1. thawanis@hotmail.com1 MEQA 2 nd Annual Congress April 7 – 9, 2008 Dubai “Business Excellence Awards Strategies for Winning” by Sunil Thawani

2. thawanis@hotmail.com2 Topics to be Covered  Business Excellence Model and its Impact on Corporate Performance  Submission Document Development Process  Planning  Guidelines  Writing, Designing & Printing  Challenges of Implementing Model  Concluding Thoughts.

3. thawanis@hotmail.com3 Financial Performance Research study by Dr. Vinod R. Singhal, College of Management, GIT, Atlanta & Kevin Hendricks of Richard Ivey School of Business at University of Western Ontario, Canada.

4. thawanis@hotmail.com4 EFQM Model c 1. Leadership 100 2.Policy & Strategy 80 3. People 90 4. Partnerships & Resources 90 5. Processes 140 7. People Results 90 6. Customer Results 200 8. Society Results 60 9. Key Performance Results 150 How? What? EnablersResults Innovation and Learning C Copyright EFQM

5. thawanis@hotmail.com5 Submission Document Development Process Planning for Submission Document Writing Guidelines for the Submission Document Editing, Designing, Printing & Submitting to Award Office Writing the Submission Document

6. thawanis@hotmail.com6 Planning to Develop the Submission Document  Gain Leadership commitment;  Clearly define role of leaders;  Establish clear purpose for participating in award process & communicate consistently;  Take ownership of final submission document:  Create a sense of urgency:  Provide resources, inspiration & support;  Agree upon key themes  Develop project plan  Agree on scoping the assessment and thereby the submission document

7. thawanis@hotmail.com7 Partners Society Investors Customer Scoping Diagram Regulators Core Mgt. System Support Mgt. System

8. thawanis@hotmail.com8Sales Design & Engineering ProductionPlanning MaterialsManagement Manufacturing Quality Control & Quality Control & Inspection Inspection ShippingInternalAudit Marketing Research&Development MaintenanceManagement TotalQualityManagement CorporateCommunication InformationTechnology Administration HumanResources FinanceManagement Partners Key Component suppliers like: Car seats Brake lining Hydraulic Research Laboratory Academic (University) Society Educational Institutes Environment Agencies – Government/ Non-Government Organization Investors Banks Financial Institutes Individual Share Holders Customer Car Dealers Corporate Sales Private Sector Institutional Sales (Car Rental Companies End Users Scoping Diagram – Example of Automobile Manufacturing Company Regulators Core Mgt. System Support Mgt. System

9. thawanis@hotmail.com9 Leadership (Criteria 1) and Policy & Strategy Team (Criteria 2) Customer Results Team (Criteria 6) Society Results (Criteria 8) and Key Performance Team Results (Criteria 9) Partnership & Resources Team (Criteria 4) People (Criteria 3) People Results (Criteria 7) Process Team (Criteria 5) Team Leader Proposed Project Team Organization Project Manager Team Leader Team Leader Team Leader Team Leader Team Leader

10. thawanis@hotmail.com10 Guidelines for Developing the Submission Document For Enablers  Ensure alignment of approaches: - vertically (with vision, mission, strategy) & - horizontally (with other relevant approaches).  All stakeholders addressed;  Provide history of how the approach was developed, how it works, improvements & lessons learnt;  Focus on sustainable improvement;  Include how approaches are measured & reviewed for effectiveness & efficiency;  Add examples of benchmarking with others;  Specify extent of deployment.

11. thawanis@hotmail.com11 Guidelines for Developing the Submission Document contd… For results  Comprehensive scope of measurements;  Appropriate segmentation;  Include measurements which are important to stakeholders;  Provide rationale for fixing targets;  Causality analysis where targets not met/ negative trends;  Sustained good performance - 3 to 5 years;  Compare with others;  Effective use of graphics.

12. thawanis@hotmail.com12 Guidelines for Developing the Submission Document contd… Applicable to Entire Document  Pages per criteria - commensurate to weightage;  Demonstrate with examples;  Highlight best practice(s);  Statements should be precise. (Not vague and generic);  Bring reality into the submission document;  Write in first person so that the assessor ‘warms’ to the organization.  Avoid acronyms and jargon.  Ensure accuracy of information and data;  Can use footnotes to list the evidence.

13. thawanis@hotmail.com13 Guidelines for Developing the Submission Document  Submission document be:  neat,  clear,  well presented,  comprehensive and  uncomplicated;  easy to understand.  Tells story in a way that is recognizable to people who work there;  Shows organization in the best, truthful light.  Engages assessors;  No/ very few surprises for assessors during site visit.

14. thawanis@hotmail.com14 Writing the Submission Document 1.Gathering and sharing information. 2.Writing the submission document.

15. thawanis@hotmail.com15 Writing the Submission Document contd…. Gathering and sharing information Likely sources:  Business plans;  Strategy documents;  Project reports;  Minutes of meetings;  Documented manuals, procedures;  e-mails;  In house magazines;  Various reports.

16. thawanis@hotmail.com16 Writing the Submission Document contd…. Writing the submission document: Key requirements :  Simple, user-friendly language.  Ease of reading.  Clarity.  Addresses the principles, concepts and requirements of Model  A real look-and-feel.  Compliant to writing/publishing guidelines issued by the award office.

17. thawanis@hotmail.com17 Writing the Submission Document contd…. Review by top mgt. and/ or external) Check for:  Ease of understanding.  All applicable sub-criteria/areas are addressed.  Accuracy of data.  Logical flow.  Accuracy in cross-referencing between criteria/sub- criteria.  Repetitions  Missing information.

18. thawanis@hotmail.com18 Editing, Designing, Printing & Submitting to Award Office  Editing by master Editor;  Designing & Printing:  Number of copies.  Thickness of paper for:  cover  divider  text  Type of finish for cover pages – glossy or matt.  Binding  Images for covers, dividers  Inspect and submit to Award office

19. thawanis@hotmail.com19 Challenges of Implementing the Model 1.Lack of commitment of leadership; 2.Lack of involvement of Leaders and Managers; 3.Lack of understanding that model can be used to operate the business; 4.Lack of awareness of benefits of implementing the model; 5.Expecting quick results/ solution to all our problems 6.Lack of understanding that Enablers cause results 7.Inability to enthuse all people within the organization to adopt the model;

20. thawanis@hotmail.com20 Challenges of Implementing the Model …… 8.Limited implementation; 9.Improvements are not institutionalized; 10.Lacks vertical integration (Vision, Mission, Strategy, Processes, Measurement & Review) 11.Ineffective Benchmarks/ benchmarking. 12.Too many initiatives going on at the same time confuses people; 13.Use of excuses like:  We are different.  We will develop our own model  Implementing model requires too much effort. It is not worth it.  We do not need a model to tell us how to run our business.

21. thawanis@hotmail.com21 Concluding Thoughts Effective implementation of Model and use of Suggested strategies should Enable organizations to successfully participate in the award process.

22. thawanis@hotmail.com22. Q & A Thank You Sunil Thawani Sr. Manager – Corporate Governance, Business Excellence Sama Dubai thawanis@hotmail.com