1. Founder of BPIR.com is awarded the Harrington/Ishikawa Medal for 2011

    November 23, 2011 by
    Co-founder of BPIR.com Limited, Dr Robin Mann, was awarded the Harrington/Ishikawa Medal for 2011 at the Asian Pacific Quality Organisation’s Dinner in Singapore, 17 October. This award is given annually to an individual who has made an outstanding contribution to the advancement of quality in the Asia Pacific region.
    Harrington/Ishikawa Medal 2011
    Dr Robin Mann walking on stage to receive the Medal from Dr James Harrington. Also, representing the APQO were Shan Ruprai (Australia), Chuck Aubrey (United States), Dr Ahmad Mohd Magad (Singapore), and Dr Miflora Gatchalian (Philippines).

    The nominating committee for the Walter L. Hurd Foundation and the Asia Pacific Quality Organization (APQO) selected Dr Robin Mann to win the award.
    Robin’s achievements include:

    • Creating and leading the Centre for Organisational Excellence Research (COER) since 2001. The first research centre of its type in Australasia that focuses on business excellence and benchmarking. 
    • Undertaken many consultancy and research projects in the Asia-Pacific region including an Asian Productivity Organisation project to review the value and impact of business excellence in Asia. The project report can be accessed here.
    • Developed the first certification scheme for benchmarking and an innovative methodology for benchmarking, called TRADE Best Practice Benchmarking.
    • Co-founded the BPIR.com.
    • Increasing the profile of benchmarking worldwide through his role as chairman of the Global Benchmarking Network since 2006.

    Previous winners of this distinguished award include:

    • Armand V. Feigenbaum from USA
    • Lennart Sandholm from Europe
    • Yuanzhang Liu from China
    • Kondo Yoshio from Japan
    • Noriaki Kano from Japan
    • Charles Aubrey from USA
    • Professor Tang Xiaofen from China
    • Hesameddin Aref Kashfi from Iran
    Harrington/Ishikawa Medal for 2011
    Dr Robin Mann’s acceptance speech

    Ahmed Abbas

  2. Armand V. Feigenbaum Lifetime Achievement Medal

    November 19, 2011 by
    Professor Yuanzhang Liu
     Professor Yuanzhang Liu, Research Professor of the Academy of Math and System Sciences, Shanghai, China, is on the left, Dr. Charles Aubrey, VP, Anderson Pharmaceutical Packaging, is in the middle and Dr. H. James Harrington, CEO, Harrington Institute, is on the right.

    On November 1, 2011 the first Armand V. Feigenbaum Lifetime Achievement Medal was presented to Professor Yuanzhang Liu, research professor of the Academy of Math and System Sciences, Shanghai, China.  He received this medal in recognition of his promotion of Total Quality Management in China for more than 50 years during which time he accomplished many firsts.  Some of them are:
    • He founded the first research group of TQM for China in 1957
    • He opened the first training seminar on quality control in China in 1957.
    • He was the first to write a series of weekly articles to introduce quality control on “
    • Workers Daily” in 1979.
    • He was the first to start and host a TV Program on TQM in 1979.
    • He was first editor and chief of the China Quality Magazine.
    Professor Liu has served as an advisor to many Chinese enterprises and he has solved many quality problems. He has written about 20 books and more than 300 articles on quality.  In recognition of all his successful achievements he has been recognized as the “Father of Quality in China.”   He was presented the medal at the 8th China Shanghai International Symposium.
    The Armand V. Feigenbaum Lifetime Achievement Medal was named after Dr. Armand V. Feigenbaum, a past president and Chairman of the Board of the American Society for Quality.  He is presently the foremost living authority on quality principles in the world.  Dr. Feigenbaum created the concept of Total Quality Control and Quality Costs along with many other quality approaches used today.  Dr.  Feigenbaum’s books, articles, and speeches have played a key role in the development and application of quality principles as we know them today.
    To be a candidate for the Armand V. Feigenbaum Lifetime Achievement Medal, the individual needs to have spent a minimum of 25 years devoted to the promotion of quality principles and to have made significant advancements in promoting quality outside of the organizations which employed him or her.  The award will be given out annually and it is sponsored by the Asia Pacific Quality Organization.  For more information about this award, go to www.apqo.org .

  3. Service Excellence Initiatives in Europe

    November 16, 2011 by


    Many counties have established frameworks to improve customer service. These are often called “Service Excellence Frameworks” and are usually derived from Business Excellence Frameworks such as Baldrige and EFQM.

    To achieve high levels of service excellence organisations need to focus on areas beyond customer delight and customer experience, areas such as service leadership and service planning.
    Research was  conducted by Jurgita Adomaityte to explore the penetration of Service Excellence initiatives in 34 European countries.

    In summary, the findings were:

    • 26 Service Excellence initiatives in 17 countries
    • 17 Countries with no Service Excellence initiative
    • 11 Service Excellence Awards in 9 countries
    • 10 initiatives were limited to certain sectors such as tourism and call centres

    To read the full results table click here.

    Ahmed Abbas

  4. Dispute Resolution for a Brighter Outcome

    November 9, 2011 by

    In the October 2011 issue of Gulf Lead Consultant’s newsletter, Dr Tariq A. Aldowaisan discusses dispute resolution and presents a proactive and cost effective approach called Bright Outcome Facilitation. (Gulf Lead Consultants are a partner of BPIR in Kuwait.)

    To read this interesting article click here

    Ahmed Abbas

  5. Business Excellence Chile

    November 7, 2011 by
    Business Excellence Chile specialise in business excellence, benchmarking and strategic management consultancy, They are a member of the Global Benchmarking Network and BPIR’s partner in Chile. Their first English newsletter is published below. It includes an interview with Orlando Olivera the General Secretary of the National Quality Award.
    Business Excellence Chile
    Business Excellence Chile Newsletter, October 2011
    About Business Excellence Chile

    Business Excellence Chile supports all types of organizations in the systematic search of excellence. We developed a robust methodology based on the use of Business Excellence Frameworks (Baldrige, EFQM, CAF, Chilean, etc), Strategic Management (design, development, strategic support and use of the Balanced Scorecard) and Benchmarking (using the TRADE methodology from Dr. Robin Mann) dedicated to generate sustainable value over the time to our customers. 
    Continue reading…

    National Quality Award Ceremony
    On Monday June 20 at the "Bellas Artes" Museum, was presented the National Quality Award 2010 to the three organizations that this time, obtained this valuable prize that is given to the organizations that get a great performance in quality management and excellent services in Chile.

    Among the winners there is the Municipality of Providencia in the category "Public Organizations", Correos de Chile as "Best Large Company" and Wilug Ltd. under the category "SMEs". Continue reading … 

    Exclusive Interview to Orlando Olivera, General Secretary of the National Quality Award

    Nowadays Business Excellence Frameworks are a worldwide recognized tool for its wide applicability in various organizations, gaining significant international validation.

    There is agreement in all sectors that they contribute strongly to improving the competitiveness of countries; that have a formulation that allows an organization to be viewed systemically; that have an improvement methodology; and that contribute to the growth of countries.

    According to the opinion of the General Secretary of the National Quality Award, Orlando Olivera, "Therefore what we need is that universities, research centers, consultants, companies, business and trade associations start to collaborate on the dissemination of the principles of business excellence".

    So we see that what we have today is a very important valuation of these instruments capable to look integrally and systemically to organizations and guide them to excellence. See full interview…

    V International Seminar: "Search for Excellence in Local Governments"

    During August 29th and 30th, it took place the fifth version of the seminar: "Search for Excellence in Local Governments" organized by the Municipality of Providencia. The purpose was to generate a forum for reflection about the challenges of improving municipal management, with special emphasis on Business Excellence Frameworks and their application in national and international governments in order to adequately meet the specific local demands from neighbors and users of the municipalities from Chile.

    In this opportunity was attended by leading international professionals such as Dra Miflora Gatchalian and Drs Robin Mann and Yasir Alnaqbi, among others, who shared their experiences in implementing practices of excellence in their respective countries.
    Pictures and more…

    Newsletter nº 1

    This newsletter aims to give the latest trends in business excellence, benchmarking and strategic management in Chile. As well as to keep informed all of our stakeholders who want to improve their organization's performance through modern management tools.