Nigel P. Grigg

Business Excellence Model: An overarching framework for managing and aligning multiple organisational improvement initiatives

Business Excellence Models (BEMs) are used by organisations to assess and improve their work practices and performance. The authors’ research identified that there are currently 94 national Quality/Business Excellence (BE) Awards used in 83 countries. While the use of BEMs is widespread, it was identified that many organisations wanted guidance in terms of which improvement initiatives to implement to assist them on their BE journey. This paper discusses how the BEM can be used as an overarching framework for managing and/or aligning multiple improvement initiatives within the organisation. A new model is developed showing some of the main improvement initiatives that can be adopted towards achieving BE, which are arranged according to the common enabling criteria of BEMs and levels of BE maturity. This proposed model can be used as a pathway/roadmap to BE. In developing this model, a literature review, a document review and several semi-structured interviews were conducted. Sixteen quality and BE experts were interviewed in New Zealand, Singapore, and Malaysia.

Developing statistical thinking for performance in the food industry

Purpose – The paper aims to describe a recently completed research project on the use of statistical quality control (SQC) methods in the context of food and drinks manufacturing. It discusses issues surrounding the successful uptake of such methods, including organisational motivation, possible application, costs and benefits, critical success factors and the central importance of prerequisite statistical thinking (ST).Design/methodology/approach – A three stage, mixed methods approach was adopted, incorporating surveys augmented by case studies and key informant interviews with industry managers and providers of relevant industry training. All data were combined to produce the final model.Findings – The paper finds that SQC methods are of relevance in the industry, providing the process is appropriate and management have a basic awareness of the fundamentals of ST. Certain organisational and external factors were found to progressively reduce the effectiveness with which such methods are introduced and ...

Promoting excellence: An international study into creating awareness of business excellence models

Purpose – This paper aims to share findings from a major international study, focusing on how custodians of business excellence (BE) frameworks promote and create awareness of frameworks at the national level. Design/methodology/approach – The project was commissioned by the present custodians of the Australian Business Excellence Framework (ABEF), with the objectives of enhancing the ABEF and increasing its usage within Australia. The methodology consisted of a literature review, three surveys, a series of focus groups and key informant interviews. The study involved input from 16 countries world‐wide. Findings – Awareness of the ABEF is lower than was previously estimated in Australia, with under 10 per cent of randomly sampled organisations being aware of the model. ABEF evaluators perceived the methods of promoting the ABEF to be relatively ineffective. World‐wide, custodians of BE models reported that awareness of BE had generally increased in their country in the last three years. Based on an international survey, various examples of good promotional practice from model custodians world‐wide are reported. Research limitations/implications – The primary focus is on the Australian context, although the findings draw on a range of international sources and hence are of relevance to all BEF custodians. Practical implications – The findings from the project were used to redesign the ABEF, and are expected to help inform national business excellence strategies world‐wide. Originality/value – The paper is one of the first to focus on how a BEF custodian can and should create national awareness of a BE framework.

Statistical process control in UK food production: an overview

Statistical process control (SPC) is a common feature of quality control in most high volume manufacturing processes. In the food industry, while there is no explicit compulsion for organisations to make use of SPC techniques, their usage can accrue the same benefits as in other industry sectors. Discusses the potential for application of SPC within the industry, and presents the results of a nationwide survey of 200 food processing companies, indicating relatively low levels of SPC usage. Three case studies are presented, which outline three typical approaches to SPC in the food sector, e.g. those organisations which make effective use of SPC in some form; those that do not perceive a need for it; and those that recognise its potential, but are unable to implement it effectively, owing to a lack of in‐house expertise or advisory literature. Suggests ways in which the use of SPC might be promoted and encouraged within the industry.

Rewarding Excellence: An International Study into Business Excellence Award Processes

This article shares selected findings from a major international study focusing on how business excellence (BE) awards are administered across nations. In this article, the authors present findings related to the recognition and awards process, namely the BE awards themselves. The methodology they used consisted of a literature review, three surveys, a series of focus groups, and key informant interviews. The primary focus was on the Australian context, as the administrators of the Australian Business Excellence Framework (ABEF) commissioned the research. The study, however, involved 16 countries, and the findings draw upon a range of international sources and hence are of relevance to all Business Excellence Framework (BEF) custodians. Evidence from the study indicates that BEF custodians worldwide operate an effective awards process that both evaluators and organizations benefit from. The authors found that the awards process is perceived by custodians to be one of their highest priority activities, and that international practice varies in relation to aspects such as: the duration of the evaluation process; the number of evaluators on a team; the level, number, and focus of awards conferred; the documentation required; and the costs to the organization. The authors describe the practices in relation to these areas of difference. A key finding was that custodians, in general, have an effective recognition and awards process. However, the process has in many cases become the prime focus of the custodians to the detriment of other processes focussed on creating awareness of BE and how to apply it. The findings from the project were used to redesign the ABEF, and are expected to help inform national BE strategies worldwide.

Empirical validity of Baldrige criteria: New Zealand evidence

Purpose – The purpose of this paper is to empirically assess the validity of Baldrige Criteria for Performance Excellence (CPE) for New Zealand organisations and to identify methodological gaps.Design/methodology/approach – By means of data collected from a sample of 91 New Zealand organisations, through a self‐assessment instrument (as a proxy for the CPE) a structural equation model was studied using the partial least squares method. The measurement validity of the CPE as well as the implied causal relationships in the CPE framework was tested. A sensitivity analysis was conducted to gain additional insights.Findings – The measurement validity of the CPE was established; of the 13 implied causal relationships in the CPE framework, 11 were statistically significant, which compared favourably with past studies. The results endorse some salient features of quality management: reliance on measurement, analysis, and knowledge management; the involvement of people; and the role of leadership in setting direct...

Case study: the use of statistical process control in fish product packaging

Abstract The DTI publication ‘Code of Practical Guidance for Packers and Importers’ provides detailed advice on the establishment of effective statistical process control (SPC) systems to ensure efficient and effective compliance with the requirements of the Average System for food and drick organizations. Since this document is non-mandatory, however, many organizations opt not to adopt such systems, and rely instead upon their checkweigher as a last line of defence. In many cases, this is because of the apparent complexity of the systems to the non-statistically trained. This paper presents a case study which demonstrates that simple, manual SPC systems involve very little statistical knowledge to establish and operate. Such systems, it is argued, can reduce unnecessary checkweigher rejections and product giveaway, assist with Trading Standards inspections and improve customer confidence.

Helping the Kiwi to Fly: Creating World-Class Organizations in New Zealand Through a Benchmarking Initiative

This paper describes an innovative approach to fast–tracking a group of organizations towards world-class performance. The New Zealand Benchmarking Club, formed in May 2000, currently comprises 18 organizations that are striving to achieve an ambitious vision of ‘World- class performance by members and widespread adoption of excellent business practices within New Zealand’. Club processes include (1) workshops for sharing best practices; (2) benchmarking projects for undertaking focused best practice studies; (3) an annual business excellence assessment; (4) a business excellence results sharing meeting; (5) benchmarking research support; (6) partnerships to identify and disseminate best practices; and (7) access to a benchmarking and performance improvement website resource. All of these processes are continually improved to help members to identify and adopt better business practices. Findings from the first three years of operation show that the Club is on track to fulfil its vision as members improve their self-assessment scores by approximately 50 points per year. Analysis of the Club’s self-assessment results is adding to the general understanding of business excellence. Results provide evidence that if an organization’s management systems improve (as assessed by the Baldrige criteria) their business results will improve. Research also shows that the strongest relationship between the Baldrige criteria items is between ‘customer focused results’ and ‘financial and market results’

The use of statistical process control in food packing

Presents a synthesis of the early findings from an ongoing project researching the issues surrounding the use of SPC in a food packing environment. A cognitive mapping approach has been utilised to make sense of the complex and varied data resulting from the survey, case studies and interviews carried out to date. This methodological approach is described, and its application illustrated in relation to the research topic. Argues that SPC is one weapon in an arsenal of quality management techniques that food companies can use to consolidate or improve their position in an increasingly competitive marketplace. Once successfully adopted SPC can offer proven operational and financial benefits, but the ability of the organisation to successfully achieve implementation will depend upon a number of organisational factors. Finally, presents the agenda for further research which outlines how this ongoing project is intended to be taken forward from this point.

A new role for ISO 9000 in the food industry? Indicative data from the UK and mainland Europe

Traditional criticisms of the ISO 9000 standards, that they are generic, procedurally‐oriented, expensive and burdensome, are particularly applicable within the food industry. Their lack of fit with industry priorities and requirements, moreover, has created a growth in uptake of alternative “bespoke” standards in the UK, designed to better meet the needs of the industry and demands of the retail customer. The year 2000 revision of ISO 9000 may serve to redefine the role of this standard in the food industry, whereby it can augment such standards and provide a template for Business Excellence. This paper presents an analysis of industry trends in relation to quality standards, and discusses the potential role of ISO 9000:2000 within this sector based upon published data from ISO, industry survey data, and interviews with a major UK food certification body and with technical managers from food companies in the UK and overseas. Implications of such trends are presented in relation to the auditing of UK companies.