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Assessing the effectiveness of the Malcolm Baldrige National Quality Award model with municipal government


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  • Prybutok, Victor
  • Zhang, Xiaoni
  • Peak, Daniel
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    This study examines the applicability of the MBNQA 2002 criteria to the government sector and contributes to the growing body of literature that addresses the need for performance metrics for government organizations. As the MBNQA is being proposed and pilot tested in government organizations, this work provides support for the transference and application of the model to government services in a municipal government. This study demonstrates the first structural model test using Partial Least Square (PLS) of an instrument that was based on a one-to-one item to criteria correspondence. We collected data from a city government and used PLS to analyze the survey data and tested the MBNQA model fit. The findings of this study show that the proposed Malcolm Baldrige National Quality Award (MBNQA) criteria-based instrument provides a viable set of measures for a municipal government to review and measure their business (organization) processes. These measures can enhance decision making about resource allocations because such measures allow evaluation of processes and a better understanding of the integration among these processes.

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    Bibliographic Info

    Article provided by Elsevier in its journal Socio-Economic Planning Sciences.

    Volume (Year): 45 (2011)
    Issue (Month): 3 (September)
    Pages: 118-129

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    Handle: RePEc:eee:soceps:v:45:y:2011:i:3:p:118-129

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    Keywords: Quality management Survey Path analysis Empirical research Quality Service operations Government performance measurement Government services Service quality management Partial Least Squares;


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    1. Lakdawalla, Darius & Philipson, Tomas, 2006. "The nonprofit sector and industry performance," Journal of Public Economics, Elsevier, vol. 90(8-9), pages 1681-1698, September.
    2. Tari, Juan Jose & Molina, Jose Francisco & Castejon, Juan Luis, 2007. "The relationship between quality management practices and their effects on quality outcomes," European Journal of Operational Research, Elsevier, vol. 183(2), pages 483-501, December.
    3. Conca, Francisco Jose & Llopis, Juan & Tari, Juan Jose, 2004. "Development of a measure to assess quality management in certified firms," European Journal of Operational Research, Elsevier, vol. 156(3), pages 683-697, August.
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