| Abstract | Named after a Former Secretary of Commerce, the Malcolm Baldrige National Quality Award was established by Congress in 1987 to enhance the competitiveness of United States (US) businesses by promoting quality awareness, recognizing the quality and performance achievements of US organizations, and publicizing successful performance strategies. In 1999, new categories for educational and health care were established. Since 1988, 37 organizations have received a Baldrige Award. The Baldrige program is managed by the National Institute of Standards and Technology, and agency of the Department of Commerce's Technology Administration, in conjunction with the private sector. The article asks US hoteliers in Hong Kong how they achieve world-class quality. They are David Udell, General Manager of The Grand Hyatt Hong Kong, Dennis A. Clarke, Director of Operations, Asia, and MD, Hong Kong, Conrad International Hong Kong, and Curtis Nelson, President and Chief Executive Officer (CEO) of Carlson Hospitality Worldwide. |
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