Identification of performance outcomes required of human resource development professionals in order to develop quality programs consistent with the Malcolm Baldrige Award Criteria

This research expanded the role of the human-resource development (HRD) professional in several ways. The study solicited consensus on results (performance outcomes) required of the HRD professional in order to develop quality programs consistent with the Malcolm Baldrige Award Criteria. In addition, the study generated a listing of performance outcomes to be considered in program planning for college, university, and technical training programs of post-secondary institutions. The Delphi technique applied in this research used a series of four questionnaires to identify the performance outcomes that were distributed among the seven Baldrige categories: Leadership, Information and Analysis, Strategic Quality Planning, Human Resource Utilization, Quality Assurance of Products and Services, Quality Results, and Customer Satisfaction. The data were analyzed by Baldrige category and by professional groups defined for this research: business management, quality management, and human resource development. The expert participants, who were highly experienced in their fields and recognized nationally through professional associations and publications, identified 85 performance outcomes. Of these, 54 met the criteria and conditions established for acceptance. The analysis of variance computed on the grand mean of each Baldrige category on Questionnaires Three and Four showed no statistically significant differences in the ratings of the three professional groups. However, specific differences in professional groups on individual statements within the Baldrige categories can be noted. In addition, the data seem to indicate that not all of the seven Baldrige categories share the same importance in defining the role of the HRD professional. The Human Resource Utilization category had the highest number of statements identified that remained within the criteria established. The highest rated statement was in the Customer Satisfaction category. On Questionnaire Four participants chose 44 outcomes that would be worthwhile to consider in program planning for post-secondary institutions. The data show that the four chosen most often contained a measurement requirement. The consensus reached on the performance outcome statements can provide a basis for further exploration of the role of the HRD professional in the development of quality programs. The study suggests additional research with larger groups to validate the outcomes.