Introduction.

Business Excellence (BE) Client Survey

Dear Sir/ Madam

The BE Custodian of your country is supporting a research project by the Centre for Organisational Excellence Research (COER), Massey University, New Zealand to investigate best practices in designing, deploying and supporting business excellence within a country as well as measuring the impact and success of excellence models/ framework.

A very important part of this project is for BE Clients/Users to share their experience on business excellence. We are therefore requesting your involvement in this project and for you to complete this survey.

Reason to Participate: -

·        Answering the questions will help you to reflect on how you are implementing business excellence within your own organization.

·        As a participant you will be provided with a summary report of the survey results from the Client Survey. The findings from this will provide insights into how to improve your organisation’s business excellence approach.

·        Your contribution will assist your country inbenchmarking its business excellence services against other countries and develop future initiatives in business excellence to serve you better.

·        The Global Excellence Model Council are sponsoring the research and will be reviewing the research findings as an input into its global business excellence strategy to deliver greater socio-economic benefits to nations..

·        The Client Survey is one component of the Excellence Without Borders study. Refer to https://www.excellencewithoutborders.org for full details on the research and https://www.excellencewithoutborders.org/resources/ to read some of the previous research reports published from similar research undertaken in 2005 and 2010.

·        This research project with your support is expected to be the largest to date with more than 30 countries participating.

Eligibility for Completing this Survey: -

One survey is to be filled out on behalf of your organisation. It is therefore important that the person who completes this survey can accurately reflect the views of your organization in terms of its use of business excellence and the results achieved. If your organisation has independent business units each of these may complete a separate survey.

If your organisation meets the following criteria, we would like you to complete the survey: -

-        Your organisation has undertaken at least one assessment (either internal self-assessment or external assessment) of its performance using a business excellence model/ framework in the last 5 years.

 

Time Required for Completing this Survey: -

This survey is of major importance to BE within your country and internationally. It is a comprehensive survey and will take approximately 1 to 2 hour of your time to complete. Therefore, please schedule appropriate time to complete it.

Your contribution is greatly appreciated!

Save and Return Later: -

You can fill this survey in more than one sittings. You do not have to save your progress on the survey as this is done automatically. If you wish to return to the partly filled survey, just click through the link again and you will be directed to the survey from where you left it. You can also go back to change your responses in the survey.

 

Confidentiality: -

This project strictly follows Massey University, New Zealand guidelines for ethics and confidentiality. All data collected from this survey will remain confidential and anonymous. Published work will only show aggregated data across all organisations surveyed and not identify the names of the people or organisations completing the survey. Participants will receive a copy of the survey findings from us back to the email address that is used to submit the survey.

Return the Survey:

Please complete this online survey by the date that is specified by your business excellence custodian. If you are filling out a word.doc format of the survey, please return this survey to Saad Ghafoor - s.g.ghafoor@massey.ac.nz.

Structure of the Survey

The survey has been divided into the following sections: -

Section 1 – Organisational Profile

Section 2 – Business Excellence Profile

Section 3 – Impact of Excellence

Section 4 – Designing Business Excellence

Section 5 – Awareness of Business Excellence

Section 6 – Applying a Business Excellence Approach

Section 7 –Business Excellence Awards

Section 8 - Questions to National Business Excellence Award Winners

Terminology used in the Survey: -

·        Business Excellence Model is used throughout the survey. This term is interchangeable with Business Excellence Framework.

·        Assessor is used throughout the survey. This term is interchangeable with Evaluator or Examiner.

·        Business Excellence (BE) Custodian are organisations (private or public) that own, instigate, administer or support BE Models and associated BE programs within their country or geographical ‘region’. They have responsibility for the oversight, development, deployment, measurement and management of such BE Models.

·        Business Excellence Concepts or Principles refers to the concepts or principles on which the models are based. The EFQM Model refers to these as Fundamental Concepts, Baldrige as Core Values and Concepts, and Australia as Principles.