Change Implementation Techniques for Creating a Sense of Urgency

Technique 2.18 Australian Business Excellence Framework

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Introduction

The rigours of applying for a quality award, such as the Australian Business Excellence Award, could help identify areas that will generate a "sense of urgency". There are 12 principles and 7 categories in this framework.

The 12 Principles

The 12 principles are

i. Clear direction allows organisational alignment and a focus on the achievement of goals

ii. Mutually-agreed plans translate organisational direction into actions

iii. Understanding what customers value, now and in the future, influences organisational direction, strategy and action

iv. To improve the outcome, improve the system and its associated processes

v. The potential of an organisation is realised through its people's enthusiasm, resourcefulness and participation

vi. Continual improvement and innovation depend on continual learning

vii. All people work in a system; outcomes are improved when people work on the system

viii. Effective use of facts, data and knowledge leads to improved decisions

ix. All systems and processes exhibit variability, which impacts on predictability and performance

x. Organisations provide value to the community through their actions to ensure a clean, safe, fair and prosperous society

xi. Sustainability is determined by an organisation's ability to create and deliver value for all stakeholders

xii. Senior leadership's constant role modelling of these principles and its creation of a supportive environment in which to live these principles, are necessary for the organisation to reach its full potential

The 7 Categories

The 7 categories and items are

Categories


Items

1. Leadership & Innovation

1.1

Strategic direction

1.2

Organisation culture

1.3

Leadership throughout the organisation

1.4

Environment and community contribution

2. Strategy & Planning Processes

2.1

Understanding the business environment

2.2

The planning process

2.3

Development and application of resources

2. Data, Information & Knowledge

2.1

Collection and interpretation of data and information

2.2

Integration and use of information for decision making

2.3

Creation and management of knowledge

4. People

4.1

Involvement and commitment

4.2

Effectiveness and development

4.3

Health, safety and well-being

5. Customer & Market Focus

5.1

Knowledge of customers and markets

5.2

Customer relationship management

5.2

Customer perception of value

6. Processes, Products & Services

6.1

Innovation process

6.2

Supplier and partner relationships

6.3

Management and improvement of processes

6.4

Quality of products and services

7. Business Results

7.1

Indicators of success

7.2

Indicators of sustainability

(source: Honeywell, 2003)


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