Best Practice Report: Smart Services

This report outlines the best practice 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

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Featured Events

• How do we improve the Quality process?, Adelaide – Australia, 20 Jun., Organiser: Australian Organisation for Quality (AOQ).
• International Conference on Quality Engineering and Management, Barcelona – Spain, 11 – 13 Jul., Organiser: International University of Catalunya
• Innovation Masterclass, Dubai – UAE, 17 – 20 Sept., Organiser: Dubai Quality Group (DQG).
• Qualcon 2018, Brisbane – Australia, 14 – 16 Oct., Organiser: Australian Organisation for Quality
• EFQM Forum 2018, Vienna – Austria, 18 – 19 Oct., Organiser: EFQM & Quality Austria
• Global Organisational Excellence Congress, Abu Dhabi – UAE, 10 – 12 Dec., Organiser: ADICOE,  APQO, COER, GBN.

Call for entries:  6th International Best Practice Competition &  2nd Organisation-wide Innovation Award

The International Best Practice Competition encourages organizations to share their best operational and managerial practices, processes, systems, and initiatives and learn from the experience of others. It provides an opportunity to celebrate the achievements of individuals and teams that have been responsible for creating and/or managing the introduction and deployment of best practices.

To submit your Best Practice please visit http://www.bestpracticecompetition.com/entry-form where you can download an entry form. The First Call for entries closes on 1st of August 2018 . Last year there were 45 entries with 26 qualifying to the Competition Event.  The 6th International Best Practice Competition 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.

In addition, to the International Best Practice Competition (IBPC) organisations are encouraged to apply for IBPC’s 2nd Organisation-Wide Innovation Award. This award recognises organisations that have embraced best practice learning and combined this learning with their own ideas and creativity to become highly innovative. The 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. To submit your entry please visit http://www.bestpracticecompetition.com/organisation-wide-innovation-award where you can download an entry form

Call for entries:  6th Global Benchmarking Awards

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.

To submit your entry application please visit http://www.globalbenchmarkingaward.com/entry-form where you can download an entry form. The First Call for entries closes on 1st of August 2018.

The 6th Global Benchmarking Award will be held in 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.

Add the Congress to your calendar

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Do you know that there are more than 85 self-assessments available in BPIR.com? And increasing…

Continuous Quality Improvement at a charity services provider

The Brothers of Charity Services, a Scottish provider of services and support, winner of a Quality Scotland Committed to Excellence Award, 2016, initiated a continuous quality improvement approach. A self-assessment provided a baseline and highlighted key action areas in strategy, resources and results that needed work. Three improvement projects were initiated 1) broadening involvement in Strategic Planning and implementation to achieve continuous development; 2) planning and managing internal resources and systems more effectively to improve organisational efficiency; 3) gathering information and applying results to improve performance. The project resulted in 1) increased engagement of stakeholders in formulating and reviewing plans; 2) the development and application of KPI’s across services and functions; 3) the implementation of an Efficiency Savings Plan that resulted in greater management ownership for costs and efficiency savings; 4) an Improved focus by the Senior Team on continuous quality improvement.

Business Process Improvement at a service provider

Eildon Housing Association, a Scottish Housing, Care and Support services provider, identified needed areas of improvement and undertook three projects to effect change: 1) To improve levels of employee engagement and improve absence and turnover KPIs; 2) to prepare Financial Statements under a new Accounting regime; 3) To deliver enhanced customer service for telephone repair requests, and achieve an overall increase levels of customer satisfaction with the repairs service. Sessions with staff ensured everyone knew which projects were being delivered and why. Project team meetings were held at regular intervals. On completion of the projects Eildon achieved: 1) Improved Absence (4%) and Turnover (5%) KPIs; 2) Customer satisfaction levels with repairs service rose above internal targets and exceeded set benchmarks, 3) previously unseen blocks in workflows were identified and corrected. Eildon became one of the first adopters of the new accounting regime and was awarded a 2016 Quality Scotland Committed to Excellence Award.

BPIR Tip of the Month – Self-assessment tools and surveys in BPIR.com

Do you know that there are more than 85 self-assessments available in BPIR.com?

You may like to assess the performance of a functional area, business practice or approach (such as your marketing or your performance measurement Self-assessment tools and surveys in BPIR.com ent system), or the performance of your whole organisation. Undertake the assessment and then use the other BPIR.com resource to provide ideas and best practices to address your opportunities for improvement.