Abstract

When conducting self-assessments, most teams know what questions management will ask and prepare their answers accordingly. The Baldrige criteria disrupt this complacency because they force organizations to confront questions they would rather avoid. What makes the Baldrige questions tough is that they may not be immediately clear. They are hidden within the criteria and may go unnoticed when preparing an application. Ten such tough questions hidden in the 2008 Baldrige criteria are discussed. Focusing on these 10 questions has a domino effect on the remaining requirements of the criteria and helps business units identify areas to improve upon.