Performance excellence self-assessment tool: A hospital case study

Malcolm Baldrige National Quality Award (MBNQA) is a well-recognized performance excellence model or program integrated into a seven categories framework: leadership, strategy, customers, measurement, analysis, and knowledge management, workforce, operations, and results. Several studies have been performed about MBNQA such as reliability between evaluators, the difference between the type of industries, and validation of MBNQA model paths. However, there is a lack of publications focused to increase the body of knowledge related to "Are we making progress?" the self-assessment tool that MBNQA created in order to any organization be able to conduct an auto-evaluation at any time. Therefore, this investigation has two purposes: (i) show how an organization could use the self-assessment tool to identify opportunities for improvement and (ii) evaluate the construction of the self-assessment tool. In order to achieve these goals, in 2010 the self-assessment tool was applied in a 500-bed U.S. hospital (single case study).