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Holistic Business Excellence Standard [1-3] (Business Excellence…
Holistic Business Excellence Standard [1-3]
(Business Excellence Framework)
1. Leadership (120 points)
1.2 Organisational Culture (40 points)
Translate values into desired employee behaviours to enable innovation, learning & achieve organisation's goals
Embrace organisational change for sustainability
Develop a culture that supports organisation's mission, vision & values to drive growth
1.3 Corporate Governance & Social Responsibility (30 points)
Establish a governance system to ensure accountability & transparency
Implement policies & involve stakeholders to contribute to the community and environment
1.1 Senior Leadership (50 points)
Engage key stakeholders to drive performance
Act as roles models & grooms future leaders
Develop mission, vision and values & communicate them to key stakeholders
2. Customers (100 points)
2.2 Customer Experience (40 points)
Ensure customer feedback is addressed & analysed
Provide easy access for customers to seek assistance & information to enhance customer experience
Incorporate customer expectations in designing touch points, products, processes & services
Set performance standards at customer touch points to ensure consistent service delivery
2.3 Customer Satisfaction (30 points)
Determine current & future drivers of customer satisfaction
Incorporate customer insights & feedback into strategic improvement plans
Determine & improve customer satisfaction for various customer segments
2.1 Customer Requirements (30 points)
Segment markets and customers & understand their current and future requirements
Incorporate market and customer requirements into strategic plans
3. Strategy (80 points)
3.1 Strategy Development (40 points)
Develop long & short term strategies to achieve organisational goals
Engage key stakeholders in strategy development process
Determine organisational challenges & anticipate external changes and risks
3.2 Strategy Implementation (40 points)
Allocate resources in a timely manner to achieve strategic goals
Engage key stakeholders in strategy implementation process
Manage organisational risks associated with plans
Measure performance against plans & targets
Develop & implement long and short term action plans