Reconfigured to Be the Best: Leading Organizations to Excellence Through Quality Improvement

Document Type

Journal Article

Publication Date

Fall 2012


S.A.M. Advanced Management Journal


Volume 77, Issue 4

Inclusive Pages

4-11, 59


Leadership; Quality Improvement


In today's consumer-centric economy, excellence in quality has been embraced as a strategic objective for many organizations. Achieving such excellence, however, relies greatly on organizational leadership to develop and manage strategic initiatives that drive outcomes to levels that are considered industry best practices. Organizations capable of achieving such excellence are recognized by institutions such as the National Institute of Standards and Technology (NIST), a public-private partnership in the US dedicated to performance excellence. Each year, NIST grants a handful of organizations the prestigious Malcolm Baldrige National Quality Award, in recognition of their ability to deliver a consistently positive customer experience, value and empower their workforce, and think and act ethically. This research examines the 51 organizations that received the Malcolm Baldrige National Quality Award from 2000 to 2010 to identify how their senior leadership teams manage vision, values, and mission; evaluate organizational performance; conduct communication; establish governance; and fulfill societal responsibilities.

Peer Reviewed