Only an elite few organizations have won the Malcolm Baldrige National Quality Award. They are the world-class competitors - the ones that have demonstrated to the world new ways to improve quality and response time, reduce costs, and gain market share. Measures of Quality & High Performance looks closely at these innovators and explains how your organization (regardless of size) can emulate them. It examines 19 of the 24 most recent Baldrige winners ... extracts an overall game plan for increasing both quality and productivity ... and helps you create your own blue-print for benchmarking the best practices in America. (text from the publisher)