The Baldrige Criteria for Business Enterprises -- 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 Categories and Items -- Assessment instructions -- 1.Leadership -- 2.Strategic Planning -- 3.Customer Focus -- 4.Measurement, Analysis, andKnowledge 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 Author -- Development training -- ChangeManager Pro Products.