This study fills a critical research gap by assessing the effectiveness of the Malcolm Baldrige National Quality Award (MBNQA) model within a government organisation and by comparing the effectiveness of the categories within the MBNQA model in government to the effectiveness of the categories of the MBNQA model in different industries. This study examines the relative effectiveness of each Baldrige category in the MBNQA 2013-2014 framework to results using data from a municipal government. We tested the hypothesised research model employing partial least squares (structural equation modelling). The results validate the effectiveness of the Baldrige categories and quantitatively support the theoretical foundations of the Baldrige model. Drawing on contingency theory, we explore the commonalities and differences of the effectiveness of Baldrige categories across different industries. The comparisons provide evidence that the Baldrige model has experienced the appropriate adaptations over years. This work discusses theoretical and managerial implications, and suggests future research directions.
All Science Journal Classification (ASJC) codes
- Strategy and Management
- Management Science and Operations Research
- Industrial and Manufacturing Engineering