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Baldrige winners learn that quality really does pay

Chris Taylor (Editor of Managing Service Quality)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 April 1997

841

Abstract

Reviews the current state of the US‐based Malcolm Baldrige National Quality Award scheme and poses the question: who wins as quality improves? Outlines a number of arguments for benefits to many stakeholders, and reviews figures from the National Institute of Standards and Technology (organizers of the awards) that demonstrate that quality has a financial pay‐off. This is done through a comparison of stock values of many winners over several years compared with industry performance norms, and suggests the evidence is clear: quality initiatives are an investment not an expense.

Keywords

Citation

Taylor, C. (1997), "Baldrige winners learn that quality really does pay", Managing Service Quality: An International Journal, Vol. 7 No. 2, pp. 65-68. https://doi.org/10.1108/09604529710161423

Publisher

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MCB UP Ltd

Copyright © 1997, MCB UP Limited

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