BPIR Newsletter: December – 2017

December 2, 2017 by ahmed


BPIR Newsletter: December 2017

Our Holidays season deal, use 30DEC2017 promo code and save 30% on new membership

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


  • 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.

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.

Neil Crawford
General Manager
BPIR.com Ltd Business Performance Improvement Resource (BPIR)
Centre for Organisational Excellence Research (COER)
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