Business Excellence by PATEL, SURESH -- Read -- Imperial Library of Trantor

Index

Cover Title Page Copyright Page Dedication Table of Contents Foreword Preface Acknowledgments Making It Big in Manufacturing Product and Providing Service Chapter 1 Introduction

What Is Business Excellence? Business Excellence Framework

1. Strategy and Action Plans 2. System

Business Excellence Categories

3. Information and Analysis

Roadblocks to BE Transformation Core Business Functions Core Functions Have Their Own Processes Core Business Support Functions Business Process View Managing the Purpose Process Impact on the Organization BS Framework Plan for Change, Introduction of the BE Strategy in the Organization

a. Plan for Change

Approach Deployment Learning Integration

b. Introduction of the BE Strategy in the Organization

Organizational Profile

Core Competencies Strategic Challenges Importance of Preparing an Organizational Profile Key Business Factors

Chapter 2 Leadership

Leadership System

Plan Do Check Act

Manage Performance

Foundation Vision Values Goals Mission Ethics Philosophy Learning Organization

Lessons Learned Process Public and Community Affairs

Protection of the Biosphere Sustainable Use of Natural Resources Reduction and Disposal of Wastes Energy Conservation Risk Reduction Safe Products and Services Environmental Restoration Management Commitment

Chapter 3 Strategic Planning

Strategic Planning Pyramid Fundamental Concepts for Strategic Planning Modern Business Interactions Transaction Interactions Purchasing Power Parity (PPP) and Global Market Vision (Strategic Planning) Growth (Strategic Planning) Operational Excellence (Strategic Planning) Organizational Capability Plan Stages, Gates, and Required Resources Objectives Development Important BS Components for Strategic Planning Profit Plan Organizational Capability Analysis (OCA)

Objectives of the OCA Leadership Attributes and Competencies Required for OCA

Leadership Competencies (Executives and VPs) Frontline Leader Competencies (Managers) Individual Contributor Competencies (Supervisors) Administrative Support and Technician Individual Contributor Competencies

The Performance Assessment

Accomplishments Ratings Leadership/Competency Ratings

Achieving Performance Excellence (APEX)

APEX Process Quick Tips to Improve Goal Setting Performance Improvement Plan (PIP) Guidelines for PIP

Chapter 4 Customer Excellence

Value-Based Pricing and Customer Value Management Value Creation for Your Customers Value Creation for Your Employees Value Creation for Your Investors Corporate Growth through Customer and Market Knowledge Listening and Learning Methods Industry Analysis Market Growth Rate and Market Share Measurement Customer and Market Knowledge Customers and Competitors Business Segmentation Purchasing Factors by Application Pricing Policy The Customers Consider More than “Price” in Deciding to Purchase a Product Analytical Hierarchy Process Sell and Commercialize Product Process Customer Relationships and Satisfaction

Customer Relationships Manage Customer Satisfaction Process Customer Access Customer Complaint Process Customer Satisfaction Determination

Chapter 5 Operations Focus

Work Councils Value Creation Processes Support Processes C & E Matrix

C & E Matrix Tool Example

Process to Determine KVCPs and KSPs

Step #1 Step #2 Step #3 Step #4

Assembly (Key Value Creation Process) Manufacturing (Key Value Creation Process) Cost Out (Key Value Creation Process) Strategic Planning (Key Value Creation Process)

Step #5 Step #6 Step #7

PROLaunch Use of Auto Industry Core Tools in Designing Products and Processes

APQP Pitfalls

Production Part Approval Process (PPAP)

PPAP Documents Needed for One Production Part PPAP Process Pitfalls

Acquisition and Integration

Acquisition Integration

I. Capital Optimization—Deploying Capital Wisely

Capital Focus

II. Working Capital Optimization Strategy

Cash Management in the AP/AR Process Use of Technology in Managing Working Capital

Chapter 6 Human Resource Focus

Human Resource (HR) Processes Understand Strategic Directives as Laid Out in Strategic Planning

Understand the Organization’s Philosophy Understanding Regional Cultures

Many Dimensions of Cultural Assimilation Fit Is a Necessity Fit Is Essential Develop High-Performance Work Systems

a. Value Creation Process Teams b. Support Process Teams c. Define Communication Plan d. Conduct Performance Management

APEX (Achieving Performance Excellence) Process Cascaded Goals APEX Plan APEX Plan Execution APEX Plan Evaluation

e. Identify Reward, Recognition, and Incentive Systems f. Define Structure and Staffing and Develop OCA

OCA Process Develop Learning Environment

Conduct Training Assure Motivation Assure Employee Well-Being Final Thought

Chapter 7 Measurement, Analysis, and Knowledge Management

Performance Analysis and Improvement Process (PAIP)

1. Scope 2. Policy

Performance Analysis and Improvement Process Flow Information and Knowledge Management

Information Technology (IT)

1. Communication 2. Data Management 3. Marketing 4. Process Improvement 5. Enterprise Resource Planning 6. Cloud ERP

Chapter 8 Business Results Focus

Business Category Results

Product, Service, and Customer-Focused Results Market Results Financial Results Human Resource Results Organizational Effectiveness Results Leadership and Social Responsibility Results Product, Service, and Customer-Focused Results Market Results Financial Results Human Resource Results Organizational Effectiveness Results Leadership and Social Responsibility Results

Chapter 9 Business Excellence Assessment

Assessment Scores for Categories 1 to 7 Guidelines for a Well-Written Comment Scoring System Process

“Approach” (A) Refers to “Deployment” (D) Refers to the Extent to Which “Learning” (L) Refers to “Integration” (I) Refers to the Extent to Which

Results

Performance Levels (Le) Trends (T) Comparisons (C) Linkages (Li) Gaps (G)

Circular Chart for Excellent Business System Framework

Conclusion Bibliography Glossary Index About the Author

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