Process Management Exellence Criteria -- Reading and assessment instructions -- Contents -- Introduction -- Purpose of the book -- What does self-assessment mean for an organization? -- What can you gain? -- The Malcolm Baldrige Performance Excellence Framework -- Assessment criteria and sub-criteria -- Assessment instructions -- Process Management -- Why Process Management? -- 1.Leadership -- 2.Strategic Planning -- 3.Customer Focus -- 4.Measurement, Analysis, andKnowledge Management -- 5.Workforce Focus -- 6.Operations Focus -- 7.Results through Process Management -- Baldrige Scoring Summary Sheet -- About the Author -- Development training -- ChangeManager Pro Products.