Stakeholder Relationship Management in the Romanian IT Sector: A Pilot Assessment Using the Malcolm Baldrige National Quality Award Excellence Model

Nowadays, the organisational landscape aiming to provide value through their product and service offerings relies on having the infrastructure necessary to deliver at the expected service levels, as well as contributing to business continuity and organisational resilience in the face of modern organisational performance disruptions. This requires appropriate adaptation of existing frameworks, methods, and models to their business models which have generated consistent deliverables across time and industries. The same is applicable for the Romanian Information Technology (IT) organisations, which face increasing pressure to deliver within the expected quality, time, and budget parameters. Therefore, this paper aims to assess how stakeholder relationship management components, viewed through the Malcolm Baldrige National Quality Award (MBNQA) excellence framework, with impact on organisational quality and its contribution to business continuity and organisational resilience in Romanian IT organisations. This is a pilot-type study with a sample of N = 52 participants, to explore the applicability of the MBNQA framework within the Romanian IT sector. The results suggest that the four components of MBNQA focused on stakeholders (Leadership and Governance, Workforce, Customers and Markets, Community Engagement) may be suitable to be considered in assessment tools on the Romanian IT market. The “Workforce” variable emerges as the strongest area to focus on for achieving quality in stakeholder relationship management (SRM). Given its pilot delimitation, this study provides can be seen as providing an initial foundation for applying MBNQA in a specific regional IT context. While limited by sample size and geographic focus, the findings justify expanding the research to include broader population segments. Future research could transition from this correlational design to longitudinal frameworks to validate the associations across other multiple geographical markets.