1. Reserve these dates – The Global Organisational Excellence Congress, 10-12 December 2018, Abu Dhabi, UAE

    March 1, 2018 by ahmed

    Abu Dhabi 2018

    Posted by Dr Robin Mann, CEO, COER Limited and BPIR.com

    Start planning now to attend the Global Organisational Excellence Congress…

    This is going to be an event that gets you excited with a big WOW!

    The Abu Dhabi International Centre for Organisational Excellence of the Abu Dhabi Chamber of Commerce & Industry has brought together a number of prestigious international conferences/events into one major event.

    The Congress brings together:

    24th Asia Pacific Quality Organisation International Conference

    • ACE Team Awards Competition 2018
    • 18th Global Performance Excellence Award

    12th International Benchmarking Conference

    • 6th Global Benchmarking Awards

    6th International Best Practice Competition

    • 2nd Organisation-wide Innovation Award

    Sheikh Khalifa Excellence Award’s Best Practice Sharing Conference

    With a theme of “The road towards excellence in organisational performance & nation building” the Congress will explore what is excellence in today’s fast paced and ever changing business world and how organisations and nations can move towards, achieve and sustain excellence.

    This won’t be an ordinary conference – it will be extraordinary – encouraging considerable networking and sharing of best practices. Competitions such as the ACE Team Awards Competition, Global Benchmarking Awards, International Best Practice Competition and Organisation-wide Innovation Award provide opportunities for organisations to showcase their best practices and learn from each other.

    The Asian Pacific Quality Organisation and Global Benchmarking Network represent more than 40 countries worldwide and bring with them a wealth of experience and knowledge on how quality is a building block for excellence and how benchmarking through the search and adoption of best practices leads to excellence.

    It is appropriate that the Congress is held in Abu Dhabi, United Arab Emirates. The UAE has invested heavily in learning about and applying excellence both in the private and public sector. Excellence models such as EFQM Excellence Model and the 4th Generation of Excellence Model are used extensively for assessing excellence and guiding improvement initiatives. This has led to dramatic improvements in the business environment and society as a whole with the UAE becoming one of the most favoured destinations for business and tourism in the world. The Congress will support the UAE on its journey to excellence whilst showcasing its significant achievements and leadership in many areas to the rest of the world.

    Within the next month a website on the Congress will be up and running. In the meantime if you have any questions on the conference please email me, Dr Robin Mann at congress@coer.org.nz.

    COER are a co-organiser of the Congress, along with ADICOE from the Abu Dhabi Chamber of Commerce.

    Also, you can view here a short video that I made for an UAE audience where I announced the Congress. The video will give you an insight into the magnitude of the event.

  2. A car dealership that helps other organisations run better

    February 25, 2018 by ahmed


    Originally posted on Blogrige by Christine Schaefer

    How did a car dealership in New Mexico earn America’s most prestigious award for business excellence? The last time we interviewed Lee Butler of Don Chalmers Ford (DCF), he described the company’s methods for ensuring ethical behavior, among other exceptional practices that helped the small business earn the Baldrige Award in 2016. DCF continues today to demonstrate the commitment of its founder, Don Chalmer, to “customers, quality, and community.” Beyond its business of selling cars, the national role model helps organizations in other states and other sectors improve and excel, too. To that end, at the Baldrige Program’s annual Quest for Excellence® conference in April, Butler will lead the session “Driving Forward with Systematic Leadership.” In a recent exchange (captured below), Butler described his upcoming presentation and his perspective on the Baldrige framework.

    Please briefly describe what attendees will learn at your conference session.

    We will focus on sharing our journey to performance excellence. This will include sharing our systematic approach to leadership while building a truck in the process to make it more fun. Attendees will learn the importance of persistence and [DCF’s] slow and steady approach.

    What are some examples of how you’ve seen organizations (or your own Baldrige Award-winning organization) benefit from this concept?

    We have benefited due to the systems perspective of our business and the processes that support those systems. We lost our owner Don Chalmers to cancer on Easter of 2014; in 2016, we won the Baldrige Award. This [demonstrates] the value of being systems-focused as an organization so that when someone like Don is no longer with us, the vision, values, and systems are in place so that the dealership is sustainable through mature systems [that are] not people-dependent.

    What are your top tips for introducing or sustaining use of the Baldrige Excellence Framework (including the Criteria for Performance Excellence) to promote an organization’s success?

    1. Get leadership commitment. If you are doing a Baldrige assessment for the award and that’s all your organization’s leadership wants, two things will happen: (1) you won’t make improvement a core approach to your business, and (2) you won’t win the award.
    2. Start with documenting a critical business system per Criteria category each year. Develop the key results to ensure that the system is meeting its intended purpose. I would start with the leadership system from category 1, and then document five more systems, like strategic planning, customer engagement, performance measurement, workforce engagement, and work process improvement. Then I’d do six more the next year. After five years, you should have most of your critical business systems documented, with the corresponding results.
    3. Get frontline employees involved early in the process. I would label it “our business model for performance excellence” and “the way we do business.” I would not label it “Baldrige.” That makes it seem like something new; yet you’re really just documenting what you already do and improving it.

    What is your “elevator pitch” about the Baldrige framework and/or assessment approach? In other words, what do you say to a group of senior leaders who are unfamiliar with the Baldrige framework if you have just a few minutes to tell them something about it?

    I say, “I’m sure you would NOT want to improve employee satisfaction, customers satisfaction, and your bottom line. I’m guessing you are accomplishing all of your goals, and all employees are meeting theirs.”

    “But if they are not, wouldn’t you want to have the approach to get better? Have I got a gift for you: the Baldrige Excellence Framework. We use it, and we have obtained benchmarks levels of customer and employee satisfaction.”

    Similarly, what do you say to business students about the Baldrige framework?

    If you have learned a lot of great theories on how to manage a business, and if you would like a real tool to help make your career soar and make you more marketable on your resume, become a Baldrige examiner. This will provide you master’s degree-level experience that will teach you more than any business book can.

    When did you first hear about the Baldrige framework?

    In 1993 while [I was working] at Honeywell, the corporation decided to use the Baldrige Criteria to help its operating units become more effective. We wrote our first Baldrige Award application that year and then applied at the state level through Quality New Mexico [a state-level, Baldrige-based award program. I’ve never looked back.

    Are there ways you’ve applied in your personal life what you’ve learned from using the Baldrige framework in your work?

    This learning makes you think differently and realize how many opportunities there are to develop approaches to improve stakeholder satisfaction and engagement. When I interact with companies and businesses in my life beyond DCF, I have to be careful—for example, when I get bad service as a customer—not to say, “Haven’t you read the Baldrige Criteria?”

    Also, I did try to develop a family mission statement once and failed miserably.

    As a Baldrige Award recipient committed to sharing best practices with others, your organization gets inquiries from others striving for improvement. Would you please tell us about some of those?

    We have had people from Chicago, New Zealand, Texas, and Arizona visit us to hear our story. We also received a call from a water utility in Virginia who is using the Baldrige framework, and we are assisting them on their journey through our consulting branch.

  3. Winners of Abu Dhabi excellence awards honoured

    February 4, 2018 by ahmed
    Abu Dhabi Excellence Award 2017 winners with Sheikh Hazza bin Zayed Al Nahyan, deputy chairman of the Abu Dhabi Executive Council

    Abu Dhabi Excellence Award 2017 winners with Sheikh Hazza bin Zayed Al Nahyan, deputy chairman of the Abu Dhabi Executive Council

    Sheikh Hazza bin Zayed Al Nahyan, deputy chairman of the Abu Dhabi Executive Council, honoured the top federal entities and employees who received the Abu Dhabi Award for Excellence in Government Performance, on Wednesday.The award ceremony, held at Emirates Palace, saw hundreds of government officials, ministers, officers from the UAE Armed Forces and the Abu Dhabi Police, as well as the nominees, eager to see which federal entities won the prestigious awards.

    The fifth Abu Dhabi Award for Excellence in Government Performance, which is held under the patronage of His Highness Sheikh Mohamed bin Zayed Al Nahyan, Crown Prince of Abu Dhabi and Deputy Supreme Commander of the UAE Armed Forces, had a total of 52 government authorities competing for the 12 institutional awards.

    A total of 110 employees and 42 director-generals also competed for the 12 Executive Council Chairman Medals. Abu Dhabi Ports received four awards on Wednesday, coming in first with the most number of titles. It also won the grandest institutional award for the ‘Out-standing Entity on Abu Dhabi Government Level.’

    The Abu Dhabi Health Services Company (Seha), received three awards – Award for Excellence in Innovation, Award for Excellence in Organisational Enablers, as well as the Award for Excellence in Digital Government.Dr Matar Al Darmaki, CEO of Seha, told Khaleej Times that receiving the awards will encourage entities to work harder and strive for excellence. “We are honoured to win three awards today, as well as the chairman medal. These awards encourage the company to work hard and to move forward, in order to achieve greater goals.”

    Dr Al Darmaki pointed out that the awards also encourage the entity to increase its customer satisfaction and improve the performance, both financially and operationally. “I would like to thank the government of Abu Dhabi for their encouragement and giving us the chance to be part of this award,” added the Seha CEO.

    The Abu Dhabi Exhibition Centre (Adnec), Statistics Centre Abu Dhabi (SCAD) and the Abu Dhabi Housing Authority (ADHA), were also among the federal entities who received the institutional awards.

    Suhaila Al Munthari, who received the ‘Chairman Executive Council Medal: Distinguished Administrative Employee,’ said winning the award will motivate her to achieve higher goals in her career.

    “It is really an honour for me to win this award.”

    “The award will allow me to always try to do a better job and fulfil my purpose in my career,” added the 30-year-old, who works in the Department of Culture and Tourism Authority.

    Saeed Al Kaabi, the Director of the fifth Abu Dhabi Award for Excellence in Government Performance, explained how the award works as a mechanism to support the culture of institutional excellence.

    “These are the key awards in the Abu Dhabi government that honour the high-performance entities working towards excellence in leadership in their core business and in their institutional core support area.”

    “The awards are critical, because they motivate different government entities towards high performance, which in return, will be reflected on the community and the people of UAE, and in specifically in Abu Dhabi,” he added.

  4. Baldrige Award Winners 2017

    November 17, 2017 by ahmed


    Originally posted on Commerce.gov

    U.S. Commerce Secretary Wilbur Ross named two small businesses, one city government, and two health care organizations as the 2017 recipients of the Malcolm Baldrige National Quality Award. Celebrating its 30th anniversary this year, the Baldrige Award is a Presidential-level honor, recognizing exemplary practices among American organizations and businesses including an unceasing drive for radical innovation, thoughtful leadership, and administrative improvement. This year’s awardees are proven success stories, providing a rubric for other businesses across the country to follow.

    “This program is about much more than recognizing successful organizations or winning a single award,” said Secretary of Commerce Wilbur Ross. “The organizations which are given the Baldrige Award embody the competitive spirit which drives the American economy forward.”

    The 2017 honorees are located in five different states, including the first Baldrige Award winner from Hawaii, a repeat winner from Alaska, and the first utility company to win the award.

    The 2017 Baldrige Award recipients-listed with their category-are:

    • Bristol Tennessee Essential Services, Bristol, TN, small business sector
    • Stellar Solutions, Palo Alto, CA, small business sector
    • City of Fort Collins, Fort Collins, CO, nonprofit sector
    • Castle Medical Center, Kailua, HI, health care sector
    • Southcentral Foundation, Anchorage, AK, health care sector

    “When companies implement the ground-tested Baldrige approach, they create organizations that employees and customers love, that continually improve, and that produce innovative and outstanding results,” continued Secretary Ross.

    The Commerce Department’s National Institute of Standards and Technology (NIST) manages the Baldrige Award in cooperation with the private sector. An independent board of examiners recommended this year’s Baldrige Award recipients from a field of 24 applicants after evaluating them in seven areas defined by the Baldrige Excellence Framework: leadership; strategy; customers; measurement, analysis and knowledge management; workforce; operations; and results. An organization may compete for the award in one of six categories: manufacturing, service, small business, health care, education and nonprofit (including government agencies).

    “This year’s honorees demonstrate clearly that organizations of all kinds can achieve sustainable high performance,” said Robert Fangmeyer, director of the Baldrige Performance Excellence Program. “The missions for these organizations are dramatically different, but they share a laser focus on doing the right things for their customers, employees and communities using the Baldrige framework. The payoff is great operational and business results.”

    To date, nearly 1,700 U.S. organizations have applied for the Baldrige Award, and there are more than 30 independent Baldrige-based state and regional award programs covering nearly all 50 states. Internationally, there are nearly 80 programs based in whole, or in part, on the Baldrige Program. In addition, many organizations use the Baldrige framework as a leadership and management guide to drive improvement and innovation strategies without applying for any of these awards.

    Over the years, millions of copies of the Baldrige Criteria for Performance Excellence, the core of the Baldrige framework, have been distributed or downloaded. This widespread acceptance and use both nationally and globally has dramatically impacted all types of organizations.

    For example, below are achievements by the 2017 Baldrige Award winners.

    • The City of Fort Collins’ has a “Aaa” credit rating and ranks in the top 10 percent of cities nationally as a place to live and work, and for quality of culture and recreation, job opportunities, air quality and attractiveness. It ranks in the top 1 percent for drinking water quality and emergency preparedness.
    • Bristol Tennessee Essential Services is an electricity and fiber services utility company that serves 33,000 customers with only 68 employees. It offers the fastest internet available in the United States at 10 Gigabits per second, has implemented efficiencies that saved its customers approximately $70 million over the last 40 years, and has customer satisfaction levels approaching 100 percent on many products and performance measures.
    • Stellar Solutions is a woman-owned small business specializing in technical expertise and management of aerospace programs with a vision of helping every employee achieve their dream job. Stellar’s revenue has grown from a rate of 1.18 percent in 2013 to 6.81 percent in 2016, and from 2013 to 2016, 100 percent of customers say they would recommend the company to others. In addition to its core services, the company operates a humanitarian R&D program called QuakeFinder focused on the goal of developing technology and methods to forecast earthquakes worldwide.
    • Southcentral Foundation won its first Baldrige Award in 2011. It is a nonprofit, health care organization owned, managed, and driven by Alaskan Native “customers-owners” who live within a 107,000-square-mile area, including 55 villages reachable only by plane. Its unique health care delivery system combining mind, body and cultural measures of wellness produces 90th-percentile rankings for screenings such as diabetes, cardiovascular health and cervical cancer, as well as numerous other health care outcomes and quality measures.
    • Castle Medical Center is a 160-bed acute care facility and community hospital system on the Hawaiian island of O’ahu. Between 2014 and 2016, it improved performance by 12 percent on composite measures of safety, evidence-based care and mortality related to its clinical care processes. The health care organization ranks in the top 10 percent for disease prevention and treatment programs.

    The Baldrige judges also may recognize applicants’ best practices in one or more of the Baldrige Criteria categories by organizations that are candidates for the award but are not selected as winners.

    This year, the judges have chosen four organizations for this honor (listed with the categories for which they are acknowledged):

    • Donor Alliance, Denver, CO, Measurement, Analysis and Knowledge Management (category 4) and Operations (category 6)
    • Howard Community College, Columbia, MD, Customers (category 3) and Operations (category 6)
    • Methodist Healthcare System of San Antonio, TX, Leadership (category 1) and Strategy (category 2)
    • Tri County Tech, Bartlesville, OK, Leadership (category 1) and Workforce (category 5)

    The 2017 Baldrige Awards will be presented at an April 2018 ceremony during the Baldrige Program’s 30th annual Quest for Excellence® conference, which will be held in Baltimore, MD.

    The Baldrige Program raises awareness about the importance of performance excellence in driving the U.S. and global economies; provides organizational assessments, training, tools and criteria; educates leaders in businesses, schools, health care organizations and government and nonprofit organizations; shares the best practices of national role models; and recognizes those role models with the Baldrige Award. The Baldrige Program is a public-private partnership managed by NIST and funded in part through user fees, with some support from the Baldrige Foundation.

    The Baldrige Award was established by Congress in 1987 and is not given for specific products or services. Since the first group was recognized in 1988, 118 awards have been presented to 110 organizations (including eight repeat winners).

  5. Singapore Quality Award Winners 2017

    November 6, 2017 by ahmed


    Three organisations – two local food companies and a provider of utility services – win this year’s Business Excellence Awards for the first time. The other three winners are two government agencies and a local eco-friendly industrial packaging solutions provider.

    Singapore Quality Award (SQA)
    Defence Science and Technology Agency – introduction video clip
    Ministry of Manpower – introduction video clip
    Neo Group Limited (Catering) – introduction video clip
    Select Group Pte Ltd – introduction video clip
    SP Services Ltd – introduction video clip

    Innovation Excellence Award (IEA)
    Greenpac (S) Pte Ltd – introduction video clip

    First-time winners, Neo Group (Catering), Select Group and SP Services join the ranks of DSTA, MOM and Greenpac who are past recipients of various BE Awards. To date, there are 112 BE Award winners, who have attained superior performance and demonstrated commitment in harnessing innovation, developing people and delivering excellent service, since the inception of the BE initiative in 1994. The BE Awards are conferred by the Singapore Quality Award (SQA) Governing Council and administered by SPRING Singapore.

    A critical enabler to build capabilities and capture new market opportunities
    The BE framework was streamlined last year to keep pace with evolving management and technological trends. Organisations have to pursue the Singapore Quality Class (SQC) as a foundation before deepening niche capabilities in Innovation, People and Service. The refreshed framework serves to maintain its relevance and value as a holistic tool for organisations of different growth stages to establish strong business fundamentals and capitalise on new opportunities.

    The SQC certification is an endorsement of a company’s robust management capabilities and commitment to delivering value to its stakeholders. The unified branding under SQC serves as a trust mark of quality and excellence for Singapore-based organisations, boosting their competitiveness in domestic and global markets. To date, more than 1,800 organisations are on the BE journey.

    “In the face of a fast-changing global economic landscape, business excellence has become more crucial for organisations now than before. To help them navigate through these changes, the independent validation process that organisations go through using the BE framework provides them with an external perspective – enabling them to assess where they stand in relation to their local and overseas counterparts, and identify the gaps that need to be filled in order to achieve sustainable growth,” said Professor Cham Tao Soon, Chairman, SQA Governing Council.

    “The assurance of quality that BE provides of a business’ products and services, as well as soundness of its management practices are important for Singapore companies looking to seize growth opportunities locally and overseas. Organisations should leverage the BE initiative to fine-tune their management systems and develop capabilities to be better positioned to scale, grow and compete,” said Mr Poon Hong Yuen, Chief Executive, SPRING Singapore.