Tóm tắt
The Malcolm Baldrige National Quality Award is given annually in the USA
to companies which meet excellent standards of quality. One of the
“Core Values and Concepts” of the Baldrige format is customer‐driven
quality. This is an important concept in service quality and, thus, goes
on to describe the quality programmes of the two current winners of the
award – Ames Rubber Corporation and Lastman Chemical Company – both of
which are customer focused.
