NZBEF eNews - February 2016
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NZ Business Excellence Foundation News

Bronze Award winner Kamo Home achieves four-year certification

Following their NZBEF Bronze Award in 2015, Kamo Home and Village has recently received a four-year certification from the Ministry of Health. 

Reflecting on this achievement, Quality, Risk and Support Services Manager Trish MacPherson felt the four-year certification was due in no small part to their experiences with the NZBEF Award application.

"I would attribute the flow and outcome of the certification process to our recent NZBEF Awards application," said Trish. "The site visit and feedback gave us a number of immediate opportunities and helped us to recognise a range of deployment requirements. When our auditors - DAA Group - came onsite, staff felt well prepared to talk about the range of processes that they work with and how they contributed to them... The whole experience has left us feeling very proud."

Congratulations Kamo Home and Village!

Ian Ris takes on NZBEF Member Support and Awards Programmes

Ian has been undertaking various projects for the Foundation for the past few months, contributing very positively to NZBEF’s various awards programmes, such as the Franchise Awards which he mentored last year.

Ian has now taken a more permanent position to assist Chief Executive Fiona Gavriel with member support and providing formal oversight of our various awards programmes.
Ian spent 25 years in the Royal New Zealand Navy as a Radio Technician and Engineering Officer, and began his involvement with the Criteria for Performance Excellence in 1997, when the Navy started its journey of continuous improvement.

Ian was deeply involved with the implementation of the Navy’s excellence programme through to the early 2000s, and has supported the tenets of the Criteria in all subsequent work to this day.

“In my role with the NZBEF, I’m keen to continuously improve all the awards programmes, and simplify and standardise where possible,” says Ian. "Likewise with our members, I intend to make contact with as many of you as possible to ascertain how we can better serve your performance excellence aspirations.”

NZBEF Chief Executive is also anticipating an exciting year ahead, “I’m looking forward to working with Ian this year,” says Fiona. “We have a clear goal of connecting more with our membership and adding more value, and Ian’s appointment is a significant step towards achieving this.”

Foundation Course in Business Excellence coming in April

The next Foundation Course in Business Excellence will be run on 12-14 April 2016 in Auckland. The venue will be the Auckland Council building (135 Albert Street) in the city.  

The course will cover:
  • An overview of the Baldrige principles, the Criteria for Performance Excellence and how to apply the CPE to achieve excellence
  • The organisational profile – why it’s important that you know and agree on your organisations:
    • Vision, Mission and Values
    • Key products
    • Customers/s
    • Workforce
  • Understanding the Criteria categories 1-6 and then Level 7, and why it’s so important to be able to demonstrate the Results to support the other categories
  • Linking it all together – How the categories intertwine and integrate across the organisation
  • What are Strengths and OFIs (Opportunities for Improvement) and how to use these to your organisation’s advantage going forward
  • How to introduce a Business Excellence programme and make it work!
Spaces are limited, so please book online now or email

Further courses are planned for the rest of the country and we are working through dates etc now. 

We are very keen to bring the courses to regional areas such as Waikato, so if you're interested in attending a course outside the main centres, please email me and we'll look at scheduling these during the year. 

More member workshops and 'paper bag lunches' planned

Over the past couple of years, we've run a series of one-hour Knowledge Workshops, but they were only semi-successful in attracting members, so we trialled four-hour workshops which provided more depth and interaction.

These attracted a healthy mix of members and non-members, and were well received but, given our resources, we acknowledge we can’t run these everywhere as we need to recompense the facilitators for their time etc.

So, we're in the process of developing a strategy to ensure we provide networking and learning opportunities for as many of our members as possible – given geographical challenges.

To that end, we've successful launched a 'paper bag lunch' session in Wellington, hosted by one of our members - Maritime NZ. This is providing a good opportunity for our corporate members to meet and discuss shared challenges and successes. 

This is led in Wellington by David Ledson and Diane Calvert from the NZBEF Board and I know they're keen to support other regions wherever possible.

If you're interested in trialling this in your area, please email me and we will start the process of establishing a group.  

In addition, we're developing a programme of one-hour webinars on topics relevant to the Criteria. This will hopefully remove the barriers of location, with the aim to get them into your calendars as a regular feature and something that is easy and quick to interact with. Further information will follow.

We still intend to run Knowledge Workshops wherever possible – if there's a particular topic you're interested in or a location, again please email me and we will work from there.

It's pleasing to see that we're having much more interaction with the majority for members and adding real value – but we want to make this ALL members and the appointment of Ian Ris will assist this.

But members need to drive this as well, so if you have a need or want a visit etc, please contact us - we welcome the opportunity to support you! 

Online assessment tools now available

We're already busy this year managing a number of Online Strategic Assessments (OSAs) on behalf of our members. 

To refresh your memories, the OSA provides an opportunity to measure the views of your staff on the various categories of the Criteria. This highlights your Strengths and also your Opportunities for Improvement. 

This is an excellent tool that can be used to lead into your strategic planning process and to set your priorities for activity. The reporting tool can provide you with information by position, level, geographic location or whatever variable you chose to set, so you can see the results by workforce segments.

We also have a workforce engagement tool aligned to the Criteria which again can be used for all or part of your staff – and by segment – to assess Strengths and OFIs.

NZBEF 'Essential' toolkits now available

We've developed a number of 'toolkit' booklets, namely:
  1. Essential Business Improvement Tools
  2. Essential Organisational Alignment Tools
  3. Essential Business Measurement Tools

These are available in hard and soft copy at no cost to members.

Feature editorial

Business Excellence works in any size of business

Business Excellence is about using the right tools to help answer questions relevant to your business. It's a systematic approach and that's a good thing.

Business systems provide you with the flexibility to scale your business up, to take a break from it, to duplicate it or to sell it. A systematic approach frees you and gives you choices. An ad hoc approach ties you down and limits your options.

At its simplest, Business Excellence offers enablers to the results you seek and supports innovation and learning. It provides proven steps to meet customer needs consistently, take corrective action, improve your products and services and then do it again.

In short, Business Excellence helps you move from hope and luck to steady cash flow and repeat business with some simple principles.

Key first steps towards Business Excellence for smaller organisations include:
  1. Leadership – define your dreams, draw or write down your vision
  2. Strategy – choosing where your focus will lie to achieve that vision
  3. Customer focus – what must you do to create engaged and loyal customers?
  4. Measure what matters – and do something about it
  5. People focus – support your people and help them succeed
  6. Process management – look at what transforms inputs to outputs not silos
  7. Business results – create a relentless focus on results
What Business Excellence offers is the means to act on each of these points through a huge toolkit from which you can choose tools that help you. You then use these to answer the questions that matter for you.

Business Excellence doesn’t give you set answers, but it does give you frameworks to ask the right questions and help you find the right answers.

Business Excellence is not about:
  1. Producing reams of documents that don’t help you move forward
  2. Measuring everything that moves
  3. Stifling innovation because things have to be done by the book
Business Excellence is about:
  1. Choosing a Business Excellence model that works for you
  2. Selecting tools and techniques that suit your business and work for you
  3. Having a strong focus on the values that are central to your business so that there is a good cultural fit
Phil Guerin – CMC (an NZBEF member and advisor

From the Baldrige Foundation

Why healthcare organisations need the Baldrige framework

A panel of patient safety experts recently found that a ‘systems approach’ is necessary to ensure patient safety in hospitals and other health care organisations.

Surely that resonates with those of you who are already adherents of the Baldrige Framework (which includes the Healthcare Criteria for Performance Excellence)…

From the Baldrige Foundation

Using analytics to improve your business

What benefit could come from organisations mastering the use of modern analytics, which is defined by James R Evans as “the use of data, information technology, statistical analysis, quantitative methods, and mathematical or computer-based models to help managers gain improved insight about their business operations and make better, fact-based decisions”?

Two recent articles explore modern analytics and measurement and how the Baldrige Excellence Framework can help organisations make sense of data and prioritize which measurements to track.

From the Baldrige Foundation

Which way to operational excellence?

When it comes to new business/improvement initiatives, there are several directions that one can go.

But, typically, the most successful initiatives are built on lessons learned about what has worked and what hasn’t and the outcomes desired (one could start from scratch, too, but that seems to ignore lots of tried and true wisdom).

From the Baldrige Foundation

Baldrige as a Framework to improve physician engagement

In 2016, what issues will keep the Executive teams of healthcare organisations up at night? One common thread among those issues will most certainly relate to their own workforce, namely, physicians.

From the Baldrige Foundation

In search of (workforce performance) excellence

Even before the landmark publication of In Search of Excellence in 1982, bosses realised that operational excellence gets accomplished through dedicated employees.

Yet, to this day, many organisations stifle high performance through the annual performance evaluation process for each employee.

This problem is two-fold, and the solution is in every organisation’s grasp, but it requires a changed approach to engaging employees.

From the Baldrige Foundation

The benefits of Baldrige self-assessment: Three big steps forward

Click the link below for a list of key steps forward toward assessing your organisation’s performance based on the Criteria for Performance Excellence.
Visit our website!
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