1. Create a matrix diagram in which each row is a category of the Baldrige Award criteria and four columns correspond to a level of organizational maturity with respect to quality:
• Traditional management practices
• Growing awareness of the importance of quality
• Development of a solid quality management system
• Outstanding, world-class management practice
Briefly describe an organization with which you are familiar then rate that organization using the matrix you created above. Review your overall findings then, assuming you are the leader of this organization, explain what you would do as a result of this rating activity.
2. What is the Balanced Scorecard? What, according to Kaplin and Norton, are the four perspectives included in the scorecard? Describe each perspective and explain how they are "balanced". The textbook asserts that a good balanced scorecard contains both leading and lagging measures. Why, according to the text, is it good to have both in the balanced scorecard? Do you agree or disagree? Explain. Under what perspective of the balanced scorecard would you classify each of the following measurements? Are they leading or lagging measurements? Explain why?
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Measurement/metric
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Perspective
(from Kaplin &
Norton's four
perspectives)
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Leading or
lagging?
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On-time delivery to customers
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Time to develop the next generation of products
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Manufacturing yield
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Engineering efficiency
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Quarterly sales growth
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Percent of products that equal 70% of sales
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Cash flow
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Number of customer partnerships
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Increase in market share
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Unit cost of products
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