The Baldrige Criteria for Educational Institutions -- Reading and assessment instructions -- Contents -- Introduction -- Purpose of the book -- What can you gain? -- The Malcolm Baldrige Performance Excellence Framework -- Assessment Categories and Items -- Assessment instructions -- 1.Leadership -- 2.Strategic Planning -- 3.Customer Focus -- 4.Measurement, Analysis, and Knowledge Management -- 5.Workforce Focus -- 6.Operations Focus -- 7.Results -- Baldrige Scoring Summary Sheet -- You can use the book in lots of different ways -- About the Authors -- Development training -- ChangeManager Pro Products.