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Document Sample
Update on the
Revised
Business Excellence (BE)
Framework Requirements
May 2010
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OBJECTIVE OF REVIEW
• Ensure that BE framework continues to remain current,
international aligned and relevant
Last review done in 2002
Review done based on feedback gathered from stakeholders
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SCOPE OF REVIEW
• Core values - underpin the criteria of the
framework. Describe the key characteristics of
high performing organisations
• Criteria Categories and Items
• Areas to address
• Scoring System
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3 3
CORE VALUES
Feedback : a) The term "Core Values” might not be so
appropriate
• “Values’” refer to ideals (dictionary definition) while “Attribute ”' is defined
as belonging to a person, thing, group, etc.; a quality, character,
characteristic, or property
• Propose that “Core Values” be renamed to “Key Attributes” as the term
seems more appropriate in this context
Feedback : b) Core values are still relevant
• Retain the existing ten core values as key attributes
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KEY ATTRIBUTES
Feedback: b) Wordings of some of the current core values to be refined
Core Values Key Attributes
1 Visionary Leadership 1 Visionary Leadership
2 Customer-Driven Quality 2 Customer-Centric Excellence
3 Innovation Focus 3 Innovation Focus
4 Organisational and Personal Learning 4 Organisational and Personal Learning
5 Valuing People and Partners 5 Valuing People and Partners
6 Agility 6 Agility
7 Knowledge-Driven System 7 Knowledge-Driven System
8 Societal Responsibility 8 Corporate Social Responsibility
9 Results Orientation 9 Results Orientation
10 Systems Perspective 10 Systems Perspective
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KEY ATTRIBUTES
Customer-Centric Excellence
Customers and stakeholders are the final judges
Of quality & performance. Organisation must:
• Take into account all product & service features and
attributes that lead to customer satisfaction, referral
and loyalty
• Pay attention to current and future customer & market
requirements
• Manage carefully customer relationship & measure
customer satisfaction
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6 6
KEY ATTRIBUTES
Corporate Social Responsibility
Organisations should be responsible to the society, community
and the environment and practise good corporate citizenship
covering business ethics, protection of public health, safety and
environment, community services and sharing of best practices
with the business community. For e.g. consideration of
potential adverse impact on public health, safety &
environment as a result of the organisation’s operations & life-
cycle of its products and services
Organisations need to emphasise resource conservation and
waste reduction at the sources
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CORE VALUES
Feedback : c) There is no clear linkage between the current core values
and BE framework criteria categories
Leadership
Key attributes
that influence Visionary
how Leadership
organisations
Knowledge-Driven Customer-Centric
function… Systems Excellence
are embedded Valuing People Systems Innovation
in the & Partners Perspective Focus
requirements
for these Corporate Social Organisational and
criteria Responsibility Personal Learning
categories… Results
Agility
Orientation
yielding
performance
results.
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CRITERIA CATEGORIES AND ITEMS
• Retain existing 7 categories and 21 items
• Refinements made to the following items :
Current Revised
1 Leadership 1 Leadership
1.1 Senior Executive Leadership 1.1 Senior Leadership
1.3 Responsibility to Community & 1.3 Corporate Social Responsibility
Environment
3 Information 3 Information
3.1 Management of Information 3.1 Management of Information and
Knowledge
4 People 4 People
4.2 Employee Involvement & Commitment 4.2 Employee Engagement
4.3 Employee Education, Training and 4.3 Employee Learning and
Development Development
4.4 Employee Health and Satisfaction 4.4 Employee Well-being and Satisfaction
5 Processes 5 Processes
5.3 Supplier and Partnering Processes 5.3 Supplier and Partnership Management
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AREAS TO ADDRESS
Item New Areas to Address
1.3 Social Responsibility 1.3 (c) Corporate Governance
2.1 Strategy Development and 2.1 (b) Risk Management and
Deployment Resource Allocation
3.1 Management of Information and 3.1 (d) Knowledge Management
Knowledge
5.2 Process Management and 5.2 (b) Business Continuity
Improvement Management
7.4 Operational Results 7.4 (d) Governance System Results
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SCORING SYSTEM
Overall scoring weightage on results could be increased from 40% to 45%,
and that for system could be reduced from 60% to 55 %
In line with position adopted in the 2002 review to increase the results
weightage in stages over the long term
Systems Results
US 55% 45%
Europe 50 % 50%
Japan 60% 40%
Singapore 55% 45%
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SCORING SYSTEM
Changes to category and item scores
No. Categories/ Items Current Proposed
Score Score
1 Leadership 120 120
1.1 Senior Leadership 50 50
1.2 Organisational Culture 50 40
1.3 Corporate Social Responsibility 20 30
2 Planning 80 70
2.1 Strategy Development and Deployment 80 70
3 Information 80 70
3.1 Management of Information and Knowledge 55 50
3.2 Comparison and Benchmarking 25 20
4 People 110 100
4.1 Human Resource Planning 20 20
4.2 Employee Engagement 20 20
4.3 Employee Learning and Development 30 20
4.4 Employees Well-being and Satisfaction 20 20
4.5 Employee Performance and Recognition 20 20
5 Processes 100 90
5.1 Innovation Processes 40 40
5.2 Process Management and Improvement 40 30
5.3 Supplier and Partnership Management 20 20
6 Customers 110 100
6.1 Customer Requirements 40 40
6.2 Customer Relationships 40 30
6.3 Customer Satisfaction 30 30
7 Results 400 450
7.1 Customer Results 140 140
7.2 Financial and Market Results 90 90
7.3 People Results 80 100
7.4 Operational Results 90 120
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BUSINESS EXCELLENCE STANDARDS
Holistic Level
SQC SQC SQA with
Business Excellence SQA
Framework Star commendation
400 550 700 800
Niche Level
Business Excellence
Niche Standards
People
PD PE Award
Innovation I-Class I-Award
Service
S-Class SE Award
Assessment Score
400 700
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SCORING
Score Allocation
Business Business Business Business Business
Excellence Excellence Excellence Niche Excellence Excellence Niche
Standard (People) Niche (Innovation) (Service)
Category
(Revised Scoring) ( Revised Scoring ) (Revised Scoring) ( Revised Scoring )
1 LEADERSHIP 120 120 120 120
2 PLANNING 80 (70) 80 (70) 80 (70) 80 (70)
3 INFORMATION 80 (70) 80 (70) 80 (70) 80 (70)
4 PEOPLE 110 (100) 320 (290) 100 100
5 PROCESSES 100 (90) * 220 (190) *
6 CUSTOMERS 110 (100) * * 220 (190)
7 RESULTS 400 ( 450) 400 (450) 400 (450) 400 (450)
The scores in brackets show revised scores based on the Revised Business
Excellence Framework)
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SCORING
Score Allocation
Category/Item Overall BE People Innovation Service
1 LEADERSHIP 120 120 120 120
1.1 Senior Leadership 50 60 60 60
1.2 Organisational Culture 50 (40) 60 60 60
1.3 Corporate Social Responsibility 20 (30) * * *
2 PLANNING 80 (70) 80 (70) 80 (70) 80 (70)
2.1 Strategy Development & Deployment 80 (70) 80 (70) 80 (70) 80 (70)
3 INFORMATION 80 (70) 80 (70) 80 (70) 80 (70)
3.1 Management of Information and Knowledge 55 (50) 40 (50) 60 (50) 60 (50)
3.2 Comparison and Benchmarking 25 (20) 40 (20) 20 20
4 PEOPLE 110 (100) 320 (290) 100 100
4.1 Human Resource Planning 20 90 (60) 20 20
4.2 Employee Engagement 20 60 20 20
4.3 Employee Learning and Development 30 (20) 90 (60) 20 20
4.4 Employee Well-being and Satisfaction 20 40 (60) 20 20
4.5 Employee Performance and Recognition 20 40 (50) 20 20
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1515
SCORING
Score Allocation
Category/Item Overall BE People Innovation Service
5 PROCESSES 100 (90) * 220 (190) *
5.1 Innovation Processes 40 * 160 (130) *
5.2 Process Management and Improvement 40 (30) * 30 *
5.3 Supplier and Partnership Management 20 * 30 *
6 CUSTOMERS 110 (100) * * 220 (190)
6.1 Customer Requirements 40 * * 60
6.2 Customer Relationship 40 (30) * * 120 (80)
6.3 Customer Satisfaction 30 * * 40 (50)
7 RESULTS 400 (450) 400 (450) 400 (450) 400 (450)
7.1 Customer Results 140 70 90 (100) 150 (200)
7.2 Financial and Market Results 90 70 100 (110) 80
7.3 People Results 80 (100) 150 (200) 90 (100) 90
7.4 Operational Results 90 (120) 110 120 (140) 80
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CHANGES TO THE BEACON
CRITERIA STATEMENTS (SQC)
New Statements
1C Corporate Social Responsibility
14 Establish corporate governance system for transparency and accountability
15 Evaluate and improve the corporate governance system
2A Strategy Development & Deployment
23 Manage financial and other risks associated with action plans
24 Resources are allocated to support action plans
5B Process Management & Improvement
72 Sustain its operations in emergencies and disasters for business continuity
7D Operational Results
104 Improvement trends and targets for governance system indicators
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SUMMARY OF CHANGES
Scoring (All standards)
• System decreased from 60% to 55%
• Results increased from 40% to 45%
Refinement of Item headings and statements (All standards) e.g. Senior
Executive Leadership to Senior Leadership
Number of Statements
Overall Standard
SQC - Number of statements for the overall business
excellence standard (for SQC) is increased from
100 to 105. There are 6 new statements to address new areas
with 2 previous statements (No.15 & 16) merged into one statement
Niche Standard
PD No change to number of statements for the niche standards
I-Class,
S-Class
Effective Date ( All Certifications )
Applicable for both new and renewal applications received from 1 Jan 2011
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Thank You
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