small firms in implementing Lean programmes to show that Lean is valid in SMEs.Research limitations/implicationsThe framework concentrates only on the internal issues of the organisation, while external variables such as national culture and external support are excluded.Practical implicationsThe framework assists improvements in SMEs that either initially attempt to start Lean journey or those that are at more advanced levels towards excellent-Lean manufacturing. The framework can also be used as a self-assessment model to determine the degree of Lean readiness.Originality/valueTo the best knowledge of the author, it is the first framework that integrates Lean techniques with MBNQA criteria to support Lean implementation in SMEs. It is also the first study regarding Lean-excellence in the KRI.

Designing Self-Assessment Tool for Library Performance Measurement Adopting Malcolm Baldrige Framework (Case Study: Central Library of Andalas University)

Currently, competitions between universities at the national and international levels become tighter. Every university gives the best effort. They develop every aspect of the university’s pillars quality to get more attention. These aspects include curriculum so that each student can learn more in an organized way. The same also applied for its facilities so that each student never lack of supporting tools and a delightful environment to learn. Even the lecturers are the best in their field so as to educate quality students. This happens not only in the national but also at the international level. In accordance with the proverbs often heard, ‘library is the heart of the university’. Naturally the library becomes an important part of the university. Library of Andalas University has been awarded ‘excellent’ on a national scale by BAN-PT, according to SNI 7330.2009 and SNP 010: 2011. This achievement also requires library to maintain their quality. In line with Andalas University goal to obtain international recognition, library also need acquire ISO certification as in ISO 11620. The framework corresponding to the library’s performance appraisal tool is MBNQA (Malcolm Baldrige National Quality Award), because MBNQA is the best management guide for organizations in order to achieve high quality and world-class certification. Thus, to obtain certification of international standards and maintain it, designing a new library performance appraisal tool is necessary. This new assessment tool will adopt MBNQA framework using national scale by BAN-PT and ISO 11620 indicator. The process to make new assessment tool will be assist by AHP (Analytical Hierarchy Process) method.

Evaluation of firms applying to Malcolm Baldrige National Quality Award: a modified fuzzy AHP method

Malcolm Baldrige National Quality Award (MBNQA) is a broadly used performance excellence framework to recognize organizations that have outstanding customer-focused processes. MBNQA system is based on an assessment system using a 0–1000 points scale. However, experts prefer making linguistic assessments rather than exact numerical assignments. Fuzzy set theory presents excellent tools and techniques to capture the vagueness and impreciseness in these assessments. This paper develops a new analytic hierarchy process (AHP)-based fuzzy multi-criteria decision-making approach to measure the performance excellence of firms applying for MBNQA. The proposed approach enables experts to use seven different fuzzy scales to evaluate firms using the MBNQA criteria. These fuzzy scales involve both positive fuzzy numbers and negative fuzzy numbers, and present an easier and efficient alternative to the calculations made in pairwise comparison matrices. In this way, the experts filling in a questionnaire can easily understand the reciprocal scale and establish comparison matrices. Using negative fuzzy numbers in AHP scale is the crucial point of this paper. To show the applicability of the method, a numerical example composed of a four-level hierarchy including seven main criteria, 18 sub-criteria, and three alternatives is also given. We use Buckley’s Fuzzy AHP approach for comparative analysis. Our application reveals that the proposed fuzzy AHP approach efficiently measures the quality performance of the firms applying to MBNQA.

Assessment of TQM implementation level in Palestinian healthcare organizations

PurposeThe purpose of this paper is to assess the level of total quality management (TQM) implementation in Palestinian governmental and non-governmental hospitals using the Malcolm Baldrige National Quality Award (MBNQA) framework.Design/methodology/approachThe study is based on collecting data using a survey questionnaire that was designed according to the MBNQA criteria. In total, 363 questionnaires from governmental and non-governmental hospitals operating in Gaza Strip were analyzed to assess the level of TQM implementation level in all hospitals (governmental and non-governmental).FindingsThe main results of this study indicate that Palestinian hospitals operating in Gaza Strip perform at a relatively acceptable level. Comparing results shows that the performance of non-governmental hospitals is better with higher degree of TQM implementation than the governmental hospitals. Detailed analysis identifies improvement opportunities-related specific aspects of the human resources focus and the performance results.Research limitations/implicationsAlthough this study has collected data from one Palestinian Territory, the Gaza Strip, it still identifies the critical factors and practices for TQM implementation within the Palestinian healthcare organizations to improve performance.Practical implicationsThis paper suggests that business excellence models such as the MBNQA criteria can be used to assess the level of implementation of quality practices and identify the strengths and weaknesses to improve the quality of service delivery, processes, and performance of hospitals.Originality/valueDespite the widespread use of TQM in the developed countries, little attention has been placed to implement and assess the quality initiatives by organizations in the developing countries and even fewer in low-income Arab countries (Aamer et al., 2017; Øvretveit and Al Serouri, 2006). In addition, a very few number of studies in reference to the assessment of TQM implementation in the Palestinian context, in general, and in healthcare organizations, in particular, highlight the need for this study. To move the field in that direction, the goal of this research was to assess the level of TQM implementation in the healthcare organizations (mainly hospitals) in Gaza Strip (one of the least fortunate areas of the Palestinian-occupied territories) where no prior similar research studies could be found. Therefore, this study contributes to filling this gap in the literature by providing empirical assessment of TQM level of implementation in Gaza Strip hospitals.