A Capsule for Understanding Business Excellence

I was the lead faculty at a two-day executive briefing on Understanding the IMC RBNQA Criteria. There were approximately 100 participants from a rainbow of organizations, each very keen to understand the principles of business excellence underlying the criteria.

Here are some of the key principles I shared. Understanding the interdependence of these principles is the key to business excellence.

• Leadership is about ‘walk your talk’. People listen to what you say, they believe what you do.
• Strategic Planning is a vision deployment exercise. To strategize, we need to schedule our priorities.
• Customer is the reason why a business exists. Be proactive in understanding customer needs.
• The Knowledge resident in people, is the most underutilized asset of an organization. Manage this knowledge.
• Employees are the only asset that appreciate in value. Manage this appreciating asset.
• Processes flow horizontally; functions are vertical. Processes deliver goods and services to customers.
• Results establish the effectiveness of an organization. Adopt the Triple Bottom Line for reporting business excellence.