This case study, “Achieving customer and workforce engagement: the Malcolm Baldrige Program” provides you with the opportunity to synthesize and apply the concepts learned in this course to analyze real-world, award-winning organizations. The case study will improve your understanding and ability to think critically about the importance of strategy-driven performance, achieving customer and workforce engagement, and other Baldrige Program criteria.

The Malcolm Baldrige Program

According to the National Institute of Standards and Technology (NIST): “The Baldrige Program oversees the nation’s only Presidential award for performance excellence while offering a wide array of award-winning products and services, including the world-renowned Baldrige Excellence Framework. We invite you to learn about the Baldrige community dedicated to helping organizations improve” ( NIST
(Links to an external site.)
, 2018).

Baldrige helps organizations address a dynamic environment, focus on strategy-driven performance, achieve customer and workforce engagement, and improve governance and ethics, societal responsibilities, competitiveness, and long-term organizational sustainability. It offers you a comprehensive management approach that focuses on results in all areas, organizational and personal learning, and knowledge sharing.

For this case study, you will need to:

Review the following websites to learn more about the Baldrige Program.

Research two award-winning organizations’ websites or their Profiles via the NIST website.


National Institute of Standards and Technology | Baldrige Performance Excellent Program
(Links to an external site.)

Baldrige Foundation
(Links to an external site.)

Critical Thinking Conversation

What is the Baldrige Program Framework for Excellence? Explain in your own words.

What could be learned from the Malcolm Baldrige Award winners, especially as applicable for this Module’s learning outcomes, in terms of achieving customer and workforce engagement?

Compare and contrast two Malcolm Baldrige Award winners from different industries. What are similarities? What are differences? What made them award-winning organizations?


Your APA-formatted report must be at least 500 words with cited references and must include the following headings:

Overview: Summarize the Baldrige Program and its positive impact on organizations, on the communities, the customers, and other key stakeholders.

Critical Thinking Conversation: Respond to the Critical Thinking Conversation.

Debrief: Share your thoughts, opinions, and analysis based on your research.

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