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MODELS OF BUSINESS EXCELLENCE

The Models in vogue in the U S & Europe

BASIC PREMISES
Financial Results are not the only measures of doing well in business There are other equally crucial results which determine the fate of the Organisation Any overemphasis on financial resuts can be counter-productive Financial results have to be put in the institutional & organisational context

MALCOLM BALDRIGE MODEL


Extensively applied in the US and in India in the Tata Group In the Tata Group it I known as the Tata Business Excellence Model or TBEM Malcolm Baldrige has been in use since the presidency of Ronald Reagan and TBEM since 1998

The CORE VALUES & CONCEPTS


Leadership Strategic Planning Customer & Market Focus Information & Analysis Human Resource Focus Process Management Business Results

LEADERSHIP(125 POINTS)
Organisational Leadership Public Responsibility & Citizenship This category examines how the senior leaders of the organisation address values and performance expectations with simultaneous focus on customers and stakeholders, empowerment, innovation, learning and organisational directions It covers the responsibilities to the public ad key communities

STRATEGIC PLANNING ( 85 POINTS)


Strategy Development Strategy Deployment This examines the strategy development process in the organisation, how strategic objectives are develop, action plans and related Human Resource Plans This also examines how strategy I deployed ad performance tracked

INFORMATION & ANALYSIS (85 POINTS)


Measurement of Organisational Performance Analysis of Organisational Performance This examines the performance measurement system n the organisation and how performance data and information are analysed

CUSTOMER & MARKET FOCUS (85 POINTS)


Customer & Market Knowledge Customer Satisfaction & Relationships This examines how the organisation determines requirements, expectations and preferences of customers and markets This also examines how relationships are built with the customers determines their satifaction.

HUMAN RESOURCE FOCUS (85 POINTS)


Work Systems Employee Education, Training & Development Employee Well-Being & Satisfaction The focus is on how the organisation enables employees to develop and utilise their full potential in line wth the organisation objectives Focus is on how a work environment and support climate is created for excellence, participation and personal & organisational growth

PROCESS MANAGEMENT ( 85 POINTS)


Produt & service Processes Support Processes Supplier & Partnering Processes Focus is on the process management by the organisation including customer-focused design, product and service delivery, support processes, supplier & partnering processes

BUSINESS RESULTS ( 450 POINTS)


Customer-focused Results Financial & Market Results H R Results Supplier & Partner Results Organisational Effectiveness Results