1. Four Organizations Win 2011 Baldrige National Quality Award

    November 24, 2011 by

    Baldrige Award 2011 Winners

    U.S. Commerce Secretary John Bryson today named four organizations -three health care operations and one nonprofit business- as recipients of the 2011 Malcolm Baldrige National Quality Award, the nation’s highest Presidential honor for performance excellence through innovation, improvement and visionary leadership. This marks the first year that three health care organizations have been selected at one time.
    The winning recipients -listed with their category- are:
    • Concordia Publishing House, St. Louis, Mo. (nonprofit)
    • Henry Ford Health System, Detroit, Mich. (health care)
    • Schneck Medical Center, Seymour, Ind. (health care)
    • Southcentral Foundation, Anchorage, Alaska (health care)
    The 2011 Baldrige Award recipients were selected from a field of 69 applicants. All of the applicants were evaluated rigorously by an independent board of examiners in seven areas defined by the Baldrige Criteria for Performance Excellence: leadership; strategic planning; customer focus; measurement, analysis and knowledge management; workforce focus; operations focus; and results.

    The award is managed as part of the Baldrige Performance Excellence Program (BPEP) by the National Institute of Standards and Technology (NIST) in cooperation with the private sector Foundation for the Malcolm Baldrige National Quality Award.

    A forthcoming economic study prepared for BPEP documents the practical benefits of the Baldrige program. Of the 273 Baldrige Award applicants since 2006, the study finds, the benefits to these organizations on three levels -cost savings, customer satisfaction and financial gain- outweighed the overall cost of the BPEP by a ratio of 1,252-to-1.

    Named after Malcolm Baldrige, the 26th Secretary of Commerce, the Baldrige Award was established by Congress in 1987 to enhance the competitiveness and performance of U.S. businesses. Originally, three types of organizations were eligible: manufacturers, service companies and small businesses. Congress expanded the program in 1999 to include education and health care organizations, and again in 2007 to include nonprofit organizations such as charities, trade and professional associations, and government agencies. The award promotes excellence in organizational performance, recognizes the achievements and results of U.S. organizations, and publicizes successful performance strategies.

    For more details, see the Nov. 22, 2011 news announcement, “Four U.S. Organizations Honored with the 2011 Baldrige National Quality Award” at www.nist.gov/baldrige/baldrige_recipients2011.cfm. For more information on the BPEP, go to www.nist.gov/baldrige.

  2. Founder of BPIR.com is awarded the Harrington/Ishikawa Medal for 2011

    November 23, 2011 by
    Co-founder of BPIR.com Limited, Dr Robin Mann, was awarded the Harrington/Ishikawa Medal for 2011 at the Asian Pacific Quality Organisation’s Dinner in Singapore, 17 October. This award is given annually to an individual who has made an outstanding contribution to the advancement of quality in the Asia Pacific region.
    Harrington/Ishikawa Medal 2011
    Dr Robin Mann walking on stage to receive the Medal from Dr James Harrington. Also, representing the APQO were Shan Ruprai (Australia), Chuck Aubrey (United States), Dr Ahmad Mohd Magad (Singapore), and Dr Miflora Gatchalian (Philippines).

    The nominating committee for the Walter L. Hurd Foundation and the Asia Pacific Quality Organization (APQO) selected Dr Robin Mann to win the award.
    Robin’s achievements include:

    • Creating and leading the Centre for Organisational Excellence Research (COER) since 2001. The first research centre of its type in Australasia that focuses on business excellence and benchmarking. 
    • Undertaken many consultancy and research projects in the Asia-Pacific region including an Asian Productivity Organisation project to review the value and impact of business excellence in Asia. The project report can be accessed here.
    • Developed the first certification scheme for benchmarking and an innovative methodology for benchmarking, called TRADE Best Practice Benchmarking.
    • Co-founded the BPIR.com.
    • Increasing the profile of benchmarking worldwide through his role as chairman of the Global Benchmarking Network since 2006.

    Previous winners of this distinguished award include:

    • Armand V. Feigenbaum from USA
    • Lennart Sandholm from Europe
    • Yuanzhang Liu from China
    • Kondo Yoshio from Japan
    • Noriaki Kano from Japan
    • Charles Aubrey from USA
    • Professor Tang Xiaofen from China
    • Hesameddin Aref Kashfi from Iran
    Harrington/Ishikawa Medal for 2011
    Dr Robin Mann’s acceptance speech

    Ahmed Abbas

  3. Armand V. Feigenbaum Lifetime Achievement Medal

    November 19, 2011 by
    Professor Yuanzhang Liu
     Professor Yuanzhang Liu, Research Professor of the Academy of Math and System Sciences, Shanghai, China, is on the left, Dr. Charles Aubrey, VP, Anderson Pharmaceutical Packaging, is in the middle and Dr. H. James Harrington, CEO, Harrington Institute, is on the right.

    On November 1, 2011 the first Armand V. Feigenbaum Lifetime Achievement Medal was presented to Professor Yuanzhang Liu, research professor of the Academy of Math and System Sciences, Shanghai, China.  He received this medal in recognition of his promotion of Total Quality Management in China for more than 50 years during which time he accomplished many firsts.  Some of them are:
    • He founded the first research group of TQM for China in 1957
    • He opened the first training seminar on quality control in China in 1957.
    • He was the first to write a series of weekly articles to introduce quality control on “
    • Workers Daily” in 1979.
    • He was the first to start and host a TV Program on TQM in 1979.
    • He was first editor and chief of the China Quality Magazine.
    Professor Liu has served as an advisor to many Chinese enterprises and he has solved many quality problems. He has written about 20 books and more than 300 articles on quality.  In recognition of all his successful achievements he has been recognized as the “Father of Quality in China.”   He was presented the medal at the 8th China Shanghai International Symposium.
    The Armand V. Feigenbaum Lifetime Achievement Medal was named after Dr. Armand V. Feigenbaum, a past president and Chairman of the Board of the American Society for Quality.  He is presently the foremost living authority on quality principles in the world.  Dr. Feigenbaum created the concept of Total Quality Control and Quality Costs along with many other quality approaches used today.  Dr.  Feigenbaum’s books, articles, and speeches have played a key role in the development and application of quality principles as we know them today.
    To be a candidate for the Armand V. Feigenbaum Lifetime Achievement Medal, the individual needs to have spent a minimum of 25 years devoted to the promotion of quality principles and to have made significant advancements in promoting quality outside of the organizations which employed him or her.  The award will be given out annually and it is sponsored by the Asia Pacific Quality Organization.  For more information about this award, go to www.apqo.org .

  4. Service Excellence Initiatives in Europe

    November 16, 2011 by


    Many counties have established frameworks to improve customer service. These are often called “Service Excellence Frameworks” and are usually derived from Business Excellence Frameworks such as Baldrige and EFQM.

    To achieve high levels of service excellence organisations need to focus on areas beyond customer delight and customer experience, areas such as service leadership and service planning.
    Research was  conducted by Jurgita Adomaityte to explore the penetration of Service Excellence initiatives in 34 European countries.

    In summary, the findings were:

    • 26 Service Excellence initiatives in 17 countries
    • 17 Countries with no Service Excellence initiative
    • 11 Service Excellence Awards in 9 countries
    • 10 initiatives were limited to certain sectors such as tourism and call centres

    To read the full results table click here.

    Ahmed Abbas

  5. Dispute Resolution for a Brighter Outcome

    November 9, 2011 by

    In the October 2011 issue of Gulf Lead Consultant’s newsletter, Dr Tariq A. Aldowaisan discusses dispute resolution and presents a proactive and cost effective approach called Bright Outcome Facilitation. (Gulf Lead Consultants are a partner of BPIR in Kuwait.)

    To read this interesting article click here

    Ahmed Abbas