1. Awards Recognising Excellence in the Public Sector

    December 28, 2014 by ahmed

    A recent workshop, 27-30 October 2014, organized by the Asian Productivity Organisation investigated the importance of awards for recognizing and sharing best practices. The purpose of the workshop was to assist National Productivity Organisations in designing relevant and effective awards that supported public sector organisations on the journey to business excellence in their respective countries. Representatives from 11 countries attended. The chief experts leading the workshop were Dr. Robin Mann, Director, Centre for Organizational Excellence Research, Massey University, New Zealand, www.coer.org.nz, and Dr. Stefania Senese, Officer, Governance and Public Administration, Division for Public Administration and Development Management, United Nations Department of Economic and Social Affairs, New York, USA.

     

    Many awards were studied from APO member countries and internationally (see the spreadsheet for examples). These included awards for all aspects of business excellence including awards recognizing excellent performance in Leadership, Strategy, Human Resources, Processes, Customer Focus, Information Analysis, Innovation, Service Excellence, E-technology, and Partnerships and/or awards for specific sectors such as the health or education sector.

    Some of the issues investigated were:

    • What are the similarities and differences between the various awards for the public sector?
    • Which awards have been the most successful?
    • Why are some awards successful – what are the key ingredients for success?
    • Why are some awards not successful – what are the barriers or challenges that may hinder the impact of an award?

    Some of the benefits of awards were identified as:

    • Awards raise awareness of the importance of a subject
    • The award criteria can help to guide users on what is good practice
    • The award criteria can be used by organisations for self-assessment purposes
    • Awards motivate organisations to implement improvement initiatives
    • Winners of awards become role models
    • Award winner best practices can be shared
    • Communities of practice of award winners can be created

    Some of the concerns of awards were identified as:

    • Awards may become the destination and once achieved the organisation may revert back to their previous state
    • Organisations may focus too much attention on the award rather than on their business.
    • Awards can be expensive to administer
    • Awards if not administered effectively with an independent and fair judging process run the risk of losing their credibility.
    • Are awards the best approach to encourage organisational improvement or are there better approaches?

    The workshop enabled member countries to have a better understanding of the role of awards and how they can provide an integrated approach to assisting organisations on the journey to business excellence. For example, awards for each category of business excellence, as indicated in the Figure below, can provide the building blocks and support for an overall national award for business excellence.

     

    For more information on business excellence and awards, contact Dr Robin Mann, r.s.mann@massey.ac.nz or view over 500 award types and over 15,000 award winners and learn from their best practices by joining bpir.com.


  2. 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.


  3. 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

  4. EFQM 25 Years of Excellence – the Book

    October 25, 2014 by ahmed

     

    Introduced by forewords of two Presidents of the European Commission as well as the EFQM Board, this publication gathers a broad spectrum of testimonies from organisations at different stages of their excellence journey. We hope they will inspire you in your quest for sustainable excellence. Here’s to the next 25 years!

    This is your direct access to stories from various organisations. They are categorised by Fundamental Concept. This is optimised for tablet. Click on the “Columns to display” button to select your concepts of interest for a better screen view.

    Click here to read the book


  5. Final Call to the International Best Practice Competition – Submit your entry by 24 Oct

    October 11, 2014 by ahmed

     

    The 3rd and Final Call for entries into the International Best practice Competition has just been announced. The 3rd International Best Practice Competition will be held on the 24th and 25th of November 2014 at the Abu Dhabi Chamber of Commerce.

    Entries from (India, Malaysia, Pakistan, Saudi Arabia, Singapore, Spain, UAE) have qualified to the finals and we are hoping representatives from more countries will enter. The winner in 2013 was the Immigration and Checkpoints Authority (Singapore) and 2012, Curtin University (Australia).

    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.

    Have a think about what your organization does well, and submit your entry by 24 October If successful you will be asked to share your best practice in an 8 minute presentation. Winners will receive widespread media coverage.

    From the feedback of previous years we are expecting much more participation this year, which makes this event a great learning experience. For more information about the competition visit the competition website BestPracticeCompetition.com