CONTENTS
1. Background
2. Criteria Overview
3. Using the criteria for self-improvement
4. Criteria
Category 1.0: Leadership ; Category 2.0: Informatioan analysis; Category 3.0 Strategic planning; Category 4.0 Human resource development; Category 5.0: Process management; Category 6.0: Business results; Category 7.0: Customer focus and satisfaction

5. Award process
6. Getting startedL the assessment process
7. Case study: Collins technology
8. Evaluation process: comments
9. Scoring
10. Feedback report
11. Site visit
12. Getting startedL organizaion and follow-though
13. Comparison between the MBNQA criteria and the ISO 9001
14. The future of BMNQA
15. Summary and conculsion