1. Business Transformation and Operational Excellence World Summit

    December 3, 2017 by ahmed

     

    Business Transformation & Operational Excellence Insights Newsletter

    2017 Annual Survey Report: The Global State of Operational Excellence – Just Released.

    Early Release Report Giveaway: The Global State of Operational Excellence 2017

    As partners of BTOES insights, The Centre for Organizational Excellence Research are pleased to provide our readers with early release access to their 2017 Operational Excellence Industry Report.

    Download your complimentary copy of the most comprehensive survey report (40+ pages) conducted on the The Global State of Operational Excellence: Critical Challenges & Future Trends.

    Key findings this year include:

    • The #1 most pressing challenge faced by OpEx teams
    • The top industry thought-leaders leading by example
    • Your #1 measure of success for Operational Excellence
    • Why Operational Excellence is still gaining momentum in 2017
    • The Greatest Developments in OpEx over the past 5 years
    • Key Industry Drivers shaping Operational Excellence in 2017
    Get the Report Now

    P.S. Are you attending BTOES18?

    The Centre for Organizational Excellence Research is proud to present our community with the exclusive offer of 30% off registration to the Business Transformation & Operational Excellence World Summit (BTOES18), March 12-16, 2018, Orlando, FL.

    Register by February 2 with the code BPIR to save 30%!

     

     


  2. The Quality Management Forum

    by ahmed
    The Quality Management Forum is the quarterly refereed publication of the Quality Management Division of the American Society for Quality (ASQ). The Forum includes articles on quality management as well as information on QMD activities such as the annual conference and the certified quality manager program.

    qmf2017

    In this issue:

    • Using the Baldrige Criteria amd Self-assessment as Strategic Drivers, by Dr Denis Leonard
    • Chair’s Message, by Jan Tucker
    • Editor’s Note, by Sandy L. Furterer
    • New Technological Platform for Organizational Exceelence, by Dawn Ringrose
    • Further Development of the ASQ QMS Model for Healthcare, by Zachary J. Brennan
    • Kutralwe Prescholl’s Journey of Excellence: A Case Study, by Dr Jorge Roman
    • Book Review: The Probability Handbook and The Probability Workbook
    • Quality Management Journal Preview
    • Coach’s Corner, by J.R. McGee

    Click here to download the Quality Management Forum

    Join the Linkedin group of the Organizational Excellence Technical Committee (OETC) – ASQ Quality Management Division (QMD) and get the latest update on Business Excellence from around the world.

     


  3. 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.


  4. 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.

     
     

  5. Baldrige Award Winners 2017

    November 17, 2017 by ahmed

    Baldrige_Winners_2017

    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).