BPIR Best Practice Newsletter
No. 5
- 2011 |
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Hi
,
Welcome
to our fifth newsletter
of 2011 – sharing with you best practices, improvement tools,
and
events. Non-members of the BPIR can read the newsletter but will be
unable to access some of the links.
Best
Practice Report: Target Marketing
Target
marketing-or the segmentation of markets-is a strategy for focusing an
organisation’s energies and resources on those areas where it can reap
the greatest rewards. Target marketing is largely about the alignment
of products and services that match the needs of a selected customer
base. The target market could be an area of specialisation such as
financial advice, a specific industry, or products and services that
have been customised to meet specific requirements. High ROI can be
gained through the use of target marketing. read
more..
Read other best practice reports
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| Upcoming Events |
8th China Shanghai International Symposium
on Quality, Shanghai, 31 October - 5 November. Organiser:
China Association for Quality.
Benchmarking for Excellence, Abu Dhabi 27-29 November, Doha
(Arabic) 28-29 November, Doha 30 Nov-1 Dec, Kuwait 6-8
December.
Benchmarking for Performance and Best
Practice, Kuwait, 4-5 December. Organiser: Gulf Lead
Consultants (GLC).
6th Quality Conference in the Middle East,
Dubai, 30 January - 2 February. Organiser: Hamdan Bin Mohammed
e-University (HBMeU).
World Business Capability Congress,
Auckland, 5-7 December 2012. Organiser: Centre of Organisational
Excellence Research (COER) and New Zealand Organisation for Quality
(NZOQ).
** See BPIR Events Calendar for more
events
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BPIR
Message
I
was lucky enough to be speaking at the Global Business Excellence
Conference in Singapore, 17-20 October 2011. This was a fantastic event
attended by more business excellence award winners than probably any
other event worldwide. The event was co-organised by the Singapore
Productivity Association, Asian Productivity Quality Organisation and
SPRING Singapore. Two award dinners were held - one for the winners of
the Global Performance Excellence Award
- 18 award winners in total with 6 at the world-class level, and one
for
the winners of the Singapore Quality Award - with a truly remarkable 8
award winners at the world-class level (6 SQA
winners and 2 more with
Special Commendations as previous winners)!
Singapore’s
focus on business excellence is unparalleled. Business
excellence permeates right through its society and undoubtedly has
played a significant part in its economic and societal success. If one
looks at virtually any international comparison
data, Singapore is usually a top ten achiever; Ease of Doing
Business (No.1), Customer Service in the Public Sector (No.1),
Transparency and Accountability (No.1), World Competitiveness (No.2),
Innovation (No. 3), Education System (No.3), Lowest Homicide Rates
(No.4), and the list goes on!! Other countries would do well
to learn from Singapore’s success. Indeed, Singapore is generously
helping other Asian countries through its role as the Asian
Productivity Organisation’s Centre for Excellence for Business
Excellence. For more information on its work refer to our tailored website. Here you can also read a
report I wrote on the Impact of Business Excellence/Quality Awards
on
Enterprises - this studied business excellence in India,
Japan,
Singapore, Taiwan and Thailand.
Dr Robin Mann, Co-Founder BPIR.com Limited,
This e-mail address is being protected from spam bots, you need JavaScript enabled to view it
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Latest News
- Project management - A Necessity
for Business Excellence - The importance of
project management in achieving business excellence .... read more
-
Graphing Marathon Measures 2 - Run Chart Run -
Real life application of Run chart
.... read more
-
Value creation selling helps your customers succeed - Value
creation practices and how customers benefit from your help
.... read more
-
9 Tips to Mental Toughness - Tips for you to gain more
mental toughness in everything you do .... read
more
-
Relationships: is social media a help or a hindrance?
- How to make social media a great help for your
business .... read more
-
40 Lessons to Learn from Southwest - Learn 40 best
practices from the most profitable US airline company ....
read more
-
Benchmarking is the most popular improvement tool in
2011 - Top 10 most popular improvement
tools .... read more
-
Facilitation … A Much Needed Skill - How to effectively
conduct a successful workshop or meeting ....
read more
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Spotlight
on Events
- Benchmarking for Performance and
Best Practice - The conference of Benchmarking for Performance and Best
Practice, Kuwait 4-5 December focuses on the applications and
challenges of benchmarking at the country and organisational levels.
The conference is being organised by Gulf Lead Consultants, a BPIR.com
partner and member of the Global Benchmarking Network (GBN).
- Benchmarking for Excellence
training workshops have become hugely popular. These
workshops provide “Certified Benchmarking Training – Level 1” on TRADE
Best Practice Benchmarking – ensuring that benchmarking projects are
conducted in a professional manner leading to new innovations and
breakthrough improvements. Workshops are planned in Chile,
India, Kuwait, New Zealand, Singapore, Qatar, UK and the UAE in the
next few months. In-House workshops are also available.
- 2011 Australian Business Excellence
Conference and Awards,17 November.
This year’s conference will examine the key drivers for Organisational
Excellence, with leading experts and practitioners from Australia and
around the world to discuss and demonstrate how forward thinking
leadership and management can implement the Business Excellence
Framework. At the conference, we will also be unveiling the 2011
winners of the Australian Business Excellence Awards. In addition to
this, we will also be running pre- and post-conference workshops to
cover a boarder spectrum of knowledge into the Business Excellence
Framework.
- World Business Capability Congress
Centre
of Organisational Excellence Research (COER) and New Zealand
Organisation for Quality (NZOQ) jointly are organising the World
Business Capability Congress incorporating the 27th NZOQ Conference and
the annual conference of the Global Benchmarking Network (GBN) the 6th
International Benchmarking Conference. The congress will be held from 5
to 7 December 2012 in Waipuna Hotel in
Auckland, New Zealand
Invitations for speakers/papers will be issued in the next couple of
months. Submitted papers will be eligible for top international
journals. Make
sure you include this conference in your diary and travel
plans for 2012!
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Spotlight on Self-Assessment
Have
you used any of our self-assessment tools lately? We have over 50 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:
- Marketing –
Assess your marketing process and help you to guide a group discussion
about your organisation's marketing process ....read
more
- Outsourcing
Preparedness – This self-assessment tool will assist in
the preparation of an outsourcing initiative. Consideration is given to
the organisation’s preparedness for the transition, the method of
evaluating prospective providers, and how to minimise employee stress
during the transition period ....read
more
- Trainer
Competency – Assess
the competencies and key actions of capable trainers
....read
more
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Featured
publications
Did
you know BPIR provides full access to over 600 excellent business
publications providing, in total, over 1,000,000 articles and reports?
Here are a few of the titles from the "Labour and Industrial Relations"
category
(one of 23 categories):
-
Employee Benefit Plan Review
- Industrial & Labor Relations Review
- Management Services |
-
Monthly Labor Review
- SuperVision
- Workforce Management
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Members read
the latest issues - non members see
available titles
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Best
Practice Case Studies
Read
one of our best practice case studies:
Award
winning bank delivers customer service excellence
In
2011, Deutsche Bank, a Germany-based international banking corporation,
won the Global Finance Best Banks for Payments and Collections in the
Western Europe region. The Bank:
- Invested
in capabilities to help companies better manage their receivables; and
to realise the streamlined benefits of SEPA direct debits and
centralised receivables.
- Launched
FX4Cash Receivables to give companies greater control over their
foreign exchange flows without having to maintain an account with the
bank, or in a particular currency.
- Invested
in new payment channels such as mobile for corporate bulk payments and
remittances..
read
more
E-Commerce
solutions win excellence award
In
2011, Basware, a Finland-based provider of PurchasetoPay solutions and
services for automated invoice processing optimisation won the Global
Finance Best Banks for Best Treasury Management Systems &
Services Providers. The company:
- Extended
the benefits of e-invoicing to companies of all sizes.
- Developed
a range of innovative solutions that made the transition
from paper to electronic much easier for companies.
- Developed
an on-demand product that provided SMEs with access to
up-to-date tools for invoice automation.
- Provided
scanning and capture of invoices.
- Extended
its reach globally through interoperability agreements with
suppliers and networks.. read
more
Payments
& Collections services win bank award for excellence
In
2011, Nordea Bank, a Sweden-based financial services group, won the
Global Finance Best Banks for Payments and Collections in the Nordic
region. The bank:
- Built
an impressive distribution network and customer base across the
Nordic and Baltic region.
- Achieved
strong brand recognition.
- Provided
a range of money market funds dominated in euro and major Nordic
currencies.. read
more
Customer
service - Retail sector worst in UK customer service
A
2011 survey by ORC International into customer service received
responses from over 1000 UK respondents. The survey revealed that the
retail sector ranked poorest, with 17% of respondents unimpressed with
their experiences, followed closely by broadband suppliers, banks,
train operators and local councils. The survey also showed that 58% of
consumers in London reported bad customer service in the past month,
followed by the West Midlands 55%, the South East (54%). and the East
Midlands (52%). Welsh consumers reported the biggest improvement in
standards over the past five years.. read
more
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Research
requests
Fresh information added every month in answer to your requests. Submit your issues for next month.
How this service works |
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Last month's requests
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Currently being researched
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1. Banking Industry
2. Customer Service Delivery
3. Business Excellence
4. Employee and
Customer-Related Benchmark
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1. Leadership
2. Strategic Planning
3. Knowledge Management
4. HR Management
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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.
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Regards,
Neil Crawford
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General Manager
BPIR.com Ltd
Business Performance Improvement Resource (www.BPIR.com)
Centre for Organisational Excellence Research
neil@bpir.com
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"To know the road
ahead, ask those coming back" - Chinese Proverb
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©
2011 BPIR.com Limited &
Massey University .
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