Best Practice Report: Procurement
This report outlines the best practice research undertaken by BPIR.com in the area of procurement. 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.

Featured Events

• Excellence in Measuring the Customer Experience, Toronto – Canada, 24 Apr., Organiser: Excellence Canada.
• Ideas Arabia 13th International Conference & Competition 2018, Dubai – UAE, 13 – 14 May. Organiser: Dubai Quality Group (DQG).
• International Conference on Quality Engineering and Management, Barcelona – Spain, 11 – 13 Jul., Organiser: International University of Catalunya
• Qualcon 2018, Brisbane – Australia, 14 – 16 Oct., Organiser: Australian Organisation for Quality
• The Global Organisational Excellence Congress, Abu Dhabi – UAE, 10 – 12 Dec., Organiser: APQO, Abu Dhabi Chamber of Commerce

2nd successful year of Dubai We Learn initiative

It is one year since the Dubai Government Excellence Programme (DGEP) launched the 2nd wave of “Dubai We Learn” for government entities in Dubai. This ambitious programme consists of a range of knowledge sharing and organisational learning activities designed to fast-track organisational improvement and stimulate innovation. A key part of this initiative has been the mentoring of benchmarking projects by DGEP’s partner the Centre for Organisational Excellence Research, New Zealand. Read more

Reserve these dates:  The Global Organisational Excellence Congress, 10-12 December 2018,  Abu Dhabi, UAE

Start planning now to attend the Global Organisational Excellence Congress…

This is going to be an event that gets you excited with a big WOW!

The Abu Dhabi International Centre for Organisational Excellence of the Abu Dhabi Chamber of Commerce & Industry has brought together a number of prestigious international conferences/events into one major event.
The Congress brings together:

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

Add the Congress to your calendar

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Service guarantee delivers refunds to patients of a US health system

To ensure it delivered service excellence, the Geisinger Health System, a physician-led US health care system, improved access and enhanced care provision, implemented same-day appointments, and initiated an external scheduling app. To address interactions that troubled patients, Geisinger launched an initiative aimed at doing. it right for every patient every time’ that included a provision to give unsatisfied patients their money back. The refund programme was not focussed on the full experience, but rather the specific interaction that troubled the patient. It did not include `differences of opinion` for medical care, so doctors were not worried that their expertise would be questioned. An entire department was dedicated to listening to concerns and assess legitimacy and whenever a person requested a refund, a hospital study was done by patient advocates. In 2015/2016 over $400,000 in refunds were made to patients whose experiences and expectations were not met with kindness and compassion.

Do you know that in the BPIR.com there are more than 200 Best Practice video clips? And increasing…

Baldrige winner shares expertise with other organisations

After it won the Baldrige Award in 2010, K&N Management, US restaurant chain, received requests to share its best practices and its use of the Baldrige framework with organisations from around the world. In response K&N developed a cross-sector training programme for other organisations that included a half-day workshop on customer service, one- and two-day sessions to discuss K&N’s Business Excellence Model, its focus on continuous improvement, and its strategic planning and other processes, and how they were aligned with the Baldrige Excellence Framework. The training also allowed participants to experience K&N Management’s “guest-delight culture” through a tour of its restaurants. More than 1,400 people from 70 organisations, including those from the restaurant industry, defence companies, schools, hair salons, video gaming companies, and hospitals and clinics, have been enrolled in the training sessions.

BPIR Tip of the Month – Keyword Search

This page offers a simple and alternative method of searching any of the main BPIR databases via key word(s) without having to go to the specific database pages .