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The Total Quality Journey

Executives who attended The Regional Malcolm Baldridge Award conferences say the feedback they receive is worth more than winning. The criteria for the award reinforce quality into every business area through these categories: leadership, customer focus and satisfaction, process management, strategic planning, business results, human resources development and management, and information and analysis. This report shares some of the lessons that award applicants learned, including how customer satisfaction is tied to the bottom line and employees, how coaching empowers employees, and the benefits of technology.




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