So, what are the benefits of Business Excellence? In this blog we show the key findings from research into the impact of Business Excellence in the Rest of the World (previous blogs had reported the benefits in United States, Europe, Asia and Australia/New Zealand).

  • 48 organisations from 15 countries that were Business Excellence award winners or users of Business Excellence award models and assessments indicated the main reasons why they were implementing Business Excellence. The three main reasons were to become world-class; for a focus on continuous improvement; and, to improve quality (see Figure 1).
Figure 1 – Reasons for Implementing Business Excellence Expressed as a Percentage (Responses = 48).

Source: Baig, A., Mann, R. Lockhart, J. and Macpherson, W., 2022. Research Report: An exploration of the organisational excellence architecture required to support an award-winning business excellence Journey, Centre for Organisational Excellence Research, Massey University.

  • Since the launch of the Dubai Government Excellence Programme (DGEP) in 1993, and the use of Business Excellence by all Dubai government entities (with yearly or bi-annual assessments), the performance of the government sector has consistently improved. For example, the United Arab Emirates’ Government Effectiveness Index (GEI, developed by the World Bank Group) rating has improved from .85 (and a global ranking of 41) in 2002 to .90 (and a global ranking of 42) in 2010, and 1.38 (and a global ranking of 24) in 2019. Similarly, the Ease of Doing Business ranking (indicating the conduciveness of the regulatory environment of a country to start and operate a local firm) of the UAE has improved from 47th in 2008 to 33rd in 2011 to 16th in 2019.
    Customer happiness with government services has improved significantly over this time as measured by the Customer Happiness Index, see Figure 3. This index, consisting of data from customer surveys and mystery shoppers, shows an improvement from 630 in 2004 to 850 in 2018 (35% increase). The decrease in performance from 2017 was due to changes in the customer happiness questions and the growing requirements of customers. The Customer Happiness Index is used for the selection of the best entity in the Government Services Category.

Figure 2 – Dubai Government Excellence Model

Figure 3 – Customer Happiness Index Rating of the Dubai Government.

Source: Hazza Al Neaimi, 2020. Transforming the Government Sector in Dubai through Business Excellence. Webinar Series – New Zealand Business Excellence Foundation – 8 December, 2020.

  • A total of 19 Dubai Quality Award winning organizations from the years 2010-2014 highlighted a range of benefits they had achieved in their reports to the Department of Economic Development of Dubai (DED). Of the 19 companies analyzed, 72 per cent stated they had achieved considerable benefits (more than six benefits), and 28 per cent stated moderate benefits (up to six benefits). None indicated participation in the award brought no benefits at all. A range of benefits experienced by the winning organizations are presented below (Figure 4).
Figure 4 – Benefits of Using the Dubai Quality Award Model.

Source: Lasrado, F., 2017. Perceived benefits of national quality awards: A study of UAE’s award-winning organizations. Measuring Business Excellence, 21(1), 50–64.

This blog is part of a larger report titled ‘Best Practice Brief, Issue 2: International Research Evidence on the Benefits of Business Excellence.‘ The report compiles findings from studies conducted over the last 35 years, shedding light on how Business Excellence delivers economic and societal benefits for organizations and countries worldwide. The full report is available from the member’s area of BPIR.com. Membership of BPIR.com is available at https://www.bpir.com/join-now/.


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Posted by:BPIR.com
Author:by Dr Robin Mann, Centre for Organisational Excellence Research, New Zealand, January 22, 2024
Source :-
BPIR Category : 14.3.3 Implement an org-wide continuous improvemnt program
14.3.4 Conduct a business excellence assessment.
Latest News Categories: Business Excellence, Latest News
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