1. World Business Capability Congress – Call for Papers

    December 14, 2011 by
    Conference Auckland


    This is your invitation to come and see one of the most beautiful countries in the world and learn, share and network with your peers from all around the globe at the same time!

    Next year in December New Zealand will host a premier business improvement-orientated congress. New Zealand Organisation for Quality (NZOQ) and Centre for Organisational Excellence Research (COER) are organising the World Business Capability Congress Incorporating the 27th NZOQ Conference, 7th International Benchmarking Conference and New Zealand Business Excellence Awards in Auckland.

    The main theme of the congress is “Driving Excellence> Innovation> Productivity> Export Growth” and in line with that theme the conference organising committee is seeking contributions from organisations and individuals about Developing Business Capability, Leadership, Strategy, Customer and Market Focus, Measurement, Analysis and Knowledge Management, Human Resource Focus, and Process Management. The best papers will be considered for the Best Paper Award, and fast-tracked for publication in one of the local or international journals.

    Abstracts for papers will be due by 1st of April 2012 and the early registration deadline will be 1 July 2012. The congress website is available at WorldBusinessCapabilityCongress.com and more details on abstract submission and registration is posted there, please visit the website periodically as it evolves and more details become available, also you can also download the congress flyer from here .

    The World Business Capability Congress 2012 is a not to be missed event, make sure you include this conference in your diary and travel plans for 2012.

    Ahmed Abbas

  2. 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.

  3. 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

  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. Business Excellence Chile

    November 7, 2011 by
    Business Excellence Chile specialise in business excellence, benchmarking and strategic management consultancy, They are a member of the Global Benchmarking Network and BPIR’s partner in Chile. Their first English newsletter is published below. It includes an interview with Orlando Olivera the General Secretary of the National Quality Award.
    Business Excellence Chile
    Business Excellence Chile Newsletter, October 2011
    About Business Excellence Chile

    Business Excellence Chile supports all types of organizations in the systematic search of excellence. We developed a robust methodology based on the use of Business Excellence Frameworks (Baldrige, EFQM, CAF, Chilean, etc), Strategic Management (design, development, strategic support and use of the Balanced Scorecard) and Benchmarking (using the TRADE methodology from Dr. Robin Mann) dedicated to generate sustainable value over the time to our customers. 
    Continue reading…

    National Quality Award Ceremony
    On Monday June 20 at the "Bellas Artes" Museum, was presented the National Quality Award 2010 to the three organizations that this time, obtained this valuable prize that is given to the organizations that get a great performance in quality management and excellent services in Chile.

    Among the winners there is the Municipality of Providencia in the category "Public Organizations", Correos de Chile as "Best Large Company" and Wilug Ltd. under the category "SMEs". Continue reading … 

    Exclusive Interview to Orlando Olivera, General Secretary of the National Quality Award

    Nowadays Business Excellence Frameworks are a worldwide recognized tool for its wide applicability in various organizations, gaining significant international validation.

    There is agreement in all sectors that they contribute strongly to improving the competitiveness of countries; that have a formulation that allows an organization to be viewed systemically; that have an improvement methodology; and that contribute to the growth of countries.

    According to the opinion of the General Secretary of the National Quality Award, Orlando Olivera, "Therefore what we need is that universities, research centers, consultants, companies, business and trade associations start to collaborate on the dissemination of the principles of business excellence".

    So we see that what we have today is a very important valuation of these instruments capable to look integrally and systemically to organizations and guide them to excellence. See full interview…

    V International Seminar: "Search for Excellence in Local Governments"

    During August 29th and 30th, it took place the fifth version of the seminar: "Search for Excellence in Local Governments" organized by the Municipality of Providencia. The purpose was to generate a forum for reflection about the challenges of improving municipal management, with special emphasis on Business Excellence Frameworks and their application in national and international governments in order to adequately meet the specific local demands from neighbors and users of the municipalities from Chile.

    In this opportunity was attended by leading international professionals such as Dra Miflora Gatchalian and Drs Robin Mann and Yasir Alnaqbi, among others, who shared their experiences in implementing practices of excellence in their respective countries.
    Pictures and more…

    Newsletter nº 1

    This newsletter aims to give the latest trends in business excellence, benchmarking and strategic management in Chile. As well as to keep informed all of our stakeholders who want to improve their organization's performance through modern management tools.