1. BPIR Newsletter: Best Practice Report – Procurement

    April 17, 2018 by ahmed

     

     

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    Best Practice Report: Procurement
    This report outlines the best practice research undertaken by BPIR.com in the area of procurement. The best practices have been compiled under seven main headings. This layout is designed to enable you to scan subjects that are of interest to you and your organisation, quickly assess their importance, and download relevant information for further study or to share with your colleagues.


    Featured Events


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    2nd successful year of Dubai We Learn initiative

    It is one year since the Dubai Government Excellence Programme (DGEP) launched the 2nd wave of “Dubai We Learn” for government entities in Dubai. This ambitious programme consists of a range of knowledge sharing and organisational learning activities designed to fast-track organisational improvement and stimulate innovation. A key part of this initiative has been the mentoring of benchmarking projects by DGEP’s partner the Centre for Organisational Excellence Research, New Zealand. Read more

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

    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


    Add the Congress to your calendar


    Latest News

    • Leadership practices of the City of Fort Collins….read more?
    • A war room of strategic breakthroughs and other tools….read more
    • The 4 mistakes that leave you wondering about your business performance….read more
    • Rapid Benchmarking at New Zealand’s largest company….read more
    • Dubai Health Authority reveals results of Happiness Prescribing Program’s pilot phase….read more
    • The sixteen golden traits….read more

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    Service guarantee delivers refunds to patients of a US health system


    To ensure it delivered service excellence, the Geisinger Health System, a physician-led US health care system, improved access and enhanced care provision, implemented same-day appointments, and initiated an external scheduling app. To address interactions that troubled patients, Geisinger launched an initiative aimed at doing. it right for every patient every time’ that included a provision to give unsatisfied patients their money back. The refund programme was not focussed on the full experience, but rather the specific interaction that troubled the patient. It did not include `differences of opinion` for medical care, so doctors were not worried that their expertise would be questioned. An entire department was dedicated to listening to concerns and assess legitimacy and whenever a person requested a refund, a hospital study was done by patient advocates. In 2015/2016 over $400,000 in refunds were made to patients whose experiences and expectations were not met with kindness and compassion.


    Do you know that in the BPIR.com there are more than 200 Best Practice video clips? And increasing…

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    Baldrige winner shares expertise with other organisations

    After it won the Baldrige Award in 2010, K&N Management, US restaurant chain, received requests to share its best practices and its use of the Baldrige framework with organisations from around the world. In response K&N developed a cross-sector training programme for other organisations that included a half-day workshop on customer service, one- and two-day sessions to discuss K&N’s Business Excellence Model, its focus on continuous improvement, and its strategic planning and other processes, and how they were aligned with the Baldrige Excellence Framework. The training also allowed participants to experience K&N Management’s “guest-delight culture” through a tour of its restaurants. More than 1,400 people from 70 organisations, including those from the restaurant industry, defence companies, schools, hair salons, video gaming companies, and hospitals and clinics, have been enrolled in the training sessions.

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    BPIR Tip of the Month – Keyword Search

    This page offers a simple and alternative method of searching any of the main BPIR databases via key word(s) without having to go to the specific database pages .

     


  2. BPIR Newsletter: Best Practice Report – Customer Service Training

    March 15, 2018 by ahmed

     

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    Best Practice Report: Customer Service Training

    This report outlines the best practice research undertaken by BPIR.com in the area of customer service training. The best practices have been compiled under seven main headings. This layout is designed to enable you to scan subjects that are of interest to you and your organisation, quickly assess their importance, and download relevant information for further study or to share with your colleagues.


    Featured Events

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

    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 Award

    6th International Best Practice Competition

    • 2nd Organisation-wide Innovation Award

    Sheikh Khalifa Excellence Award’s Best Practice Sharing Conference

    Add the Congress to your calendar


    Latest News

    • The Baldrige award-winning university or the runaway elephant?….read more
    • Baldrige program again ranked among best for leadership training….read more
    • Striving for excellence in Nigeria….read more
    • An interview with Professor Mohamed Zairi – A leader in excellence….read more
    • First global assessment on the current state of organizational excellence….read more
    • Key employee engagement strategies for 2018….read more
    • A car dealership that helps other organisations run better….read more
    • The challenges facing Tonga after Cyclone Gita and how business excellence can help….read more

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    Performance Appraisal at an award winning Charter school

    Senior Leadership (SL) Performance Appraisal at the Charter School of San Diego (CSSD), a US Charter School and winner of the 2015 Baldrige National Quality Award, was a three level process. Every other year, the BOD members underwent individual evaluations, facilitated by the President of the Board. The process included a self evaluation form and approval by the board as a whole. The BOD evaluated the CEO. The Chief Business Officer and the Director of Instruction and Innovation were evaluated by the CEO through scorecard results that directly tied to SI achievement. Performance evaluations did not determine executive compensation, which was determined through the Salary Compensation Council and approved by the BOD. Benchmark data, cost of living differentials and levels of responsibility were key determinations for executive compensation. All evaluations served as inputs into the Strategic Planning Process.


    Do you know that in BPIR.com there are more than 200 Best Practice video clips? And increasing…

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    Human Resource Management at a fabrics manufacturer

    The effectiveness of Human Resource Management at Momentum Group a US fabrics manufacturer and winner of the 2016 Malcolm Baldrige National Quality Award 2016 Award for Small Business, was recognised by being named a “Best Place to Work” by both California’s Orange County Business Journal and Business North Carolin and by the Orange County Register as one of its “Top Workplaces.” Momentum’s strong communications and a focus on action along with high levels of leadership trust and respect supported a “no-blame” philosophy that allowed employees at all levels to take supported intelligent risks. Employee loyalty and retention, average tenure of over 10 years, was achieved through its integrated learning and development and reward and recognition programmes, which encouraged high performance and included annual profit-sharing. Succession planning and job rotations led to 73% of current managers (2016) being promoted from within.

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    BPIR Tip of the Month – Searching performance measures in BPIR.com

    Use BPIR.com to help you to select measures to assess your organisation’s performance. There are around 1200 to choose from, with description and formulae for each measure. Commentaries are also provided for the most commonly used measures. These explain why the measure is important and how to use it.

     


  3. BPIR Newsletter: Best Practice Report: Training for the Arts and Culture Sector

    February 25, 2018 by ahmed


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    Best Practice Report: Training for the Arts and Culture Sector

    This report outlines the best practice research undertaken by BPIR.com in the area of training for the arts and culture sector. The best practices have been compiled under seven main headings. This layout is designed to enable you to scan subjects that are of interest to you and your organisation, quickly assess their importance, and download relevant information for further study.

    Featured Events

    Latest news

    • The challenges facing Tonga after Cyclone Gita and how business excellence can help…. read more
    • The Xerox Story – A Past Employee’s Perspective….read more
    • Winners of Abu Dhabi excellence awards honoured….read more
    • Business Transformation & Operational Excellence Key Challenges….read more
    • Increasing the uptake of benchmarking in the public sector….read more
    • Dubai We Learn book launch – 13 benchmarking success stories….read more
    • Automobiles, Blind Spots, and Organizational Strategy….read more

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    Impact of the Baldrige Criteria for Performance Excellence at a US university

    Since winning the 2001 Baldrige Award the University of Wisconsin-Stout continued to use the Baldrige Excellence Framework. In recent years the university: 1) started an informal Baldrige team with membership open to the entire campus. The team met several times a year to discuss ways in which they were following the Baldrige Criteria and addressed improvement opportunities. 2) Teams were sent to Baldrige professional development offerings, to Baldrige regional conferences and occasionally to the Quest for Excellence® Conference. 3) a Baldrige-based approach was used to meet regional accreditation requirements through the Higher Learning Commission (HLC). 4) the Baldrige framework helped the university to focus on the small number of metrics that were most important to success and that aligned with the strategic plan. The university had a comprehensive review in March 2016 and the review team leader said it was the best portfolio he had ever seen.


    Do you know that in BPIR.com there are more than..

    5200 Best Practice case studies, 150 Best practice video clips, and 85 self-assessments

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    Brand Management at a national infocomm organisation


    To fully align its internal and external brands and to attract top tech talent, the Infocomm Development Authority of Singapore (IDA), the national infocomm planner, launched a campaign to change the public perception of its role as purely a regulatory one. The programme invited potential hires to “Join us in building the world’s first smart nation.” IDA created tiered campaigns on LinkedIn, and became one of Singapore’s first adopters of Glassdoor, a website where employees and former employees reviewed companies. IDA reached over 200,000 Facebook users with its Smart Agents of Change app, that helped potential candidates understand the range of roles available. A monthly newsletter was produced for candidates and new hires, and IDA enhanced its on-boarding processes. As a result, IDA’s ranking on the Singapore Government-Linked Employer of Choice ranking climbed 10 places, it was ranked as one of the most attractive employers in a graduate survey, and was named Joint Winner of the 2016 UK HR Excellence Award for Best HR Strategy Overseas.

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    Finding Best Practice Reports in BPIR.com

    Did you know that a free best practice report is published on the BPIR every month? To see how to access these reports watch this clip. Over 60 Best Practice Reports, provide case studies and innovative ideas that will help you stay up-to-date concerning the latest international business trends and practices..

     


  4. BPIR Newsletter: December – 2017

    December 2, 2017 by ahmed

     

    BPIR Newsletter: December 2017

    Our Holidays season deal, use 30DEC2017 promo code and save 30% on new membership

    Hi,
    Seasons Greetings from the BPIR team!
    Welcome to December’s edition of the BPIR Newsletter. sharing with you best practices, improvement tools, and events.


    Best Practice Events

    BPIR News

    • The Quality Management Forum….read more
    • New study shows we work harder when we are happy….read more
    • Is the customer really always right? A hotel company invests in its employees first….read more
    • How many KPIs do I need? (fewer than you think)….read more

    Design Thinking Best Practice Report

    This report outlines the best practices research undertaken by BPIR.com in the area of design thinking. The best practices have been compiled under seven main headings. This layout is designed to enable you to scan subjects that are of interest to you and your organisation, quickly assess their importance, and download relevant information for further study or to share with your  colleagues.

    In this report:

    • What is “design thinking”?
    • Which organisations have received recognition for excellence in design thinking?
    • How have organisations reached high levels of success in design thinking?
    • What research has been undertaken into design thinking?
    • What tools and methods are used to achieve high levels of success in design thinking?
    • How can design thinking measured?
    • What do business leaders say about design thinking?

    Spotlight on Self-Assessments

    Have you tried to find a self-assessment tools lately? We have over 85 to assess all aspects of your organisation from how your organisation develops its strategy to how it serves its customers. Here are three typical examples:

    Customer Complaint Resolution Process:
    Two simple self-assessment tools are provided to help you to assess your organisation’s attitude towards customer complaints and the effectiveness of your customer complaints resolution processes.

    Is Your Measurement System Well-Balanced?: his questionnaire provides a good overall assessment of the overall balance of your performance measurement system in terms of customer related measures, employee related measures, financial measures, operational measures, supplier measures, product/service quality measures and safety/environmental/public responsibility measures..

    Innovation Maturity (organisation-Wide): This self-assessment provides an overall assessment of your organisation’s innovation maturity. It assesses eleven areas (leadership, strategic planning, people, culture, processes, tools and techniques, training, facilities, idea capture, idea management and metrics). It considers those activities that should be in place to effectively manage and encourage innovation.

    Join now to get access to a library of self assessments and many more features.

    BPIR Tip of the Month – Business Excellence Models

    This area of the web-site allows  users to navigate the databases through a choice of business excellence models (Malcolm Baldrige Model, EFQM Excellence Model, Singapore Quality Award Model, Canadian Framework for Business Excellence, and an overview generic model). Navigation via the models can be used to look at specific categories that correspond to areas within their organisation that have been identNIST’s Baldrige Performance Excellence recognized for its leadership development programmesNIST’s Baldrige Performance Excellence recognized for its leadership development programmesified as in need of improvement, or to specific areas of personal interest. Using the model categories to navigate will quickly and effectively lead the user to the information we have researched so far in relation to the areas in question.

    Click here to see a video clip on how to do it.

    Business Excellence recognized for its leadership development programmes

    In 2017, the US National Institute of Standards and Technology’s (NIST) Baldrige Performance Excellence Programme  and its training offerings – Baldrige examiner training and the Baldrige Executive Fellows Programme – were honoured with LEAD awards for being among the very best US and global continuing education programmes. Baldrige examiner training, including the Baldrige Examiner Training Experience; the Baldrige Executive Fellows Programme, which focussed on executive leadership development using the Baldrige Excellence Framework and its Criteria; and the Baldrige Programme itself were honoured in the top 10 and often in the top two or three in all of the categories in which they were eligible. Baldrige Examiner Training was ranked first in its category above numerous leading universities.

    The
    Baldrige Programme raised awareness about the importance of performance excellence and cyber-security in driving the US and global economy; provided organisational assessment tools and criteria; educated leaders in businesses, schools, health care organisations, and government and nonprofit organisations about the practices of national role models; and recognised those role models with the Baldrige Award.

    Goal Deployment Process drives improvement at an award winning medical centre

    The Goal Cascade Process at the Charleston Area Medical Centre, a Baldrige award winning US health provider, was used to align annual goals throughout the entire system to every department. For example, a key measure under CAMC’s quality pillar was Hospital-Acquired Infections. The goal was cascaded to nursing departments as CAUTI (Catheter-Associated Urinary Tract Infections). The departments had CAUTI as a Top-5 Board improvement project, 4×6-foot boards in each department with five columns that addressed the Define, Measure, Analyze, and Improve components of DMAIC, the system’s problem-solving methodology. Each column showed a team who were addressing an issue cascaded from the corporate goals. The boards visibility ensured that the performance improvement work was transparent to the workforce, patients, and visitors. As a result of this focus, CAMC’s CAUTI rate for 2016 was 0.30, better than the Centres for Medicare and Medicaid (CMS) top-quartile performance of 0.90. In addition to improved outcomes, the process helped CAMC engage everyone in performance improvement.

    Remember to
    Regularly check out the bpir.com for benchmarks, best practices and business excellence. We know you will find valuable knowledge and we always welcome your feedback, so if you have time, please email any comments about our services to feedback@bpir.com.
    If you are currently not a member of the BPIR, or wish to upgrade your membership then please review our membership offerings at JOIN NOW. you won’t be disappointed.

    Regards,
    Neil Crawford
    ——————
    General Manager
    BPIR.com Ltd Business Performance Improvement Resource (BPIR)
    Centre for Organisational Excellence Research (COER)
    neil@bpir.com
    ———————————————————————————-
    “To know the road ahead, ask those coming back” – Chinese Proverb Note: this newsletter has been sent to you because you have subscribed to it or to the BPIR.com or one of its partner resources or we believe you wish to be on the list for other reasons. Should you wish to unsubscribe please click here or email contacts@bpir.com.


  5. BPIR Newsletter: November 2017

    November 25, 2017 by ahmed
     
     

    Hi,

    Welcome to November’s edition of the BPIR Newsletter. sharing with you best practices, improvement tools, and events.

    Best Practice Events

    BPIR News

    • Baldrige Award Winners 2017….read more
    • Best Practice Report – Smart Services….read more
    • Singapore Quality Award Winners 2017….read more
    • South African Quality Institutes latest news….read more
    • EFQM Excellence Award winners 2017 and 14 new success stories….read more
    • Best Practice Report – Design Thinking 2….read more
    • Boosting knowledge sharing between government entities….read more
    • Al Jazeera International Catering wins Arabia CSR Award 2017….read more
    • Baldrige Principles Bring Organizational Change, Learning to National Guard….read more

    Smart Services Best Practice Report

    This report outlines the best practices research undertaken by BPIR.com in the area of Smart Services. The best practices have been compiled under seven main headings. This new layout is designed to enable you to scan subjects that are of interest to you and your organisation, quickly assess their importance, and download relevant information for further study or to share with your colleagues.

    In this report:

    • What are "smart services"?
    • Which organisations have received recognition for excellence in smart services?
    • How have organisations reached high levels of success in smart services?
    • What research has been undertaken into smart services?
    • What tools and methods are used to achieve high levels of success in smart services?
    • How are smart services measured?
    • What do business leaders say about smart services?

    Spotlight on Self-Assessments

    Have you tried to find a self-assessment tools lately? We have over 85 to assess all aspects of your organisation from how your organisation develops its strategy to how it serves its customers. Here are three typical examples:

    Environmental Report/Statement Evaluation Checklist: This Checklist will help you to assess whether your environmental report meets the reporting requirements of Eco-Management and Audit Scheme (EMAS) or ISO 4001.

    Strategic Planning: This self-assessment aims to assess the strengths and weaknesses of an organization’s strategic planning process. It helps to examine how effective communication is between employees and decision-makers; whether the company’s reporting relationships match the strategy; rewards are tied to desired results; and strategy is evaluated after it’s implemented.

    Marketing Excellence: This self-assessment questionnaire measures the marketing readiness of your organisation; it will identify gaps in your marketing preparedness and quickly establish if you have the data and tools that will positively contribute to your organisations marketing endeavours. The questionnaire does not score your organisations performance; it simply measures the marketing intelligence of the organisation. The questionnaire is designed to address three fundamental areas of intelligent marketing, Basic Research, Planning, and Measurement.

    Join now to get access to a library of self assessments and many more features.

      

      

    BPIR Tip of the MonthBest Practice Case Studies

    Direct access to over 4700 case studies from high-performing organisations across the world – more than 30 different countries represented.

    Why risk precious time and resources when using a tool or technique for the first time? Leverage the experience of other organisations that have spent time and resources perfecting their practices and technique highly effective. Find out who should lead and manage a tool’s implementation, how to train others to use it, where to use it first, and how best to obtain buy-in. Experts agree that benchmarking other organisations’ successful practices is the fastest way to deliver significant performance improvements.

    Click here to see a video clip on how to do it.

    .

    Performance Appraisal at an award winning Charter school

    Senior Leadership (SL) Performance Appraisal at the Charter School of San Diego (CSSD), a US Charter School and winner of the 2015 Baldrige National Quality Award, was a three level process. Every other year, the BOD members underwent individual evaluations, facilitated by the President of the Board. The process included a self evaluation form and approval by the board as a whole. The BOD evaluated the CEO. The Chief Business Officer and the Director of Instruction and Innovation were evaluated by the CEO through scorecard results that directly tied to SI achievement. Performance evaluations did not determine executive compensation, which was determined through the Salary Compensation Council and approved by the BOD. Benchmark data, cost of living differentials and levels of responsibility were key determinations for executive compensation. All evaluations served as inputs into the Strategic Planning Process.

    Remember to
    Regularly check out the bpir.com for benchmarks, best practices and business excellence. We know you will find valuable knowledge and we always welcome your feedback, so if you have time, please email any comments about our services to feedback@bpir.com.
    If you are currently not a member of the BPIR, or wish to upgrade your membership then please review our membership offerings at JOIN NOW. you won’t be disappointed.

    "To know the road ahead, ask those coming back" – Chinese Proverb Note: this newsletter has been sent to you because you have subscribed to it or to the BPIR.com or one of its partner resources or we believe you wish to be on the list for other reasons. Should you wish to unsubscribe please click here or email contacts@bpir.com.