Malcolm
Baldrige National Quality Award-BNQA-SA was introduced in 1987
in US companies to create overall excellence in all parts of an organisation,
leading to “integrated
companies” as the
ultimate goal for sustained performance by using the Baldrige Excellence
Framework (BEF). The “Balanced
Score Cards” (BSC)
methodology, as an instrument of designing, cascading and communicating
strategy, was introduced in 1992. Operations excellence is an outcome of a
well-designed, monitored and implemented operations strategy (OS). This paper
traces the evolution of an“OS Wheel” model of operations
strategy, for continuous manufacturing industries (CMI), deployed using the
BEF, using BSC’s, to achieve performance excellence and sustained competitive
advantage. The model was applied in a large scale, CMI company in India, over a
period of fifteen years (a longitudinal study), the description of which will
demonstrate its utility.
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