1. Best Practice Report: Strategy: Strategic Planning Process

    February 9, 2020 by BPIR.com Limited

    Strategic planning is a systemic process through which an organisation assesses where it is at the present time, communicates where it wants to be in the future (through its mission and vision), and makes the necessary decisions to reach its goals. The process includes making sure that monitoring, control and improvement mechanisms are in place, which help to ensure the smooth implementation of the plan and mitigate any interruptions.
    In This Report:

    1. What is a “strategic planning process”?
    2. Which organisations have been recognised for their strong strategic planning processes?
    3. How have organisations been successful with their strategic planning process?
    4. What research has been undertaken into strategic planning processes?
    5. What tools and methods are used to achieve high levels of success in a strategic planning process?
    6. How can the success of strategic planning processes be measured?
    7. What do business leaders say about the strategic planning process?
    8. Conclusion.

    Access the report from here. At the bottom of the page is a PDF version of the report for easy reading. If you are a non-member, you will find some of the links in this report do not work. To join BPIR.com and support our research simply click here or to find out more about membership, email membership@bpir.com. BPIR.com publishes a new best practice every month with over 80 available to members.

  2. TRADE Benchmarking Stars Announced at the Grand Finale of Dubai We Learn – Excellence Makers 3rd Cycle, 2019

    December 24, 2019 by BPIR.com Limited
    Press release contributed by Dr. Almas Tazein, BPIR.com Limited

    Completing its 3rd Cycle on 22 December 2019, the Final (4th) Knowledge Sharing Summit of the Dubai Government Excellence Program (DGEP) was held at Jumeirah Emirates Towers Hotel, Dubai. The agenda was to celebrate the Best Practice learning across all projects and give recognition to all the ten project teams who had been working relentlessly, displaying unwavering commitment over the last year. The ten Dubai We Learn – Excellence Makers Program Project Teams were awarded using the TRADE Best Practice Certification system.

    At the final event attended by project sponsors, key stakeholders, guests and project team members, the projects were scrutinized for their quality and evaluated for their performance impact by an esteemed expert panel of judges that included Professor Dotun Adebanjo, University of Greenwich, London, United Kingdom, Dr. Woon Kin Chung, Previous Head of Singapore’s Productivity Centre, Singapore, and Mr. Arndt Husar, Senior Public Management Specialist (Digital Transformation), Asian Development Bank, Philippines.

    Amidst an exhilarated audience, the 7 Star projects that received a TRADE Benchmarking Proficiency Certificate with Commendation were:

    • Dubai Municipality – Digital Transformation of Contracts;
    • Dubai Police – Airport Secure Luggage (Safe Bags);
    • Dubai Corporation for Ambulance Services – Moonshot: Is Where Magic Happens.

    Coming close with impressive performance were the 5 to 6 Star projects that received a TRADE Benchmarking Proficiency Certificate with Commendation were:

    • Dubai Electricity & Water Authority – EV Green Charger 2.0;
    • Community Development Authority – Enabling Happiness;
    • Dubai Health Authority – Dubai Heart Safe City.
    • Dubai SME (Agency of Department of Economic Development) – Improving Entrepreneur’s Business Guidance & Start-Up Services

    Showing immense potential and foresight were the 3 to 4 Star projects that received a TRADE Benchmarking Proficiency Certificate:

    • Dubai Land – Smart Property Valuation;
    • Road & Transport Authority – Return on Innovation for Agile Innovation Journey;
    • General Directorate of Residency & Foreigners Affairs – Cooperative Integration System.

    The achievements by all teams has been exceptional considering the shortened time of Dubai We Learn this year with teams encouraged to resubmit in May 2020 after they had had more time to deploy best practices and demonstrate results over a longer period of time… We are expecting greater achievements to follow to make this the most successful Dubai We Learn so far!

    Group photo during the Final Ceremony, Dubai We Learn 2019

    “I think these are very laudable projects in their 3rd round of Dubai We Learn. Over the years, I have seen great improvements in the quality of benchmarking proficiencies and benchmarking skills of the teams. The projects have had a very significant impact on Dubai society and economy, and also the health of the people,” reflected Professor Dotun Adebanjo. “One of the outstanding projects last year was the Dubai Health Authority project which has helped tackle diabetes within Dubai. I think if you replicate these sorts of projects across many entities over the years, it will have a major impact on society, and I have been very happy to be involved with DWL,” he concluded.

    DGEP and COER will in the next 6 months publish a book, ‘Achieving Performance Excellence Through Benchmarking and Organisational Learning’ showcasing the discoveries of the 3rd Cycle of Dubai We Learn. This will follow on from the book of the 2nd Cycle of Dubai We Learn that was launched at the conference

    Click here to download the book.

    For more information on Dubai We Learn contact:

    Dr. Zeyad Mohammad El Kahlout, Senior Quality and Excellence Advisor,
    Dubai Government Excellence Program (DGEP).
    Email: Zeyad.ElKahlout@tec.gov.ae

    Or contact Dr Robin Mann to learn more about the TRADE Best Practice Benchmarking Methodology, r.s.mann@massey.ac.nz

  3. Dubai We Learn – Government Excellence Makers Program 3rd Knowledge Sharing Summit

    November 23, 2019 by BPIR.com Limited


    By Dr Flevy Lasrado, Asst. Professor of Organizational Excellence, University of Wollongong in Dubai

    I was pleased and delighted to accept the Dubai Government Excellence Program (DGEP’s) invitation to learn more about the amazing projects associated with the Dubai We Learn initiative on Wednesday, 16 October, 2019 at the Jumeirah Emirates Towers Hotel in Dubai. Needless to say, the ‘Dubai We Learn – Excellence Makers Program 3rd Knowledge Sharing Summit’ is one of the most intellectually sophisticated events in the field of business excellence, best practices and benchmarking.

    The event was held in the Godolphin Ballroom and the atmosphere was exuberant and lively, with very many erudite professionals and astute officials representing the various authorities of the Government of Dubai. It was a wonderful knowledge sharing summit that included project presentations from 10 government entities. From my own perspective with a background in continuous improvement, I could not have spent 16 October, 2019 in any better way, especially because that evening I was to speak about process improvements to my Master’s class from the University of Wollongong and would be able to share real-life examples with them. The 10 cases of extremely well-presented cases were exemplary and gave the audience much to learn and think about. Each entity presented a themed project and provided evidence of the multitude of benefits that they have achieved, while also giving feedback to co-participants and pointing out future opportunities for improvements. The breakout sessions were also planned so well that even a coffee moment turned out to be brilliant knowledge sharing moment!

    The Centre for Organisational Excellence Research (COER), New Zealand, has been orchestrating the learning, knowledge gathering and execution of the Dubai We Learn initiatives (now in their 3rd cycle) in tandem with DGEP. COER assists the teams in using the TRADE Best Practice Benchmarking Methodology so they can identify and implement best practices, and empowers the teams to reach a 7-Star level of excellence that assures long-term sustainability and future relevance

    TRADE Stages

    Figure 1 – The TRADE Best Practice Benchmarking Methodology


    The program included an introductory welcome from Dr Zeyad El-Kahlout, Senior Quality and Excellence Advisor, of DGEP, followed by Dr Robin Mann, who presented the participating teams to the audience.

    Without further delay, let me summarise the 11 projects.


    To develop a new user friendly EV Charger which supports a seamless customer experience as an interim solution till standardization of single EV charging solution occurs

    Encourages adoption of electric vehicles in the city for a sustainable city.

    2Dubai Police

    Find and implement best practices enhancing the efficiency and operational capacity of Hold Bag-gage Screening System (HBS) as well as the productivity of employees engaged within the different processes and levels of the HBS at Dubai Airports by EXPO 2020

    Increased satisfaction of travellers by speeding up the process, and reduced costs as less delays in flight times due to security issues.

    3Community Development Authority

    Identify and implement best practices in: Loyalty, Motivation, Communication, Empowerment, Innovation and Productivity.

    Increased employed happiness and productivity, reduced absenteeism and greater employee retention.

    4Roads & Transport Authority

    To develop a simple and reliable approach for measuring and communicating Return on Innovation (ROI) that is aligned to RTA’s  strategic needs to culminate in an Agile  Innovation  Journey

    Estimate and understand ROI for key investments such as the Enterprise Command & Control Centre and Dubai Metro.

    5Dubai Health Authority

    Improving the out-of-hospital post cardiac arrest (OHCA) survival rate

    Save 1000’s of additional lives.

    6Federal Authority for Identity & Citizenship

    To identity best practices that will lead to an effective integrated system between GDRFA’s strategy, Innovation, PMO, Operations and Excellence departments

    Efficiently through adopting international, regional, and local best practices and excellence models, that meets Dubai’s Government directions and GDRFA’s vision, therefore, acts as a best practice in its field.

    7Dubai Corporation for Ambulance Services

    Develop a vibrant Moonshot innovation ecosystem to accelerate the effectiveness and outcomes of all innovation ecosystem components in line with international best practices.

    Accelerate all innovation ecosystems to achieve multiple moon shots every year.

    8Dubai SME

    To improve the process of qualifying and supporting entrepreneurs to start viable businesses.

    Increase efficiency of guidance service and the level of entrepreneurs’ happiness with service information by Dec 2020 to ultimately have more successful businesses.



    To provide an instant, reliable and robust unit valuation service.

    Increase the speed of valuation process from 3 days to instant thus increasing customer happiness.

    10Dubai Municipality

    Accelerate the processes of service contracts, re-engineer the process through technical opportunities.

    Faster service contract cycle time from 210 days to 45 days or less, saving money and increasing supplier satisfaction.

    Figure 2: Summary of All projects presented at the 3rd Summit

    A number of the projects were aimed at improving project agility and cycle times, and implementing new approaches and measures for innovation. Other projects involved incorporating the latest technology applicable to the problem area, including machine learning and AI. A common thread across all projects was to raise happiness for the citizens of Dubai, so that Dubai becomes the happiest and smartest city in the world.

    Watch highlights of the day video

    Overall, it was a fascinating experience to witness the massive improvement of each of the entities and their dedicated commitment to their innovative projects. Dubai We Learn has proven to be a very promising journey for all participating organisations and is paving the way for ‘dreams to come true’! I wish all the teams’ further achievements and success when the projects conclude on 22 December with the final Knowledge Sharing Summit.

    For more information on Dubai We Learn contact:

    Dr. Zeyad Mohammad El Kahlout, Senior Quality and Excellence Advisor,
    Dubai Government Excellence Program (DGEP).
    Email: Zeyad.ElKahlout@tec.gov.ae


  4. Dubai Police: Still flying the Seven Stars

    October 3, 2019 by BPIR.com Limited

    – A revisit of ‘Dubai We Learn’ Exemplar Benchmarking Projects –

    By Professor Dotun Adebanjo and Dr Robin Mann

    The great appeal of benchmarking is its ability to enable organisations to identify best practices from other organisations and adopt or adapt those practices to improve performance. The benchmarking process itself can be both demanding and exciting as the benchmarking team seeks to understand their organisation’s performance; identify, shortlist and visit benchmarking partners; determine the most suitable best practices; and work with internal (and sometimes external) stakeholders to implement the best practices.

    Although many aspects of the benchmarking process can be underpinned or driven by prescriptive guidelines and also managed along pre-determined timelines, the implementation of best practices is less amenable to prescriptiveness and time limitation. This is principally because the numbers, nature, scope and ease of implementation will vary significantly with the type of project and particulars of the organisation. Indeed, where many best practices are selected for implementation, it may be necessary and beneficial to implement the practices in stages or batches. It is also important to note that the benchmarking process does not end with the identification of best practices or indeed their implementation, it is also necessary to evaluate if the desired outcomes have been achieved and if not, to understand why and refine the practices as necessary.

    With this in mind, we returned to a sweltering Dubai in August 2019, 15 months after the completion of the second round of ‘Dubai We Learn’ (DWL) to visit three exemplar ‘7 Stars’ projects. ‘Dubai We Learn’ is an initiative of the Dubai Government Excellence Programme (DGEP) in collaboration with the Centre for Organisational Excellence Research (COER) based at Massey University New Zealand. The second round of ‘Dubai We Learn’ benchmarking projects consisted of 11 projects in different Dubai Government entities and took place between March 2017 and April 2018. Details of the 11 projects and their achievements by April 2018 are available in an e-book (to be published soon). Three of the eleven benchmarking projects were 7 stars for benchmarking proficiency based on the TRADE Benchmarking Methodology that was adopted to drive the DWL projects.

    So, 15 months on, how have Dubai Government Human Resources (DGHR), Dubai Health Authority (DHA), and Dubai Police fared with their respective projects.

    Case No. 3 – Dubai Police
    The Dubai Police project was entitled, ‘Call of Duty: Police Edition – Best practices in vehicle fleet maintenance’. The aim of the project was to ‘To find and implement best practices in vehicle fleet maintenance to improve vehicle availability and labour productivity of the Dubai Police Mechanical Department to world class levels. The target was to increase labour productivity from 40% to 70% and increase vehicle availability from 88% to 95%.’ At the formal close of the benchmarking project in April 2018, the Dubai Police benchmarking team had identified 86 best practice ideas from benchmarking visits to 9 organisations and desktop research. Of the 86 best practices, 14 were approved for deployment.
    At the formal close of the benchmarking project in April 2018, the Dubai Police benchmarking team had achieved an increase in productivity from 40% to 72% and vehicle availability from 88% to 95% (Aug-2017 to Mar-2018) saving 14 million AED. There had also been an increase in average actual hours working on job tasks of each mechanic from 2.4 hours per day to 5 hours per day and a reduced average repair time per task by at least 5%. Dubai Police have produced a video of their involvement and achievements in the second round of ‘Dubai We Learn’ projects and this can be found here:

    Watch a video of Dubai Police’s benchmarking project

    What has happened since then?

    Dubai Police had met its key targets by April 2018. The purpose of our visit was to understand if they had maintained their achievements or built on them. Well, we were not disappointed. Dubai Police had not only maintained its performance levels, they had sought new ways to improve the maintenance of their fleet vehicles. In particular they had streamlined the delivery of parts and particularly high value parts. This had been achieved by working in partnership with parts suppliers and it meant that stock was now better managed to meet high demands and short lead-times. In addition, Dubai Police had also started to work more closely with agents from different car companies who are now based in the Dubai police workshop to work on the fleet vehicles to improve performance. KPIs per task have been set for the agents in order to improve efficiency. This has meant that Dubai Police technicians are now better able to concentrate on other maintenance tasks by having them removed from generic tasks such as tyre changing. Productivity and hours on repair jobs continue to be measured and monitored.

    Perhaps the most important outcome of Dubai Police’s involvement in the ‘Dubai We Learn’ initiative is the acceptance and widespread deployment of benchmarking and improvement activities based on the TRADE methodology. All departments and sections of Dubai Police are now set KPIs linked to benchmarking improvement. At the time of our visit, there were 254 live improvement projects throughout Dubai Police that were based on the tools and methodologies of TRADE. The departments and sections are encouraged to apply desktop benchmarking in their search for best practices. The management of the roll out of benchmarking across Dubai Police is managed by the Quality Department. In order to promote involvement and improve benchmarking skills and capabilities, Dubai Police held a 4-day TRADE seminar for 1000 police officers. The performance of the departments and sections of Dubai Police against the KPIs set are monitored on an annual basis and there is a General Commander Award for the best performers.

    The commitment of Dubai Police to continual improvement and the use of benchmarking as an improvement tool has led to significant external recognition of their performance and achievement. Further to the seven stars recognition at the end of the second round of the ‘Dubai We Learn’ initiative, Dubai Police’s project has been recognised at multiple awards:

    • Dubai Quality Group – First Place;
    • International Best Practice Award – Second Place;
    • Innovation Arabia – First Place;
    • Global Benchmarking Award – Second Place:
    • Commander Group – First Place
    • Knowledge Sharing Competition – First Place
    • Dubai Police Club – Shortlisted (awaiting final position)
    • Expo 2020 Global Best Practice Competition (awaiting final position)

    With Dubai Police’s strong commitment to benchmarking Dubai citizens can be assured that they are in the safe hands of a progressive Police Force. In the future, more awards and international recognition is likely to follow especially as some of the team members from this project are now serving as mentors for another Dubai Police team that are participating in the 3rd Cycle of Dubai We Learn on a project titled “Airport Secure Luggage (Safe Bags)”. This new project aims to find and implement best practices in airport baggage security to enhance efficiency and operational capacity of the inspection process at Dubai International Airport and Dubai World Central by Expo 2020. With 56 million bags handled and secured in 2018, Dubai Police are looking forward to another very successful project that will showcase their professionalism and leading-edge practices to the rest of the world.

    Read the other case studies, Dubai Government Human Resources (DGHR) and Dubai Health Authority (DHA).

    For more information on Dubai We Learn contact:

    Dr. Zeyad Mohammad El Kahlout, Senior Quality and Excellence Advisor, Dubai Government Excellence Program (DGEP). Email: Zeyad.ElKahlout@tec.gov.ae


  5. Book Launch – Celebrating the 11 Benchmarking Success Stories from the 2nd Cycle of Dubai We Learn

    October 2, 2019 by BPIR.com Limited

    By Dr. Almas Tazein, BPIR.com Limited, COER

    Continuing with its legacy of fostering excellence and imbibing a culture of organisational learning within the Government of Dubai, the Dubai Government Excellence Program (DGEP) in co-operation with the Center for Organizational Excellence Research (COER), New Zealand completed the 2nd Cycle of the Dubai We Learn Excellence Makers Program in 2018. Back then, 11 Dubai Government entities embarked on a journey towards newer horizons, which enabled them to be more resilient and agile in experimenting with and adopting efficacious strategies and best practices from around the world.

    Today, DGEP and COER are delighted to announce the release of their 2nd book together describing the 11 success stories and describing how each project team used the TRADE Benchmarking Methodology. The book is titled, “Achieving Performance Excellence Through Benchmarking and Organisational Learning”

    Today, is the soft launch of the electronic version of the book. The official launch of the book will stimulatingly coincide with the Final Knowledge Sharing Summit for the 3rd Cycle of Dubai We Learn 2019 that will be held on 22 December 2019. The formal launch will be attended by all the Dubai Government teams, officials, sponsors and key stakeholders in the honorable attendance of the Secretary General of The Executive Council, Dubai.

    Where achieving 3-4 Stars and reaching TRADE Benchmarking Proficiency is a challenging task within a one-year timeframe, the book summarizes the secrets of how each of the 11 teams managed to reach up to the 3 to 7-Stars of governance par excellence. The book epitomizes an idealized step-wise implementation of TRADE methodology, depicting structure, purpose and performance.

    The book unravels the 2nd cycle of Dubai We Learn’s Excellence Makers Program from a knowledge-sharing perspective, where the reader will be exposed to a plethora of information in the field of public service and systematic benchmarking system. In order to spark a desire to learn from the challenges faced by the Dubai government entities, to showcase the principles and best practices that drove positive organisational change, to inculcate creativity and innovation within the teams, and to encourage the emulation of their success stories, the book speaks of the:

    • Key Achievements of each of the 11 benchmarking project teams
    • Project benefits classified into financial, customer/citizen, human resource, and process benefits
    • Lessons learnt and highlights from the TRADE Benchmarking Methodology
    • Importance of Leadership, Teamwork, and Change Management
    • Key factors integral to the success of the benchmarking projects during each of the T-R-A-D-E Stages.

    This book will make you think, it will make you question the status quo, and for sure, it will inspire you.

    Click here to download the book.

    Presentation video clips from each of the benchmarking projects are available in BPIR.com’s Award Winner Reports section. Join BPIR.com to access the reports and many other features.

    For more information on Dubai We Learn contact:

    Dr. Zeyad Mohammad El Kahlout, Senior Quality and Excellence Advisor, Dubai Government Excellence Program (DGEP). Email: Zeyad.ElKahlout@tec.gov.ae
    Or contact Dr Robin Mann to learn more about the TRADE Best Practice Benchmarking Methodology, r.s.mann@massey.ac.nz