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I N T E R N A L I Z I N G T H E V A L U E S O F B U S I N E S S
E X C E L L E N C E‘MY BE STORY’
Assoc. Prof. Ts. Dr. Musli bin Mohammad
Director, Continuing Education Center
Academic Staff, Faculty of Mechanical and Manufacturing Engineering
Universiti Tun Hussein Onn Malaysia (UTHM)
Presentation Outline
Main purposes of Business Excellence Frameworks
Business Excellence as an appropriate initiative to be used
How to stay relevant and achieve sustainability?
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My BE Story
Total Quality Management Executive, UMW Toyota Motor Sdn. Bhd.
Researcher, Global study on regional and national quality / business excellence awards, Baldrige Performance Excellence Program, USA
Resource Person, Training of Trainers on Business Excellence for SMEs
Chief Researcher, Strengthening of National Productivity Organizations Assistance Program
Expert, Development of a toolkit on Business Excellence for Asian SMEs
Certificate of Competence as a Business Excellence Assessor
Listed in the Directory of Productivity Champion
Expert panel, Review of Malaysia Business Excellence Framework and Criteria
PhD (Engineering and Industrial Management)
Data collection: - Award winning organizations (New Zealand, Malaysia, Singapore)
- BE experts (e.g. Baldrige, NZBEF, MPC, SPRING Singapore)
M A I N P U R P O S E S O F B U S I N E S S E X C E L L E N C E
F R A M E W O R K S
Main purposes of BEFs
Organizational assessment and award
Guidance towards Business Excellence
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Organizational assessment and award
Business Excellence Criteria
2019-2020 Baldrige Excellence Framework
2020-2025 Malaysia Business Excellence Framework
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Organizational assessment and award
Scoring System
Baldrige Criteria and Point ValuesMBEF Criteria and Point Values
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Organizational assessment and award
Self Assessment ToolezBE
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Leadership Strategy Customers Information Process Workforce
Example of a gap analysis from assessment based on Business Excellence Framework
Organizational assessment and award
❑ Assess organizations’ strengths and discover areas for improvement.
❑ Serve as an organizational health check.
❑ Basis for evaluating the performance of Quality/BE Award applicants as well as to identify the winners of the award (e.g. Industry Excellence Award).
❑ Achieving BE certification or winning a quality / BE award provides public recognition.
❑ BE assessments enable organizations to compare their performance against others both domestically and globally.
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Guidance towards Business Excellence
11 MBEF Guiding principles
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Guidance towards Business Excellence
11 Core Values of Baldrige Excellence Framework
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Guidance towards Business Excellence
❑ Summarize how excellent organizations looks like by
providing attributes, core values and guiding principles of
high performing organizations.
❑ Provide common framework for learning and sharing
‘best practices’ from the successful organizations.
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Guidance towards Business Excellence
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B U S I N E S S E X C E L L E N C E A S A N A P P R O P R I A T E
I N I T I A T I V E T O B E U S E D
“I think where organizations get off track is when they think Baldrige is just an initiative, rather than a model for organizing
and managing the enterprise and all its initiatives. If Baldrige is reduced to an initiative, rather than an overall model and a way
of thinking, then organizations can say they have done it and moved on... But in organizations that embrace the Baldrige
Framework as an overarching model, they never move beyond it. This includes very high-performing organizations, including
our Award recipients”
Jamie Ambrosi
Former Deputy Director of Baldrige Performance Excellence Program
Overarching approach for managing various improvement initiatives
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Overarching approach for managing various improvement initiatives
Organizational improvement initiatives:
Approaches, management systems, technologies, tools and/or techniques that can be used for managing and improving organizations
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Leadership Workforce Customers Process Strategy Information
Sustainable Development
Goals
Corporate Social Responsibility
Program
Corporate Governance
Management
LeadershipDevelopment
Program
Succession Planning
Management By Walking About
(MBWA)
Vision, Mission and Values
EmployeeEngagement
Program
Rewards & Recognition
Suggestion Scheme
Employee Performance Management
Training and Competency Development
Job Description & SOP
Recruitment Management
Service and Product
Innovation
E-Commerce
Branding
Blue Ocean Strategy
CustomerRelationship Management
Customer Survey
Service Standards
Customer Segmentation
Market Research
Internet of Things (IOT)
Additive Manufacturing
Automation
Simulation
TRIZ
Improvement Teams
Supply Chain Management
Risk Management
Quality Management
System (ISO9001)
Statistical Process Control
Lean
Process Mapping
Business Continuity
Management
Balanced Scorecard
Strategic Alliances
Action Plan (Financial,
Resources, etc)
Business Model Canvas (BMC)
SWOT Analysis
PESTLE Analysis
Strategic Plan(Objectives /
Goals)
Big Data Analytics
KnowledgeManagement
Cyber security
Cloud Computing
Business Excellence Self
Assessment
Performance Measurement
Information System
CommunicationChannels and
System
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H o w t o s t a y r e l e v a n t a n d a c h i e v e s u s t a i n a b i l i t y ?
Relevant and Sustainable
• Meet the purposes of the organization existance
• Satisfy and exceed the expectations of customers, employees, shareholders, and other stakeholders
• Protect, sustain, and enhance the environmental, social, and economic resources needed for the future.
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Sustainability through Business Excellence
SustainabilityDimensions
Description Examples of BE criteria
Examples of initiatives
Economic sustainability
Profitability, Cash Flow, Enterprise Value, Customer satisfaction, Customer Loyalty, Productivity, Innovative capacity, Efficiency-enhancing technology
• Process • Customers• Strategy• Information
• Digital Lean• E-commerce• Business Continuity
Management• Sustainable
Development Goals
Social sustainability
Employee well-being, Community well-being, Social Sponsorship
• Workforce• Leadership
• Corporate Governance• Corporate Citizenship• Endowment, Wakaf,
Sadaqah• Sustainable
Development Goals
Environmental sustainability
Waste & emissions reduction, renewable energy,Environmental Levies, Environmental Sponsorship
• Leadership• Process
• Sustainable Development Goals
• ISO 14001
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Sustainability through Business Excellence
“I use Toyota and GE as a benchmark..Toyota and GE, they are more than 100 years in the business..They must have done something very
right to sustain many up and down in the century..I’m a bookworm, so I study how Toyota and GE started..If I want to build a great
technology company, I must learn from that..so, I just use whatever that they use..one step at a time..it end up when I look Business
Excellence [Framework], it almost the same..All the success that can last for long are almost the same”
Mr. Chu Jenn Weng
CEO and Founder
ViTrox Corporation Berhad
2011 Prime Minister’s Industry Excellence Award recipient
Business Excellence CEO Forum 2016
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Business Excellence
• The achievement of BE depends on the cultivation of a desirable organizational culture.
• BEF should be institutionalized into an organization to provide the overall guidance for pursuing BE.
• Implement appropriate improvement initiatives that can aligned together in the ongoing pursuit of BE.
Business Excellence
Organizational culture
Business Excellence Framework
Organizational Improvement
Initiatives
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Modified from: Dahlgaard, J. J., Chen, C. K., Jang, J. Y., Banegas, L. A., & Dahlgaard-Park, S. M. (2013). Business excellence models: Limitations, reflections and further development.
Total Quality Management and Business Excellence, 24(5-6), 519-538.
Business Excellence
To achieve BE, organizations need to work with all three components:
(1) suitable core values for building a desirable organizational culture,
(2) the BEF, and
(3) suitable organizational improvement initiatives.
Business Excellence
Organizational culture
Business Excellence Framework
Organizational Improvement
Initiatives
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Assoc. Prof. Ts. Dr. Musli MohammadUniversiti Tun Hussein Onn Malaysia
http://community.uthm.edu.my/mmusli
http://www.linkedin.com/in/muslimohammad
