Achieving excellence gen towards building a continuous improvement culture
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Transcript of Achieving excellence gen towards building a continuous improvement culture
And now we’re certified
Got the certificate …
Let’s celebrate
And now we’re certified
• Now we can have some rest …
When will be the next audit??
Starting your journey
Do you really need the certificate? Why??
The most forgotten question
Whatever the reason is, we must have it in ….. Months
Everyone is putting lot of efforts … to meet requirements
How many people/teams/departments are involved?
Your performance??
Financial results
Market share
Customers’ complaints
COPQ
Employees’ turnover
Productivity
Cooperation between departments
Blame game Signs of troubles
Improve Performance??
Current status
Required status
GA
P (
Pro
ble
m)
(Op
po
rtu
nit
ies
for
Imp
rove
me
nt
Need to Change??
We’re just starting our journey towards EXCELLENCE
So What's after ISO?
Process Reengineering
Six Sigma
Lean
Kaizen
Balanced scorecard
Benchmarking
ERP/process automation
Excellence Models (EFQM, MBQA)
Incremental vs. Radical Improvement
PDCA Cycle
11
ACT PLAN
CHECK DO
Continuous Improvement Cycle
PDCA Cycle Continuous improvement:
the heart of all performance improvement efforts.
Are we grapping the fruits of such systems?
(Back to the Basics)
Continuous Improvement Cycle
13
ACT PLAN
CHECK DO
Objectives
1- Focus on priorities – Strategic/Operational (Do the right things)
2- Do things right the first time
(Right people, culture, processes, systems, etc.)
4- Share Lessons Learned & Success
Stories Reward & Celebrate
3- Measure (soft & hard), Evaluate &
Learn
Where to start?
What methodology/technique to use?
sources of improvement
Identify your priorities
Sources of improvement
Customers
Employees
Audits/assessments
Top management
Financial results
Identify your priorities
The 80 / 20 rule
Customer Focus
Start with customer related issues: Complaints
Suggestions
Retainers
Value differentiators
GREAT Customer Experience
Why focus on customers?
Will Customers pay more for great service??
Return on Investment (ROI) for Customer experience
Customers will pay more for great service
85% of respondents stated they would be willing to pay up to 25% more to ensure a superior customer experience.
55% became a customer of a company because of their reputation for great customer service.
55% are willing to recommend a company due to outstanding service, more so than product or price.
Acquiring a customer can cost up to 5 times more than retaining a current one.
(survey conducted online within the United States between June 30-July 2, 2010 among 2,217 adults (aged 18 and over) by Harris Interactive)
Who is responsible for continuous improvement?
Quality
Strategy
Project Management
HR
IT
Everyone in the organization should work to continuously improve performance to achieve Excellence
Why do we need to
get people involved?
Employees engagement drives business results
Engagement data from over 360,000 employees at 40 companies over a three year period
Towers Perrin study
How to get people involved?
Build the case for change (WHY??)
Involve them in design & planning
What’s in it for me (WIFM)??
Win-win (Appreciation)
KPIs-make improvement part of people KPIs
Sustaining continuous improvement culture
Excellence in everything we do
Become core value in our culture
Greater ….. Faster ….. Smarter
What type of work environment we need to create?
Innovative
Open
No closed doors
Trust
supportive,
motivating
positive,
productive
Getting Top management buy-in
WIFM??
Do you talk the same language?? $ (Revenue, Profit, etc.)
Growth & Market Share
Value for Shareholders
Be part of periodical reports Dashboard
Zappos Delivering Happiness (customers and employees)
“People may not remember exactly what you did or what you said, but they will always remember how
you made them feel.” Tony Hsieh – CEO
Zappos is a service company that happens to sell clothing, shoes, handbags, eyewear, watches (and eventually a bunch of other stuff).
The Ritz-Carlton Experience
The Ritz-Carlton Hotel is a place where the genuine care and comfort of our guests is our highest mission.
Motto
At The Ritz-Carlton Hotel Company, L.L.C., "We are Ladies and Gentlemen serving Ladies and Gentlemen." This motto exemplifies the anticipatory service provided by all staff members.
Zain Experience
Compelling vision (3x3x3)
5 Fs as an integral part of corporate HR strategy: (Future, Freedom, Fun, Fortune, Family)
I have a dream (We’re making history)
Brand cultural values (Radiance, Heart and Belonging) – One culture
Zain Bahrain as an example
So how to start? The way forward
Focus on 2 -3 strategic initiatives in your org.
Find your supporters in other departments (win-win)
Ask them how you can work together to achieve
results
Select your best people to contribute in this project
Measure your value added & make it part of
periodical reporting system for top management
Promote success stories in the organization – let
others talk about team success
Always ask for feedback & learn from mistakes
Celebrate success & reward achievers.
The Journey to Excellence
QO-31
Excellence Culture Organization
Quality Competitive Organization
Quality Conscious Organization
Quality Conformance Organization
ISO 9001
It’s your choice
Engaging employees in the journey towards Excellence
OR ……
And now, what are your options?
The Journey to Excellence has NO end
YES, WE CAN!!
Many Thanks & Best Wishes
[email protected] Twitter @mohrabie
LinkedIn: http://kw.linkedin.com/pub/dr-mohamed-rabie-elsheikh/3/59a/212
