BPIR Newsletter Oct - 2013

BPIR Best Practice Newsletter
October - 2013
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Welcome to October’s edition of the BPIR Newsletter. 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).

Customer Loyalty

An organisation can maximise profits by strengthening its bonds with its customers, thereby retaining them longer. Customer loyalty involves attracting the right customers and getting them to buy—often, and in increasing quantities—and then getting them to bring in even more customers. Solid customer loyalty can be established through the following:
  • Customisation: shaping products and services to suit individuals
  • Commitment: responding to the customer’s needs of the moment
  • Collaboration: allowing customers to share their ideas, and
  • Coordination: providing a happy balance between people, technology and processes. read more
Read other best practice reports
Upcoming Events
Benchmarking for Excellence, Kuala Lumpur 23 - 24 Oct, Singapore 18 - 19 Nov, Wellington 21 - 22 November.

How to boost your business performances, Online webinar 22 October. Organiser: BPIR.com

Performance Excellence Summit, Toronto, 30 October. Organiser: Excellence Canada.

Global Business Excellence Conference, Singapore, 30 - 31 October. Organiser: Spring Singapore.

EFQM assessor training, London 3 - 5 December. 
Organiser: The British Quality Foundation.

** See BPIR Events Calendar for more events

  • 2nd International Best practice Competition and 2nd Global Benchmarking Award - Entries qualified for the 2nd International Best Practice Competition and 2nd Global Benchmarking Award.  ....read more
  • Leadership Transition - Tips for most effective leadership transition period.  ....read more
  • 20 years of learning, nine key changes in performance excellence - The 25th anniversary for Baldrige programme and lifelong lessons from programme director  ....read more
  • Journey to Excellence: Iredell-Statesville Schools - Iredell-Statesville School’s Business Excellence journey.  ....read more
  • The surprising reasons why America lost its ability to compete - What is the reason behind US companies competitiveness decline.  ....read more

Spotlight on Events
A One-Stop Shop for Best Practices
The 2nd International Best Practice Competition and GBN’s 2nd Global Benchmarking Award will be held at the Business Excellence Global Conference, 30-31 October 2013, Singapore.

The Best Practice Competition encourages organizations to share their best operational and managerial practices, processes, systems, and initiatives and learn from the experience of others. It provides an opportunity to celebrate the achievements of individuals and teams that have been responsible for creating and/or managing the introduction and deployment of best practices.
Attend the conference to see 22 best practice presentations competing for the 2nd International Best Practice Competition and 5 benchmarking approaches competing  for the Global Benchmarking Award.

For more information about the competition visit the competition website BestPracticeCompetition.com and for more information about the conference visit the conference website beglobalconference.com

Spotlight on Self-Assessment
Have you used any of our self-assessment tools lately? We have over 70 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:
  • High Performing Partnerships - This self-assessment tool aims to assess whether potential partnerships are likely to be sustainable and value adding, and if they have already been formed, then how they can be improved. It focuses on five elements that impact on forming successful partnerships: purpose and leadership, outcomes and customer focus, culture and communications, learning and innovation, and management for partnership performance. ....read more
  • Delegation Self-assessment - This self-assessment tool is designed to find out how well you delegate. Through completing the survey, you can rate your delegation skills. 21 tips on how to delegate effectively are provided. ....read more
  • Performance Coaching - This self-assessment will help you rate your coaching skills and determine the areas you should develop to improve your performance. ....read more

Featured Publications
Did you know BPIR provides full access to over 790 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
- Workforce Management
- Management Services
- Industrial & Labor Relations Review
- Monthly Labor Review
- SuperVision

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

Customer Loyalty Programme achieves premier status
By 2013 the AIR MILES Reward Programme of LoyaltyOne, Inc., a Canadian provider of loyalty programmes, had become Canada`s premier coalition loyalty programme with over 10 million Collector accounts, representing approximately two-thirds of all Canadian households. The programme allowed Collectors to earn reward miles by doing everyday shopping at thousands of retail and service locations across Canada and leading global brands online. Collectors could access over 1,200 leisure, entertainment, merchandise, travel and a range of accredited, environmentally-friendly lifestyle rewards. AIR MILES rewards could be instantly redeemed on many everyday and high value purchases like gas, grocery, drug store items and home improvement purchases at participating Sponsors. In 2012 LoyaltyOne was named one of Canada’s 50 Best Employers for its third consecutive year, and one of Canada’s Greenest Employers....... read more

Lean Six Sigma aims at zero errors
Cedars-Sinai Medical Center (CMC) aimed at zero errors for its Lean Six Sigma projects even when considered not theoretically possible. They likened their “zero errors” philosophy to designing a jet aircraft where anything less was is not acceptable. The following outline CMS’s successes:
1.) Hand Washing compliance rates rose from 66 percent to 95 percent in 18 months and currently remained steady at 98 percent.
2.) Surgical Site Infection rates fell from 15.5 to less than 5 per 100 procedures.
3.) Readmissions - 30-day all-cause readmission rates among heart failure patients was reduced by more than 50 percent within eight months.
4.) Ventilator-Associated Pneumonia (VAP) rates fell over a 10 month period to five incidences out of 9,580 ventilator days - zero VAP cases occurred anywhere at CMS for six of those 10 months. This rate was more than 70 percent below the average for similar hospitals in the National Healthcare Safety Network....
.... read more

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 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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"To know the road ahead, ask those coming back" - Chinese Proverb

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