Quality Time

Well, it's been a while since posting. While I'd like to say that I've been busy writing code, that would be a lie. Instead, since returning from WWDC2005 I've been focusing on may day job, including I task I signed up for earlier in the year; being a Quality Examiner for the Missouri Quality Award program.



This process uses the Baldrige National Quality criteria to assess applicant organizations within Missouri. It's a rigorous process, and takes a significant time commitment by the volunteer examiners.



What I'd like to do is spend a little time over the next few posts to discuss what I think a microISV (in general) and my microISV specifically can learn from the criteria.



Before those posts begin, however, I want to parrot a project management maxim: "Quality is something you plan, not something you test for at the end." The Baldrige framework is general enough to be applied across industries and organizations of widely differing sizes. Quality is something that you need to think about as you are planning your microISV, not something you should think about as you close out your testing phase.

The Baldrige Framework

Leadership - Category 1

Examines how senior executives guide the organization and how the organization addresses its responsibilities to the public and practices good citizenship.

Strategic Planning - Category 2

Examines how the organization sets strategic directions and how it determines key action plans.

Customer and Market Focus - Category 3

Examines how the organization determines requirements and expectations of customers and markets; builds relationships with customers; and acquires, satisfies, and retains customers.

Measurement, Analysis, and Knowledge Management - Category 4

Examines the management, effective use, analysis, and improvement of data and information to support key organization processes and the organization’s performance management system.

Human Resources Focus - Category 5

Examines how the organization enables its workforce to develop its full potential and how the workforces is aligned with the organization’s objectives.

Process Management - Category 6

Examines aspects of how key production/delivery and support processes are designed, managed, and improved.

Business Results - Category 7

Examines the organization’s performance and improvement in its key business areas: customer satisfaction, financial and marketplace performance, human resources, supplier and partner performance, operational performance, and governance and social responsibility. The category also examines how the organization performs relative to competitors.


Next post: What it means to a MicroISV