1. Ten Reasons People Resist Change

    November 29, 2012 by ahmed

    One of the issues we face is change resistance. We all know change is unavoidable, we are all aware that everything is constantly changing and has an impact on all of us. Change can have a positive or negative impact.

    Sometimes we have to change to cope with other changes, such as technology change, market change or supply and demand change. We need to understand the reasons behind the change resistance in order to make the change journey smoother and easier.

    Harvard Business School published an article about the top 10 reasons for change resistance:

    1. Loss of control
    2. Excess uncertainty
    3. Surprise, surprise!
    4. Everything seems different
    5. Loss of face
    6. Concerns about competence
    7. More work
    8. Ripple effects
    9. Past resentments
    10. Sometimes the threat is real

    Although we can’t eliminate resistance and make people feel comfortable with change we can minimize the side effects through better change management.

    BPIR members: click here to access change management best practices.


  2. One week to go… the best ever conference to be held in NZ..over 200 speakers

    November 26, 2012 by ahmed

    The World Business Capability Congress, www.worldbusinesscapabilitycongress.com, aims to make a real impact on helping organisations raise their business capability through “Driving Excellence> Innovation> Productivity> Export Growth”.
    There will be over 200 presentations (from over 30 countries), 24 keynotes speeches, 3 panel discussions and over 30 snappy eight minute best practice presentations from organisations competing to win the 1st International Best Practice Competition. Is this an event your organisation can afford to miss?

    Take a look at the Congress programme ——– which presentations are of interest to you?

    Listen to Tim Bean, a keynote speaker, on why he is travelling from London to Auckland to speak at the Congress

    Here are 7 good reasons to get excited about the World Business Capability Congress:

    1. The line up of international and local, business and academic speakers is probably the most impressive ever for New Zealand – offering a range of perspectives and expertise to learn from each day
    2. The programme has plenty of choice covering all aspects of business capability, so depending on whether you are interested in leadership, process management, human resource, customer focus or strategy, there are streams for you to attend
    3. The delegate price is very low for an international conference at $914 for three whole days from 8.00am to 6.30pm, with two and one day passes also available, making it extremely good value for money
    4. The Congress is a rare opportunity for New Zealand businesses to attend an international conference at an affordable price without the hassle and time commitment of travelling offshore
    5. The Congress networking event at Voyager Maritime Museum and the Congress Dinner (Eden Park), including the New Zealand Business Excellence Awards, are both optional and charged separately ($80 and $125 respectively) so you can choose what you want to attend and you can take extra guests
    6. The Best Practice Competition has attracted a very high standard of entry from both overseas and NZ – these quick fire sessions of 8 minutes each will provide great learning for companies wanting tips and ideas on how to improve
    7. The Owen Glenn Building, University of Auckland, is a fabulous venue, with ample parking and easy access to the motorway.

    We have also arranged pre-congress workshops on Benchmarking, Customer Focus, Lean and Performance Measurement – these can be viewed at http://www.worldbusinesscapabilitycongress.com/workshops

    So, now that you’re excited I do hope you and/or your colleagues can come to the Congress!

    All the best


  3. Working Towards a Citizen Centered Government – Keynote Presentation in New Zealand

    November 13, 2012 by ahmed

    Art Daniels has over 40 years’ experience in managing and developing institutions in the Canadian public service. He is widely recognized as a leader in implementing public sector change initiatives particularly in citizen focused reform initiatives. Art will be giving a keynote presentation at the World Business Capability Congress, 5-7 December 2012, Auckland, www.worldbusinesscapabilitycongress.com and assisting in the Pre-Congress 2-Day Workshop – Achieving Customer Centricity, 3-5 December 2012, Auckland, http://www.worldbusinesscapabilitycongress.com/achieving-customer-centricity

    In preparation for the Congress, Art has answered the following questions:


    1. As a recognised leader driving Canadian public sector change and customer focus reform initiatives, where do you think our public sector could improve?

    In Canada, we established the Institute for Citizen Centred Services in1998. It is a pan Canadian institution where all levels of government share research on the needs and expectations of Canadians as customers of public services. By understanding their expectations, the government has been able to improve their services every year. What they learned is that services could be improved through easy access, timely responses and services bundled around the needs of the customer.

    1. How could improvements be made at a time of decreased (real) budgets and redundancies? Could ‘lean government’ be just an ineffective as ‘bloated government’ but with less public money?

    The recent research in Canada shows an interesting dichotomy in citizen’s expectations of government. As more services are provided on-line or digitally, service results improve as they are more individualized and services are bundled around the needs of the citizen. Services in the past which were provided by a range of government agencies and departments left the customer frustrated. Now that governments are more collaborative and bundling services, the customer experience is more satisfactory. For example, “the lost wallet strategy” means that with one visit to one site, the customer can replace their driver’s license, health card, birth certificate, passport and other identification that had been lost together. This streamlining or bundling of services is part of lean government which is cost effective and reduces service time.

    1. Could any of the successes in Canada be transferred to NZ?

    We are very pleased that the government of New Zealand has partnered with the Institute of Citizen-Centered Services in Canada to provide some of the same research tools used in Canada. In New Zealand, what we refer to as citizen centered research, is called Kiwis Count. They are also using our Common Measurement Tool which allows governments to benchmark their services with each other using common questionnaires.

    1. What are the benefits of your recommendations?

    The benefits of these initiatives has resulted in government service ratings improving from a low of 48% satisfaction in 1998 to 72% satisfaction in 2012 with some services achieving over 90% satisfaction, such as fire services. The move to more digital services has allowed governments to not only improve its services but, also to effectively downsize the public services resulting in savings of labour costs. Routine clerical transactions that were provided over decades by clerks which often took weeks to complete have now been replaced by online services which can be provided instantaneously. For example, from my own experience, is the registration of a small business in Ontario. In 1998, it took 62 working days to complete this transaction; it is now completed online on the same day. In fact, the government guarantees that if they fail to complete the transaction in one day, the service is free.

    1. What culture change, within the public sector, is needed to enact change?

    The culture change which is most required in public service is a shift from a bureaucratic set of processes designed to suit the organization’s needs to a customer service culture where the needs of the customer direct the service. The important shift to a customer centered culture is when organizations move from working independently to collaboration. This is referred to as “connected government” or “joined up government”.

    1. If there was one key message you wish to convey to policy makers and business leaders in New Zealand, what would that be?

    For decades, both businesses and governments have worked in silos but, are now beginning to recognize the need for collaboration in government or strategic alliances with the private sector. Governments are also starting to recognize that partnerships with the private sector in the delivery of services can be more efficient and effective. The “holy grail” for public service reform is meeting the expectations of citizens that services can be co-ordinated around their needs rather than the needs of individual ministries, departments or branches.

  4. South African Quality Institutes Latest News

    November 8, 2012 by ahmed
    South African Quality Institute (SAQI) http://www.saqi.co.za is the national body that co-ordinates the Quality effort in South Africa.
    In the September newsletter “e-Quality Edge” there are a number of interesting articles such as “How seriously do we address risk and what is risk assessment?” and “How the Fukushima disaster could have been prevented?”.

    Also, included is  a description of the congress “Critical 4 Africa”, major issues in the Critical Care field in the medical sector around the world, a speech from quality guru M. Juran in 2002 where he addressed the issue of Quality in Leadership, and the regular column by Dr Richard Hayward about quality in schools where he talks about
    “Punctuality” and how time management is an important skill.

    Click here to download this newsletter.

    In the October newsletter “e-Quality Edge” there is an article based on W. E. Deming’s book “Out of Crisis” and his fourteen management principles with a particular focus on the need for organizations to drive out fear in order for them and their employees to reach their quality potential. In addition there is an article about using PowerPoint presentations and how to create and deliver an outstanding presentation and an article by Dr Richard Hayward about positive stress and how to help students to deal better with stress related to exams.

    Click here to download this newsletter.

    Ahmed Abbas



  5. Genichi Taguchi 1924 – 2012

    November 5, 2012 by ahmed


    On 2nd of June 2012 the quality profession lost another icon: Genichi Taguchi died at the age of 88 years.

    Taguchi is well-known for developing a methodology to improve quality and reduce costs, known as “Taguchi Methods”. He developed the quality loss function which is used to measure financial loss to society resulting from poor quality.

    He is also known for his innovations in Design Of Experiments (DOE), where thousands of potential combinations of numerous variables (at different settings or levels) can be evaluated for the best parameters combination for the process, through a very small number of experiments.

    Taguchi believed that quality starts from the design stage and not just as at inspection. In short, he believed quality was related to process design.

    Taguchi authored more than 40 books with some of the most recent listed below:

    • 2004 – Taguchi’s Quality Engineering Handbook
    • 2004 – Computer-based Robust Engineering
    • 2002 – The Mahalanobis-Taguchi Strategy
    • 2002 – Paradoxical Strategy for Technology
    • 2002 – Technology Development Using Mahalanobis-Taguchi Systems

    Taguchi was a true pioneer of the modern quality movement . His work will be remembered for a long time to come.