BPIR Best Practice Newsletter
No. 6
- 2011 |
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Hi
,
Seasons Greetings and a Happy New
Year in 2012 from the BPIR team! Welcome to our sixth and
last 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: Customer Service Excellence
Organisations
that want to provide outstanding customer service have to address every
aspect of customer management with equal intensity. Top-notch workflows
and supply chain performance are essential to excellent customer
service. But, so too are the underlying emotions. trust and control
customers experience during interactions with an organisation.
Emotions, trust and control often drive, or subconsciously reinforce,
how customers perceive service interactions. Organisations that take
the time to understand each of these elements can discover
opportunities to create improved, excellent customer services. When
looking to provide outstanding customer service, success is measured in
terms of how a customer benefits from the help that an organisation
offers. The ability to create unique value for customers differentiates
an organisation from its competitors; this, in turn, enables a company
to set a fair price for what it offers the customer. read
more..
Read other best practice reports
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Latest
News |
- Four Organizations Win 2011
Baldrige National Quality Award - For the first
time in Baldrige award history 3 organisation out of the 4 Winners are
from healthcare sector. .... read more
- Founder of BPIR.com is awarded
the Harrington/Ishikawa Medal for 2011 - Dr.
Robin Mann was awarded the Harrington/Ishikawa
Medal, read the full post to know the
reason.
- Armand V. Feigenbaum Lifetime
Achievement Medal - Achievement Medal was
presented to a research professor of the Academy of Math and System
Sciences, Shanghai.
.... read more
- Service Excellence Initiatives in
Europe - An interesting research about service
excellence uptake in Europe. .... read
more
- Dispute Resolution for a Brighter
Outcome - A
proactive and cost effective approach for dispute resolution.
.... read more
- Business Excellence
Chile - First issue of Business Excellence Chile
newsletter. ....
read more
- Singapore Business Excellence
Awards 2011 - 9 organisations have won the
prestigious
Spring Singapore
business excellence awards.
.... read more
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Spotlight
on Events |
- 6th International Benchmarking
Conference. Benchmarking,
according
to most studies, is now at least “a top five tool” with some studies
now positioning it as “the No.1 tool for helping organisations to
become more productive and better at what they do”. The 6th International Benchmarking Conference
will be held in Dubai, 6-7 March. This
is a Global Benchmarking
Network (GBN) and Dubai Quality Group (DQG) event and brings together
experts on benchmarking from around the world.
- 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 conference includes the New
Zealand Business Excellence Awards dinner.
The
congress will be held from 5
to 7 December 2012 in Waipuna Hotel in
Auckland, New Zealand
Call for Papers..
Take advantage of a fantastic
opportunity to speak
at the conference and share your experience, organisation’s best
practices or your leading edge management research.
Submit your Abstract/Bio right now...
Don't miss this one!!!
Make
sure you include this conference in your diary and travel
plans for 2012!
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Spotlight on Self-Assessment
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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:
- Board
Development – This
assessment tool can help you to guide a group discussion about your
organisation's board development process.
....read
more (go to category 1.1)
- Return
on Sales – This
self-assessment tool will help to you to assess the impact of your
sales training.
....read
more (go to category 4.2)
- Innovation
Process – This
self-assessment tool aims to assess how well your organisation manages
the process of innovation......read
more (go to category 6.2)
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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 "Engineering"
category
(one of 23 categories):
-
Chemical Engineering Progress
- Engineer
- Engineering Management Journal |
-
Industrial Engineer
- Foundry Management & Technology
- Petroleum Economist |
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:
Leadership
development maintained in spite of reduced training budget
Even
though its training budget was reduced the US Environmental Protection
Agency, was able to maintain its high-value leadership training
programmes. The organisation blended online courses in situational
self-leadership with structured classroom work and paired participants
with executive coaches for leadership sessions to discuss and practice
what was learned. Frontline leaders also received training related to
succession planning and performance management and emerging leaders
were required to complete rotational assignments to complement formal
course work. The informal tools helped to rekindle technology
investments in 2010.. read more
Roadmapping
integrated into strategic planning
To
support integrated strategic planning, Orona, a Spanish lift company,
used technology roadmapping to identify future technologies and
associated R&D projects. Roadmapping helped organise,
prioritise, and complement the project ideas, coming from creativity
workshops, brainstorming sessions, and technology watch, by providing a
future vision based on state-of-the-art constraints. Ultimately,
roadmapping helped the company identify key areas of research and the
projects related to them.. read
more
Knowledge
management
in a Taiwanese company
Taiwanese
semiconductor company launched a Knowledge management (KM) project in
the late 1990`s. The project centred KM on Knowledge groups of about 30
employees within departments. Group members established mutual
understanding of one another and acquired information via daily
interaction. Workers found problem-solving partners when needed and
groups helped streamline the learning curve for new employees and
reduced the chance for errors to occur repetitively. When customer
complaints came in all related departments collaborated to fix
problems. Solutions from different groups were analysed and compared to
find the best solution. The system proved so successful that the number
of Knowledge groups grew from five in the first year of implementation
to over a hundred in the third year.. read more
Human Resources
Strategy wins Singapore Quality Association award
The
National Library Board of Singapore (NLB) won the 2010 Singapore
Quality Association People Excellence Award for its human resource (HR)
strategy. The NLB had used its HR strategy to transform itself from a
custodian of printed materials to a gateway of knowledge. Among other
things the NLB: 1) developed separate career development tracks for
library professionals, managerial staff and domain specialists to
enhance staff professionalism; and 2) developed a collaborative
environment through learning and knowledge sharing, by leveraging on
electronic systems, cross-functional project teams, and staff
designated as knowledge champions. Thie startegy helped the NLB to make
workforce changes that supported its transformation.. 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. Leadership
2. Strategic Planning
3. Knowledge Management
4. HR Management
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1. Design Thinking
2. Customer
complaints/compliments and suggestions
3. Quality Awards
4. Gap Analysis
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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
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JOIN NOW.. you won't be
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Regards,
Neil Crawford
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General Manager
BPIR.com Ltd
Business Performance Improvement Resource (BPIR)
Centre for Organisational Excellence Research (COER)
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©
2011 BPIR.com
Limited &
Massey University . |
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