BPIR Newsletter - No. 5 2010
Welcome to our fifth newsletter of 2010.
Management Brief: Customer Compliant Resolution Customers can be won for life by taking the trouble to fix their problems in a competent and caring way. By really listening to concerns, and by immediately responding with a
solution, customers can be both impressed and delighted. A complaining customer usually believes that something can —and ought to—be done to remedy his or her problem; this offers a special opportunity for organisations to ensure
that they retain valuable customers. Extraordinary
customer experiences are mostly achieved by doing many small things effectively to build up an outstanding record of customer service.
Read other management
Benchmarking for Excellence
London Nov 30-1 Dec, Singapore 13-14 January, Abu Dhabi 13-14 February, Kuwait 20-22 February. Benchmarking training & certification using the TRADE methodology.
International Benchmarking Conference
Kuwait, 5-6 December, Organiser: GBN and GLC.
Modern Approach to Quality & Productivity Conference
Tehran, Iran, 9-10 January. Organiser: Amaco
How to give Quest for Excellence a New Meaning Conference
Dubai, UAE, 31 Jan-3 Feb. Organiser: Hamdan Bin Mohammad e-University.
Middle East Quality Association Conference
Abu Dhabi, UAE, 7-8 Feb. Organiser: ADICOE.
Business Excellence Winners Conference
Singapore, 23-24 March. Organiser: SPRING Singapore.
55th EOQ Congress - Navigating Global Quality in a New Era
Budapest, Hungary, 21-23 June. Organiser: EOQ.
** See BPIR Events Calendar for more events
|Feedback on our new website!
Feedback on the new, BPIR.com. has been extremely positive. The new design more clearly explains what we do, and for our members it quickly helps them to find information they want! If you have
any feedback on the new website – good or bad – please email Robin at
.View our membership offerings at JOIN NOW.
- Is Leadership your Strength? – Do you want to become a better leader?....read more.
The COER Perspective - Read the latest benchmarking and business excellence news....read more.
Steve Unwin on the Spirit of Quality - Steve presents the three illusions — time, money, and quality — that may hinder the possibilities of having a better lifestyle....read more.
Do you have a Million Dollar Mindset? – Find out if you can run a successful business....read more.
The Management Consultancy Scam – What is your opinion of Management Consultants?....read more.
|Spotlight on Events
- Benchmarking, benchmarking and more benchmarking – The 5th International Benchmarking Conference will be held in Kuwait, 5-6 December. This conference includes a
Roundtable Discussion on "What will Benchmarking look like in 2030 – and in between?" The conference is being organized by Gulf Lead Consultants, a member
of the Global Benchmarking Network (GBN). To find out more about the GBN you can read its latest newsletter.
Something for everyone
– Three conferences rolled into one!!! – Hamdan Bin Mohammed e-University, Dubai, continues its pioneering work – from e-Education to an unparalleled focus on educating learners in quality management. Their innovation this time
is to roll three conferences into one. They will host the 5th Quality Conference in the Middle East, 4th
Conference on e-Learning Excellence in the Middle East, and 3rd e-Health Conference in the Middle East from January 31st to 3 February.
The EOQ clock starts ticking – Submit your papers now! –The EOQ and its National Representative organization from Hungary, HNC-EOQ, are inviting you to participate in the 55th EOQ Congress organized in Budapest, Hungary, June 21-23, 2011. The theme is "Navigating Global Quality in
a New Era". The deadline for submission of abstracts is November 30, 2010.
There is no recession in Singapore just unrivalled GDP growth at 18%.
Singapore is No.1 in the world for a number of national indices including “Customer service in the public service” and “Ease of doing business”. One reason for this is the strong focus on business excellence and benchmarking in
the public and private sector. This year four public sector organisations were business excellence award winners. Learn more about what makes successful
organizations in Singapore at the Award Winners Conference, 23-24 March or attend one of COER’s TRADE Best Practice Benchmarking training sessions, 13-14 January, Singapore, designed to help organisations become better than the best.
|Spotlight on Self-
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:
Governance – How is your governance board performing?....read more (go to category 1)
Action Planning – Can your action planning processes be improved?....read more (go to category 3)
Change Management – Does your organization successfully manage change? ....read more (go to category 6)
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 publication titles from the "Banking and Finance" category (one of 23 categories):
Members read the latest issues - non members see available titles
- American Bankruptcy Institute Journal
- Fiscal Studies
- Financial Market Trends
- Finance and Development
- Finance and Development
- Research Money
|Best Practice Case Studies
Read one of our best practice case studies:
Leadership Development aims at breakthrough projects
Cisco had created a best in class leadership Development programme and its Center for Collaborative leadership was a powerful example of this. Ciscos ran an Action Learning Forum where around 60 senior leaders participated in a
50 percent executive development and 50 percent action learning forum. Over this 16-week course, teams would compete for internal project funding. Only one team would receive funding. Since launching in 2006 these projects have
earned over US$1B in value for Cisco. The current goal looked to deliver US$25B in added value over the next five years. At Cisco LD was positioned as a competitive enabler; they developed their leadership brand as `a great place
to be for leaders`; there was a clear business outcome/value-add expectation; they invested in time and money; and aimed at breakthrough projects which would create new and sometimes altered markets
Customer Experience Management lifts company’s customer satisfaction rankings
To improve customer experience, Sprint, a Global telecommunications products and services company, initiated a process called the `The Magnificent Seven,` and aligned the company and its employees around its goals. To meet
identified customers wants and needs Sprint’s new marketplace offers were introduced with unprecedented simplicity and value, including its innovative Sprint Free Guarantee, which offered industry`s only money-back guarantee.
After these improvements the company’s overall rating jumped 15% in a Forrester survey whilst its competitor’s rankings improved by 1% at best. The increase was largely driven by improvement in the `easy to work with` score. The
company was recognised as the most improved company in customer satisfaction across all industries by the 2010 American customer satisfaction Index (ACSI)
Employee Engagement and Low Staff Turnover
First Direct (FD) based its brand on customer perception and experience; hence employee engagement was critical to success. At the heart of FD was a pledge to treat its employees as individuals in order to help them exude
friendliness, confidence and competence. The following factors contributed to FD’s engaged workforce:
- Leadership, staff felt that senior management took their opinions seriously,
- Recruitment was tightly controlled
- induction took 7 weeks and mentors worked with recruits until they were confident to take calls alone,
- More than 1,000 different shift patterns were available to staff,
- Call lengths were never measured,
- Staff turnover at FD was 14%, well below the industry norm, and
- In 2009 FD won the Your Money award for best online bank
Customer segmentation (market segmentation) works for agrochemical company
When its patents for `Roundup` expired Monsanto, a US agrochemical company, used a needs-based market segmentation approach. Three market segments were identified as (1) a price-driven segment of customers (who were offered a
generically labeled product); (2) a mainstream segment (who were offered a `Roundup` branded product); and (3) a technically sophisticated segment (who were offered a product called `Roundup Weather Max`, which was marketed as
being very effective even under difficult weather conditions). As a result Monsanto maintained its 60% share of the global herbicide market even though the patents had expired and cheaper substitutes were readily available
Fresh information added every month in answer to your requests. Submit your issues for next month.
|Last months requests||Currently being researched
1. Leadership Development
2. Customer Satisfaction Surveys
3. Employee Engagement
4. Customer Market Segmentation
|1. One-stop shops
2. Public-Private Partnership
3. Employee Induction
4. Failure Mode Effects Analysis
|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
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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