CEBOS.com | What is Business Excellence and how do you go about achieving it? We decided to conduct some informal research within our customer base and find out.

1. Quality Management System
The Glue that Binds
Business Excellence
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2. Achieving Business Excellence
Results can be classified into five categories
Metrics
Management
Quality
Management Performance
Management
Improvement Improvement
System
Customer
Experience
Improvement
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3. Metrics Management System
Why metrics
management system?
• It is critical to Business Metrics
Excellence. Management
• It is essential to measure
performance or continuous
improvement.
• Performance metrics include • Such a system should record
yield, timeliness, quality, the true value of the metrics we
productivity, utilization, etc. want to record.
• Should periodically review the
what is an effective metrics and drop non-useful
metrics management metrics.
system?
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4. Quality Management System
followed, will give repeatable
results.
Quality • Measuring the results of the
Management performance of the organization
System by following these procedures
• Consistently evaluate and
action the metrics, will ensure
continuous improvement.
What is an effective • Use such a system to produce
quality products and services.
quality management
system? • Set up detailed procedures to
accomplish tasks and activities
• A system is a set of procedures for a continuously growing
assembled together in a organization.
framework which, if
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5. Performance Improvement
About Performance
Improvement
• Performance Improvement is Performance
actually improving key metrics - Improvement
the metrics that matter most to
the business.
key aspects of a
Performance • Whatever metric appears to be
low should be improved.
Improvement System?
• Benchmark metrics against
Knowing what to your peers in your industry as
well as where you expect
improve metrics to be.
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6. Performance Improvement (cont.)
One method does not Embed improvements
suit all in Quality
• Do not use one popular Management System
improvement method such as • Amend Quality Management
Six Sigma for all projects. System documentation once a
• Carefully consider when to use process improvement has been
Kaizen, Root Cause Analysis made.
sessions, Six Sigma.
Project discipline and
rigor
• Start with fewer projects and
complete them on time.
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7. Customer Experience Improvement
quality system, and
performance improvement.
Customer Treating customers
Experience • Attend each customer
Improvement complaint properly.
• Treat customers with dignity
and affection.
Staff Training
Customers
• Train frontline to have empathy
Satisfaction towards complaining
• Customers satisfaction is a customers.
basic requirement for running a • Minimize communication gap
business successfully between frontline and
• It requires an effort over and operations through proper
above managing metrics, training.
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8. Management Improvement System
What is management
improvement?
• Improvement business Management
processes and adopting new Improvement
and improved management
processes.
Examples
• Developing a new leadership
development system. What needs
• Perfecting the performance improvement?
appraisal process. • Malcolm Baldrige criteria could
• Improving the goal setting be very useful in understanding
process. what needs improvement.
• Developing a new customer • Benchmarking for Best and
contact management process. Next Practices.
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9. Thank You
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