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IMPLEMENTING BUSINESS EXCELLENCE - Making …
IMPLEMENTING BUSINESS EXCELLENCE A A A A guideguideguideguidebookbookbookbook for SMEsfor SMEsfor SMEsfor SMEs Main contributors: Dr. Robin Mann Musli Mohammad Ma Theresa A. Agustin i TABLE OF CONTENTS Acknowledgements ii 1. Introduction 1 2. Core values and concepts of high performing organizations 2 3. Are you ready for BUSINESS EXCELLENCE ? 3 4. Deciding on which improvement initiatives to implement 6 5. Getting started IMPLEMENTING six improvement initiatives 9 Leadership: Vision, mission and values 9 Strategic planning: SWOT analysis 16 Customer focus: Self-assessment tool for developing a customer focused culture 18 Workforce focus: Suggestion scheme 22 Operations focus: PDCA cycle 28 Measurement, analysis and knowledge management: A personal performance measurement system 31 6: Undertaking a BUSINESS EXCELLENCE assessment 35 - Step 1: Understand organizational profile 36 - Step 2: Assess current performance 36 - Step 3: Identify area for improvement and set improvement goal(s) 39
IMPLEMENTING BUSINESS EXCELLENCE A AA A guideguideguidebookbookbook for SMEsfor SMEsfor SMEs Main contributors: Dr. Robin Mann Musli Mohammad
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