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ถอดประสบการณจากการเขารวมสัมมนา SQA ; Journey to Excellence 1.

The Inland Revenue Authority of Singapore (IRAS) 2. Singapore Customs 3. Nanyang Polytechnic

Understanding BE Business Excellence Initiative Singapore launched the business excellence initiative in 1994 to help organizations to know where they are on the excellence journey and what they need to do to achieve a higher level of performance. This is done by an assessment of organizational performance against the requirements of the business excellence framework.

Business Excellence Framework The business excellence framework is internationally benchmarked with excellence frameworks adopted for the US Malcolm Baldrige National Quality Award, EFQM (European Foundation for Quality Management) Excellence Award, Japan Quality Award and the Australian Business Excellence Awards.

The framework addresses seven dimensions of excellence : Leadership, Planning, Information, People, Processes, Customers and Results.

• Driver Senior leaders set the organizational directions and seek future opportunities for the organization.

• Systems The systems comprise a set of well-defined processes for meeting the organization's performance requirements.

• Results The results deliver ever-improving customer value and organizational performance.

Dimensions of Excellence (1) Leadership While it is important for an organization to define a clear vision and mission, it is even more important for it to demonstrate visible leadership that inspires its people to work towards achieving this vision to succeed. A good leader is able to set a purpose that shapes what the organization aspires to achieve.

(2) Planning The organization achieves its vision and mission through a well-defined strategy that takes into account the market or industry conditions in which it operates. Its policies, plans and processes should be aligned to this strategy.

(3) Information Through effective management of information, the organization is able to align its operations with its strategic objectives. A robust information management system allows the organization to capture relevant information for performance measurement, organizational reviews, knowledge management, comparison and benchmarking and to continuously learn and innovate.

(4) People In order to excel, the organization must develop and tap the full potential of its employees at the individual, team-based and organizational levels. Employees at every level should be involved and empowered to make changes. They should be rewarded and recognized so that they are motivated to perform to their best and stay committed to the organization.

(5) Processes Effective processes ensure that the organization's work systems are designed to create value for its customers, prepare for potential emergencies and achieve organizational success and sustainability.

(6) Customers The organization should constantly seek to engage its customers to meet their needs, build relationships and ensuring customer loyalty. This engagement is an important outcome of a customer-focused culture that is important to the organization's sustainability in the marketplace.

(7) Results The results focus on the organization's customer, financial and marketplace, workforce and operational performance. Through this focus, the organization is able to sustain the superior value of its offerings and organizational performance to achieve its vision, strategies and goals.

Business Excellence Standards There are four business excellence standards based on the business excellence framework. These are : A. An overall business excellence standard leading to the Singapore Quality Class (SQC) certification and B. Three business excellence niche standards for people, innovation and service leading to the People Developer (PD), Singapore Innovation Class (I-Class) and Singapore Service Class (S-Class) certifications.

Each of these standards focus on management capabilities required for a key enabler of business excellence, i.e. people, innovation or service.

Based on their needs and strategy, organizations can use any of these business excellence standards to enhance their capabilities.

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