QMS is the Glue that Binds Business Excellence
CEBOS.com | What is Business Excellence and how do you go about achieving it? We decided to conduct some informal research within our customer base and find out.
Content
Quality Management System
The Glue that Binds Business Excellence
www.cebos.com
Achieving Business Excellence
Results can be classified into five categories
Metrics Management
Management Improvement
Quality Management System
Performance Improvement
Customer Experience Improvement
Page 2
Metrics Management System
Why metrics management system?
• It is critical to Business Excellence.
• It is essential to measure performance or continuous improvement. • Performance metrics include yield, timeliness, quality, productivity, utilization, etc. • Such a system should record the true value of the metrics we want to record. • Should periodically review the metrics and drop non-useful metrics.
Metrics Management
what is an effective metrics management system?
Page 3
Quality Management System
followed, will give repeatable results.
Quality Management System
• Measuring the results of the performance of the organization by following these procedures • Consistently evaluate and action the metrics, will ensure continuous improvement.
What is an effective quality management system?
• A system is a set of procedures assembled together in a framework which, if
Page 4
• Use such a system to produce quality products and services. • Set up detailed procedures to accomplish tasks and activities for a continuously growing organization.
Performance Improvement
About Performance Improvement
• Performance Improvement is actually improving key metrics the metrics that matter most to the business. Performance Improvement
key aspects of a Performance Improvement System? Knowing what to improve
• Whatever metric appears to be low should be improved. • Benchmark metrics against your peers in your industry as well as where you expect metrics to be.
Page 5
Performance Improvement (cont.)
One method does not suit all
• Do not use one popular improvement method such as Six Sigma for all projects. • Carefully consider when to use Kaizen, Root Cause Analysis sessions, Six Sigma.
Embed improvements in Quality Management System
• Amend Quality Management System documentation once a process improvement has been made.
Project discipline and rigor
• Start with fewer projects and complete them on time.
Page 6
Customer Experience Improvement
quality system, and performance improvement.
Customer Experience Improvement
Treating customers
• Attend each customer complaint properly. • Treat customers with dignity and affection.
Customers Satisfaction
• Customers satisfaction is a basic requirement for running a business successfully • It requires an effort over and above managing metrics,
Page 7
Staff Training
• Train frontline to have empathy towards complaining customers. • Minimize communication gap between frontline and operations through proper training.
Management Improvement System
What is management improvement?
• Improvement business processes and adopting new and improved management processes. Management Improvement
Examples
• Developing a new leadership development system. • Perfecting the performance appraisal process. • Improving the goal setting process. • Developing a new customer contact management process.
Page 8
What needs improvement?
• Malcolm Baldrige criteria could be very useful in understanding what needs improvement. • Benchmarking for Best and Next Practices.
Thank You
5936 Ford Court, Suite 203 Brighton, MI 48116 Phone: 810.534.2222 E-mail: [email protected]
www.cebos.com
The Glue that Binds Business Excellence
www.cebos.com
Achieving Business Excellence
Results can be classified into five categories
Metrics Management
Management Improvement
Quality Management System
Performance Improvement
Customer Experience Improvement
Page 2
Metrics Management System
Why metrics management system?
• It is critical to Business Excellence.
• It is essential to measure performance or continuous improvement. • Performance metrics include yield, timeliness, quality, productivity, utilization, etc. • Such a system should record the true value of the metrics we want to record. • Should periodically review the metrics and drop non-useful metrics.
Metrics Management
what is an effective metrics management system?
Page 3
Quality Management System
followed, will give repeatable results.
Quality Management System
• Measuring the results of the performance of the organization by following these procedures • Consistently evaluate and action the metrics, will ensure continuous improvement.
What is an effective quality management system?
• A system is a set of procedures assembled together in a framework which, if
Page 4
• Use such a system to produce quality products and services. • Set up detailed procedures to accomplish tasks and activities for a continuously growing organization.
Performance Improvement
About Performance Improvement
• Performance Improvement is actually improving key metrics the metrics that matter most to the business. Performance Improvement
key aspects of a Performance Improvement System? Knowing what to improve
• Whatever metric appears to be low should be improved. • Benchmark metrics against your peers in your industry as well as where you expect metrics to be.
Page 5
Performance Improvement (cont.)
One method does not suit all
• Do not use one popular improvement method such as Six Sigma for all projects. • Carefully consider when to use Kaizen, Root Cause Analysis sessions, Six Sigma.
Embed improvements in Quality Management System
• Amend Quality Management System documentation once a process improvement has been made.
Project discipline and rigor
• Start with fewer projects and complete them on time.
Page 6
Customer Experience Improvement
quality system, and performance improvement.
Customer Experience Improvement
Treating customers
• Attend each customer complaint properly. • Treat customers with dignity and affection.
Customers Satisfaction
• Customers satisfaction is a basic requirement for running a business successfully • It requires an effort over and above managing metrics,
Page 7
Staff Training
• Train frontline to have empathy towards complaining customers. • Minimize communication gap between frontline and operations through proper training.
Management Improvement System
What is management improvement?
• Improvement business processes and adopting new and improved management processes. Management Improvement
Examples
• Developing a new leadership development system. • Perfecting the performance appraisal process. • Improving the goal setting process. • Developing a new customer contact management process.
Page 8
What needs improvement?
• Malcolm Baldrige criteria could be very useful in understanding what needs improvement. • Benchmarking for Best and Next Practices.
Thank You
5936 Ford Court, Suite 203 Brighton, MI 48116 Phone: 810.534.2222 E-mail: [email protected]
www.cebos.com
