1. Launch of Public Service Excellence Program in Tonga

    June 30, 2018 by ahmed

    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.

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    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.

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    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
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    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

     

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    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.

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    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?


  2. See how Baldrige strengthens America, state by state

    June 7, 2018 by ahmed

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    Originally posted on Blogrige by Christine Schaefer

    Newly Updated Data, Searchable by State
    Did you know that data about Baldrige impacts are easily accessible and updated annually? For example, choose Baldrige in Colorado from the drop-down menu.

    Colorado Participants in the Baldrige Award Process
    The state of Colorado is home to five organizations that have received Baldrige Awards since 2000. Those organizations represent nearly every sector of the U.S. economy. They include a business, a health care organization, an education organization, and two nonprofits, with one being a municipal government.

    What’s more, between 2005 and 2017, 21 organizations that participated in the annual Baldrige Award process have been based in Colorado. Two applicants from Colorado in 2017 alone represented 1,503 jobs, 17 work locations, about $241 million in revenues/budgets, and more than 158,000 customers.

    Through the rigorous performance evaluations provided as part of the Baldrige Award process, all applicant organizations from Colorado over the years have received comprehensive feedback reports to help them improve work processes and results. Of course, the Baldrige evaluation feedback ultimately promoted the Colorado organizations’ long-term success and, in turn, the state economy.

    Spotlight on 2017 Baldrige Award Winner: City of Fort Collins
    The latest Baldrige Award recipient from Colorado is the City of Fort Collins. The fourth-largest city in its state, it is located about an hour north of Denver, in the foothills of the Rocky Mountains. The City of Fort Collins provides a full spectrum of municipal services to its residents, including parks and recreation, roads, transit, and police services, as well as all four major utilities (water, wastewater, storm water, and electric power). Most recently, the city added broadband service to enable high-speed Internet access for all households and businesses. With about 2,400 employees today, the high-performing government is actively preparing for its current population of 170,000 to grow to 250,000 in the years ahead.
    A few achievements of the City of Fort Collins:

    • High citizen satisfaction, as reflected in residential survey ratings in the top 10% of U.S. cities for quality-of-life metrics that include “best place to live,” “best place to work,” quality of recreation and culture, availability of job opportunities, air quality, and visual attractiveness
    • Top 1% ranking among U.S. cities for the quality of its drinking water and for the status of the city’s emergency preparedness
    • High citizen engagement, as demonstrated by residents’ involvement in 27 advisory boards and commissions that provide input to the city government

    Rocky Mountain Performance Excellence
    Like most other Baldrige Award recipients, the City of Fort Collins first received a top-tier, state or regional award for its high performance in an evaluation based on the Baldrige Criteria for Performance Excellence (part of the Baldrige Excellence Framework). In 2014, the city earned the Peak Award of Colorado-based Rocky Mountain Performance Excellence (link is external) (RMPEx). The feedback report the city received through the RMPEx evaluation helped it improve its work processes and results.

    As a partner program serving organizations in three Western states (Colorado, Montana, and Wyoming), RMPEx relies on the national Baldrige Performance Excellence Program to develop and distribute the Baldrige Excellence Framework and related resources that help organizations in its region improve their performance. In this way, the federal Baldrige Program and its private-sector partner programs in the nonprofit Alliance for Performance Excellence (link is external) (of which RMPEx is a member) together help strengthen the entire U.S. economy. The journey to excellence of the City of Fort Collins, supported by evaluation services it received from both the national and state-level Baldrige programs, is just one example of how the Baldrige enterprise benefits America.

    “Baldrige evaluation feedback ultimately promoted the Colorado organizations’ long-term success and, in turn, the state economy.”


  3. Fiji commits to lifting health and safety performance

    May 30, 2018 by ahmed

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    Posted by Michael Voss, Senior Consultant for COER and Director of Pyxis.co.nz and MICHAELVOSSNZ.COM

    Hot on the heels of the release of the ISO 45001 international standard for occupational health and safety, Fiji commits to improving the health and safety of its workforce.At the first ever National Conference for Occupational Health & Safety (OHS) a collaboration between the Ministry for Industrial Relations, the National Training and Productivity Centre (NTPC) of Fiji National University and the International Labour Organisation (ILO) was announced. The aim of the conference was to bring as many like-minded people together to discuss current and future OHS issues for Fiji.

    Isimeli Tagicakiverata National Training and Productivity Centre, Hon. Jone Usamate, Minister for Employment, Donglin Li (ILO Director for Pacific Island Countries)

    Isimeli Tagicakiverata National Training and Productivity Centre, Hon. Jone Usamate, Minister for Employment, Donglin Li (ILO Director for Pacific Island Countries)

    The ILO recognises young workers make up 15% of the world’s 540 million workforce, and in many countries this group are largely “invisible” and deprived of bargaining power and effective representation.

    Fiji workplace statistics reported through the Workers Compensation Service total 1636 injury cases for 2017 and seven fatalities over the past three years. Over 50% of reported accidents involve young workers in the 20 to 30-year age group. As a result, the theme of the 2018 World Day for Safety and Health at Work is on improving the health and safety of young workers.

    The Minister for Employment, Productivity and Industrial Relations, Hon. Jone Usamate said
    “Fiji needs a national occupational health and safety culture. A culture in which the right to a safe and healthy working environment is respected at all levels and at all times. We need the culture where we all take action to maintain and develop occupational health & safety.”

    Attendees of National Conference for Occupational Health & Safety - Pearl Resort, Fiji

    Attendees of National Conference for Occupational Health & Safety – Pearl Resort, Fiji

    Conference organiser, the National Training & Productivity Centre (NTPC) at the Fiji National University trains over 1000 workers in the area of vocational health and safety annually. The conference provided an opportunity to brief the over 100 institutions represented at the conference on the recently released ISO 45001 OHS management systems international standard. During July 2018, the NTPC will be running a training course for businesses to understand current OSH practice and how to meet the requirements of this ISO 45001 standard.

    My thanks go to the NTPC for inviting me to address the conference. I wish the Ministry all the best for their efforts in raising the health and safety of workplaces in Fiji.


  4. Latest research reveals 55 countries have a Business Excellence Award

    May 29, 2018 by ahmed
    Research conducted by the Centre for Organisational Excellence Research (COER) has revealed that at least 55 countries have a national business excellence award. Some countries have more than one award, making a total of 65 award programs.

    Eligibility of an award to be considered as an active Business Excellence Award
    Business excellence awards were considered as “active” if they were based on a holistic business excellence framework and used similar assessment methods to internationally recognised frameworks such as the EFQM Excellence Model and the Baldrige Excellence Framework. Also, to be included, an awards program must have been run in 2016, 2017 or planned for 2018.BE framework

    In addition to the 55 countries, 18 countries did not have an awards program but were running initiatives to encourage organisations on a business excellence journey. Therefore in total 73 countries have a business excellence award or initiative.

    List of Active Business Excellence Awards
    We encourage readers of this blog to check the list and inform us if our information on your country’s award is incorrect or missing.

    The following graph shows that the EFQM Excellence Model is the most commonly used, particularly in Europe and the Middle East. 30 countries use the EFQM Excellence Model or models similar to it. The Baldrige Excellence Framework is also popular with use in the United States and many countries in Asia. 19 countries use the Baldrige Excellence Framework or models similar to it. 15 awards programs use a unique model and one business excellence award in Sweden enables award applicants to choose between using the Baldrige Excellence Framework, EFQM Excellence Model or the Swedish Business Excellence Model.

    BE chart

    This research was conducted by Saad Ghafoor, PhD student and Dr Robin Mann, Head of COER.

    COER supports organisations and countries in business excellence in a number of ways:

    • COER is undertaking research that is improving our understanding of National Business Excellence Awards and strategies. COER’s “Excellence Without Borders”. Project aims to assist the administrators and custodians of business excellence to effectively develop and manage regional and national business excellence strategies and awards.
    • COER is working closely with a number of countries to help them develop national business excellence strategies and services. For example, refer to our recent work in Tonga and how we assist organisations on their improvement journey through Dubai We Learn.
    • COER is currently organising with the Abu Dhabi Chamber of Commerce, APQO and GBN the Global Organisational Excellence Congress, 10-12 December 2018, Abu Dhabi, UAE. This event includes the International Best Practice Competition and GBN’s Global Benchmarking Awards.
    • COER’s BPIR.com resource contains a wealth of best practice information including 1,000’s of best practices that are categorized by business excellence frameworks, and over 80 self-assessment tools.

    For more information on COER’s work please contact Dr Robin Mann, r.s.mann@massey.ac.nz


  5. 2nd Organisation-Wide Innovation Award – Call for entries

    May 24, 2018 by ahmed

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    The Organisation-Wide Innovation award recognises organisations that excel in inculcating an innovation culture throughout all facets of their operation from the leadership to employees and covering all stakeholders leading to innovative processes, products and services. The process of entering the award is the same as for entering the International Best Practice Competition and similar rules are applied. To submit your entry please visit http://www.bestpracticecompetition.com/organisation-wide-innovation-award where you can download an entry form. The First Call for entries closes on 1st of August 2018.

    The 2nd Organisation-Wide Innovation award will be held in Abu Dhabi, UAE, 10-12 December 2018 as part of the Global Organisational Excellence Congress courtesy of the Abu Dhabi Chamber of Commerce & Industry.

    The Congress will also include:

    24th Asia Pacific Quality Organisation International Conference

    • ACE Team Awards Competition 2018
    • 18th Global Performance Excellence Award

    12th International Benchmarking Conference

    • 6th Global Benchmarking Awards

    6th International Best Practice Competition

    • 2nd Organisation-wide Innovation Award

    Sheikh Khalifa Excellence Award’s Best Practice Sharing Conference

    The other awards/competitions that will be held as part of the Congress are explained here https://www.globalorganisationalexcellencecongress.com/enter-a-competition/

    The Organisation-Wide Innovation award winner in 2017 was the National Library Board (Singapore). To watch a video of the award winner click here.

    2017 Runner-up - Manin Kaur, Maritime and Port Authority of Singapore (left) and Winner - Siang Hock Kia, National Library Board (right) with judges

    2017 Runner-up – Manin Kaur, Maritime and Port Authority of Singapore (left) and Winner – Siang Hock Kia, National Library Board (right) with judges


    Add the Congress to your calendar