1. What keeps rocket scientists happy at work (could engage your employees, too)

    August 31, 2018 by BPIR.com Limited

    Originally posted by Christine Schaefer on blogrige

    A 2017 Baldrige Award Winner with a Strong Workforce Focus
    Want to improve workforce engagement in your organization? Consider what you can learn from one of the nation’s identified role models for high performance. For example, in the business sector, you might study Stellar Solutions, a 2017 Baldrige Award-winning small business based in Palo Alto, California, that provides professional engineering services in the aerospace field.

    Stellar Solutions has been repeatedly designated a “Great Place to Work” by Fortune magazine in recent years (from 2014 to 2017). 2017 employee survey results show that 99 percent of respondents agree that “taking everything in to account, Stellar is a great place to work.” For the same four consecutive years, survey data show that 100 percent of its customers would recommend the company to others.

    How does Stellar Solutions engage its rocket scientists (among other employees) to achieve such enviable results? From its inception in 1995, the woman-owned business has set a vision of aligning “employees’ dream jobs” with its customers’ critical needs.

    Systematic Processes
    To meet its objectives of having (1) engaged, satisfied employees, (2) employees’ “dream jobs” matched with customers’ critical needs, and (3) “low to no attrition,” Stellar has created a system of workforce-focused processes (in alignment with category 5 of the Baldrige Criteria for Performance Excellence) that include the following practices:

    • Conducting monthly face-to-face employee visits/meetings
    • Creating employee incentive bonus plans and review these with employees
    • Completing annual updates to each employee’s “Dream Job Worksheet” and review progress quarterly
    • Providing annual required training
    • Providing professional development training
    • Providing recognition through bonuses

    Measures and Results
    Key metrics used by Stellar to measure its approaches for developing and retaining employees include completion of annual bonus plans, quarterly dream job assessments (i.e., reviewing progress on each employee’s Dream Job Worksheet), employee participation in training, bonuses paid, employee survey ratings, and attrition.

    In addition, Stellar measures its progress in relation to its identified top three drivers of employee engagement: (1) feeling empowered and trusted to do what’s best for the customer, (2) feeling encouraged to balance one’s work life and personal life, and (3) feeling that one’s work has special meaning rather than being “just a job.”

    For the company’s 2017 employee survey, 100 percent of respondents agreed with the statement “I am empowered and trusted to do what is best for my customer.” In addition, 98 percent agreed with the statement “I am encouraged to balance my work life and my personal life,” and 97 percent agreed that “My work has special meaning: this is not ‘just a job.’”

    Key Points
    At the end of a presentation of its workforce-focused practices for the Baldrige community in April, Stellar shared these two key points:

    • “Our employees are our greatest resource.” Stellar Solutions keeps employees engaged by “helping them work toward their dream jobs and empowering them to identify and solve our customers’ most critical needs.”
    • “It is important for us to encourage and offer multiple outlets for collaboration and communication among our workforce to share knowledge across various locations and projects.”

    What do other organizations do (or not do) to engage workforce members? Please share ideas by submitting a comment below.


  2. COER News – Articles on Business Excellence, Benchmarking, Best Practices and Innovation

    August 20, 2018 by BPIR.com Limited
    The Centre for Organisational Excellence Research (COER), BPIR.com’s sister organisation, recently published its latest newsletter for August 2018.
    Download a copy of COER’s August 2018 Newsletter here.

    qmf
    The contents of the newsletter are described below:

    • The Global Organisational Excellence Congress
    • 10-12 Dec 2018, Abu Dhabi, UAE
    • Launch of Public Service Excellence Program in Tonga
    • Dubai We Learn: Dubai Police
    • Best Practice Reports
    • Latest Self-Assessment Tools
    • COER Research Projects
    • Excellence Without Borders Update
    • Positivity for Excellence
    • Factors Leading To Successful Benchmarking
    • PhD Research Opportunities
    • Read the Latest on Our Best Practice Resource – BPIR.com
    • Other Activities/Articles of Interest by COER’s friends and partners
    • Australian Organisation for Quality: Qualcon 2018, Brisbane, Australia 14 – 16 Oct
    • EFQM Forum 2018: Symphony of Excellence 18 th – 19 th Oct
    • Performance Excellence Summit & Canada Awards for Excellence
    • Canadian Business Excellence Awards for Private Businesses

  3. Major Research Project on Awareness and Use of Business Excellence – Website Launched & Participants are Signing Up

    August 10, 2018 by BPIR.com Limited

    The project Excellence Without Borders (EWB) has been launched by the Centre for Organisational Excellence Research (COER). The project will involve and engage Business Excellence (BE) custodian organisations from around the world. BE custodians are the organisations that are responsible for carrying out BE activities such as disseminating, facilitating and awarding BE in their respective regions.

    The project will investigate the design, deployment and impact of National/Regional/Sectoral Business Excellence (BE) programs. This research will help BE Custodians to learn from each other and strengthen national approaches to business excellence. As a result, it is envisaged that more organisations will become aware of and apply business excellence principles and practices leading to greater socio-economic benefits across the globe.

    Currently the participant custodian organisations are reviewing the surveys and the methodology of the project so that they can provide the research team with useful feedback and comments. Following the incorporation of these comments, the custodian organisations will assist in distributing the surveys to clients and evaluators and also complete a survey on behalf of their own organisation. Learn more about the terms of reference of the project here.

    21 BE custodian organisations have already signed up to the project since invitations were issued on 19th July with more registering each week. The Global Excellence Models (GEM) Council are providing in-principle support to the project. The project team will be giving a presentation on the project to the GEM Council Meeting in Sydney on 29 August. Following this the team will attend the Australian Evaluator Training, 30 August, and 2018 Excellence Conference and 30th Anniversary Celebration of the Australian Excellence Awards (to register for this conference click here).

    The initial findings of the project will be shared at the Global Organisational Excellence Congress in Abu Dhabi from 10-12 December 2018.

    For further information contact:

    Saad Ghafoor
    PhD Researcher for Excellence Without Borders
    Center for Organizational Excellence Research
    Massey University, New Zealand
    S.G.Ghafoor@massey.ac.nz

     

     


  4. COER News – Articles on Business Excellence, Benchmarking, Best Practices and Innovation

    July 3, 2018 by BPIR.com Limited
    The Centre for Organisational Excellence Research (COER), BPIR.com’s sister organisation, recently published its latest newsletter for June 2018.
    Download a copy of COER’s June 2018 Newsletter here.

    qmf
    The contents of the newsletter are described below:

    • Global Organisational Excellence Congress, 10-12 Dec, 2018, Abu Dhabi, UAE
    • Innovation Award and Global Benchmarking Award
    • Completion of the 2nd Cycle of “Dubai We Learn” Government Projects
    • Dubai We Learn Book Launch – 13 Benchmarking Success Stories
    • Rapid Benchmarking at New Zealand’s Largest Company – Fonterra
    • TRADE Best Practice Benchmarking Training & Certification
    • The Challenges Facing Tonga After Cyclone Gita And How Business Excellence Will Help
    • COER Assists ADAEP (Abu Dhabi Government Excellence Program)
    • BPIR.com – Sharing Best Practices
    • Read Our Best Practice Reports – Employee Recognition, Smart Services & Procurement
    • COER’s Research Projects on Business Excellence & Organisational Resilience
    • PhD Research Opportunities
    • Other Activities/Articles of Interest (provided by COER’s friends and partners)

  5. Launch of Public Service Excellence Program in Tonga

    June 30, 2018 by BPIR.com Limited

    Tonga

    June 28, 2018. Posted by Dr Robin Mann & Saad Ghafoor, Centre for Organisational Excellence Research (COER), New Zealand.

    The Prime Minister of Tonga Hon. Samiuela ‘Akilisi Pohiva launched the Public Service Excellence Program (PSEP) on Wednesday, 20th of June 2018. The program launching ceremony was held at the Tanoa Hotel, Nuku’Alofa the capital city of Tonga. The Public Service Excellence Program (PSEP) is a five-year program with a mission to build and instill a spirit of service excellence in the Tonga Public Service by improving work processes and systems. The program has been devised by the Public Services Commission in partnership with the Centre for Organisational Excellence Research (COER), Massey University, New Zealand.

    Tonga

    Prime Minister of Tonga Hon. Samuela ‘Akilisi Pohiva launching the Public Service Excellence Program for the Government of Tonga

    The prestigious program was inaugurated with a prayer. This was followed by a dedication message addressed to the Kingdom of Tonga. Dr. Robin Mann, Head of COER, gave a presentation on the PSEP to the Honorable Prime Minister and the ministers attending the ceremony. Dr. Mann asserted the need for all senior leaders of public sector organisations to serve as strong ambassadors of excellence and to embrace the program as it will help to deliver the national outcomes agreed in the Tonga Strategy Development Framework. Dr Mann shared the examples of Singapore and United Arab Emirates which have achieved impressive advances in societal and economic performance through a focus on business excellence.

    Tonga

    Dr Robin Mann, Head of COER, Massey University explaining the Program

    The Honorable Prime Minister launched the logo and slogan of the PSEP of “Excellence our only option”. In his remarks, the Hon. Prime Minister said this was a significant historical day for the Public Sector and for the Public Services.

    “As we heard this initiative, the public service excellence program is an incredibly important game changer for government services. For it will positively transform systems, leadership, management and operations of the whole of government to service excellence for the people of Tonga.”

    The program will focus on seven areas critical for the effective operation of the Public Servants’ services which are;

    1. Leadership
    2. Strategy
    3. Citizens and customers
    4. Measurement, Analysis and Knowledge Management
    5. Workforce
    6. Operations
    7. Results
    Tonga

    Prime Minister of Tonga Hon. Samuela ‘Akilisi Pohiva recognizing a high school student for her poem on public service excellence

    To support the launch of the program a number of activities have already been undertaken:

    1. School Poetry Competition across F/5, F/6 and F/7 under 3 different topics in May 2018 with the overall aim of building High School Students for a career in the Public Service.
    2. Public Service Competition to decide on the logo and slogan of PSEP in May 2018.
    3. Public Service Month in June dedicated to promoting public services.
    4. The Public Service Commission has already undertaken a business excellence self-assessment with a consensus meeting held on 15th June. This pilot self-assessment is enabling PSC to refine the self-assessment process before it is rolled out to the whole of the public sector.
    5. Launch of PSEP on 20th June 2018.
    6. Public Service Day observed on the 21st of June, 2018 bringing together all government ministries to promote public service.
    7. Awareness session on PSEP for CEOs and Excellence Champions 22nd of June, 2018

     

    2017-baldrige-state-impacts

    Public Service Excellence Consensus meeting undertaken by PSC as a pilot exercise

    Overview of the Public Service Excellence Program
    The PSEP consists of a comprehensive range of services to assess and build organisational capability using an internationally recognized business excellence framework as the mechanism for transformation. Such an approach has been used successfully in many other countries with 73 countries currently undertaking business excellence initiatives or awards including Tonga’s neighbor Fiji. PSEP requires all public-sector institutions to undertake a yearly assessment against the framework to enable opportunities to be identified and actioned for year on year improvements. This means that 26 Ministries, Departments and Agencies will be participating whilst public sector enterprises can participate on a voluntary basis.

    Tonga

    Services planned for Tonga’s public sector

    The five year plan requires PSC to deliver assessment and capability building services. Examples of the types of services that will be delivered are presented in the Figure above.
    Some of the services are starting immediately such as the annual business excellence self-assessments facilitated by PSC to enable public sector agencies to identify their strengths and opportunities for improvement. The self-assessments need to be completed in time for a Public Service Excellence Conference planned for late November 2018. Other services include a best practice competition at which each public-sector agency will share between one to three good to best practices, two best practice sharing days per year between public sector agencies for each category of excellence, and 10 Game -Changer Benchmarking Projects per year to address areas of major concern. In the future, a business excellence award is planned. However, it is felt that introducing an award at the moment would be too complex and not lead to the same level of learning and ownership for improvement that a well-designed self-assessment can provide.

    Tonga’s excellence journey has got off to the best start possible with the support of Tonga’s leaders and the enthusiastic participation of Tonga’s school children. This bodes well for the future. The government and public service commission are clearly committed to their mission of developing a public service culture whose minimum standard is excellence. Indeed, with the PSEP they are dreaming to achieve even more with a vision “to become recognized as the best small island state in the world”. This may be a far-off destination but based on how quickly they have embraced business excellence since February 2018 when it was first presented to Cabinet Ministers, who is to say their dream can’t become reality?