driving worldwide business excellence

BOS : Patient Focused Integrated ISO 9001 & Malcolm Baldrige Excellence Criteria in Health Care

This approach to Quality Management Systems implementation integrates ISO 9001:2008 and the Malcolm Baldrige Excellence Criteria for Health Care, helping the organization create, implement, continually assess and improve the effectiveness of its patient-centered management system for the benefit of patients, the organization, and society in general. Currently, the greatest interest in the Baldrige criteria comes from healthcare. In fact, in 2009, of the 70 applicants for the Baldrige Award, 42 came from HC providers!

The Health Care Criteria for Performance Excellence are embodied in seven Categories:

  • Leadership
  • Strategic Planning
  • Customer Focus
  • Measurement, Analysis, and Knowledge Management
  • Workforce Focus
  • Process Management
  • Results


An integrated Quality Management System incorporating and meeting the Baldrige Criteria and assessment processes enables HC organizations to identify, understand, and manage the factors that determine their success. Enhanced by the process architecture of ISO 9001:2008 and the performance focus of BOS, the Omnex approach creates a sustainable, structural system with standardized processes and with process and performance data enabling analysis and knowledge-based decision making to achieve continual improvement.

Omnex Approach

To achieve excellence in Health Care services and outcomes, a provider organization needs to effectively align its processes and resources with Patient and Stakeholder Satisfaction-driven Strategic Performance Objectives (AIMS), and must measure performance and manage to those objectives. Omnex works with you to help you determine and drive your patient and stakeholders’ expectations and requirements throughout the organization to enhance bottom line growth and profitability.

AIMS: Determining and Deploying Patient- and Stakeholder- directed needs, expectations and requirements:

  • Mission Statement
  • Strategic Enterprise Goals
  • Measurable Objectives

The Omnex Integrated Excellence Model molds systems, tools and methodologies into a total enterprise solution to support and sustain breakthrough improvements in systems, processes and services. For Health Care Providers this model involves developing and Implementing

  • ISO 9001:2008 Quality Management System
  • Incorporate Malcolm Baldrige Excellence Criteria for Health Care
  • Incorporate BOS/QOS Patient & Stakeholder-Driven Performance Management
  • Incorporate Other Enhancements to the Baldrige criteria
  • Incorporate Quality Improvement & Problem Solving (RCA) to institutionalize effective risk reduction processes and methods
  • Creating a framework for ISO certification, and for applying for Baldrige Award

Baldrige HC Award Profiles:

Related Articles:

Article: IHI Article on Systems Solution to HC Improvement

Quality Management Systems, QOS/BOS and Malcolm Baldrige Excellence Criteria

  • Role of Top Management in ISO 9001:2008 and the Baldrige Criteria for Healthcare
  • Understanding, Documenting and Implementing the QMS in the Healthcare Environment
  • Internal Auditor Training for ISO 9001:2008
  • Clinical and Service Process Definition, Documentation and Standardization