Baldrige BEM - An example of a successful BEM

In the previous articles, we explained what Business Excellence refers to, as well as how it is implemented. We defined Business Excellence Models (BEMs) and talked about what is needed for a BEM to be complete. This week, we will analyse one of the most widely-used BEMs in the world.


Baldrige Excellence system relies on Baldrige Excellence Framework. It encompasses 7 fundamental pillars: leadership, strategy, customers, measurement analysis and knowledge management, workforce, operations and results. Let's discuss how they separately affect the business.

The Leadership Triad



It includes questions focused on how senior leaders lead and how they govern an organisation. It also deals with how they make societal contributions. For example, leaders can set the direction for their organisation based on the information provided by key customers. This basically means they develop the mission and vision for their workforce based on their key customers' needs.




This category deals with the questions regarding how an organisation develops and implements strategy. The strategy may be built by collecting and analysing data from the key customers. It also needs to rely on tracking and evaluating the performance of their team. The strategy is then implemented by developing action plans.




In this category questions are focused on the way an organisation listens to and learns from the customers. This category needs to question how relationships are built with customers but also how an organisation determines customer satisfaction and engagement.


They then serve as a guide for a company to identify methods to understand current,past and potential customers, but also those from the competitors. This is what derives information about customers' preferences, further affecting the design of products and services. Having this information may help you follow up on the changing needs and expectations of your customers.

The Result Triad



The questions asked here need to show you how to design, manage and improve your essential products, and work processes and effectively manage your operations. In simpler terms - how you design, manage and enhance your daily work.


Applying these questions will likely define key processes that include a process measure aligned directly with the customers' requirements.




This category includes all people actively supervised and involved in accomplishing the company's workload. So, it consists of the paid emloyees, contract employees and volunteers.


This category then asks questions about how an organisation creates an effective and supportive workforce environment and how they engage the workforce for retention and high performance




Monitoring performance of all key areas directly connected to the key approaches of a company provides the data and information needed to evaluate and drive performance.


Measurement Analysis and Knowledge Management


Both the leadership triad and the results triad rely on this category. Here, the questions should give information on how a company measures, analyses and improves organisational performance. It also focuses on how data and corporate assets are managed.