ORGANIZATIONAL QUALITY: An Examination of the Malcolm Baldrige National Quality Framework

One of the major obstacles to empiricalinvestigations of quality in organizations is thedifficulty in defining precisely what quality is. Onedefining framework that is widely accepted in for-profitorganizations is the Malcolm Baldrige National Quality Award(MBNQA) framework. This study examines the validity ofthe proposed relationships among the MBNQA dimensionsusing data from higher education. The empirical results help identify a modified model that hasimplications for managing quality improvementinitiatives.