Collin Technologies Case Study Essay examples

33525 Words Nov 22nd, 2014 135 Pages
2013

Collin Technologies
Case Study

Baldrige Performance Excellence Program
National Institute of Standards and Technology (NIST) • United States Department of Commerce

July 2013

To obtain Baldrige Program products and services, contact
Baldrige Performance Excellence Program
Administration Building, Room A600
100 Bureau Drive, Stop 1020
Gaithersburg, MD 20899-1020
Telephone: (301) 975-2036
Fax: (301) 948-3716
E-mail: baldrige@nist.gov
Web: http://www.nist.gov/baldrige
The Collin Technologies Case Study is a fictional Baldrige Award application prepared for use in the 2013
Malcolm Baldrige National Quality Award Examiner Preparation Course. The fictitious case study organization is a small, high-tech manufacturer in the electronics
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Category 2: Strategic Planning 2.1
Strategy Development . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 2.2
Strategy Implementation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Category 3: Customer Focus 3.1
Voice of the Customer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 3.2
Customer Engagement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Category 4: Measurement, Analysis, and Knowledge Management 4.1
Measurement, Analysis, and Improvement of Organizational Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 4.2
Knowledge Management, Information, and Information Technology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Category 5: Workforce Focus 5.1
Workforce Environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 5.2
Workforce Engagement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Category 6: Operations Focus 6.1
Work Processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 6.2
Operational Effectiveness . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Category 7: Results 7.1 7.2 7.3 7.4 7.5

Product and Process Results . . . . . . . . .

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