FOREWORD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
INTRODUCTION . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Is the MBE Approach for You?
Why listen to us?
What's in the book?
PART 1: WHY MY BUSINESS EXCELLENCE®? . . 9
A Little History
What It Means to Become Excellent
Business Excellence
The Capability Assessment Matrix
Four Common Reasons for Getting Started
The Business Excellence Comparison Matrix
Problems with International Frameworks for Business Excellence
SMEs are different
Cost of Inaction
Cost of Poor Quality (COPQ)
Qualitative Benefits of Action
Quantitative Benefits of Action-The Financial Net Benefits
Are You Ready?
PART 2: WHAT IS MY BUSINESS EXCELLENCE®? . . . . . . 53
Origin of the MBE Reference Framework
1-page MBE Reference Framework
Overview of the Five Prerequisites
1-page Integration Blueprint for Business Excellence
Power of Graphical Imagery
1-page Process Model
1-page Strategic Plan
PART 3: IMPLEMENTING MY BUSINESS EXCELLENCE® 105
Overview of the Four Implementation Phases
FOUNDATION Phase 1 (3 months)
LAUNCH Phase 2 (9 months)
GROWTH Phase 3 (Year 2)
CONSOLIDATION Phase 4 (ongoing beyond Year 2)
Three Types of Projects
Common Planning Methodology for Both FPI and BPR Projects
Leveraging Knowledge through a Graphical QMS
Project Management Software
Tracking Net Benefits of Completed FPI and BPR Projects Over Time
AFTERWORD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155
10-49 Full-Time Employees (Small Enterprise)
50-500 Full-Time Employees (Medium Enterprise)
Taking Your People with You
Case Study: Intrepid Travel and Intrepid Group
Maintaining Momentum
Celebration
Where to from here?
References
APPENDIX A: Further Resources . . . . . . . . . . . . . . . . 169
APPENDIX B: Examples of 1-page Process Models . 178
APPENDIX C: Examples of 1-page Strategic Plans . 182
