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The Real Story Behind the Commandant’s Performance Challenge

Summary: A case study shows how a Baldrige-based self-assessment process helps the Coast Guard exceed the expectations that they will keep U.S. citizens safe from terrorist attacks, as well as protect their property and preserve their freedoms. Having embraced Total Quality Management, the Coast Guard participated in several award programs and experimented with their own assessment programs, including the Commandant�s Quality Award (CQA) and the Commandant�s Performance Challenge (CPC). Ultimately, a new assessment process, the CPC Collaborative Assessment, was adopted, which incorporated the principles of criteria simplicity and on-site assessment and solved many of the problems inherent in the CQA and CPC application-based processes. Through this new process, the Coast Guard is making significant progress toward their goal of service excellence.

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  • Topics: Baldrige Program, Total Quality Management
  • Keywords: Assessment,Baldrige Award (MBNQA),Total Quality Management (TQM),National security,Quality awards,Case study
  • Author: Irr, Frank; Kalnbach, Chuck; Smith, Mark
  • Journal: Journal for Quality and Participation