Table Of Content

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 LibraryofCongressControlNumber:2018932412 #SpringerInternationalPublishingAG,partofSpringerNature2018 Thisworkissubjecttocopyright.AllrightsarereservedbythePublisher,whetherthewholeorpartofthe materialisconcerned,specificallytherightsoftranslation,reprinting,reuseofillustrations,recitation, broadcasting,reproductiononmicrofilmsorinanyotherphysicalway,andtransmissionorinformation storageandretrieval,electronicadaptation,computersoftware,orbysimilarordissimilarmethodology nowknownorhereafterdeveloped. Theuseofgeneraldescriptivenames,registerednames,trademarks,servicemarks,etc.inthispublication doesnotimply,evenintheabsenceofaspecificstatement,thatsuchnamesareexemptfromtherelevant protectivelawsandregulationsandthereforefreeforgeneraluse. The publisher, the authors and the editors are safe to assume that the advice and information in this bookarebelievedtobetrueandaccurateatthedateofpublication.Neitherthepublishernortheauthorsor theeditorsgiveawarranty,expressorimplied,withrespecttothematerialcontainedhereinorforany errorsoromissionsthatmayhavebeenmade.Thepublisherremainsneutralwithregardtojurisdictional claimsinpublishedmapsandinstitutionalaffiliations. Printedonacid-freepaper This Springer imprint is published by the registered company Springer International Publishing AG partofSpringerNature. Theregisteredcompanyaddressis:Gewerbestrasse11,6330Cham,Switzerland 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

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