Business excellence : an integrated approach

Strydom, Carla (2002-12)

Thesis (MBA)--Stellenbosch University, 2002.

Some digitised pages may appear illegible due to the condition of the original hard copy


ENGLISH ABSTRACT: To compete in the global economy South African, organisations have been forced to become more competitive with other organisations worldwide. These changes have necessitated analysis of improved management techniques, stakeholder needs and requirements, business orientation and people management skills in order to ensure that the most efficient systems and structures are implemented. In this project, the systematic approach towards business excellence is discussed. Business excellence can only be achieved by implementing a structured approach towards business performance. This approach starts with the stakeholder needs, which are incorporated into the organisation's policies and strategies. The organisation must align its process and capabilities with the strategy in order to achieve the desired business results. This whole process is driven by leadership and a performance culture. The Denison Organisational Culture Model is based on managerial practices that have an impact on performance, and is introduced as a framework for measuring the organisational culture. The SAEF Model for performance excellence is a framework for measuring the organisation's progress towards achieving performance excellence, and is supported by the principles of continuous improvement and TOM. The self-assessment process, as prescribed by the South African Excellence foundation, is reviewed as a process to measure performance against the SAEF Model framework. A process for integrating results of the self-assessment exercises into the business planning process is presented. Lastly, guidelines on benchmarking, surveys and performance measurement are discussed as a toolkit for successful self-assessment.

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