Assessing Business Excellence

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You may return to complete your assessment at any time provided you use the same computer. Company Name optional. For best results, your computer must have "internet cookies" enabled. The larger goal of this white paper is to guide you through this process by way of a series of straightforward, manageable steps.

Assessing Business Excellence

Taken together, they will help you take the right actions and make the right decisions when considering the initiation of an initial diagnostic in your operational area. All told, there are five core steps that you must complete to make the right Operational Excellence Assessment decision for your business, all of which are worth a closer look. Likewise, it is mainly designed for situations where your business may already be placing some priority on bringing in an external consultant. However, this process can also be applied to internal consultants as well, particularly in the areas of continuous improvement and operational excellence.


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This is true so long as the issues you are trying to solve are not part of their existing daily tasks within the organization. This document will provide examples of specific situations, but as always your actions must be dictated largely by the context of your company and the people who work there. It is also essential to understand what this document is NOT designed to do. It isn't about technical services and it is certainly not about strategy.

The aim is to dissect the operational, managerial practices that are in place to help your organization deliver its services. This larger idea can encompass procedures and methodologies, organizational structure, governance, and even people management.

Assessing Business Excellence

Finally, understand that this document is largely focused on what to do before the Operational Excellence Assessment takes place. It will also cover things that can be done during the analysis, including answering or clarifying the questions and criteria as defined here. At first glance, it may seem strange that the first step in this process is about a project that is still hypothetical and is not about the assessment itself.

Think about it like this: you would never get into the car for a cross-country road trip unless you had some idea of where you were going. How would you know which direction to head in, how much money to take with you, or how many supplies to buy? By getting a firm understanding of where you're headed, you put yourself in the best position to make it there in the most effective way possible. Therefore, these factors must be adequately anticipated before starting the analysis to avoid issues that could derail progress later on. You will also need to examine whether the issues you need to solve are or are not exclusively about a single IT system.

You must be cautious, however, as there is a risk when people assume too far in advance that the cause of a problem falls squarely at the feet of IT. This happens because technology is what people see and use on a daily basis. In that case, addressing IT would do little to solve the underlying complication. You want to treat the disease, not just the symptom.

If the issues you are experiencing involve some level of managerial or organizational complexity in one or even several areas, this too will need to be discussed. If most or even all of those factors don't describe your situation, there is not a high likelihood that an implementation project will be needed.

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However, you may need either external or internal consultant support for the analysis itself. Luckily, the support selection process and the internal validation will be much easier since you are focusing on a naturally smaller scope. Your issues are far more specific and, because of that, they will be less expensive to address and you will impact fewer people in terms of productivity along the way.

The first involves discussing the circumstances with different stakeholders to try to get more specific data about the issues. If there is a strong likelihood that an implementation project will be necessary after the analysis, the next step involves finding the answer to a two part question:. This would include situations where business performance in general is poor, or client satisfaction is in need of a dramatic improvement.

Milestones in Business Excellence

A similar issue would be one where the social climate around the office is difficult to say the least. As a manager, all of these issues are critical to the scope of your work and therefore, you should continue on with the remainder of the process. However, something else must also be true to continue on beyond this part of the process. Unless you have a complete buy-in for what you're about to do, success is going to be difficult. The Business Case will become an invaluable tool when it comes to estimating an initial budget. As a general rule of thumb, your Business Case must be worth at least three times the implementation project costs in order to generate the necessary return on investment.

If most or even all of these criteria do not apply to your situation, it is usually better not to move forward at all. If you choose to proceed with the assessment anyway, there is a high risk that you will perform an analysis that does not actually lead to a project.


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You may encounter a refusal by hierarchy, or the resistance to change is just too high to overcome. That will create an almost immediate feeling of frustration and, of course, wasted efforts. For the best results, try to look for ways to either enlarge the scope or focus on those areas with the highest that Business Case can also be tackled internally. If it is not obvious, that typically means it doesn't exist.

If it is obvious, at least you know where you stand. This is an efficient way to get them to buy into the process completely. Otherwise, they may resist in a way that ends up ruining all of your other efforts. In a lot of ways, this is just an extension of how you should be behaving as a quality leader in the first place. Never ask someone to do something that you yourself would be unwilling to do.


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These business principles—or core concepts—are similar for most business excellence models; Business performance excellence enables firms to meet the growing pressure to deliver more for lessby providing a mechanism to identify and eliminate corporate waste; enhance customer experience; and systematically increase profits. This strategy should address each aspect of the Business Strategy Diamond as previously outlined. The program, named Execution Excellence, was deployed within the North America business unit and staffed internally by existing Chevron employees. Business Excellence Models used today: Several business excellence models are in use today.

Business Excellence Model

The models are designed to guide and help organisations to improve their performance and achieve world-class performance levels. In addition, national bodies use business excellence models as a basis for award programmes, which serve to identify and recognise role model organisations. However, for most national bodies, the awards themselves are secondary in importance to their desire to achieve widespread take up of the business excellence concepts by organisations, since it is this that leads to improved national economic performance. For example, in , Link and Scott [2] made a conservative estimate of the net social benefits associated with the Malcolm Baldrige National Quality Award programme.

They found that the ratio of economy-wide benefits to US federal government costs in supporting the programme exceeded The vast majority of organisations use business excellence self-assessments to identify opportunities for improvement—as well as their areas of strength—and put in place actions to move forward.

Conti [3] recommends that organisations undertake regular self-assessments and occasional award-style assessments. Research by Mann and Grigg [4] identified at least 82 countries with national business excellence awards. Its key aim was to improve competitiveness in US companies, particularly by promoting the development of quality in response to strong competition from Japanese companies.

EFQM Excellence Model British Quality Foundation, wrote that the EFQM Excellence model is based on the premise that the fundamentals of running a successful organisation in the public, private or voluntary sector are the same, irrespective of type or size of organisation to which they are applied.

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This framework is used as the basis for national business excellence and quality awards across Europe. These criteria are divided into two categories: enablers and results. The first five criteria are the enablers and represent the activities of the organisation, while the results represent the level of performance achieved. During periods of change they retain a constancy of purpose.

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Transformation of the EFQM approach from business towards operations excellence | SpringerLink

The criterion inspire others to follow examines how they are deployed and changed when circumstances dictate and looks at how progress is People: Excellent organisations manage, develop and measured. They promote Customer and Market Focus: How does an organisation fairness and equality and involve and empower their determine the requirements, needs, expectations and people. They care for, communicate, reward and recognise, preferences of its customers and the market?