1. BPIR Newsletter: November 2017

    November 25, 2017 by ahmed


    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.

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  2. Baldrige Award Winners 2017

    November 17, 2017 by ahmed


    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).

  3. Best Practice Report – Smart Services

    November 7, 2017 by ahmed

    Smart services can be important for both the private and public sectors. They enhance the ability of a service provider to understand the needs of its customers (or citizens, residents or visitors), design solutions to address those needs, and then deliver them effectively. Smart services include the use of innovative policies, business models, and technology to address service challenges. While the concept of smart services does not always include technology, the ability to use technology as an enabler to intelligently analyse huge amounts of information (information systems and networks) is key to delivering value to customers. The best organisations and governments usually have the advantage of proactive intimacy with their customers or residents. Governments around the world have taken seriously to building smart communities, smart cities, and smart nations in preparation for the fourth industrial revolution (or Industry 4.0). Organisations would be wise to invest in networks and technologies that help them compete in this new wave of providing smart services.

    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.


    • 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?

    Access the report from here, if you are a member login first so you can download the entire report as a printable pdf file and have immediate access to all the content.

    Over 80 best practice reports are available to BPIR.com members so why not join? New best practice reports are added every one to two months.

  4. Singapore Quality Award Winners 2017

    November 6, 2017 by ahmed


    Three organisations – two local food companies and a provider of utility services – win this year’s Business Excellence Awards for the first time. The other three winners are two government agencies and a local eco-friendly industrial packaging solutions provider.

    Singapore Quality Award (SQA)
    Defence Science and Technology Agency – introduction video clip
    Ministry of Manpower – introduction video clip
    Neo Group Limited (Catering) – introduction video clip
    Select Group Pte Ltd – introduction video clip
    SP Services Ltd – introduction video clip

    Innovation Excellence Award (IEA)
    Greenpac (S) Pte Ltd – introduction video clip

    First-time winners, Neo Group (Catering), Select Group and SP Services join the ranks of DSTA, MOM and Greenpac who are past recipients of various BE Awards. To date, there are 112 BE Award winners, who have attained superior performance and demonstrated commitment in harnessing innovation, developing people and delivering excellent service, since the inception of the BE initiative in 1994. The BE Awards are conferred by the Singapore Quality Award (SQA) Governing Council and administered by SPRING Singapore.

    A critical enabler to build capabilities and capture new market opportunities
    The BE framework was streamlined last year to keep pace with evolving management and technological trends. Organisations have to pursue the Singapore Quality Class (SQC) as a foundation before deepening niche capabilities in Innovation, People and Service. The refreshed framework serves to maintain its relevance and value as a holistic tool for organisations of different growth stages to establish strong business fundamentals and capitalise on new opportunities.

    The SQC certification is an endorsement of a company’s robust management capabilities and commitment to delivering value to its stakeholders. The unified branding under SQC serves as a trust mark of quality and excellence for Singapore-based organisations, boosting their competitiveness in domestic and global markets. To date, more than 1,800 organisations are on the BE journey.

    “In the face of a fast-changing global economic landscape, business excellence has become more crucial for organisations now than before. To help them navigate through these changes, the independent validation process that organisations go through using the BE framework provides them with an external perspective – enabling them to assess where they stand in relation to their local and overseas counterparts, and identify the gaps that need to be filled in order to achieve sustainable growth,” said Professor Cham Tao Soon, Chairman, SQA Governing Council.

    “The assurance of quality that BE provides of a business’ products and services, as well as soundness of its management practices are important for Singapore companies looking to seize growth opportunities locally and overseas. Organisations should leverage the BE initiative to fine-tune their management systems and develop capabilities to be better positioned to scale, grow and compete,” said Mr Poon Hong Yuen, Chief Executive, SPRING Singapore.

  5. Business Transformation and Operational Excellence World Summit

    November 5, 2017 by ahmed


    3 Fantastic Giveaways from Business Transformation & Operational Excellence Insights

    Dear Subscriber,

    If you had to choose one area of your business to improve on by December, which area would it be? Your Customer Experience? Your Lean Skill Set? Maybe, like many organizations recently, you’re looking to cultivate and nurture your Company Culture.

    For 7 days only, BTOES Insights, in partnership with BPIR & The Center for Organizational Excellence Research, want to let you take your pick of 3 Amazing Giveaways, starting with a pack of 4 Premium White Papers.

    Download our 4 most popular White Papers from BTOES Insights now!

    #1: Get 4 OpEx White Papers

    This is our #1 best giveaway to date. Click here to fill in a one-time only form, and receive our 4 most popular Operational Excellence Resources of all time, including 1 x Ebook worth $49.95, 1 x OpEx White Paper, and 2 x Guides:

    • WHITE PAPER: Creating a Culture of Operational Excellence Discipline that leads to Operational Excellence 
    • EBOOK: Intelligent BPM Systems – Impact and Opportunity – RRP $49.95
    • GUIDE: The Lean 5S Guide – Learning the Principles of the 5S/6S philosophy
    • GUIDE: 8 Principles to Achieve Operational Excellence

    #2: Get 5 Full Length Video Sessions on Culture Transformation

    We’re giving away 5 sets of Video Presentations AND Presentation slides on the topic of Culture Transformation. These full-length presentations come with their decks to use as your own Culture Transformation learning resource, from a variety of industries:

    • Daymond Cox, Ingersoll Rand: Transforming the Culture: Create a Lean and Continuous Improvement Culture in your Existing Business
    • Gary Peterson, O.C. Tanner: Empowering your Employees to Select their Own Improvement Projects that are Aligned with Strategy
    • Zac Jacobson, Ebay: Debunking Myths: How Operational Excellence Fosters Innovation and Agility
    • Joseph Spadaford, ComputerShare: Driving Change from Crisis Through Transformation
    • Beth Schmidt, Mutual of Omaha: The Critical Role of Culture in Strategy Execution

    #3: Get 45% off registration to the Business Transformation & Operational Excellence World Summit

    As partners of BPIR & COER, we want to give the community the exclusive offer of 45% off registration to the Business Transformation & Operational Excellence World Summit (BTOES18), March 12-16, 2018, Orlando, FL.

    Register for BTOES18 with the code BPIR by Midnight, September 29, to claim this discount.

    What will you learn at BTOES18?

    • Work with global continuous improvement leaders with an eye to the future and solving real life Operational Excellence challenges – take hold of new ideas to bring back to your organisation. 
    • Discover how to accelerate your continuous improvement programme through merging Operational Excellence with Digital Transformation and Business Innovation.
    • Learn from others’ continuous improvement journeys, successes and failures, as industry leaders present case studies on how they achieved their goals.
    • Improve your own business processes, culture and customer satisfaction through technology and innovation with step-by-step success stories.
    • Receive in-depth guidance on how Operational Excellence creates top line growth, with a holistic view from strategy to execution.
    The Business Transformation & Operational Excellence World Summit & Industry Awards
    The Largest Scale, The Best THinkers, The Most Engaging Event.