TQM Model of Elements-Deployment Table Developed from Quality ...

The questions are as follows.
Finding No. 1: The criteria’s primary use
Finding No.2: The criteria’s usfulness
Finding No. 3: How often the criteria are being used and by whom
The analysis results are as follows.
21.7% personel had used it at last once per week in the past 12 months though
18.4% of those who answered did not use the Criteria.
In general
(a) The criteria are being used primarily to obtain information on how to achieve
business excellence.
(b) The criteria’s usefulness, overall, has met or exceeded users’ expectations.
(c) Not observe any limitation nor boundary for use of the criteria, and Top
management are using several times within a year.
through which it is understood that knowledge accumulation level are upward by
criteria studying from all over the USA.
(3) The Criteria: A Looking Glass to Americans’ Understanding of Quality.
Case study of “Evaluation Criteria”: Category 7 “Business Result (allocated 450
points out of Total 1000 points" was reported by Best [23].
The following examples are explained from plain graphical charts.
(a) ADAC Laboratories (1996 Baldrige Award Recipient - Manufacturing) is a
manufacturer of Medical Technology Equipment. ADAC have shortened for their
service cycle time (SCT) of the nuclear medicine equipment from 50 hours in 1990
to about 15 hours by winning in 1996, and also status of Customer Satisfaction
Measures were improved from 70% level in 1992 to 90% level in 1996. As for
On-time Delivery Performance (%) was also improved to the world class level of
more than 95% for 1992-1996.
A lot of about five points are industry-leading as Service Ratings in each item all
items of Overall service, Speed by phone, Competence of personnel, Attitude of
personnel, Troubleshooting by phone, Availability of parts, Address needs, and
Preventive Maintenance.
(b) Costomer Customer Research Inc. (CRI, 1996 Baldrige Award Recipient)
improved on Employee Training Hours (average hours per year) from 60 hours or
more in 1990 to the level of 140 hours during 1994-1995. Moreover, the Employee
Satisfaction Rating (% Responding favorably – Statement: I am satisfied with the
training opportunities offered at CRI.) were improved from 40% or more in 1990
to about 80% in 1995.
The above-mentioned are justifying how the MBNQA evaluation criteria are effective
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