Achieving Organizational Excellence (eBook)

A Quality Management Program for Culturally Diverse Organizations

Flevy Lasrado (Autor)

eBook Download: PDF

2018 | 1st ed. 2018
X, 193 Seiten
Springer International Publishing (Verlag)
9783319700755 (ISBN)

Infos

This book bridges two essential aspects of assessing and achieving business excellence in 21^st-century organizations. The author argues that transnational companies face a twofold challenge: managing global knowledge networks and multicultural project teams on the one hand; and interacting and collaborating across boundaries using global communication technologies, on the other.

The author also argues that this dual challenge calls for the creation of a business excellence program that fits and thrives within these multicultural environments. In response, he reviews corporate practices in quality management and business excellence frameworks that have been extensively used on a transnational scale to drive organizational performance. The book approaches quality management as an element that is no longer a choice, but has now become a necessity if companies want to compete in highly globalized environments.

Dr Flevy Lasrado is assistant professor of quality management at University of Wollongong in Dubai UAE (UoWD). She carries extensive experience in implementing quality management systems and is a qualified EFQM assessor and lead auditor for ISO 9008:2014. She also serves an assessor for the Dubai Quality Award. She teaches quality management, business excellence and business process improvement courses to graduate students at UoWD. Dr Lasrado is a professional speaker at various forums including the British Council's Global Higher Education Dialogues in Sri Lanka, the UK and the UAE, World Quality Congress, Leadership Congress in the UAE, OLC Forum and Ideas Arabia, UAE. In June 2014, she received the Leadership Quality Award from the World Quality Congress in Mumbai. Apart from quality management, her current research interests include green management, business excellence, innovation management and sustainable development.

Inhalt

Foreword 6
Contents 7
1: Introduction to Business Excellence 11
Introduction 11
Foundations of Business Excellence 13
Business Excellence Models 13
Does Excellence Pay? 14
History of BEMs 15
Achieving Organizational Excellence 20
Maturity for Organizational Excellence 20
UAE Landscape and Cultural Diversity 26
The Future of Excellence Models 27
Conclusion 28
Case Study: Tata´s Business Excellence Model 30
Excellence in Practice: A Case Study of Tata´s Excellence Model 30
Key Questions 32
Summary 32
References 33
2: Organizations Achieve Excellence Through Quality Awards 36
Introduction 36
Background to Quality Awards 37
Benefits of Quality Award Models 39
The Key Success Factors of Organizations 39
Conclusion 41
Case study: A DQA Winner 42
Excellence in Practice: Good Practices of a DQA Winner! 42
Key Questions 44
Summary 44
References 44
3: Legacy of Excellence: The Case of the United Arab Emirates (UAE) 46
Introduction 46
The Excellence Legacy 47
The Dubai Quality Award (DQA) 47
Public Sector Excellence: The Fourth Cycle of Government Excellence System (4GE) 50
Motivations of UAE Organizations for Quality and Competitiveness 51
The ISO Journey in UAE 52
Good Practices of Dubai Quality Award Winners 53
Conclusion 54
Case Study: UAE Exchange 55
Excellence in Practice: UAE Exchange Customer Happiness in Focus 55
Key Questions 64
Summary 65
References 65
4: Excellence in Action 66
Leadership for Excellence 66
Strategy for Excellence 71
Managing People for Business Excellence 74
Partnerships and Resources for Business Excellence 78
Process and Resources in Excellence 80
Assessing Business Excellence Enablers 85
Conclusion: Enablers in Multicultural Context 86
Case Study: Leadership at Abela 87
Excellence in Practice: A Case of Leadership in Practice at ABela Co 87
Key Questions 92
Summary 92
References 93
5: Understanding Sustainable Organizational Results 95
Introduction 95
Understanding Results Categories in Excellence Models 96
Assessments of Customer Results 98
Assessment of People Results 100
Assessment of Society Results 102
Assessment of Business Results 103
Group Work: Using Assessment Pro-forma 105
Conclusion 106
Case Study: Jumeirah Lake Towers 107
Excellence in Practice: A Case Study of People Results at JET 107
Key Questions 108
Summary 108
References 109
6: Self-Assessments: Conducting an Excellence Maturity Assessment for an Organisation 110
Introduction 110
The Significance of Self-Assessment 111
Steps in Carrying Out Self-Assessments 114
Approaches to Self-Assessments 117
Benefits 120
Using Software Tools for Self-Assessment 122
Self-Assessment: The Context of Multicultural Environment 123
Conclusion 123
Case Study: Its All About People 124
Excellence in Practice: A Case Study 124
Key Questions 125
Summary 125
References 126
7: Awards and Assessments 128
Introduction 128
Dubai Quality Awards in Focus 129
Writing a Strong Application for Dubai Quality Award 130
Phase 1: Preparation of Application 130
Phase 2: Submission 139
Key Information 139
Conclusion 144
Case Study: Dubai Quality Award in Focus 144
Excellence in Practice: DQA in Focus 144
Key Questions 145
Summary 148
References 148
8: Assessment for an External Award 149
Introduction 149
Assessment for an External Award 150
The Assessment Process 152
Skills and Training for Assessors 159
Establishing a New Award 159
Conclusion 163
Case Study : Self Assessment at Jumbo-Mumbo 163
Excellence in Practice: Self-Assessment @ JAMBO MUMBO 163
Key Questions 165
Summary 165
References 165
9: Quality Management Systems: Where and How We Can Make a Significant Contribution Toward Excellence 166
Introduction 166
Understanding ISO 9008:2015 167
Role of Benchmarking 169
The Process for Benchmarking 171
Role of Six Sigma 171
Conclusion 172
Case Study: Benchmarking Insights 172
Excellence in Practice: Emirates Business Management 3Ds Approach to Benchmarking 172
Key Questions 176
Summary 176
References 177
10: Towards Developing a Framework for Achieving Organizational Excellence: Theoretical Foundations 178
Excellence Systems: Current, Relevant and Modern! 178
Structure of Excellence Framework 179
Case study: British Orchard Nursery 181
Excellence in Practice 181
Key Questions 197
References 198

Produkt-Details

• Erscheint lt. Verlag: 1.5.2018
• Reihe/Serie: Management for Professionals
• Reihe/Serie: Management for Professionals
• Zusatzinfo: X, 193 p. 18 illus.
• Verlagsort: Cham
• Sprache: englisch
• Themenwelt: Wirtschaft ► Betriebswirtschaft / Management ► Unternehmensführung / Management
• Schlagworte: Best-practice implementation • Business collaboration technologies • Business excellence frameworks • Cross-cultural business strategy • Cultural diversity in companies • Multicultural work environments • Quality management practices • Strategy excellence in companies • Transnational companies
• ISBN-13: 9783319700755 / 9783319700755