Business Excellence Research Articles

Echoes on Organizational Development Implications: A Roadmap to Business Excellence

Purpose: This article proposes a model for Organizational Development (OD), and how this model can impact the entire system’s strategy, structure, and practices. To implement strategies and processes that lead to organizational effectiveness, OD applies and transfers knowledge from behavioral science. Theoretical framework: Rather than emphasizing how methods must be done, OD focuses on forecasting and application for an adaptive system. The planning process gathers information to detect organizational issues and accordingly resolve them through flexible methods. This allows signs of progress in the change process (Beer, 1980; Worley & Feyerherm, 2003). The conceptual theory utilized for preparing the questionnaire is Hackman’s and Oldham’s ‘job characteristics model’. Design/Methodology/Approach: With the help of a detailed literature review, a self-administered questionnaire was prepared with 20 items for three variables, work design, team building, and learning organization. It was then distributed among the employees of an advertising firm, which was based in the United Arab Emirates. Out of 120 questionnaires, 112 were proper responses, so 93% was the response rate, which is good enough for descriptive analysis. A stratified proportional sampling was done to capture varied responses. Thus, three hypotheses were tested. Resultados: O artigo descreve como o modelo funciona como uma ferramenta para agentes de mudança nas organizações. Ele confirma a importância das variáveis ​​latentes, da formação de equipes e do desenho do trabalho para a gestão da mudança em direção à excelência empresarial. Assim, propõe um roteiro para que a empresa se torne uma organização que aprende, com equipes autogeridas e formulação de estratégias dinâmicas, em seu caminho em direção à excelência empresarial. Implicações de pesquisa, práticas e sociais: Este estudo comprova a vitalidade da pesquisa-ação nas empresas por meio de um processo de abordagem de resolução de problemas. Na prática, isto enfatiza que o DO é um esforço planejado e de longo prazo por meio de uma combinação de ciência comportamental e intervenções tecnoestruturais. Assim, pode criar uma capacidade de auto-renovação para as empresas. Originalidade/Valor: O estudo esclarece a integração da formação de equipes no modelo de características do cargo como parte da estratégia de gestão de mudanças. A capacidade de mudar neste mundo competitivo é um desafio e como alcançar uma vantagem competitiva é a pedra angular deste estudo.

Malcolm Baldrige National Quality Award (MBNQA) Quality Tool in Education. A Systematic Literature Review

The purpose of this study is to determine the effects of the Malcolm Baldrige National Quality Award (MBNQA) quality tool in education. Identifying the main themes of these effects is an additional aim of the present study. Understanding these issues can enable higher and secondary education centres to direct their management towards achieving outstanding results. A systematic literature review was conducted based on data from two academic publishers, Emerald, Taylor and Francis. The 41 peer-reviewed journals articles were published between 1990 and 2023 and presented the results of the MBNQA quality tool in education. According to this research, several implications of the MBNQA quality tool in education are presented. The review of the literature reveals that there are many results found about the application of the quality tool in Tertiary and Secondary education, the challenges they face in terms of innovation, human resources and operations, as well as the achievement of excellent results from the application of the methodology. The main topics supported in the literature are human resources, knowledge management and the quality of services offered for the satisfaction of teachers and students. An important limitation is that data were drawn from only two major journals (Emerald, Taylor and Francis), as implementation of the MBNQA quality tool is mainly found in the private sector. In addition, many keywords such as Quality Assurance and Business Excellence, led to application of the quality tool in businesses and organisation and little is its application in the public sector and education as a result the findings of articles were limited. An equally important limitation is that the authors did not always have got access to all databases and peer-reviewed journals, as well as in any review articles in languages ​​other than English. This research is of interest to academic researchers, scholars and key decision makers in the field of education. The advantages recorded from the implementation of the MBNQA quality tool and the limitations from the study and presentation of the 41 articles motivate academic researchers to further study service quality in order to create a climate focused on learning for the satisfaction of students and teachers so as to fill the gap of limited publications in the field of education. Many models have been adapted to higher education including the MBNQA quality tool. The MBNQA appears to have the largest number of historical applications in higher education, with its focus on customer satisfaction and improvement information. However, the systematic literature review reveals the increasing trend of using quality tools in the field of education in recent years. Moreover, literature reviews on the use of models in this field are limited. Therefore, more research is needed to determine the benefits, as well as limitations and outcomes of applying qualitative tools in Education in the future.

International Quality Award Models: Innovation Enablers or Inhibitors?

Historical development of models and criteria supporting major international quality awards is driven more by continuous or incremental improvement than by breakthrough improvement. This has been the case in particular relative the most enduring such awards - the European Foundation for Quality Management (EFQM) Business Excellence Award, America’s Baldrige National Quality Award for Performance Excellence (MBNQA), and the Shingo Prize for Operational Excellence. In possible contrast are initiatives such as the United Nations Sustainable Development Goals (UN SDGs) and the imputed urgency for improvement, innovation and change associated with these, due in large to the sheer scope and magnitude of change needed – especially with respect to societal or environmental challenges. While sufficiently rapid iteration across a large enough number of cycles has the potential of rivaling the magnitude of innovation attained through a focus on breakthrough improvement, such an approach is unlikely to precisely match the destination of innovation attained through breakthrough improvement approaches. One significant reason is that incremental improvements often target minor course corrections with well-defined trajectories, whereas breakthrough efforts target larger strides with more mystery between the point of origination and the targeted destination. Differences in these approaches impact products and services reaching the market in many ways, hence impacting their marketplace performance. Among differences of note are ones in the natures of the product or service brought to market, the timing of their market arrival, the levels of creativity and innovation required, design innovations introduced, consumer receptivity and perception of iteration vs. innovation, perceived impact, consumer perception of the company, and – not to be ignored – risk and reward elements. Questions explored herein are whether the models and criteria used by international quality award frameworks enable innovation and entre-intrapreneurship, inhibit these, or are innovation and entre-intrapreneurial neutral. Similarly, the impact of the UN SDGs in relation to innovation are discussed.

The mediating role of strategic planning awareness in the impact of organizational innovation on business excellence in hospitals

PurposeEvaluating the operational outcomes of hospitals is critical concerns for hospital managers. The realization of these evaluations through the principles of Total Quality Management (TQM) is important so that decision-makers can base their decisions on rational grounds. To achieve TQM principles, hospitals need innovative processes that can adapt to changing patient expectations. Innovation activities that will lead to business excellence can be achieved with the strategic planning awareness of healthcare professionals. In this study, it is aimed to evaluate the effect of organizational innovation on business excellence and to reveal the role of strategic planning awareness in this relationship in hospitals.Design/methodology/approachThe data were collected using a quantitative questionnaire to 450 healthcare professionals working in private hospitals operating in Istanbul (Turkey). The data were analyzed using the AMOS (Analysis of Moment Structures) 23.0 and SPSS (Statistical Package for the Social Sciences) for Windows 25.0 program. In addition to the reliability analysis, confirmatory factor analysis was performed using the AMOS program to test the construct validity of the scales. The model established in line with the research hypotheses was tested with path analysis and mediator role analysis.FindingsThe results confirm that organizational innovation has a statistically significant and positive effect on strategic planning awareness and business excellence. In addition, it has been determined that strategic planning awareness has a statistically significant and positive effect on business excellence. Moreover, the research model confirms that strategic planning awareness plays a mediating role in the relationship between organizational innovation and business excellence.Research limitations/implicationsThe limitation of the study is that it was conducted only in private hospitals. A comparative study that includes the public health sector can further strengthen the research framework.Practical implicationsHospitals that invest in innovative activities can get the reward of their efforts as business excellence. However, this is affected by the strategic planning awareness of healthcare professionals. Research results present the role of strategic planning awareness on the way to business excellence led by organizational innovation. Achieving business excellence in complex and constantly changing environmental conditions depends on an appropriate strategic plan for hospitals. In order to achieve these goals included in the strategic plans, the education of healthcare professionals that contributes to their strategic perspectives should be supported and their participation in decision-making processes should be ensured.Originality/valueThe research contributes to the literature on the relationship between organizational innovation and business excellence in the health sector. In addition, revealing the role of strategic planning awareness of healthcare professionals in this relationship is the originality of the research. In addition, the research supports the literature that allows performance evaluation in hospitals to be carried out with a business excellence model based on TQM.

Building Sustainable Business Excellence Through Knowledge Management, Innovation, Learning Agility, Talented HR, Organizational Culture as Mediator

The purpose of this research is to analyze the effect of knowledge management, learning agility innovation, talented HR on corporate culture, then analyze the influence of knowledge management, innovation, learning agility, talented HR and corporate culture on the company's sustainability business excellence. In this study the approach used is a quantitative approach. This approach relies more on numbers in the form of scores as an analytical framework where the scores are obtained by the survey method. The population in this study were all BoD-1 level employees (equivalent to Entity Directors General Manager), BoD-2 level (Manager equivalent) and BoD-3 level (Assistant Manager equivalent) at PT XYZ with a sample size of 150 respondents whose data was processed using structural equation modelling. The results of this study indicate that knowledge management has no effect on sustainability business excellence, knowledge management has a significant effect on organizational culture, innovation has a significant effect on sustainability business excellence, innovation has a significant effect on organizational culture, learning agility has no effect on sustainability business excellence, learning agility has a significant effect on organizational culture, Talented HR has a significant effect on the sustainability of Business Excellence, Talented HR has a significant effect on Organizational Culture, Organizational Culture has a significant effect on the sustainability of Business Excellence.

Water-energy-food nexus and business excellence models for a sustainability maturity evaluation of ten agri-food companies from Brazil and Kenya

The present article aims to compare sustainability maturity results among ten agri-food industries located in Brazil and Kenya. Integrated nexus analyses are missing from previous models to perform this type of comparison. Most of existing models focus on macro-analysis issues rather than micro-analysis, which includes evaluating organizations' production practices. A novel model was developed integrating the water-energy-food nexus with business excellence models, resulting in the following evaluation items: drivers, agents, and processes. Through interviews, documentation analysis, and direct observation, ten agri-food industries were evaluated, five in Brazil and five in Kenya. The results obtained are expressed using a sustainability maturity model with a 7-point scale (ranging from one to seven). For drivers, Brazilian companies received an average score of 2.98, compared to 3.68 for Kenyan companies. Brazilian agri-food businesses received a score of 3.33, whereas Kenyan businesses obtained an average score of 3.73 in the agent item. Finally, for processes, Brazilian companies received 2.8, while Kenyan companies scored 3.27. Overall, Kenyan companies performed better than Brazilian companies. With these results, it was possible to conclude that the developed evaluation model can be used to evaluate an agri-food company sustainable status as well as to establish comparisons among companies and countries, with benchmarking potential.

Influence of eco‐product innovation and firm reputation on corporate social responsibility and competitive advantage: A mediation‐moderation analysis

Eco‐product innovation is a response to environmental legislation and social responsibility movements. Established agricultural manufacturers must figure out how to use green ideas and reputation to compete for business excellence. This study adopted a knowledge‐based approach to examine corporate social responsibility and competitive advantage. This study also examined how eco‐product innovation and reputation affect firms' competitive advantage. The proposed model was tested on 427 Nigerian agro‐allied manufacturers using causal pathways and structural equation modeling. Business competition is directly and indirectly affected by corporate social responsibility, eco‐product innovations, and firm reputation. Additionally, eco‐product innovation partially mediated the nexus between corporate social responsibility and competitive advantage, while reputation moderated the influence of eco‐product innovation. The findings suggest that manufacturers pursuing green initiatives should strive to participate in an eco‐friendly competition and deal with policy pressures in order to meet environmental standards. Overall, this study adds the environment and business competition to the idea of innovation.

Rethinking business: Sustainable leadership in a VUCA world represents the theme of the International Conference on Business Excellence (ICBE), The 17th Edition, March 23-25, 2023: Preface

Rethinking business: Sustainable leadership in a VUCA world represents the theme of the International Conference on Business Excellence (ICBE), The 17th Edition, March 23-25, 2023: Preface

Conditions for Corporate Business Excellence at the Global Level

Conditions for Corporate Business Excellence at the Global Level

Experience in Intention to Buy: Engagement as a Mediation in Retail Skincare Product

The emergence of the number of skincare cosmetic retailers in Salatiga, Central Java, is one of the factors in which the percentage of women who are aware of the importance of skin health is increasing, especially since the causes of skin problems are currently various. It makes one of the retailers in Salatiga, namely G&G skin care cosmetics store, need to strengthen relationships with their customers to survive and achieve business excellence amid a competitive skincare market. This research was lifted from the curiosity of researchers regarding the significant influence of brand experience on the intention to buy products through G&G stores by using brand involvement as mediation. Data collection was carried out by distributing questionnaires to 100 respondents who had made purchases at G&G cosmetics retail at least once. The sample used in this research is judgmental sampling. The structural Equation Modeling (SEM) method with Partial Least Square (PLS) was applied in this study. Then, the result of this study shows that brand experience has a significant effect on the intention to buy a product, with the three indicators of brand involvement as mediation. Moreover, the results also show that G&G retail skincare brands need to increase their activation in brand engagement to attract and maintain relationships with their consumers in the long term.

Strategi Pengembangan Promosi Secara Digital Pada Usaha Bagoyam Lidia di Pasar Paramount Gading Serpong

The use of social media in digital marketing is an essential approach today. Approach and marketing through social media is a form of approach that can increase business excellence in MSMEs. By taking an effective social media approach, MSMEs also have the potential to achieve very broad market targets and marketing. Not only marketing, a unique and modern logo design is also needed to attract more customers. Based on what the service team analyzed, MSME Bagoyam Lidia has several shortcomings such as a lack of promotion on social media and not having a clearer business identity such as a logo. With this, the service team has made improvements, especially in these areas, in order to fulfill the goal of the service team to increase Bagoyam Lidia's brand awareness and continuous promotion on social media. The community service team provides assistance in creating and monitoring social media for marketing at Bagoyam Lidia MSMEs, Pasar Paramount Tangerang, namely on Instagram and Tiktok so as to attract potential consumers to come and buy. After completing the community service process for MSMEs, the service team has succeeded in creating a logo and changing the design of the Bagoyam Lidia stand so that it can attract more consumer attention. The service team also succeeded in creating social media accounts and content which received quite a good response from the public.

The 2020 EFQM Model digital transformation: Νew features and Assessors' view

Background: The EFQM Model, the most widely applied Business Excellence Model in Europe, can be used by any type of organization in order to conduct a thorough analysis of its strengths and its areas for improvement. The model can be used in two ways: both as a diagnostic tool for self-assessment and as a model for management control.
 Purpose: The main objective of this paper is to identify and analyze the modifications introduced to the latest version of the EFQM Model (version 2020). In an attempt to depict the main elements of the revised version, a comparison is made between the last and the previous version of the model aiming to identify the key features that need to be considered by applicant organizations when they decide to fulfill the model’s new requirements.
 Methodology: A literature review is conducted in order to illustrate the evolution of the model to date and a comparative analysis is used as a key research method for studying the differences between the last two versions of the model. The research is supported by interviewing Certified Assessors of the EFQM Model who have already got trained in the new features of the latest version.
 Findings: The 2020 version allows organizations and individuals to embrace change, drive performance and evolve for the future. The creation of the Assess Base has replaced the previous paper – driven process and it brought the assessment process a step closer to digitalization for both EFQM members and Assessors.
 Research Limitation: The latest version of the EFQM Model 2020 is very new and the knowledge related to its use is very limited. Therefore, the findings of this paper are mainly driven by the Assessors’ knowledge and involvement with little possibility to question or confirm the points extracted from them.
 Originality/ value: This paper is the first attempt to compare the last two versions of the EFQM Model. By illustrating the new key features introduced to the model, this paper may form the basis for further research on the benefits gained by the use of these features.
 EL classification: Μ19
 Keywords: EFQM model, 2020 version, comparative data, stakeholders

Prioritizing the Key Actors of an Organization for Business Excellence Using the Efficient Interpretive Ranking Process

Flexibilities are involved in the process of decision-making. They offer much freedom of choice in terms of the selection of suitable actors who interact with the dynamic environment of the organization. This paper presents a systematic and holistic approach to ranking key actors responsible for the business excellence of an organization. The study highlights the area where the actors of the organization should focus on achieving desired business excellence. It portrays the outcome in the form that top management is the most influential actor since it is responsible for the formulation of the vision/mission of the organization along with the setting of plant quality targets, cost-saving targets, manpower planning, and policy formulation for energy-saving. Top management is followed by cross-function teams (CFTs) and the government of India (GOI) in terms of interaction with the various processes. The novelty of this case study is that it utilizes qualitative and interpretive tools for the analysis, which does not require much statistical knowledge to produce outcomes, and the results are easy to understand. The reported results are in consensus with the results reported by various studies that are conducted using quantitative tools like Analytic Hierarchy Process (AHP), Technique for Order of Preference by Similarity to Ideal Solution (TOPSIS), total interpretive structural modelling (TISM), etc. that require statistical excellence for the calculation, interpretation, and dissemination of results to the general public and shopfloor employees.

The Antecedent of Clinician Engagement in Business Excellence

Problem statement: Clinician engagement has been a very important area of work in this era of healthcare. The healthcare organization realizes the importance of the clinician in successful reform & continuous quality improvement in the area of patient care, employee welfare & hence contributing to the business[1]. The feedback from healthcare leadership mentioned clinician engagement to be a challenge in the area of a robust business model[2],[5]. Objective: The objective of the study is to find the antecedent for clinician engagement & also fit in the business excellence model mentioned by the European Foundation for quality management (EFQM). Methodology: Articles in this area of work were reviewed & developed the framework for the studies. The step used to conduct the review were referred from Walker and Avant’s model of review. A huge qualitative data were coded to quantitative to measure & study the outcome from review & survey processed through ADANCO software. Findings: This study has defined clinician engagement in the healthcare organization. The study also concluded that engagement activities are performed highest in the pillar of Process (39 percent) followed by People (32 percent) and partnership & resources (16percent). Whereas the pillar of strategy & leadership has less engagement seven percent & six percent respectively. The survey was designed, and reliability & validity were checked with help of ADANCO software. The outcome of the survey mentioned the importance of the leadership role in engaging the clinicians, 70 percent of responders felt the need for the leadership’s role to be critical for engaging the clinicians. Feedback from the middle management highlighted the governance structure as a significant contributor to engaging clinicians. Conclusion: Leadership awareness & appropriate governance structure are the key antecedents for clinician engagement across all the pillars of EFQM. Keywords: Clinician, Engagement, EFQM, Physician, Healthcare, Systematic Review

Improvement of Business Performance in Small-Medium Enterprise (SME) : Evidence From A Sanitaryware Company in Malaysia

The market for sanitaryware in the world was estimated at USD 13.00 billion in 2021, and it is anticipated to expand at a compound annual growth rate (CAGR) of 5.1% over the next five years. Sanitaryware includes items like washbasins, pedestals, and other sanitary equipment like toilets. Typically, ceramic, pressed metal, and other materials are used to create these products. One of the key factors fuelling the market's expansion globally is the growing awareness of superior sanitaryware items due to different benefits to cleanliness and health. This paper uses the Fishbone diagram technique to identify the potential root causes of fluctuating revenue of a sanitaryware retailer in Malaysia. As a result, the proposed solutions to improve the business performance of the company are proposed using the Business Excellence Model approach. The findings of this research are expected to make important contributions to the sanitaryware industry as it will help the companies to understand the customer behaviours and strategies to improve their business performance. This research also can act as a basic guideline when they want to analyse their business performance using Fishbone diagram method

An investigation of the global awareness of business excellence and best practices in promoting the use of business excellence

This research was undertaken to investigate how Business Excellence (BE) Custodians (BECs) within a country or region, promote BE. A review of the literature revealed a gap in the understanding of how BECs promote BE and that there is limited data on the popularity of BE worldwide. To address these issues a survey and structured interview was designed in collaboration with the Global Excellence Model (GEM) Council and 65 BECs were encouraged to participate in the research. In total, 29 BECs from 26 countries completed the survey whilst 13 also participated in optional structured interviews. BECs perceived that on average 11%–20% of CEOs and organisational heads were aware of BE and that awareness had slightly increased in the last three years, however, another key finding was that there is a lack of BE awareness data and lack in the rigour of data collection by the BECs. The promotional activity considered to be the most important to focus on and improve for the next few years and most impactful on awareness was ‘marketing of BE to CEO’s/senior managers/board of directors’. Best practices were identified such as collaborating with assessors to promote BE to their networks, making on-site presentations to explain BE frameworks, and carrying out BE impression surveys to estimate BE awareness levels. This research collected data directly from the BECs worldwide and investigated how they promote BE in their country/region. It provides recommendations on how BECs could improve their BE promotional activities to raise BE awareness levels.

Analyzing the greenhouse gas emissions in the palm oil supply chain in the VUCA world: A blockchain initiative

AbstractAs the world is becoming more VUCA for business operations, organizations are leveraging the competitive advantage through their supply chain practices. The food supply chain is no exception. Being competitive has become imperative in terms of sustainability and accountability of the business process. Therefore, organizations are adopting blockchain to track and trace the information flow to ensure a better business process. Further, to ensure sustainability, analyzing greenhouse gas (GHG) emissions aids firms in achieving a reasonable improvement in the food supply chain. So, the present study collects carbon emissions data for palm oil production. The study evaluates palm oil production in the Sumatra region, Indonesia (Cradle to Port), through predictive modeling. Here, the palm production process is classified as cultivation, harvesting, and shipping. Then, the study evaluates the GHG emissions from the three phases to understand the carbon footprint in palm oil production. Finally, the study uses blockchain to track and trace the GHG emissions in the palm oil supply chain using Hyperledger Fabric self‐executed smart contracts. The study has developed unique contributions in terms of developing predictive modeling, blockchain architecture, and deep learning in palm production to leverage the competitive advantage of the supply chain in the VUCA world for business excellence in the global market.

Engaging Customers and Managing Customer Relationships

Marketing is about engaging customers and managing profitable customer relationships. Marketers aim to create value for customers in order to capture value from customers in return. The objective of the study is to discuss customer value, customer engagement, building customer relationships, and the various strategies and initiatives adopted by companies. Customer relationship levels and roles of digital and social media in customer engagement are discussed. Customers themselves generate substantial content nowadays. Again, companies should develop relationships not only with customers but also with partners like suppliers, distributors, and retailers to succeed in the long run. The roles and importance of consumer-generated marketing and partner relationship management are discussed. The discussions will help practitioners to understand the strategies and initiatives to be adopted to engage customers, manage customer relationships, to succeed in the competitive business environment, and to achieve business excellence in the long run.

Achieving business excellence through sustainable supply chain management

This paper presents a comprehensive research framework for achieving business excellence through sustainable supply chain management (SSCM), based on an extensive review of the literature examining the impact of SSCM practices on sustainability performance and their associated metrics. The study investigates the influence of individual SSCM practices that address economic, environmental, or social aspects on various dimensions of sustainability performance. A two-stage meta-analysis was performed, encompassing 97 empirical studies on SSCM published between 2010 and 2020. In the first stage, the relationship between SSCM practices and sustainability performance at an aggregate level was tested, alongside an examination of potential moderating factors. The second stage assessed the relationships between SSCM practices and sustainability performance at the dimensional level, paying particular attention to the presence of moderating factors in these relationships. The findings reveal a positive impact of SSCM practices on overall sustainability performance and on each dimensional level, with one exception being the link between economic SSCM practices and environmental sustainability performance. Moreover, the results confirm the presence of moderating factors in all relationships between SSCM practices and sustainability performance. The paper concludes by discussing the theoretical and practical implications of these findings for the SSCM domain.

To What Extent Business Excellence Dimensions Affect the Resilience and Performance of Qatari Enterprise: A Conceptual Report

An organization's performance can be led by implementing a management approach called "business excellence." However, the European Foundation for Quality Management (EFQM) and the Malcolm Baldrige National Quality Award (MBNQA) are the two most well-known excellence models. Prior to the Covid-19 outbreak, there was no significant crisis within a decade that put those business excellence principles to the test. This paper looks for a conceptual framework that connects business excellence dimensions and performance with business resilience as a mediator. In this study, three concepts—business excellence, business resilience, and business performance—are conceptually linked. This paradigm should be empirically evaluated in the Qatari companies and looked at from various cultures and markets in order to do more research.