Quality is perhaps the most hackneyed word in the English language. It has come to describe everything from BMW automobiles to Mirando Classic #2 pencils. A quality computer, to some people, may mean one that can perform 117 tasks while simultaneously giving an expert foot massage. To others, a quality computer is one that will not freeze every time they perform an important task. In truth, the word quality has become so trite that many times the word has adapted negative connotations. It is fairly safe to say that a "Quality Inn," or "Quality Shoe Store" will not be offering the greatest of excellence in their respective business. Out of this need for recognition of real quality, the Malcolm Baldrige National Quality Award was created by Public Law 100-107 in August of 1987. Named after the Commerce Secretary, who served under the Reagan administration until his untimely death, the Baldrige Award has successfully recognized businesses whose contentions of quality are more than just meaningless claims. This award was partially created to combat the challenges and gains that foreign companies had made on American products. It was estimated at the time that poor quality cost companies as much as 20 percent of sales revenue (www.quality.nist.gov/law.htm). The Baldrige Award, usually given to only three or four companies a year, has understandably become an extremely sought after distinction. Many companies would be ecstatic to win such an honor even once. The Ritz-Carlton Hotel Company has gone one step farther. To date, the Ritz-Carlton is the only two-time recipient of the award in the service category. Some may look at such a feat with amazement and surprise. Not only has the Ritz-Carlton won two of the eleven Baldrige Awards ever given in the service category, but also it is the only hotel chain to win the award even once. However, to those who have studied the organization, the only surprise might be that they have not won more often.
