BPIR Newsletter - No. 3 2012
BPIR Best Practice Newsletter
No. 3 - 2012


Welcome to our third newsletter of 2012 – 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: Corporate Governance

The aim of corporate governance processes is to maintain the rights of shareholders along with all other stakeholders. This includes a commitment to the application of standards for disclosure and transparency. Recent financial crises and failures have motivated countries around the world to publish codes for corporate governance. These include codes of conduct for ethical behaviour, which act as constant guides for day-to-day decision making. Adherence to sound ethical values has a number of benefits, including enhancing the behaviour of managers, positively motivating employees, protecting an organisation’s reputation, encouraging greater respect for laws and regulations, and improving business relationships. This of course is also reflected in an organisation’s overall culture, i.e. its shared values, attitudes, beliefs, standards and rules.

Read other best practice reports
Upcoming Events

Benchmarking for Excellence, India 5-6 July, Singapore 26-27 July.

Organizational Excellence Assessment, Ottawa, 15-16  May. Excellence Canada. 

Shared Services for the Public Sector, Wellington, 29-30 May. Organiser: Conferenz.

How to Use the EFQM Excellence Model workshop, London, 31 May. Organiser: The British Quality Foundation. 

15th QMOD conference on Quality and Service Sciences ICQSS 2012, Poznan September 5-7. Organiser: Lunds Unversity.

World Business Capability Congress, Auckland, 5-7 December 2012. Organiser: COER,NZBEF, and NZOQ. 

** See BPIR Events Calendar for more events

Latest News

  • If you like reading we have great news for you!  - Read about a major update of our online Business Periodicals section.   .... read more

  • Dumb Rules Often Designed to… Make Life Hell for 99% of Customers - How a bad rule could ruin your customer service reputation. .... read more

  • Streamlined Process Improvement - Recorded webinar for Dr. Harrington explaining the five phases of Streamlined Process Improvement.  .... read more

  • Top 8 Customer Services Excellence Best Practices in 2012 - 8 great best practices for the development of excellence in customer services.  .... read more

  • Design Thinking: Puzzles vs. Mysteries - What is design thinking? and why it's necessary for  organisations?    .... read more

Spotlight on Events
The congress will be held from the 5th to 7th of December 2012 in Auckland, New Zealand
2nd and Final Call for Papers
        The theme for the Congress is:  “Driving Excellence> Innovation> Productivity> Export Growth”
We are now “Calling for Papers” – We have had an Amazing Response to our First Call for Papers with over 70 papers submitted. We are now announcing the 2nd & Final Call that will enable you to share your experience, organisation’s best practices or your leading edge management research
Submit your Abstract/Bio by the 30 May
This is an opportunity for:
a) Academics to present peer-reviewed conference papers and get them fast-tracked into leading journals (such as • Q-NewZ Magazine • TQM Journal • Measuring Business Excellence Journal • International Journal of Quality & Reliability Management • International Benchmarking Journal • International Journal of TQM and Business Excellence)
b) Business employees, managers, CEOs, consultants to present and share best practices (perhaps for the first time at a major conference)
This Congress is combining the International Benchmarking Conference, New Zealand Organisation for Quality Conference, and the New Zealand Business Excellence Awards.

Make sure you include this conference in your diary and travel plans for 2012!

The organisers are the Centre for Organisational Excellence Research, New Zealand Business Excellence Foundation and the New Zealand Organisation for Quality. The partners assisting in promoting the event are:  Asian Network for Quality, Asia Pacific Quality Organization, Auckland Tourism, Events and Economic Development (ATEED), Economic Development Agencies New Zealand (EDANZ), Global Benchmarking Network, Institute of Management Consultants New Zealand, Ministry of Economic Development, Ministry of Science and Innovation, New Zealand Institute of Management, and the University of Auckland Business School.

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:
  • Eco-Design Health Check – This self-assessment will help you to easily and quickly assess how well the concept of environmental design is integrated within the product lifecycle from design to disposal. Areas of weakness should be addressed. ....read more (go to category 2.1)

  • Strategic Planning  This simple self-assessment tool consists of 15 questions to evaluate your company's approach to strategic planning. ....read more (go to category 3.1)

  • Financial Empowerment This assessment tool can help you to guide a group discussion about your organisation's financial empowerment process. ....read more (go to category 3.2)

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 "IT / Computers" category (one of 23 categories): 
- Asia-Pacific Journal of Operational Research
- ComputerWorld
- EContent
- The Journal of Computer Information Systems
- Online
- Searcher

Members read the latest issues - non members see available titles

Best Practice Case Studies
Read one of our best practice case studies:

Design thinking doubles new product development
The following five step design thinking process was used by PB to improve postal services:
  1. Posing strategic questions to find opportunities: e.g., 'How can PB develop solutions that meet the needs of customers that use postage stamps?'
  2. Focusing on discovering customer needs: The PB team visited small businesses of all types and observed practices, attitudes, frustrations and desires.
  3. Brainstorming and prototyping to radically change ways of meeting customer needs. Early prototypes helped PB understand what customers actually wanted.
  4. Creating value propositions that solved significant user needs: e.g.,'a distinctive, easy-to-use replacement for stamps with a price point well below alternatives.'
  5. Testing and refining value propositions in real life: i.e., the PB team experimented with several versions and decreased costs without sacrificing usability and tested customer acceptance.
Over a four-year period the rate at which new products were released for product development more than doubled.... read more

Lean product development initiative achieves breakthrough performance levels
To improve its product development process, the Department for Technical Studies and Installations (TSI), a Belgian Armed Forces department responsible for project-based engineering work, employed several lean approaches. Pipeline VSM, rough-cut capacity planning, kanban systems, standardization, and supplier partnerships were the primary methods for promoting flow. Two Lean Product Development principles were of major importance: 1) the visualisation of functional queues to identify bottlenecks and root causes of waste, and 2) Enablers for pull thinking to reduce functional queues at the bottlenecks. The TSI also introduced a performance measurement system to identify and track key indicators of lean performance. TSI achieved breakthrough improvement on a number of key performance measures including: project throughput, project WIP, completions within targeted lead-time, and effort/lead-time, which increased from 5% to 20%.... read more

Problem Based Learning strategy in Nurse Education programme
To aid students to become more constructive learners, a US Bachelor of Science in Nursing programme implemented ran a pilot problem based learning (PBL) process. A professor was appointed facilitator, coach and mentor and simple directions and a few boundaries allowed for group self-organisation, freedom of interaction, and emergent direction to occur. Two weekly clinical hours were set aside for PBL. Students were empowered to control their process plan provided deadlines were met. Leadership emerged naturallyand students learned to take risks for the benefit of the project. At the end of the programme 82% of the 35 students were usually or always satisfied with the PBL strategy. Final papers excelled compared with those of previous years.... read more

E-commerce solution helps bank win regional Risk Management award
In 2011, the Bank of America Corporation Merrill Lynch, an American global financial services company, won the Global Finance Best Banks for Risk Management in the North American region. The Bank provided online portals, which enabled its clients to gain a clearer view of their cash and liquidity and allowed them a single view of their accounts. Access also gave them a range of tools to view and analyse data across all aspects of treasury, cash management, debt and investments. The bank also advised client companies on `process improvements` they could undertake to make their working capital do more for them.... read more

Research requests
Fresh information added every month in answer to your requests. Submit your issues for next month. How this service works
Last month's requests
Currently being researched
1. Corporate Governance
2. Leadership
3. Risk Management
4. Codes of Ethics
1. Design Thinking
2. Employee Communications

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 This e-mail address is being protected from spam bots, you need JavaScript enabled to view it .
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.


Neil Crawford
General Manager
BPIR.com Ltd
Business Performance Improvement Resource (BPIR)
Centre for Organisational Excellence Research (COER)
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