Problem:
This solution examines how a quality management system based on the Baldridge criteria yielded were used to guide the U.S Postal Service in a changing market environment. In 1993 under the leadership of Marvin Runyon, the US Postal Service embarked on establishing quality measurement principles based on the Baldridge criteria that would ultimately known as the cycle. This entailed a simplified quality assessment program designed to gauge three voices: the customer, the business, and the employee. Each voice had certain metrics associated with it that allowed management to measure the effectiveness of the quality management program.