BPIR Newsletter - No. 5 2011
BPIR Best Practice Newsletter
No. 5 - 2011

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

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

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

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

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!

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

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

Members read the latest issues - non members see available titles

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:
  1. Invested in capabilities to help companies better manage their receivables; and to realise the streamlined benefits of SEPA direct debits and centralised receivables.
  2. 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.
  3. 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:
  1. Extended the benefits of e-invoicing to companies of all sizes.
  2. Developed a range of innovative solutions that made the transition from paper to electronic much easier for companies.
  3. Developed an on-demand product that provided SMEs with access to up-to-date tools for invoice automation.
  4. Provided scanning and capture of invoices.
  5. 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:
  1. Built an impressive distribution network and customer base across the Nordic and Baltic region.
  2. Achieved strong brand recognition.
  3. 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

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. Banking Industry
2. Customer Service Delivery
3. Business Excellence
4. Employee and Customer-Related Benchmark
1. Leadership
2. Strategic Planning  
3. Knowledge Management
4. HR Management


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.



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