Customer Satisfaction Levels

Baldrige Award Winners

A B C D E F G H

93% 87%

98%

87%

96%

84%

92%

99%

Small Business

A B C D

Workforce Retention Levels

Baldrige Award Winners

97% 94% 97% 97%

Service

B: 5 Years

Baldrige Award Winners and Time Periods

A: 12 Years C: 4 Years D: 5 Years

Annual Revenue Increases

Average Annual Improvement: 48%

35%

74% 70%

14%

E: 6 Years

11%

Manufacturing

Focus on Breakthrough Results

Executives just like you have applied the Criteria to guide them toward 

improvements and breakthrough innovations leading to better financial 

results; satisfied, loyal customers; improved products and services; and 

engaged employees. Following are some examples from Baldrige 20/20 of 

organizations across all sectors of the U.S. economy that applied the Criteria, 

achieved world-class performance levels, and won the Malcolm Baldrige National 

Quality Award, the nation’s highest honor for organizations achieving performance 

excellence.

Nestlé Purina PetCare Company’s 

global sales reached $12.5 billion in 

the year it won the Baldrige Award. 

In addition, the company increased 

its revenue over the 7 years leading 

up to its award.

Over the 5 years before its Baldrige 

Award, Caterpillar Financial Services 

Corporation-U.S. increased its assets 

by 34% and increased its profits by 

54%, against industry declines of 

21% and 35%, respectively. 

Among small businesses, K&N 

Management saw a more than 40% 

annual gross profit, exceeding the 

industry standard, in the year it 

received the Baldrige Award. Stoner 

has seen a 400% increase in sales 

over 12 years.
Outpatient Satisfaction Levels and Gains

Average Annual Improvement: 4%

Baldrige Award Winners, Gains, and Time Periods

A B C D E 1% Gain 4% Gain 5% Gain 53% Gain 10% Gain 

2 Years 3 Years 4 Years 4 Years 2 Years

97% 94% 96% 92%

97%

Health Care

Education 

Nonprofit

A B

8 Years Most Recent Year 5 Years

C

Graduate Employment Rates after College

Baldrige Award Winners (Collegiate Organizations) and Time Periods

99% 98% 100% Iredell-Statesville (NC) Schools 

maintained an average annual 

proficiency rate of 85% on a composite 

grades 3–8 measure of reading and 

mathematics in the 5 years before its 

Baldrige Award. Montgomery County 

(MD) Public Schools boasted the highest 

graduation rate of any large school 

district in the nation. And more than 

60% of graduates earned a four-year 

college degree within 6 years.

Robert Wood Johnson University 

Hospital Hamilton has realized a 

95% reduction in patient mortality 

resulting from acute myocardial 

infarction and a nearly 61% reduction 

in mortality resulting from congestive 

heart failure over the 4 years leading 

up to its Baldrige Award. 

Ninety percent of businesses would recommend the City 

of Coral Springs (FL) as a place to do business, a 13% gain 

over the three years leading to its Baldrige Award. And the U.S. Army 

Armament Research, Development and Engineering Center increased its 

revenue by 56% over the 6 years leading up to its Baldrige Award, with 

a cost avoidance of $3.22 billion over the 5 years before its award.

“Baldrige 20/20 shares how 

[organizations] are successfully 

navigating the storms of change, 

achieving operational effectiveness and efficiency, improving 

financial results, enhancing customer service, and winning new 

markets through application of 

the Baldrige Criteria.” 

—Greg Page, Chairman and 

CEO, Cargill, Inc.

A B B Customer 

Group 1

Customer 

Group 2

C

Customer Satisfaction Levels

Baldrige Award Winners

94% 97% 93%

100%