Dissertations / Theses: 'Malcolm Baldrige National Quality Award (MBNQA)'

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Hossain, Muhammad Muazzem. "Investigating the relationship between the business performance management framework and the Malcolm Baldrige National Quality Award framework." Thesis, University of North Texas, 2009. https://digital.library.unt.edu/ark:/67531/metadc11034/.

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The business performance management (BPM) framework helps an organization continuously adjust and successfully execute its strategies. BPM helps increase flexibility by providing managers with an early alert about changes and, as a result, allows faster response to such changes. The Malcolm Baldrige National Quality Award (MBNQA) framework provides a basis for self-assessment and a systems perspective for managing an organization's key processes for achieving business results. The MBNQA framework is a more comprehensive framework and encapsulates the underlying constructs in the BPM framework. The objectives of this dissertation are fourfold: (1) to validate the underlying relationships presented in the 2008 MBNQA framework, (2) to explore the MBNQA framework at the dimension level, and develop and test constructs measured at that level in a causal model, (3) to validate and create a common general framework for the business performance model by integrating the practitioner literature with basic theory including existing MBNQA theory, and (4) to integrate the BPM framework and the MBNQA framework into a new framework (BPM-MBNQA framework) that can guide organizations in their journey toward achieving and sustaining competitive and strategic advantages. The purpose of this study is to achieve these objectives by means of a combination of methodologies including literature reviews, expert opinions, interviews, presentation feedbacks, content analysis, and latent semantic analysis. An initial BPM framework was developed based on the reviews of literature and expert opinions. There is a paucity of academic research on business performance management. Therefore, this study reviewed the practitioner literature on BPM and from the numerous organization-specific BPM models developed a generic, conceptual BPM framework. With the intent of obtaining valuable feedback, this initial BPM framework was presented to Baldrige Award recipients (BARs) and selected academicians from across the United States who participated in the Fall Summit 2007 held at Caterpillar Financial Headquarter in Nashville, TN on October 1 and 2, 2007. Incorporating the feedback from that group allowed refining and improving the proposed BPM framework. This study developed a variant of the traditional latent semantic analysis (LSA) called causal latent semantic analysis (cLSA) that enables us to test causal models using textual data. This method was used to validate the 2008 MBNQA framework based on article abstracts on the Baldrige Award and program published in both practitioner and academic journals from 1987 to 2009. The cLSA was also used to validate the BPM framework using the full body text data from all articles published in the practitioner journal entitled the Business Performance Management Magazine since its inception in 2003. The results provide the first cLSA study of these frameworks. This is also the first study to examine all the causal relationships within the MBNQA and BPM frameworks.

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Dettmann, Paul E. "Administrators, Faculty, and Staff/Support Staff Perceptions of MBNQA Educational Criteria Implementation at the University of Wisconsin Stout." Diss., Virginia Tech, 2004. http://hdl.handle.net/10919/11212.

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This study focused on the University of Wisconsin Stout's (UW Stout) implementation of the Malcolm Baldridge Award (MBNQA) Criteria for Educational Performance Excellence. The study had two objectives: (1) to determine administrator, faculty, and staff/support staff perceptions and compare those perceptions; and, (2) to identify the positive and negative views each of the three groups held regarding the implementation process. The study design was a mixed method approach which used both qualitative and quantitative research methodologies. Administrators, faculty, and staff/support staff at UW Stout were randomly selected to participate in the study. The instrument used to gather information contained 26 quantitative, two qualitative, and three demographic questions. Qualitative data were analyzed using analysis of variance with an alpha level established at .05. Results revealed significant differences in participants' perceptions for four of the seven MBNQA categories. Tukey Post-Hoc tests were performed for each of the significant categories. Post-Hoc tests for all four categories indicated that administrative participants had significantly more positive perceptions of MBNQA education criteria implementation than faculty or staff/support staff. A content analysis of the qualitative data revealed five positive themes: (1) Recognition as a Center of Excellence, (2) Pride in Affiliation, (3) Positive Exposure/Marketing Opportunities, (4) Conduit for Continuous Improvement, and (5) Increased Communication. Analysis also revealed nine common negative themes: (1) Perceived Opportunity Costs, (2) Education/Training Needs. (3) A Lack of Continuous Improvement, (4) Increased Workload, (5) Disconnect Between the Award and the University Mission, (6) Campus Climate, (7) Increased Quality Expectations, (8) Decisions Being Made Without Following the Baldridge Model, and (9) Insufficient Employee Recognition. Study findings may provide insight regarding employees' differing views of quality implementation at the university level. Results of this investigation may be useful to quality consultants who assist others in the establishment of institutional quality initiatives as well as higher education administrators who are considering MBNQA criteria implementation at their own institutions.
Ph. D.

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Lai, Mei-Chiao, and res cand@acu edu au. "An Investigation into the Relationship between Total Quality Management Practice and Performance in a Taiwan Public Hospital." Australian Catholic University. School of Business and Informatics, 2003. http://dlibrary.acu.edu.au/digitaltheses/public/adt-acuvp34.29082005.

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This thesis investigated the relationship between Total Quality Management (TQM) practice and hospital performance from 1997 t0 2001 in a Taiwan public hospital. In Taiwan, previous research focused on TQM practice and hospital performance in the manufacturing sector. Earlier research relevant to hospitals emphasised outcomes, such as hospital efficiency. The current study differs from the previous hospital research by examining comprehensive organisational performance, including financial and non-financial performance. The objective was to gain insights into ways in which the managers of hospitals might use the findings to enhance the hospital performance levels. The Malcolm Baldrige National Quality Award (MBNQA) 2001 health care criteria for performance excellence were used as a research instrument to measure TQM practice and hospital performance. Data were collected using triangulation method, that is a self-assessment questionnaire, focus group interviews and documentation that is Government Annual Reports. Multivariate Analysis of Variance (MANOVA) and Multiple Regression Analysis were utilised to analyse data from questionnaires. Findings from focus group interviews were coded and categorised. Findings from documentation were used to verify and validate the progress of hospital performance. The quantitative findings indicated that the demographic characteristics of employees had no significant impact on TQM practice, nor on hospital performance. Elements of TQM, however, were important determinants of overall hospital performance, the more committed the TQM practice, the better the hospital performance. The qualitative findings indicated that, for Hospital A, effective TQM would be accomplished through incremental organisational change. This research makes a contribution to both academic knowledge and hospital practice. It bridges the research gap in the relationship between TQM practice and hospital performance and also offers a solid foundation for future academic research. The study also provides short and long-term recommendations about quality improvement to both the manager and hospital A.

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Peng, Xianghui. "Quality Management Theory Development and Investigation of the Constructs within an Organizational Framework." Thesis, University of North Texas, 2016. https://digital.library.unt.edu/ark:/67531/metadc849744/.

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Supply chain management (SCM) and quality management (QM) share some common literature and have overlapping domains that reinforce each other in the supplier and customer relationship management areas. Despite the recognized importance of supplier and customer relationships toward achieving quality goals, limited prior research examines whether SCM represents a distinct construct within the prominent existing quality focused organizational frameworks such as the Malcolm Baldrige National Quality Award (MBNQA). As a result of the absence of the SCM construct in the frameworks, the problem facing researchers is understanding the role of SCM in the implementation of QM practices within an organization. Such an understanding is key to QM theory development for the 21st century organizations. In order to conduct this investigation, we examine several well-studied quality focused organizational frameworks that are validated among the community of researchers, and, widely accepted among practitioners. However, which of these well-known quality management models serve as the best proxy for a quality focused organizational framework is an important area for research in order to better promote QM worldwide. This research involves three essays and uses a mixed methodology of qualitative and quantitative research. Essay 1 compares well-known national quality award frameworks such as the MBNQA, the Deming Prize, and the European Foundation for Quality Management (EFQM) Award through analysis of the extensive literature on each as well as examination of the government documents about the frameworks. Comparisons show the Baldrige framework most widely serves as basic model for national quality award frameworks to increase the awareness of quality and promote the best QM practices. After reviewing the categories and their weightings in the frameworks of MBNQA, the Deming Prize, and the EFQM Award, we identify opportunities to refine the frameworks and promote QM theory development. Essay 2 fills a critical research gap by assessing the effectiveness of the Baldrige framework within a government organization and by comparing the effectiveness of the categories of the Baldrige framework in government to the effectiveness of the categories in different industries. This study examines the relative effectiveness of each Baldrige category in the MBNQA 2013-2014 framework using data from a municipal government. It tests the hypothesized research model employing partial least squares - structural equation modeling (PLS-SEM). Drawing on contingency theory, it explores the commonalities and differences of the effectiveness of Baldrige categories across different industries by comparing our results with summarized prior research findings of interrelationships among the Baldrige categories. Essay 3 posits a restructured Baldrige framework after conducting a rigorous literature review on SCM and examining the Baldrige framework and categories associated with SCM. This work includes a longitudinal set of studies that test the hypothesized research model based upon the newly posited restructured theoretical framework using PLS-SEM on survey data from three different time periods over 20 years across a variety of organizations. The results support that the restructured framework provides a good model fit when the SCM construct is independently identified and included within the framework. The comparison from the longitudinal analysis provides significant insights for theory evolutions of leadership, SCM, and information systems constructs. Additionally, this longitudinal investigation over 20 years supports the evolution of the Baldrige framework as it was revised over time. Most importantly the work posits and supports the new theory development and shows the overarching importance of the SCM as a major organizational construct.

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Worthington, Jeremiah. "Analyzing three quality management systems in relation to the Malcolm Baldrige National Quality Award." CSUSB ScholarWorks, 2005. https://scholarworks.lib.csusb.edu/etd-project/2855.

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This paper explores different quality management systems (QMS) and correlates their value in achieving success as measured by the Malcolm Baldrige Award. The three major quality management systems were reviewed, International Organization of Standards (ISO), Total Quality Management (TQM) and Six Sigma. Quality management systems are the single most powerful tool that a company can establish to create a sucessful organization.

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Horne, John Richard. "THE EFFECT ON CORPORATE PERFORMANCE OF FIRMS THAT WON THE MALCOLM BALDRIGE NATIONAL QUALITY AWARD." NSUWorks, 2009. http://nsuworks.nova.edu/hsbe_etd/44.

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This study examined the business results of companies that won the Malcolm Baldrige National Quality Award (NQA). It used performance data before and after the award to determine if there were significant differences in three key performance indices after adoption of those business techniques that enabled these companies to win their NQA. The three key indicators were return on assets (ROA), earnings per share (EPS) and the current ratio. The study examined the data in two ways; first tests were made by comparing company performance before and after winning an NQA. The second way of testing was by comparing the NQA-winning company's performance with its key competitors within their market segment. Using both parametric and nonparametric hypothesis testing techniques, the preponderance of evidence suggests there was no significant difference in performance after winning the NQA than before, using the three performance indicators used in this study. Likewise, there was no evidence to suggest that the NQA-winning firms outperformed their key competitors within their market segment, for the three performance indicators used.

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Winn, Richard A. "QA or CQI : the role of the Malcolm Baldrige National Quality Award program in higher education /." La Verne, Calif. : University of La Verne, 2002. http://0-wwwlib.umi.com.garfield.ulv.edu/dissertations/fullcit/3060180.

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Wilson, Darryl D. "An empirical study to test the causal linkages implied in the Malcolm Baldrige national quality award /." Connect to resource, 1997. http://rave.ohiolink.edu/etdc/view.cgi?acc%5Fnum=osu1261319885.

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HEMANI, HEMANSHU J. "EXTENSION OF TOTAL QUALITY TO SUPPLY CHAINS BASED ON THE INFRASTRUCTURE FOR THE BALDRIGE AWARD." University of Cincinnati / OhioLINK, 2006. http://rave.ohiolink.edu/etdc/view?acc_num=ucin1140404220.

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Hossain, Muhammad Muazzem Prybutok Victor Ronald. "Investigating the relationship between the business performance management framework and the Malcolm Baldrige National Quality Award framework." [Denton, Tex.] : University of North Texas, 2009. http://digital.library.unt.edu/permalink/meta-dc-11034.

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Millan, Jorge A. Palmer James C. Hines Edward R. "Applicability of the premises of the Malcolm Baldrige National Quality Award framework to assessments of community college effectiveness." Normal, Ill. Illinois State University, 1997. http://wwwlib.umi.com/cr/ilstu/fullcit?p9803728.

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Thesis (Ph. D.)--Illinois State University, 1997.
Title from title page screen, viewed June 5, 2006. Dissertation Committee: James C. Palmer, Edward R. Hines (co-chairs), John R. McCarthy, Anita Lupo. Includes bibliographical references (leaves 81-84) and abstract. Also available in print.

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Hackett, Lelia Louise Wallace. "Strategy for institutional improvement : application of Baldrige criteria at a selected community college /." Access restricted to users with UT Austin EID Full text (PDF) from UMI/Dissertation Abstracts International, 2001. http://wwwlib.umi.com/cr/utexas/fullcit?p3026197.

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Santiago, Rolando Melchiades. "Reducing supplier oversight : an analysis of supplier quality assurance practices used by Defense Contractors and Malcolm Baldrige National Quality Award Winners." Thesis, Monterey, California. Naval Postgraduate School, 1991. http://hdl.handle.net/10945/26722.

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Joyce, Dixon B. "Perceptions of the Appropriateness of the 1998 Malcolm Baldrige National Quality Award Education Criteria for Assessing Virginia Community Colleges." Digital Commons @ East Tennessee State University, 1998. https://dc.etsu.edu/etd/2929.

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The purposes of this study were: (a) To determine whether full-time teaching faculty and full-time administrators perceive the Malcolm Baldrige National Quality Award (MBNQA) 1998 Education Criteria for Performance Excellence (ECPE) to be appropriate for assessing Virginia community colleges, and (b) To determine if differences in perceptions exist regarding demographic variables among full-time teaching faculty and among full-time administrators in the use of these criteria to assess Virginia community colleges. Data were collected from a random sample of 129 full-time teaching faculty and 57 full-time administrators using the seven categories and 18 items of the 1998 ECPE. Demographic factors included years of teaching experience in education, years of administrative experience in education, major teaching area, highest degree level earned, college enrollment, and age. A mean was calculated on the perceived appropriateness of each of the 18 items of the 1998 ECPE for faculty and administrators. A t test or an analysis of variance was conducted on the scale means for faculty and administrators to determine if differences exist regarding demographic variables and the perceived appropriateness of the 18 items of the 1998 ECPE by faculty and administrators. The Scheffe post hoc analysis revealed a significance difference for administrators in the college transfer and the technical classifications of major teaching area. The major conclusions were: (1) faculty and administrators perceived the 1998 ECPE as "somewhat appropriate" for assessing Virginia community colleges, (2) faculty and administrators perceived each of the 18 items of the 1998 ECPE as "somewhat appropriate" for assessing Virginia community colleges, (3) the major teaching area was not a factor in full-time teaching faculty members' perceptions of the 18 items of the 1998 ECPE's appropriateness for assessing Virginia community colleges; however, the major teaching area was a factor in full-time administrators' perceptions and this statistically significant difference could possibly be attributed to their low rate of response with only 47.4% of administrators surveyed responding to this question, and (4) years of experience in education, highest degree level earned, college enrollment, and age were not factors in full-time teaching faculty members' or full-time administrators' perceptions of the 18 items of the 1998 ECPE's appropriateness for assessing Virginia community colleges.

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McNally, Sean. "A textual analysis of Malcolm Baldrige National Quality Award recipients to explore best organizational communication models in American companies." Scholarly Commons, 2006. https://scholarlycommons.pacific.edu/uop_etds/643.

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Key elements found in areas of organizational commnication which develop into the foundational structure for the comprehensive list of best practices for communication is discerned from the wide array of practices existent in American companies. To remain among the most competitive globally, it is increasingly important to understand how best practices can be utilized to maintain a lead. This can be accomplished by recognizing the importance of American efforts to share knowledge and strategies for competitiveness. The Federal program under the directive of National Institute of Standards and Technology (NIST) manages a program called the Malcolm Baldrige National Quality Award (MBNQA). Using the award summary profiles of the 68 MBNQA recipients, the best practices are studied to reveal the tactics and strategies that influence the best American companies to achieve the highest productivity and successful communication models. The practices measured within the profile summaries of winning organizations are comprehensively packaged for senior leader use in strategic planning and vision deployment. Exploring reoccurring communication models found in the Malcolm Baldrige National Quality Award Program contributes to the body of knowledge in organizational communication studies; by comprehensively providing the practices used for organizational excellence. The seven principles integral to organizational communication methods employed by top national companies can be categorized by these essential communicative functions: adapting to change, adapting new technology, managing information effectively, mentoring for leadership, organizational culture, performance feedback, and supervisor and employee communication. MBNQA recipient application profiles principle attributes were calculated by degrees of contribution to the successful application to organizational communication models. Success is identified by the award criteria with regard to aspects of business which exemplify quality improvement in their approach to deployment, integration, and learning. These areas are looked at in terms of relevance to key factors in varied levels concerning strengths, opportunities, and results.

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Unger, Kevin L. "An investigation into the effects of winning the Malcolm Baldrige National Quality Award on the performance of hospitals/healthcare systems." Thesis, Colorado State University, 2013. http://pqdtopen.proquest.com/#viewpdf?dispub=3593456.

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The efficiency and efficacy of the U.S. healthcare system has been in question for decades. We spend more per capita than any other industrialized nation while consistently realizing inferior health outcomes for our population as a whole when compared with many industrialized nations. In 1965, the proportion of U.S. gross domestic product (GDP) attributed to healthcare was approximately 6%. Today, the share of GDP spent on healthcare by the United States is almost 18%. This number is 5% higher than the next two countries, the Netherlands and France (spending 12.0% and 11.8% of their GDP on healthcare respectively) according to the Organization for Economic Co-operation and Development (OECD). The proportion of GDP spent on healthcare in 2020 is estimated to reach 20%, with the nation's increasing healthcare expeditors reducing resources available for other worthy government programs, eroding wages, and undermining the competitiveness of U.S. industry.

This dissertation explores longitudinal outcome data for Malcolm Baldrige National Quality Award recipients in healthcare in the dimensions of patient outcomes (mortality, complications and patient safety), as well as hospital financial and efficiency measures (average length of stay, expense per discharge and profitability). Source data from Truven Health Analytics (formerly Thomson Reuters) are used to evaluate changes in level, immediacy/latency and trend in the years prior to versus the years after becoming a Malcolm Baldrige National Quality Award recipient. In support of the hypothesis, being a recipient of the Malcolm Baldrige National Quality Award in healthcare explains slight enhancements in clinical outcomes, while hospital financial and efficiency measures all showed overwhelmingly positive operating results.

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Bacelar, Sonia Regina Barreto. "Recomendações para implantação de modelo de gestão da qualidade para instituições privadas de ensino superior." [s.n.], 2003. http://repositorio.unicamp.br/jspui/handle/REPOSIP/263990.

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Orientador: Ettore Bresciani Filho
Dissertação (mestrado) - Universidade Estadual de Campinas, Faculdade de Engenharia Mecanica
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Mestrado

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Reid, Maurice Clifford. "An analysis of the baldrige quality philosophy within the State of Ohio's Department of Education." Columbus, Ohio : Ohio State University, 2008. http://rave.ohiolink.edu/etdc/view?acc%5Fnum=osu1224211726.

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Haussen, Leonardo Fagundes. "Geração de valor ao acionista: estudo de caso das métricas de avaliação financeira utilizadas por oito empresas vencedoras do prêmio nacional da qualidade e do malcolm baldrige national quality award nos anos de 2002 e 2003." reponame:Repositório Institucional do FGV, 2005. http://hdl.handle.net/10438/5753.

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Este estudo é uma análise do processo de geração de valor ao acionista do Prêmio Nacional da Qualidade (PNQ) e do Malcolm Baldrige National Quality Award (MBNQA), feita através do estudo de caso das métricas financeiras utilizadas por oito empresas vencedoras destes prêmios em 2002 e 2003. Objetivo: Identificar consistências e complementaridades entre o PNQ e o MBNQA e objetivos financeiros de geração de valor ao acionista, verificando se as métricas utilizadas pelas oito empresas são consistentes com estes conceitos. Método: Estudo de caso das métricas financeiras utilizadas em 2002 e 2003 por três empresas vencedoras do PNQ e por cinco empresas vencedoras do MBNQA, comparando-as com métricas financeiras recomendados pela bibliografia de finanças na área de geração de valor ao acionista. Resultados: As empresas monitoraram indicadores operacionais importantes (direcionadores de valor), mas a maior parte das métricas financeiras utilizadas está mais ligada a medidas contábeis e de performance passada do que a métricas de geração de valor ao acionista. Conclusão: Verificou-se que as métricas financeiras utilizadas pelas oito empresas não estão consistentes com os conceitos de finanças na área de geração de valor ao acionista e não permitem a correta medição do seu processo de geração de valor. Por outro lado, o fato do PNQ e do MBNQA levarem ao acompanhamento sistemático de indicadores direcionadores de valor, a revisões periódicas destes indicadores e a busca de melhorias e alinhamento com a estratégia da empresa é positivo, podendo gerar bons resultados para as empresas. A utilização conjunta da metodologia do PNQ e do MBNQA com a disciplina de finanças tem grande potencial de gerar valor para os acionistas.

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Francisco, Melissa. "A Framework of Critical Success Factors for Business Organizations that Lead to Performance Excellence Based on a Financial and Quality Systems Assessment." Doctoral diss., University of Central Florida, 2014. http://digital.library.ucf.edu/cdm/ref/collection/ETD/id/6272.

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One of the most important tasks that business leaders undertake in order to achieve a superior market position is strategic planning. Beyond this obligation, business owners desire to maximize profit and maintain steady growth. In order to do this, resources must be invested in the most efficient way possible in order to achieve performance excellence. Adjusting business operations quickly, however, especially in times of economic uncertainty, is extremely difficult. Business leaders therefore need insight into which elements of organizational improvement are most effective in order to strategically invest their resources to achieve superior performance in the most efficient way possible. This research examines the results of companies which have a demonstrated ability to achieve performance excellence as defined by the National Institute of Standards and Technology's Malcolm Baldrige Criteria for Performance Excellence. This research examined award-winning applications to determine common input factors, compared the business results of a subset of those award-winners with the overall market for a time-frame of 11 years, and then investigated the profitability, liquidity, debt management, asset management, and per share performance ratios of award-winners compared with their industry peers over 11 years as well. The main focus of this research is to determine whether participation in performance excellence best practices have created value for shareholders and business owners. This objective is achieved through the analysis of performance results of award winning companies. This research demonstrates that the integration of efforts associated with performance excellence is in-fact advantageous.
Ph.D.
Doctorate
Industrial Engineering and Management Systems
Engineering and Computer Science
Industrial Engineering

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Kao, Chu-Ling, and 高珠鈴. "Empirical Study of Education Quality Self-Assessment - taking Malcolm Baldrige National Quality Award as reference framework." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/29z25m.

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博士
國立屏東教育大學
教育行政研究所
97
This research uses Education Criteria for Performance Excellence from 2009 -2010 by Malcolm Baldrige National Quality Award as reference framework. From leadership, strategic planning, customer focus, measurement, analysis and knowledge management, workforce focus, process management, results, this research surveys current status on education quality self-assessment by principals of junior high and elementary schools in Pingtung County. This research adopts questionnaire survey to take 209 junior high and elementary schools in Pingtung County as target. Pre-test was conducted in 31 schools, the rest 178 schools was used as formal survey. 152 copies were recovered, the effective recovery rate was 85.39%. This research uses SPSS, Expert Choice and EXCEL to conduct data processing and statistical analysis with conclusions as follows: 1. The overall education quality (1) MBNQA can be a conductive tool and reference for the self-assessment of the educational quality. (2) “Leadership” and “Results” are the key factors to influence the educational quality. (3) Dimension “results” in educational quality has the lowest expectation score. (4) The outcome of the research manifests imbalance and disproportion of the overall educational quality of junior high and elementary schools. 2. The empirical result focusing on Pingtung County (1) All in all, the self-assessment of the educational quality of junior high and elementary schools in Pingtung County reaches medium level. Among seven dimensions, “workforce” has the highest level, while “results” the lowest level. (2) The outcome of the overall educational quality is not thoroughly affected by such the variants as school system, property, established history, class scale, supervising area and geographical location. (3) The performance of “workforce” in elementary schools is apparent better than junior high schools. (4) Dimension “leadership” shows distinctions in the schools with different established history. (5) Scholars and Specialists with different backgrounds hold respective perspectives on ratio of the self-assessment of the educational quality. (6) The ratios of “Leadership” and “results” are higher than those of other dimensions. (7) The overall differences of the scores of variants is from 2% to 28%. Based on above findings and conclusions, this research proposes three suggestions to serve as reference to educational administrative authority, schools and subsequent researches.

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Hackett, Leila Louise Wallace 1952. "Strategy for institutional improvement : application of Baldrige criteria at a selected community college." 2001. http://hdl.handle.net/2152/10505.

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Dissertations / Theses on the topic 'Malcolm Baldrige National Quality Award (MBNQA)'

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