A Baldrige case study packet is composed of the tools used to train Baldrige Examiners and of the Examiners’ working documents in the evaluation process. As such, it demonstrates the Baldrige Award application and evaluation processes and provides insight into and understanding of the Criteria on which evaluations are based. The case study packet is a useful tool that includes information relating to scoring, Criteria responses, and examination processes, as well as illustrating the format for an application.

In addition to their use by Examiners and applicants, case study materials are used by state and local award programs across the United States and in the internal award programs of many organizations. Countries around the world also have used the documents in the creation of their Baldrige-based award programs. Self-assessment and self-improvement uses of the case study packet are limitless, and outreach efforts of the Baldrige community are strengthened by use of the materials in this packet.

The individual documents contained in the case study packet are described further in the Executive Summary.

The Arroyo Fresco Community Health Center Case Study was written by Kay Kendall (co-team leader), Trish Stoltz (co-team leader), Joe Muzikowski (lead writer), Mark Beiting, Don Lighter, Geri Markley, Julie Mohr, and Sharon Muret-Wagstaff.

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