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

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Abstract

One of the major obstacles to empirical investigations of quality in organizations is the difficulty in defining precisely what quality is. One defining framework that is widely accepted in for-profit organizations is the Malcolm Baldrige National Quality Award (MBNQA) framework. This study examines the validity of the proposed relationships among the MBNQA dimensions using data from higher education. The empirical results help identify a modified model that has implications for managing quality improvement initiatives.

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