1. Celebrating 25 years of excellence in Scotland

    November 19, 2016 by ahmed


    Originally posted on Quality Scotland by Ann Pike


    To celebrate Quality Scotland’s 25th Anniversary, our ‘Celebrating 25 Years of Excellence‘ case study booklet was launched. It shows how our members achieved “Committed to Excellence and Recognised for Excellence” awards and the routes they used. Download a PDF version here.

    Quality Scotland is a National Partner of EFQM (European Foundation for Quality Management) and the official home of the EFQM Excellence Model in Scotland. We are dedicated to helping all organisations in Scotland, whether in the public, private or third sectors in their pursuit of excellence. We work with members to achieve, recognise and sustain business excellence. We offer a range of performance improvement tools, recognition schemes and accredited training and development programmes as well as other online resources, all supported by dedicated Account Management.

  2. They know how to do it in Singapore

    by ahmed
    Singapore Business Excellence Awards 2016 Winners

    Singapore Business Excellence Awards 2016 Winners

    This article has been provided by Michael Voss, Owner of PYXIS & Associate Consultant of COER

    Every other time I have visited Singapore I have been impressed with what this small island nation manages to achieve. And this time was no exception. During my first visit I taught TRADE Best Practice Benchmarking to Singapore government agencies as part of a pilot programme. Not only did the 7 different agencies successfully complete all their benchmarking projects but they have since rolled out the methodology across the whole of government. And their efforts in continuous improvement and commitment to excellence shows. The customs and immigration processes I experienced at the border were impressive. Usually when travelling I find many things that could be improved, but there were very few this time.

    Last time in Singapore, I asked the taxi driver, while going to my favourite spot on Sentosa Island, “what is the big hole in the ground for? I recall that this was a natural area of mangroves less than 6 months ago. He replied “oh that is going to be a casino, six hotels, four attractions and a convention centre’. ‘What, in that tiny space’ I expressed with some surprise. ‘Yes we need it to avoid everyone going to China to have fun.’ he replied.

    And it was to the convention centre that I was heading to. This was the venue for the 22nd Business Excellence Awards Ceremony and Gala Dinner where I attended as one of the 430 guests. It was a nice way to finish off four days of training economic development representatives across 14 countries in how to engage small to medium enterprises (SMEs) in business excellence, run by the Asian Productivity Organisation and hosted by SPRING Singapore.

    In his address at the 2016 Business Excellence Awards Ceremony, the Singapore Minister for Trade and Industry, Mr. S Iswaran, said “Our economic environment is being reshaped by industry and technological trends, which are disrupting business models and fundamentally changing jobs. Future growth and competitiveness will be anchored in productivity, innovation and the skills of our workforce.”
    Over the past 22 years, Singapore has celebrated 106 past Business Excellence Awards winners that have distinguished themselves in the various aspects of business excellence.

    There were two winners of the Singapore Quality Award. DBS Bank have embraced the digital revolution to enhance its customers’ experience, while the Maritime and Port Authority of Singapore has used technology to increase the productivity and have demonstrated clean and green practices that exceed International Maritime Organization conventions winning awards for its sustainability practices both locally and internationally.

    Independent school for students aged 13 – 18 years, Hwa Chong Institution (HCI) won a Singapore Quality Award with Special Commendation. This award recognises ‘past Singapore Quality Award winners that have sustained their business excellence journey and attained greater heights of excellence’. The school has moved its students beyond laboratory experiments to collaborate globally in conducting advanced scientific research to solve practical and complex real-world problems.
    In addition to the premier Singapore Quality Award, awards are also recognised in three niches using the same awards framework. These niche awards are in line with the government’s future growth strategy and recognise innovation excellence, people excellence and service excellence.

    There were two recipients of the Innovation Excellence Award. The first of these was the National Library Board for its innovative approaches in its operations, and engagement with the community. The Singapore Civil Defence Force also won an Innovation Excellence Award for demonstrating a strong innovation culture amongst its people, and leveraging technology and state-of-the-art equipment to strengthen its emergency response capabilities.

    The Defence Science and Technology Agency won a People Excellence Award for putting people at the heart of its organisation to maximise employee potential and permeate a culture of innovation across their whole organisation.

    One of the challenges facing excellence awards programmes globally is ensuring that these programmes add value and remain just as relevant to SMEs as to large organisations including multinationals and government agencies. A significant effort has been expended in engaging SMEs in the Singapore Quality Award programme and this seems to be paying off. SPRING has introduced Business Excellence Standards for organisations that score around 400 points (Singapore Quality Award winners achieve 700 points or more), or approximately twice what a company just complying with ISO 9001 certification would score. These organisations scoring 400 points are recognised as Singapore Quality Class at the holistic level, and also at niche levels for People Developer, Innovation Class, and Service Class. As Minister Iswaran reports, “In the past three years, the number of SMEs benefitting from the business excellence initiative has increased by more than 60%, with the number of private organisations certified for Business Excellence increasing from 85 organisations in 2013 to 140 in 2015.”

    Chairman of the Singapore Quality Award Governing Council, Professor Cham Tao Soon said “As Singapore progresses into the next phase of economic development, business excellence plays a greater role in helping organisations strengthen business fundamentals so that they can remain agile and seize growth opportunities. This can be achieved through organisational innovation and learning, people development strategies, and sound management practices. We are encouraged to see over 1,700 organisations achieving this through the Business Excellence journey”.

    It seemed to me that Singapore’s 22-year history working with business excellence had made a significant contribution to its growth over the period and this looks like continuing well into the future. The Minister summed it up beautifully when he said “The pursuit of, and commitment to, business excellence takes on added importance as Singapore gears up for the next phase of economic development.”

    Many thanks go to SPRING Singapore for inviting me to join them in their awards ceremony. It was a great celebration for the many representatives from the award winners, sharing in their success over a beautiful meal. My congratulations go to all those involved.

    Here in New Zealand we celebrate the achievements of both private and public sector organisations that have attained outstanding levels of excellence in the New Zealand Business Excellence Awards. This awards programme, similar to the Singapore Excellence framework, is calibrated to the US Baldrige awards and administered by the NZ Business Excellence Foundation and New Zealand Organisation for Quality.

    Michael Voss is a business excellence veteran and the recognised ‘go to guy’ for unlocking the barriers to growth in companies of all sizes and across all industries. He is a frequent commentator on organisational excellence and blogs at MICHAELVOSSNZ.COM and an Associate Consultant for the Centre for Organisational Excellence Research (COER).

  3. The BestPrax Conclave

    November 18, 2016 by ahmed


    This article has been provided by Suresh Lulla, Founder & Director, BestPrax Club

    The BestPrax Club recently held the BestPrax Conclave at the prestigious NMIMS University in suburban Mumbai. It was the culmination of two competitions: BestPrax Benchmark 2016 and BestPrax Prize 2016.

    The BestPrax Benchmark is an intensive 3 month process that combines reflective research internally, consulting, and finally competition with other organizations. It helps organizations harvest best practices and zero-in on opportunities for improvement.

    The BestPrax Club recently held the BestPrax Conclave at the prestigious NMIMS University in suburban Mumbai. It was the culmination of two competitions: BestPrax Benchmark 2016 and BestPrax Prize 2016.

    The BestPrax Benchmark is an intensive 3 month process that combines reflective research internally, consulting, and finally competition with other organizations. It helps organizations harvest best practices and zero-in on opportunities for improvement.

    The Feedback Report shares the scoring practice by practice, aligned to Business Excellence models. It also mines for global best practices to enable innovative adaptation for corrective improvements. This year’s edition saw a focus on Leadership Governance. The winners were Tata Power, Tata Housing and NMIMS University. The next two editions will focus on Management Governance and Operational Governance. The competition cycle for participation will be from November 2016 to April 2017. GBN members should encourage organizations in their circle of influence to participate.

    The BestPrax Prize is an open forum for organizations to showcase their best practices. The best practices this year were from Max Life Insurance, Yes Bank, Mahindra Lifespace Developers, and Thiagarajar College of Engineering.

  4. 5th International Best Practice Competition – 1st Call for Entries

    by ahmed

    The Best Practice Competition, will be held in Mumbai, India, 25/26th April 2017 courtesy of BestPrax Club.

    To submit your Best Practice please visit http://www.bestpracticecompetition.com/entry-form where you can download an entry form. The First Call for entries closes on 23 January. Last year there were 49 entries with 33 qualifying to the Competition Event.

    The winners of the International Best Practice Competition in 2015 were Al Jazeera International Catering LLC, UAE with a best practice titled ‘Our Planet – Our Responsibility‘. and Dubai Corporation for Ambulance Services (DCAS), UAE, with a best practice titled ‘Cultural Sensitivity Gives Birth to a Maternity Care

  5. Four U.S. organizations receive nation’s highest honor for performance excellence

    November 17, 2016 by ahmed


    Originally posted on NIST

    U.S. Commerce Secretary Penny Pritzker today named four organizations as the 2016 recipients of the Malcolm Baldrige National Quality Award, the nation’s highest Presidential honor for sustainable excellence through visionary leadership, organizational alignment, systemic improvement and innovation. This year’s recipients—two small businesses and two health care providers—represent four states, including the first awardee from Idaho; and feature four distinctly different operations, including the first winner ever from the long-term care and rehabilitation field and the first awardee from the textile industry since 1989.
    The 2016 Baldrige Award recipients-listed with their category-are:

    “This year’s honorees are trailblazers in innovation, small business, health care and sustainable textiles. Their visionary leadership is helping to power the economy and increase our ability to compete globally,” said Secretary Pritzker. “The Commerce Department proudly supports these four outstanding organizations for their unwavering commitment to performance excellence and their dedication to always reaching higher.”

    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 34 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).

    “We are particularly excited about the diversity of the organizations being recognized this year,” said Robert Fangmeyer, director of the Baldrige Performance Excellence Program. “Like those before them, the 2016 honorees have created robust processes and cultures that focus on benefitting their customers, workforce and communities, and in doing so, have achieved outstanding operational and business results.”
    To date, more than 1,600 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, the program has served as a model for nearly 100 excellence programs. In addition, many organizations use the Baldrige framework for its improvement and innovation strategies without applying for any of these awards.

    During the period 2010-2014, more than 4 million copies of the Baldrige Criteria for Performance Excellence, the core of the Baldrige Framework, were distributed. Their widespread acceptance and use both nationally and globally has dramatically impacted all types of organizations.
    Take for example, these achievements by the 2016 Baldrige Award winners:

    • New employees at Don Chalmers Ford (DCF) are mentored by senior leaders and work with the general manager using the firm’s “How I Connect” guide that aligns each individual’s role to the company’s core values and to delivering the “DCF Experience.” This has helped increase the retention rate of sales consultants from 56.3 percent in 2011 to 71.4 percent in 2015, and increase gross profit by 13 percent for 2012-2015. Both marks are significantly higher than the national averages of 26 percent and 8.4 percent, respectively.
    • In support of its core value of “bettering the world around us,” Momentum Group was the first in its industry to offer a full textile product line of reduced environmental impact fabrics. In just over two decades, Momentum Group’s sales have grown more than 400 percent and have outperformed the industry for 19 years out of the 22 that the firm has been in business.
    • For seven consecutive years, Kindred Nursing and Rehabilitation Center—Mountain Valley has achieved a five-star quality rating—the highest possible—from the Centers for Medicare and Medicaid, a ranking designed to help potential residents, families and caregivers compare nursing homes. Less than one percent of 15,600 skilled nursing facilities nationwide received the five-star rating over that period of time.
    • Memorial Hermann Sugar Land Hospital ranks among the top 10 percent nationally for a number of performance metrics, including emergency center arrival-to-discharge time, compliance with regulations to reduce medication errors, bed turnaround times, radiology and laboratory result turnaround times, and the use of computerized physician order entry.

    The Baldrige judges also may recognize best practices in one or more of the Baldrige Criteria categories by organizations that are candidates for the award but are not selected as a recipient. This year, the judges have chosen six organizations for this honor (listed with the categories for which they are acknowledged):

    • City of Fort Collins, Fort Collins, Colorado—leadership
    • Kaiser Permanente San Diego, San Diego, California—leadership
    • Maury Regional Medical Center, Columbia, Tennessee—leadership
    • Duke University Hospital, Durham, North Carolina—leadership and strategy
    • Park Place Lexus of Texas, Plano, Texas—customers
    • Southern Management Corporation, Vienna, Virginia—workforce

    The 2016 Baldrige Award will be presented at an April 2017 ceremony during the Quest for Excellence conference in Baltimore, Md.
    The Baldrige Program raises awareness about the importance of performance excellence in driving the U.S. and global economy; 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 through user fees and the financial support of the Baldrige Foundation (link is external).

    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, 113 awards have been presented to 106 organizations (including seven repeat recipients).