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Hi,
Seasons Greetings from the BPIR team!
Welcome to December’s edition of the BPIR Newsletter. sharing with you best practices, improvement tools, and events.

Best Practice Events

• Benchmarking for Excellence, Dubai – UAE, 7 – 9 Jan., TRADE Best Practice Benchmarking (Dubai We Learn), Dubai. (For Dubai government entities only as part of the Dubai Government Excellence Programme). To register contact, Ms. Heba Alkilani email: heba.alkilani@tec.gov.ae
• A Brighter Future with AOQ, Brisbane – Australia, 12 Dec., Organiser: Australian Organisation for Quality (AOQ).
• Knowledge Management Seminar, London – UK,12 Dec., Organiser: London Excellence.
• UAE Innovation Award, Dubai – UAE, 7 Feb., Organiser: Dubai Quality Group.
• Excellence in Partner and Supplier Focus, Toronto – Canada, 27 Feb., Organiser: Excellence Canada.
• Business Transformation & Operational Excellence Summit & Awards, Orlando – US, 12- 19 Mar., Organiser: Proqis.
• 9th Continual Improvement & Innovation Symposium & Competition 2017, Dubai – UAE, 9 Nov., Organiser: Dubai Quality Group (DQG).

BPIR News

• The Quality Management Forum….read more
• New study shows we work harder when we are happy….read more
• Is the customer really always right? A hotel company invests in its employees first….read more
• How many KPIs do I need? (fewer than you think)….read more

Design Thinking Best Practice Report

This report outlines the best practices research undertaken by BPIR.com in the area of design thinking. The best practices have been compiled under seven main headings. This 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 is “design thinking”?
• Which organisations have received recognition for excellence in design thinking?
• How have organisations reached high levels of success in design thinking?
• What research has been undertaken into design thinking?
• What tools and methods are used to achieve high levels of success in design thinking?
• How can design thinking measured?
• What do business leaders say about design thinking?

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:

Customer Complaint Resolution Process:
Two simple self-assessment tools are provided to help you to assess your organisation’s attitude towards customer complaints and the effectiveness of your customer complaints resolution processes.

Is Your Measurement System Well-Balanced?: his questionnaire provides a good overall assessment of the overall balance of your performance measurement system in terms of customer related measures, employee related measures, financial measures, operational measures, supplier measures, product/service quality measures and safety/environmental/public responsibility measures..

Innovation Maturity (organisation-Wide): This self-assessment provides an overall assessment of your organisation’s innovation maturity. It assesses eleven areas (leadership, strategic planning, people, culture, processes, tools and techniques, training, facilities, idea capture, idea management and metrics). It considers those activities that should be in place to effectively manage and encourage innovation.

Join now to get access to a library of self assessments and many more features.

BPIR Tip of the Month – Business Excellence Models

This area of the web-site allows users to navigate the databases through a choice of business excellence models (Malcolm Baldrige Model, EFQM Excellence Model, Singapore Quality Award Model, Canadian Framework for Business Excellence, and an overview generic model). Navigation via the models can be used to look at specific categories that correspond to areas within their organisation that have been identNIST’s Baldrige Performance Excellence recognized for its leadership development programmesNIST’s Baldrige Performance Excellence recognized for its leadership development programmesified as in need of improvement, or to specific areas of personal interest. Using the model categories to navigate will quickly and effectively lead the user to the information we have researched so far in relation to the areas in question.

Click here to see a video clip on how to do it.

Business Excellence recognized for its leadership development programmes

In 2017, the US National Institute of Standards and Technology’s (NIST) Baldrige Performance Excellence Programme and its training offerings – Baldrige examiner training and the Baldrige Executive Fellows Programme – were honoured with LEAD awards for being among the very best US and global continuing education programmes. Baldrige examiner training, including the Baldrige Examiner Training Experience; the Baldrige Executive Fellows Programme, which focussed on executive leadership development using the Baldrige Excellence Framework and its Criteria; and the Baldrige Programme itself were honoured in the top 10 and often in the top two or three in all of the categories in which they were eligible. Baldrige Examiner Training was ranked first in its category above numerous leading universities.

The
Baldrige Programme raised awareness about the importance of performance excellence and cyber-security in driving the US and global economy; provided organisational assessment tools and criteria; educated leaders in businesses, schools, health care organisations, and government and nonprofit organisations about the practices of national role models; and recognised those role models with the Baldrige Award.

Goal Deployment Process drives improvement at an award winning medical centre

The Goal Cascade Process at the Charleston Area Medical Centre, a Baldrige award winning US health provider, was used to align annual goals throughout the entire system to every department. For example, a key measure under CAMC’s quality pillar was Hospital-Acquired Infections. The goal was cascaded to nursing departments as CAUTI (Catheter-Associated Urinary Tract Infections). The departments had CAUTI as a Top-5 Board improvement project, 4×6-foot boards in each department with five columns that addressed the Define, Measure, Analyze, and Improve components of DMAIC, the system’s problem-solving methodology. Each column showed a team who were addressing an issue cascaded from the corporate goals. The boards visibility ensured that the performance improvement work was transparent to the workforce, patients, and visitors. As a result of this focus, CAMC’s CAUTI rate for 2016 was 0.30, better than the Centres for Medicare and Medicaid (CMS) top-quartile performance of 0.90. In addition to improved outcomes, the process helped CAMC engage everyone in performance improvement.

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.

Regards,
Neil Crawford
——————
General Manager
BPIR.com Ltd Business Performance Improvement Resource (BPIR)
Centre for Organisational Excellence Research (COER)
neil@bpir.com
———————————————————————————-
“To know the road ahead, ask those coming back” – Chinese Proverb Note: this newsletter has been sent to you because you have subscribed to it or to the BPIR.com or one of its partner resources or we believe you wish to be on the list for other reasons. Should you wish to unsubscribe please click here or email contacts@bpir.com.

Hi,

Welcome to November’s edition of the BPIR Newsletter. sharing with you best practices, improvement tools, and events.

Best Practice Events

• Benchmarking for Best Practices & Organisational Excellence,  Dammam – Saudi Arabia, 29 Nov., Organiser: Saudi Standards, Metrology and Quality Organization (SASO)
• 6th National Quality Conference, Dammam – Saudi Arabia, 28 Nov., Organiser: Saudi Standards, Metrology and Quality Organization (SASO).
• Auditor’s panel AS/NZS ISO 9001:2016, Perth – Australia, 30 Nov., Organiser: Australian Organisation for Quality (AOQ).
• Knowledge Management Seminar, London – UK,12 Dec., Organiser: London Excellence.
• UAE Innovation Award, Dubai – UAE, 7  Feb., Organiser: Dubai Quality Group.
• Excellence in Partner and Supplier Focus, Toronto – Canada, 27 Feb., Organiser: Excellence Canada.
• Business Transformation & Operational Excellence Summit & Awards, Orlando – US, 12- 19 Mar., Organiser: Proqis.
• 9th Continual Improvement & Innovation Symposium & Competition 2017, Dubai – UAE, 9 Nov., Organiser: Dubai Quality Group (DQG).

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 Month – Best 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.

"To know the road ahead, ask those coming back" – Chinese Proverb Note: this newsletter has been sent to you because you have subscribed to it or to the BPIR.com or one of its partner resources or we believe you wish to be on the list for other reasons. Should you wish to unsubscribe please click here or email contacts@bpir.com.

If you can’t read this email, please view it online

Hi,

Welcome to July’s edition of the BPIR Newsletter. sharing with you best practices, improvement tools, and events.

Best Practice Events

• TRADE Best Practice Benchmarking for Government,  Dubai – UAE, 10-12 Sept., Organiser: DGEP
• Business consulting in the digital age, Auckland – New Zealand, 26 Jul., Organiser: Institute of Management Consultants New Zealand (IMCNZ).
• The QMOD/ICQSS Conference, Elsinore – Denmark, 5- 7 Aug., Organiser: Lund University
• EFQM Assessor Training, Dubai – UAE, 13  -14 Aug., Organiser: Dubai Quality Group
• 6th International Benchmarking Conference, Manila – Philippines, 22- 25 Oct., Organiser: Global Benchmarking Network and APQO.
• 2017 Performance Excellence Summit, Toronto – Canada, 9 Nov., Organiser: Excellence Canada
• 9th Continual Improvement & Innovation Symposium & Competition 2017, Dubai – UAE, 9 Nov., Organiser: Dubai Quality Group (DQG).

BPIR News

• What is the link between positive energy, diabetes prevention, ambulance service KPIs and an innovation hub?….read more
• How many KPIs do I need? (fewer than you think)….read more
• Lots of Activity, No Progress….read more
• Support the United Nations Industrial Development Organization (UNIDO) using Benchmarking….read more
• South African Quality Institutes latest news….read more
• How to make practical innovation sustainable….read more
• To invent your organization’s future, experiment, question, sometimes fail….read more
• Being remarkable from the boardroom to the bedside….read more
• An exploration of innovation: An organization’s only insurance against irrelevance….read more

6^th Global Benchmarking Award  – Call for Entries

The Global Benchmarking Network (GBN) launched the Global Benchmarking Award in 2012 to recognise those organisations that had integrated benchmarking into their organisation’s strategy and processes in order to continuously learn and innovate.

The winners have been Watson Real Estate (New Zealand) in 2012, Knowledge and Human Development Authority (UAE) in 2013, OCBC Bank (Singapore) in 2014, The Medical City, (Philippines) in 2015 and Al Jazeera International Catering (UAE) in 2016. For videos on these award winning organisations click here.

The 6^th Global Benchmarking Award will be held at the 11^th International Benchmarking Conference, 22-25^th October 2017, Okada Manila, Metro Manila, Philippines.

The closing date for entries is the 7^th August 2017, for more information about the award visit the official award website.

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:

Employee Assessment of Your Management and Leadership Skills: This self-assessment tool should be completed by people who report to you in order to give you feedback on your management and leadership skills. From their feedback you will have a greater understanding of your capabilities in: motivation, job definition, positive reinforcement, coaching, time management, corrective action, interviewing and hiring, and leadership.

Customer Complaint Resolution Process: Two simple self-assessment tools are provided to help you to assess your organisation’s attitude towards customer complaints and the effectiveness of your customer complaints resolution processes.

Performance Measurement System Design: This self-assessment will assess the design and effectiveness of your organisation’s performance measurement system. It compares the key features of your present performance measurement system to the features you would find in an ideal performance measurement system.

Join now to get access to a library of self assessments and many more features.

BPIR Tip of the Month – Competitor Analysis

Use BPIR.com to help you to select measures to assess your organisation’s performance. There are around 1200 to choose from, with description and formulae for each measure. Commentaries are also provided for the most commonly used measures. These explain why the measure is important and how to use it.

Click here to see a video clip on how to do it.

Goal Deployment Process drives improvement at an award winning medical centre

The Goal Cascade Process at the Charleston Area Medical Centre, a Baldrige award winning US health provider, was used to align annual goals throughout the entire system to every department. For example, a key measure under CAMC’s quality pillar was Hospital-Acquired Infections. The goal was cascaded to nursing departments as CAUTI (Catheter-Associated Urinary Tract Infections). The departments had CAUTI as a Top-5 Board improvement project, 4×6-foot boards in each department with five columns that addressed the Define, Measure, Analyze, and Improve components of DMAIC, the system’s problem-solving methodology. Each column showed a team who were addressing an issue cascaded from the corporate goals. The boards visibility ensured that the performance improvement work was transparent to the workforce, patients, and visitors. As a result of this focus, CAMC’s CAUTI rate for 2016 was 0.30, better than the Centres for Medicare and Medicaid (CMS) top-quartile performance of 0.90. In addition to improved outcomes, the process helped CAMC engage everyone in performance improvement.

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.

"To know the road ahead, ask those coming back" – Chinese Proverb Note: this newsletter has been sent to you because you have subscribed to it or to the BPIR.com or one of its partner resources or we believe you wish to be on the list for other reasons. Should you wish to unsubscribe please click here or email contacts@bpir.com.