Lasrado Achieving Organizational Excellence

A Quality Management Program for Culturally Diverse Organizations
1. Auflage 2018
ISBN: 978-3-319-70075-5
Verlag: Springer Nature Switzerland
Format: PDF
Kopierschutz: 1 - PDF Watermark

E-Book, Englisch, 198 Seiten

Reihe: Management for Professionals

This book bridges two essential aspects of assessing and achieving business excellence in 21st-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.

Autoren/Hrsg.

Lasrado, Flevy

Inhaltsverzeichnis

1;Foreword;6
2;Contents;7
3;1: Introduction to Business Excellence;11
3.1;Introduction;11
3.2;Foundations of Business Excellence;13
3.3;Business Excellence Models;13
3.4;Does Excellence Pay?;14
3.5;History of BEMs;15
3.6;Achieving Organizational Excellence;20
3.7;Maturity for Organizational Excellence;20
3.8;UAE Landscape and Cultural Diversity;26
3.9;The Future of Excellence Models;27
3.10;Conclusion;28
3.11;Case Study: Tata´s Business Excellence Model;30
3.11.1;Excellence in Practice: A Case Study of Tata´s Excellence Model;30
3.12;Key Questions;32
3.13;Summary;32
3.14;References;33
4;2: Organizations Achieve Excellence Through Quality Awards;36
4.1;Introduction;36
4.2;Background to Quality Awards;37
4.3;Benefits of Quality Award Models;39
4.4;The Key Success Factors of Organizations;39
4.5;Conclusion;41
4.6;Case study: A DQA Winner;42
4.6.1;Excellence in Practice: Good Practices of a DQA Winner!;42
4.7;Key Questions;44
4.8;Summary;44
4.9;References;44
5;3: Legacy of Excellence: The Case of the United Arab Emirates (UAE);46
5.1;Introduction;46
5.2;The Excellence Legacy;47
5.3;The Dubai Quality Award (DQA);47
5.4;Public Sector Excellence: The Fourth Cycle of Government Excellence System (4GE);50
5.5;Motivations of UAE Organizations for Quality and Competitiveness;51
5.5.1;The ISO Journey in UAE;52
5.6;Good Practices of Dubai Quality Award Winners;53
5.7;Conclusion;54
5.8;Case Study: UAE Exchange;55
5.8.1;Excellence in Practice: UAE Exchange Customer Happiness in Focus;55
5.9;Key Questions;64
5.10;Summary;65
5.11;References;65
6;4: Excellence in Action;66
6.1;Leadership for Excellence;66
6.2;Strategy for Excellence;71
6.3;Managing People for Business Excellence;74
6.4;Partnerships and Resources for Business Excellence;78
6.4.1;Process and Resources in Excellence;80
6.5;Assessing Business Excellence Enablers;85
6.6;Conclusion: Enablers in Multicultural Context;86
6.7;Case Study: Leadership at Abela;87
6.7.1;Excellence in Practice: A Case of Leadership in Practice at ABela Co;87
6.8;Key Questions;92
6.9;Summary;92
6.10;References;93
7;5: Understanding Sustainable Organizational Results;95
7.1;Introduction;95
7.2;Understanding Results Categories in Excellence Models;96
7.3;Assessments of Customer Results;98
7.4;Assessment of People Results;100
7.5;Assessment of Society Results;102
7.6;Assessment of Business Results;103
7.7;Group Work: Using Assessment Pro-forma;105
7.8;Conclusion;106
7.9;Case Study: Jumeirah Lake Towers;107
7.9.1;Excellence in Practice: A Case Study of People Results at JET;107
7.10;Key Questions;108
7.11;Summary;108
7.12;References;109
8;6: Self-Assessments: Conducting an Excellence Maturity Assessment for an Organisation;110
8.1;Introduction;110
8.2;The Significance of Self-Assessment;111
8.3;Steps in Carrying Out Self-Assessments;114
8.4;Approaches to Self-Assessments;117
8.4.1;Benefits;120
8.5;Using Software Tools for Self-Assessment;122
8.6;Self-Assessment: The Context of Multicultural Environment;123
8.7;Conclusion;123
8.8;Case Study: Its All About People;124
8.8.1;Excellence in Practice: A Case Study;124
8.9;Key Questions;125
8.10;Summary;125
8.11;References;126
9;7: Awards and Assessments;128
9.1;Introduction;128
9.2;Dubai Quality Awards in Focus;129
9.3;Writing a Strong Application for Dubai Quality Award;130
9.3.1;Phase 1: Preparation of Application;130
9.3.2;Phase 2: Submission;139
9.3.2.1;Key Information;139
9.4;Conclusion;144
9.5;Case Study: Dubai Quality Award in Focus;144
9.5.1;Excellence in Practice: DQA in Focus;144
9.6;Key Questions;145
9.7;Summary;148
9.8;References;148
10;8: Assessment for an External Award;149
10.1;Introduction;149
10.2;Assessment for an External Award;150
10.3;The Assessment Process;152
10.4;Skills and Training for Assessors;159
10.5;Establishing a New Award;159
10.6;Conclusion;163
10.7;Case Study : Self Assessment at Jumbo-Mumbo;163
10.7.1;Excellence in Practice: Self-Assessment @ JAMBO MUMBO;163
10.8;Key Questions;165
10.9;Summary;165
10.10;References;165
11;9: Quality Management Systems: Where and How We Can Make a Significant Contribution Toward Excellence;166
11.1;Introduction;166
11.2;Understanding ISO 9008:2015;167
11.3;Role of Benchmarking;169
11.3.1;The Process for Benchmarking;171
11.4;Role of Six Sigma;171
11.5;Conclusion;172
11.6;Case Study: Benchmarking Insights;172
11.6.1;Excellence in Practice: Emirates Business Management 3Ds Approach to Benchmarking;172
11.7;Key Questions;176
11.8;Summary;176
11.9;References;177
12;10: Towards Developing a Framework for Achieving Organizational Excellence: Theoretical Foundations;178
12.1;Excellence Systems: Current, Relevant and Modern!;178
12.2;Structure of Excellence Framework;179
12.3;Case study: British Orchard Nursery;181
12.3.1;Excellence in Practice;181
12.4;Key Questions;197
12.5;References;198