This in an environment which many would judge impossible to measure. Both groups of customers measure the school's performance, and those evaluations become part of the data used for the continual efforts to improve. The school's product is its educational program not the children who come and go, but the process that will deliver a continually improving program to each year's classes. Staff satisfaction is measured at least annually. It is the essence of how things are done.
Leadership is highly visible, but distributed.
Now in its 13th year as the national quality award for the United States, the Baldrige continues its remarkable impact on the world at large.