Achieving Organizational Excellence

198 Pages·2018·3.138 MB·English

by  Flevy Lasrado

Management for Professionals
Flevy Lasrado
Achieving
Organizational
Excellence
A Quality Management Program
for Culturally Diverse Organizations
Management for Professionals
Moreinformationaboutthisseriesathttp://www.springer.com/series/10101
Flevy Lasrado
Achieving Organizational
Excellence
A Quality Management Program
for Culturally Diverse Organizations
FlevyLasrado
UniversityofWollongonginDubai
Dubai,UnitedArabEmirates
ISSN2192-8096 ISSN2192-810X (electronic)
ManagementforProfessionals
ISBN978-3-319-70074-8 ISBN978-3-319-70075-5 (eBook)
https://doi.org/10.1007/978-3-319-70075-5
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Foreword
ThisbookisverytimelyaswehavegoneglobalwithDubaiQualityAwardsandit
includesmanytopicsofcurrentinteresttopractitioners strivingforbusinessexcel-
lence.Itapproachesthebusinessexcellenceframeworkmodelfromaverypractical
perspective for both local and global businesses. It covers the best practices for
leadership, strategy, people, polices and processes and includes guidelines and
recommendations for building organizational excellence. It provides insights to
manyofDubaiQualityawardwinners.
Whatmakesthebookusefulisthatitprovidestopicalempiricalevidenceofthe
impact of excellence on sustained organizational performance as well as includes
casesandscenariosthatwillbecomeusefulforcorporateandgovernmentalleaders.
It also includes original research conducted, along with the methodology used, to
understand the impact of business excellence frameworks in various business
context.
Thebookisusefulforpractitionersaswelltoaddvaluetotheirexperienceandto
takeheadonthechallengesthatareforthcominginqualityrelatedissues.Thosewho
are striving for and want to implement Business Excellence, Sustainability, Self-
Assessment,PerformanceExcellence,Organizationalperformance,QualityAwards,
Qualitycertifications, andApproachestoself-assessments willfindthebooklikea
Manualtokeephandyatalltimesandrefertoitfromtimetotime.Itisusefulasit
focuses mainly on Malcolm Baldrige Award, EFQM model and National Quality
Awardswithaspecificemphasistodrawalistofmotivesandbenefitsofadoptinga
businessexcellenceawards.
Aboveall,thebookprovidesuniquepracticesthatpromoteorganizationalexcel-
lenceinamodernemergingeconomylikeUAE.
BusinessExcellenceDepartment ShaikhaAlBishri
DubaiEconomy
Dubai,UnitedArabEmirates
v
Contents
1 IntroductiontoBusinessExcellence. . . . .. . . . . .. . . . . .. . . . . . .. 1
Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
FoundationsofBusinessExcellence. . . . . . . . . . . . . . . . . . . . . . . . . . 3
BusinessExcellenceModels. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
DoesExcellencePay?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
HistoryofBEMs. .. . . . .. . . .. . . . .. . . .. . . . .. . . . .. . . .. . . . .. 5
AchievingOrganizationalExcellence. . . . . . . . . . . . . . . . . . . . . . . . . 10
MaturityforOrganizationalExcellence. . . . . . . . . . . . . . . . . . . . . . . . 10
UAELandscapeandCulturalDiversity. . . . . . . . . . . . . . . . . . . . . . . 16
TheFutureofExcellenceModels. . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Conclusion. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
CaseStudy:Tata’sBusinessExcellenceModel. . . . . . . . . . . . . . . . . . 20
KeyQuestions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Summary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
References. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
2 OrganizationsAchieveExcellenceThroughQualityAwards. . . . . . 27
Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
BackgroundtoQualityAwards. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
BenefitsofQualityAwardModels. . . . . . . . . . . . . . . . . . . . . . . . . . . 30
TheKeySuccessFactorsofOrganizations. . . . . . . . . . . . . . . . . . . . . 30
Conclusion. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Casestudy:ADQAWinner. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
KeyQuestions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Summary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
References. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
3 LegacyofExcellence:TheCaseoftheUnitedArab
Emirates(UAE). . . . . . . .. . . . . . .. . . . . . . .. . . . . . . .. . . . . . . .. 37
Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
TheExcellenceLegacy. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
TheDubaiQualityAward(DQA). . . . . . . . . . . . . . . . . . . . . . . . . . . 38
PublicSectorExcellence:TheFourthCycleofGovernment
ExcellenceSystem(4GE). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
vii
viii Contents
MotivationsofUAEOrganizationsforQuality
andCompetitiveness. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
TheISOJourneyinUAE. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
GoodPracticesofDubaiQualityAwardWinners. . . . . . . . . . . . . . . . 44
Conclusion. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
CaseStudy:UAEExchange. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
KeyQuestions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Summary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
References. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
4 ExcellenceinAction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
LeadershipforExcellence. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
StrategyforExcellence. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
ManagingPeopleforBusinessExcellence. . . . . . . . . . . . . . . . . . . . . 65
PartnershipsandResourcesforBusinessExcellence. . . . . . . . . . . . . . 69
ProcessandResourcesinExcellence. . . . . . . . . . . . . . . . . . . . . . . 71
AssessingBusinessExcellenceEnablers. . . . . . . . . . . . . . . . . . . . . . . 76
Conclusion:EnablersinMulticulturalContext. . . . . . . . . . . . . . . . . . 77
CaseStudy:LeadershipatAbela. . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
KeyQuestions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Summary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
References. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
5 UnderstandingSustainableOrganizationalResults. . . . . . . . . . . . . 87
Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
UnderstandingResultsCategoriesinExcellenceModels. . . . . . . . . . . 88
AssessmentsofCustomerResults. . .. . . .. . . .. . . .. . . .. . . .. . . .. 90
AssessmentofPeopleResults. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
AssessmentofSocietyResults. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
AssessmentofBusinessResults. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
GroupWork:UsingAssessmentPro-forma. . . . . . . . . . . . . . . . . . . . . 97
Conclusion. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
CaseStudy:JumeirahLakeTowers. . . . . . . . . . . . . . . . . . . . . . . . . . 99
KeyQuestions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
Summary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
References. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
6 Self-Assessments:ConductinganExcellenceMaturityAssessment
foranOrganisation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
TheSignificanceofSelf-Assessment. . . . . . . . . . . . . . . . . . . . . . . . . 104
StepsinCarryingOutSelf-Assessments. . . . . . . . . . . . . . . . . . . . . . . 107
ApproachestoSelf-Assessments. . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Benefits. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
Contents ix
UsingSoftwareToolsforSelf-Assessment. . . . . . . . . . . . . . . . . . . . . 115
Self-Assessment:TheContextofMulticulturalEnvironment. . . . . . . . 116
Conclusion. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116
CaseStudy:ItsAllAboutPeople. . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
KeyQuestions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
Summary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
References. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
7 AwardsandAssessments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
DubaiQualityAwardsinFocus. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
WritingaStrongApplicationforDubaiQualityAward. . . . . . . . . . . . 123
Phase1:PreparationofApplication. . . . . . . . . . . . . . . . . . . . . . . . 123
Phase2:Submission. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132
Conclusion. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137
CaseStudy:DubaiQualityAwardinFocus. . . . . . . . . . . . . . . . . . . . 137
KeyQuestions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138
Summary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141
References. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141
8 AssessmentforanExternalAward. . . . . . . . . . . . . . . . . . . . . . . . . 143
Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143
AssessmentforanExternalAward. . . . . . . . . . . . . . . . . . . . . . . . . . . 144
TheAssessmentProcess. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146
SkillsandTrainingforAssessors. . . . . . . . . . . . . . . . . . . . . . . . . . . . 153
EstablishingaNewAward. . .. . . .. . . .. . . .. . . . .. . . .. . . .. . . .. 153
Conclusion. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157
CaseStudy:SelfAssessmentatJumbo-Mumbo. . . . . . . . . . . . . . . . . 157
KeyQuestions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159
Summary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159
References. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159
9 QualityManagementSystems:WhereandHowWeCanMake
aSignificantContributionTowardExcellence. . . . . . . . . . . . . . . . . 161
Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
UnderstandingISO9008:2015. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162
RoleofBenchmarking. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164
TheProcessforBenchmarking. . . . . . . . . . . . . . . . . . . . . . . . . . . . 166
RoleofSixSigma. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166
Conclusion. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167
CaseStudy:BenchmarkingInsights. . . . . . . . . . . . . . . . . . . . . . . . . . 167
KeyQuestions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171
Summary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171
References. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172
x Contents
10 TowardsDevelopingaFrameworkforAchievingOrganizational
Excellence:TheoreticalFoundations. . . . . . . . . . . . . . . . . . . . . . . . 173
ExcellenceSystems:Current,RelevantandModern!. . . . . . . . . . . . . . 173
StructureofExcellenceFramework. . . . . . . . . . . . . . . . . . . . . . . . . . 174
Casestudy:BritishOrchardNursery.. . . .. . . . .. . . . .. . . . .. . . . .. 176
KeyQuestions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192
References. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193