Profiles the winners of the 1991 Malcolm Baldrige National Quality Award, all of which were electronics firms and had another point in common, that of focusing on customer satisfaction. Defines the dominant factors for each company′s success in the field of quality. Summarises the criteria used by Baldridge examiners in seven areas of the business: leadership, information and analysis, strategic quality planning, human resources utilization, quality assurance, quality results and finally customer satisfaction.
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