2. Learning Objectives
After the completion of this session you will be able to:
Appreciate Business Excellence by studying an award winning
organization
Understand the basic building blocks of a Business Excellence
Framework
Know about a few Assessment frameworks and tools
Get a first hand view of how excellence is being practiced in a
software organization
3. Topics Index
1 Characteristics of Business In this session we are going to:
Excellence Appreciate the
characteristics of business
2 Business Excellence Framework excellence
Other Assessment Frameworks & Understand the building
3 blocks of a Business
Tools
Excellence framework
4 Video Interview & Discussion Appreciate other frameworks
and tools
5 Summing Up Review a Video
3
Building a global outsourcing organization.
4. Topics Index
1 Characteristics of Business In this session we are going to:
Excellence Appreciate the
characteristics of business
2 Business Excellence Framework excellence
Other Assessment Frameworks & Understand the building
3 blocks of a Business
Tools
Excellence framework
4 Video Interview & Discussion Appreciate other frameworks
and tools
5 Summing Up Review a Video
4
Building a global outsourcing organization.
5.
6. Fedex â The vision made real
This case study has been adapted from
âTotal Quality Management â Toward the
emerging paradigmâ
Mcgraw-Hill International Editions
Greg Bounds
Lyle Yorks
Mel Adams
Gipsie Ranney
7. Fedexâs Mission
âTo provide customers with
totally reliable, competitively
superior air/ground
transportation of high priority
goods and documents that
require rapid, time certain
deliveryâ
- Fred Smith, CEO
Annual Report 1991
8. Fedexâs business philosophy
âIf someone called Federal
Express asking for the
person in charge of quality,
I would hope they could
speak with anyoneâ
â James L Barksdale
Chief Operating Officer,
Federal Express
9. Strategies and Services
⢠Integrated Sales Force
⢠Standard Overnight Service (SOS)
⢠Overnight Freight Service
10. Fedex : Systems that redefined the freight industry
⢠Powership Systems
⢠EXPRESSfreighter
⢠FSTCLEAR System
11. Living the Customer Satisfaction Policy
Fedex Customer Satisfaction Policy
⢠Take any step necessary to solve customer
problems
⢠Arrange the most expeditious delivery
⢠Arrange a prompt refund or credit
⢠Rewarding the Customer Champions
12. Tools for Quality Deployment
⢠Quality Action Teams (QAT)
⢠Customer Supplier Alignments
13. Key Learnings
⢠Clear Vision and Mission
⢠Services and Systems aligned to customer
needs
⢠Differentiated Offerings
⢠Highest priority to Customer Satisfaction
⢠Everybody is involved and committed
⢠Excellence as a way of life supported by
Rewards and Recognition
14. What does excellence mean?
A provider demonstrates excellence through:
⢠âBest in classâ quality & results
⢠Improvement in quality over time
⢠âBest in classâ value
⢠A commitment to continuous improvement
4/19/2012 Building a global outsourcing organization. 14
15. In search of a definition of Business Excellence
An overall way of working
⢠that balances stakeholder
interests and
⢠increases the likelihood of
sustainable competitive
advantage
⢠and hence long-term
organizational success
⢠through operational, customer-
related, financial and
marketplace performance
excellence
Edgeman, Dahlgaard, Dahlgaard & Scherer, 1999
16. Topics Index
1 Characteristics of Business In this session we are going to:
Excellence Appreciate the
characteristics of business
2 Business Excellence Framework excellence
Understand the building
3 Other Assessment Frameworks & blocks of a Business
Tools Excellence framework
4 Video Interview & Discussion Appreciate other frameworks
and tools
5 Summing Up Review a Video
Building a global outsourcing organization.
18. Leadership
⢠How leaders develop and facilitate the
achievement of the mission and vision
⢠Develop values required for long-term success
and implement these via appropriate actions
and behaviors, and
⢠are personally involved in ensuring that the
organizationâs management system is
developed and implemented
19. People
⢠How the organization manages, develops, and
releases the knowledge and full potential of
its people at an individual, team-based and
organization-wide level, and
⢠Plans these activities in order to support its
policy and strategy and the effective operation
of its process
20. Policy & Strategy
⢠How the organization implements its mission
and vision via a clear stakeholder-focused
strategy,
⢠supported by relevant policies, plans,
objectives, targets and process.
22. Partnerships
⢠Partner with technology companies like Oracle,
Microsoft, IBM to
â Get discounted products from partner for training and
prototyping
â Get pre-launch access to partnerâs new products
â Build industry specific solutions with the partner
4/19/2012 Building a global outsourcing organization. 22
23. Example of a partnership
⢠Industry ⢠Industry
Expertise Expertise
Hero Maruti
Honda Suzuki
Microsoft Zensar
⢠ERP ⢠Software
Product Services
Building a global outsourcing organization.
24. Centers of Excellence
⢠Focused on specialized area like technology, process
area, or product
⢠Build deeper expertise through training and
education
⢠Build prototypes, and proofs-of-concept around new
ideas
⢠Gain better understanding of emerging trends
Building a global outsourcing organization.
25. Example of a Center of Excellence
Solution Development Skill Building
Technical Solutions for Proposals Training, Certifications
Microsoft COE
Alliance Management Delivery Support
Manage Microsoft Partnership Best Practices, Reviews
Building a global outsourcing organization.
29. Processes
⢠How the organization designs, manages, and
improves its process in order to support its
policy and strategy and
⢠Fully satisfy and generate increasing value for
its customers and other stakeholders
30. Results
⢠People : What the organization is achieving in
relation to its people
⢠Customer : what the organization is achieving in
relation to its external customers
⢠Society : what the organization is achieving in
relation to local, national and international
society as appropriate
⢠Key Performance : what the organization is
achieving in relation to its planned performance
31. Topics Index
1 Characteristics of Business In this session we are going to:
Excellence Appreciate the
characteristics of business
2 Business Excellence Framework excellence
Other Assessment Frameworks & Understand the building
3 blocks of a Business
Tools
Excellence framework
4 Video Interview & Discussion Appreciate other frameworks
and tools
5 Summing Up Review a Video
Building a global outsourcing organization.
33. Topics Index
1 Characteristics of Business In this session we are going to:
Excellence Appreciate the
characteristics of business
2 Business Excellence Framework excellence
Understand the building
3 Other Assessment Frameworks & blocks of a Business
Tools Excellence framework
4 Video Interview & Discussion Appreciate other frameworks
and tools
5 Summing Up Review a Video
Building a global outsourcing organization.
34. What is Business Excellence
34
Building a global outsourcing organization.
35. Summary of the Video
⢠What is excellence?
⢠How does Zensar plan for excellence?
⢠What role does leadership play in pursuing
excellence?
37. Summary of the Video
⢠How is Business Excellence implemented in
an organization?
⢠What are some common frameworks used
for Business Excellence?
38. Case Study
â˘Think about the university or college you are
currently studying in, or last went to
â˘In groups of 5, discuss the questions on the
next slide (15 minutes)
â˘A spokesperson from each group should
present a brief summary of the groupâs findings
(15 minutes)
Introduction to Business Excellence
39. Discussion Questions
1. Why does the University need to pursue
excellence?
2. Refer back to the EFQM framework. How are
Leadership/People/Process important for the
University to pursue excellence?
3. What are some initiatives the University can
undertake to pursue excellence?
Introduction to Business Excellence
40. Topics Index
1 Characteristics of Business In this session we are going to:
Excellence Appreciate the
characteristics of business
2 Business Excellence Framework excellence
Understand the building
3 Assessment and Tools blocks of a Business
Excellence framework
4 Video Interview & Discussion Appreciate other frameworks
and tools
5 Summing Up Review a Video
40
Building a global outsourcing organization.
41. Summing Up
We understood how FedEx built and
practiced excellence across the organization
We got an overview of the EFQM Business
Excellence Assessment framework
We understood some other frameworks and
tools
We listened to a video and summed up the
key learnings
QUESTIONS?
42. Thank You
Building a global outsourcing
organization.