1. The COER Perspective

    October 21, 2010 by
    COER_Logo

    This October, the Centre for Organisational Excellence Research (COER) has issued its periodical newsletter to inform readers of its research findings and initiatives in organisational excellence, benchmarking, and performance improvement.

    The first section includes research being undertaken to develop a “guide model” to help professionals select the right performance improvement programme, through the use of a simple step-by-step procedure.

    Whether you are looking to know the latest research in the field or you would like to know what are the latest must attend event or even book suggestions and reviews plus much more you will find it in COER newsletter

    The contents for the newsletter are listed below:

    1. A GUIDE Model for Selecting Improvement Initiatives to Achieve Organisational Excellence.
    2. The Role of Organisational and National Culture in Business Improvement Initiatives.
    3. What Are the Triggers for Business Excellence?
    4. PhD Opportunities in Best Practice and Business Excellence Research.
    5. Eighty-Six Countries with National Quality/Business Excellence Awards.
    6. The Impact of Business Excellence/Quality Awards: An International Study.
    7. Business Excellence Tools for Self-Assessment.
    8. Professionalising the Application of Benchmarking.
    9. What Will Benchmarking Be Like in 2030? The GBN Wants to Know Your Views.
    10. Finding Best Practices Faster…
    11. Read the Latest News.
    12. Customer Complaints Resolution, Succession Planning and Business Outsourcing.
    13. Benchmarking Support in the Middle East.
    14. BPIR.com Limited’s Growth Plans – Partner Search.
    15. “Must Attend” Events.
    16. Forthcoming Events.
    17. Past Conferences/Events
    18. Book Reviews
    19. Subscribe to COER News.

    You can download the newsletter from here 


  2. Beware of Benchmarking: Bad Data is Worse Than No Data

    by

    By John Goodman, Vice Chairman and Cindy Grimm Vice President, TARP Worldwide

    Benchmarking has been popular for at least twenty years. However, if the wrong items are benchmarked or the result is inaccurate, bad data is actually worse then no data because it leads the organization to pursue the wrong goals, move in the wrong direction or at minimum, wastes resources.

    Examples of Bad Benchmarking

    There are some obvious examples of benchmarking errors but some are more subtle. While the following examples draw heavily from the customer contact environment, the lessons apply to all benchmarking.
    A company decided to focus on the best (lowest) metrics for average speed of answer (ASA) and talk time. It ended up devoting headcount to answering quickly but then rushing people off the phone. Further, the mechanistic responses resulted in incomplete answers, frustrated employees and higher turnover that caused even more demand to throw partially trained employees into the breech which resulted in even worse answers.
    Closer scrutiny of the data found that the companies that were benchmarked had less complex calls due to a different mix of products and a different approach to welcoming new customers.

    to read the full article click here


  3. The Finance Industry and the World of Benchmarking

    October 7, 2010 by
    Qfinance
    Qatar has fast emerged as one of the world’s leading financial centres, and as a way of sharing their success the Qatar Financial Centre Authority (QFCA) launched QFinance. QFinance.com provides articles, dictionary, quotations and blogs written by more than 300 finance and business experts from around the world. They contain helpful ideas, tips, techniques and insights on how to successfully build your business and make it grow. It is “the ultimate financial resource” on the web.

    One of the improvement tools used successfully in the finance industry is benchmarking , and Dr. Robin Mann, Head of the Centre for Organisational Excellence Research at Massey University, offers a valuable addition to QFinance in this area. In his article, “Everything You Need to Know About Benchmarking,” he explain the key points in benchmarking, and how it has the potential to improve overall business performance from management, to sales, to various organisational processes and business practices.

    You can read the full article at QFinance website here .


  4. Steve Unwin on the Spirit of Quality and the Search for Answers

    October 6, 2010 by

     

    Steve Unwin

     

    Steve Unwin provides entertaining yet unquestionably valuable insights to modern life in his Access to Excellence newsletters. In “Illusions – What happened to the spirit of quality?”, he presents the three illusions — time, money, and quality — that may hinder the possibilities of having a better lifestyle.  He questions the “drumbeat of quality” – therefore to do more with less, whether this be less effort, less cost, less time or less waste.   In “The search isn’t for the answer,” Steve addresses man’s persistent need for answers and solutions. He explains that often the outcome does not appear to matter to people/organisations as much as the need to be seen to be doing something (however, incorrect the action might be).  Steve emphasises the need to continually ask questions.

    Other areas of interest in the newsletters are “Children of Chernobyl,” Steve’s way of reminding us of the existence of the people in Belarus; and an offer of a book review opportunity for Six Days, the story of a simple business manager who found a way to view the world in a different light.

    To download “Illusions – What happened to the spirit of quality?” click here

    To download “The search isn’t for the answer” click here