1. Benchmarking Past, Present, and Future

    June 10, 2015 by ahmed

    Benchmarking

    Dr Robin Mann, Director of the Centre for Organisational Excellence Research (COER) and Co-Founder of BPIR.com Limited explains the past, present and future of benchmarking. This article provides an overview of how benchmarking has evolved over time, and its growing importance. It includes a description of the different types of benchmarking, success stories and services available to support benchmarking endeavours.

    You can download the article from the COER website here.


  2. Benchmarking Training Delivers Results – Courses in Singapore/Middle East

    February 25, 2015 by ahmed

    It was a proud moment for staff at the Centre for Organisational Excellence Research (COER) last year when the 2014 finalists of the GBN’s Global Benchmarking Award were announced. All were users of the TRADE Best Practice Benchmarking Methodology – the methodology developed by COER.

    The winner of the GBN’s Global Benchmarking Award was the Consumer Credit Risk Management Department, OCBC Bank, Singapore. The award recognizes organisations that show how benchmarking (comparing and learning from others) is an integral part of their improvement and innovation drive. For further information on the award and OCBC’s approach click here.

    Information on the next TRADE Best Practice Benchmarking training courses are below… providing certification to Level 1 of TRADE trained.

    • March 26 – 27: Benchmarking for Excellence, Singapore (more info)
    • April 22 – 23: Benchmarking for Excellence, Dubai – UAE (more info)
    • April 29 – 30: Benchmarking for Excellence, Muscat – Oman (more info)

    Is your organization applying best practices? To advance to high levels of business excellence and achieve productivity breakthroughs it is necessary to develop a culture of innovation and continuous learning. TRADE Best Practice Benchmarking facilitates this – it is called TRADE as it focuses on the exchange (or “trade”) of information and best practices to dramatically improve the performance of processes, goods and services.
    Since 2007, TRADE courses have been offered by COER and/or its partners in over 20 countries.

    For further information contact trade@coer.org.nz or refer to http://www.coer.org.nz/apply/trade-best-practice-benchmarking


  3. A best practice of strategic planning and deployment you can apply in 2015

    December 21, 2014 by ahmed

     

    From left Robby Thommy and Loganathan Murthy from Al Jazeera International Catering LLC with competition judges Dr James Harrington, Professor Tony Bendell and Marc Amblard, Click here for more photos

     

    In this post we will share with you some lessons from Al Jazeera International Catering (JIC) LLC, winners of the 3rd International Best Practice Competition, 2014.

    The best practice title is “SPEARS Methodology for Employee Empowerment and Inculcating Excellence”.

    So what is SPEARS?

    The SPEARS methodology is a managerial process that encourages  “excellence” to be  practiced throughout the organisation. It was designed to ensure that all staff  are empowered with proper resources and knowledge for effective decision-making.

    SPEARS consists of the following:

    • S – Setting Objectives: for all functional areas and further disseminated through individual objectives for all employees.
    • P – Provide resources: required by the staff (knowledge & tools) to perform to achieve their objectives and goals.
    • E – Empower staff: to think on their feet and raise any concerns within the organization through the Corrective Action Request mechanism.
    • A – Appraise performance: of individuals on a monthly basis through the Individual Objective monitoring system to ensure transparency in performance management.
    • R – Review & Recognize: performances of individuals as per the company policy.
    • S – Share Knowledge: and create various knowledge sharing platforms to motivate creativity in the process.

     

    An overview of Al Jazeera International Catering’s best practice

    Results:

    SPEARS has enabled JIC to achieve improvements in financial and non-financial results such as:

    • Increased employee satisfaction to 97% in 2013 from 93% in 2010.
    • Retention rate as high as 97.8%.
    • Overall staff participation levels increased to 95 % in comparison to 40% in 2010.
    • Timely customer complaint resolutions has ensured customer satisfaction levels are maintained at 96% (Overall increase by 10% when compared to 2010).
    • Some of the financial benefits of implementing SPEARS were cost reduction in operation by 10% in 2013 compared to 2010 operational cost.

    Lessons learnt:

    Some general lessons can be learnt from JIC winning the International Best Practice Competition, such as:

    1. Best practices often do not involve a technology investment: finding and applying a best practice doesn’t necessary require a big budget or investing in new high-end equipment. It could be a change in culture or management.
    2. Think out the box: the best practices you are looking for could be in a sector you have not thought about at all. Therefore, think out of the box and search for practices outside your sector. The best practice is “probably” not used by your competitors.
    3. Any organisation can apply best practices: best practices are not limited to large or well-known organisations. Whether your organisation is in manufacturing or services, young or old, or small or large it can learn from best practices and develop a winning best practice to fit its own specific circumstances.

    Full access to the best practice videos, ppts and case study of the International Best Practice Competition for 2012, 2013 and 2014 are provided to members of the BPIR.com.


  4. Global survey report on informal benchmarking

    December 11, 2014 by ahmed

     Alan Samuel, PhD Researcher

    The findings show that ”informally learning from others to improve work practices” (also known as Informal Benchmarking) is a promising approach with great potential in improving work practices or processes. The most effective informal benchmarking tools are from the social dimension where learning of work practices are taking place by interacting with others within or outside the organization. Click here for the full report, and here for the survey.

    The next phase of my research is a more in-depth study of informal benchmarking via interviews. This will add rigour to my theory of informal benchmarking and help me create a road-map for its effective implementation in organizations.

    My deepest appreciation to all who have participated in my survey on informal benchmarking. I look forward to possible collaboration with you in the future. Some of you who have indicated interest in participating further in this research may be contacted for my next phase of study.
    If you would like to participate in my research in some way or do have any clarifications, please contact me at alansamuelnow@gmail.com, or my NZ Mobile: +64220704436.

    Thank you very much!

    Alan Samuel
    PhD Researcher
    Centre for Organization Excellence Research (COER)
    Massey University, New Zealand
    Member, New Zealand Organization for Quality (NZOQ)
    Organization Development Consultant
    Mobile: +64220704436
    www.linkedin.com/in/alansamuelnewzealandsingapore


  5. Winners of the 3rd International Best Practice Competition

    November 28, 2014 by ahmed

    The 3rd International Best Practice Competition was held at the Abu Dhabi Chamber of Commerce and Industry on 24th/25th November. The Best Practice Competition encourages organizations to share their best operational and managerial practices, processes, systems, and initiatives and learn from the experience of others. It provides an opportunity to celebrate the achievements of individuals and teams that have been responsible for creating and/or managing the introduction and deployment of best practices. The Best Practice Competition has been designed by the Centre for Organisational Excellence Research (COER), the developers of the Business Performance Improvement Resource, and is aligned to the Global Benchmarking Award (administered by the Global Benchmarking Network–knowledge experts in benchmarking and best practices).

    Award winner: JIC team with James Harrington, Professor Tony Bendell and Marc Amblard, CEO of EFQM

    Runner up: Maritime and Port Authority of Singapore (MPA) Runner up: Hospital Plató (Spain)
       
    Runner up: Dubai Police (UAE) Runner up: Yes Bank (India)

    Winner:

    • SPEARS Methodology for Employee Empowerment and Inculcating Excellence, Robby Thommy, Managing Director and Loganathan Murthy, HSET Head, Al Jazeera International Catering LLC, UAE

    Runners up:

    • MPA Future Ready Project, Manin Kaur, Assistant Director, Organisational Excellence Department, Maritime and Port Authority of Singapore (MPA), Singapore
    • Health Education Courses in the Street: A Service to the Citizen, Marta Barahona Orpinell, Client Management Coordinator and Cristina Martínez Mourin, Quality Coordinator, Hospital Plató, Spain
    • Virtual Application, Dr. Ahmed Bin Subaih, Deputy Director, Smart Services and Dr Mansoor Nasser Alrazooqi, Director, Virtual Applications Development Centre, Dubai Police H.Q., UAE
    • Customer Engagement through Social Media, Vivek Venugopalan Nair, Vice President, YES Bank Ltd., India