Total Organizational Excellence: Achieving World- Class Performance

by Oakland, John S.

• ISBN13: 9780750632096
• ISBN10: 0750632097
• Edition: 1st
• Format: Hardcover
• Copyright: 1999-03-01
• Publisher: BUTTERWORTH HEINEMANN

Summary

'Total Organizational Excellence: Achieving world-class performance' sets down a framework to guide managers on how to improve business performance in all types of organizations. Organizational excellence must be integrated into the strategy of businesses through an understanding of the key business processes and development of the people. Once the processes are identified they must be prioritised into those that require continuous improvement, those which require re-engineering or redesign, and those which lead to a complete re-think or visioning of the business. Performance based measurement of all processes and people development activities is necessary to determine progress so that the vision, goals, mission, and critical success factors (CSFs) may be examined and reconstituted if necessary to meet new requirements for the organisation and its customers, internal and external. This forms the basis of a new implementation framework for organization, which in turn forms the structure of 'Total Organizational Excellence'. Based on many years of research and case study work in the European Centre for Business Excellence (EC for BE): the research and development division of Oakland Consulting PLC, Total Organizational Excellence is ideal for MBA students as well as providing an invaluable guide for practising managers to its implementation internationally. John Oakland is Executive Chairman of OAKLAND Consulting PLC and the author of the best selling 'Total Quality Management'. From the best selling author of Total Quality Management Tested amongst practitioners at a series of conferences Suitable for MBA students as well as practising managers

Author Biography

John Oakland is Executive Chairman of Oakland Consulting PLC.

Table of Contents

Preface	vii
A framework for total organizational excellence	1	(4)
Leadership, commitment and culture	5	(16)
Strategic planning	21	(24)
Quality and processes	45	(16)
Process analysis	61	(22)
Process documentation and systems	83	(12)
Self-assessment -- gap analysis	95	(18)
Benchmarking	113	(10)
Defining improvement opportunities and prioritizing	123	(28)
People -- their development and teamwork	151	(42)
People -- communications and training	193	(20)
Re-visioning and business process re-design	213	(14)
Continuous improvement	227	(18)
Performance measurement and feedback	245	(16)
Bibliography	261	(4)
Index	265