Abstrak 
Improving Small Business Performance: Lessons Learned From MBNQA Winners
Yudi Azis, Budi Harsanto
Universitas Padjadjaran, International Journal Of Business And Management Studies Vol 4, No 2, 2012 ISSN: 1309-8047 (Online)
Bahasa Inggris
Universitas Padjadjaran, International Journal Of Business And Management Studies Vol 4, No 2, 2012 ISSN: 1309-8047 (Online)
case studies, MBNQA, phase-based model., Small Business
The purpose of this paper is to present common key factors from Malcolm Baldrige Nat ional Qualit y Award (MBNQA) winners on small business category. Recent ly, four small businesses have won the MBNQA namely MidwayUSA, Freese & Nichols Inc, K & N Management and Studer Group. It is appear that MBNQA criteria which have adopted philosophy of qualit y management are helping small business to achieve their goals. However, MBNQA criteria not precisely inform about the way “how to do”, rather focus on “what to do”. Hence, a model is needed to draw their experiences to enhance the understanding about how to improve small business performance. For doing so, this study has grasped lessons learned and proposes a phase based model to be applied for increasing small business performance. The model consists of 4 focuses namely: customer int imacy, process and planning, workforce engagement, and communit y building. Each focus correspond to the phases namely introduction, promotion, and inst itution.