Take a sneak peek at the new NIST.gov and let us know what you think!
(Please note: some content may not be complete on the beta site.).

View the beta site
NIST logo

Learn from the Latest Baldrige Case Study

July 11, 2012

Bookmark and Share

Contact: Christine Schaefer

What can you learn for your organization from the evaluation of a fictional health care organization conducted by an actual team of Baldrige examiners this year? See a sample applicant’s responses to the 2011-2012 Health Care Criteria for Performance Excellence (PDF) and how examiners review and score an organization’s performance with the now available 2012 Tillingate Living Case Study (PDF) and other resources. These documents are now posted on the Baldrige Web site for any organization to download and use.

The Tillingate Living Case Study (PDF) describes a for-profit, privately held company with 23 skilled nursing and assisted living facilities spread across four states: Pennsylvania, Kentucky, Tennessee, and Virginia. Since 2008, Tillingate Living has made changes to establish a long-term care model that advances seniors' independence and quality of life. The Tillingate Living Case Study is based on the 2011-2012 Health Care Criteria for Performance Excellence (PDF).

Additional 2012 case study resources, which illustrate the Baldrige Award evaluation process, include the following:

  • Tillingate Living Scorebook (MS-Word), which is produced by a team of Baldrige examiners who evaluate the fictitious application against the Criteria
  • Tilllingate Living Feedback Report (PDF), which shows the scorebook comments in the format of the reports received by actual Baldrige Award applicants at the end of the annual evaluation process

Each year, the Baldrige Program produces a new case study that describes how a fictitious organization is fulfilling the requirements of the Criteria for Performance Excellence. The case studies rotate sectors from year to year in order to show examples for a variety of organizations using the three versions of the Criteria: Business/Nonprofit, Health Care, and Education.

Baldrige case studies have at least three purposes. First, given that actual Baldrige Award applications remain confidential until award-winning organizations approve selected content for public sharing, the case studies are used to train examiners for the Baldrige Program’s annual award process. Second, case studies serve as sample applications for organizations interested in applying for a Baldrige Award. In addition, the case studies show organizations in every sector how they might use the Criteria questions to assess and improve their performance, even if they are not interested in applying for a Baldrige Award.

Additional Baldrige case studies are available in an online archive of publications.


You need to have Acrobat Reader installed on your computer to view the PDF file. If you do not have Acrobat Reader installed on your computer, download the program at http://get.adobe.com/reader. People with visual disabilities can download tools and information at http://www.adobe.com/accessibility to help make Adobe PDF files accessible.