Quality Management System                   The Glue that Binds                  Business Excellencewww.cebos.com
Achieving Business Excellence  Results can be classified into five categories                              Metrics        ...
Metrics Management System   Why metrics   management system?• It is critical to Business                   Metrics  Excell...
Quality Management System                                       followed, will give repeatable                            ...
Performance Improvement   About Performance   Improvement• Performance Improvement is                  Performance  actual...
Performance Improvement (cont.)   One method does not               Embed improvements   suit all                         ...
Customer Experience Improvement                                      quality system, and                                  ...
Management Improvement System  What is management  improvement?• Improvement business                   Management  proces...
Thank You                                                    5936 Ford Court, Suite 203                                   ...
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Quality Management is the Glue of Business Excellence

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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.

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Quality Management is the Glue of Business Excellence

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

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