Baldrige Winners Committed to Service Quality

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.