In 1987, the U.S. Congress created the Malcolm Baldrige National Quality Award (MBNQA), a program that rewards
businesses and nonprofits that demonstrate effective, efficient operations. Underlying the MBNQA are criteria to help
organizations integrate seven key areas of operations, including: leadership, strategic planning, customer focus,
information management, workforce planning, process management, and results. Independent of the award process, the
Baldrige Criteria can be used to guide strategic and operations planning. This presentation includes an example of how
the Baldrige Criteria were used to quickly develop a Workforce Management Plan for the National Radio Astronomy
Observatory (NRAO), responding to funding agency requests.